Shipping & Returns policy

Our Returns Policy forms part of, and must be read in conjunction with, our Website Terms of Service. We reserve the right to change this Returns Policy at any time. Of course, we hope everything goes perfectly and you are obsessed with your items - but it is important that you check your order or items upon receipt and always before use.

If any errors occur or issues arise, then these need to be reported to us within 7 days so that we can investigate. Our Returns Policy does not affect your statutory rights

Need to return a faulty or broken item?

Oh no! Something happened to what you ordered? That’s a huge bummer, but sometimes it happens. We do take great care to pack your products carefully so that they won't get damaged in transit. However, we can’t control everything! If, for whatever reason, they arrive damaged or faulty, please let us know within 7 days of receiving them in the mail. Of course, we offer returns or exchanges on any faulty/damaged product within 30 days of purchase, except we require that they be sent back to us.

You can either:

  • Return the product for a gift card to the amount of the purchase + the cost of postage to return it
  • Choose a different product of equal value that we will ship back for free, or
  • Get a refund to the original payment method.

How to return faulty or damaged products

Please follow the simple steps below:

  1. Let us know the issue and that you would like to arrange a product return - We will advise the best address for you to send the products to.
  2. Pack and seal the item/s in their original shipping package and post them back to us. The great thing about our mailers is that they can be used twice, simply visit this page on Hero Packaging if you’re having trouble figuring it out.
  3. We will organise a refund, exchange or replacement depending on the option you have selected. Please allow for up to 14 days to process a refund. Note that replacement delivery timeframes are subject to stock availability and might not always be possible with small, limited run or unique items.

We recommend that you return the product via Registered post. Neon Heart Designs will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

Unfortunately, we do not offer refunds or exchanges for change of mind.

Shipping details

We ship domestically within Australia and internationally using Australia Post. Your order will be dispatched and posted within 2-5 days. Once dispatched, shipping time will vary depending on the type of shipping selected. All packaging is made from a combination of recycled, recyclable and compostable materials.

Standard Shipping

Standard shipping parcels are sent via Australia Post at a cost starting from $9.00. Standard shipping typically takes between 2-7 days depending on where you are located. Orders placed on this website over $100 are shipped free within Australia and is automatically applied at the checkout.

Once dispatched, you will receive an email with a tracking code so you can wait eagerly for the postie to arrive.

Express post can be arranged for your order, you will need to select this at the checkout process.

Express Shipping

Express shipping parcels are sent via Australia Post at a cost starting from $12.00. Express shipping takes typically between 1-3 days.

International Shipping (outside Australia)

International shipping parcels are sent via Australia Post at a cost of $24.00. International shipping varies greatly on your location but usually takes 21-30 days.

Please be aware that packages may be subject to delays and additional taxes and duties at the port of entry of various international countries outside of Australia. We do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country. We do not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances.

For further information, please contact your local customs office. All charges are to be paid by the customer on delivery of order. If you refuse to pay these charges your parcel may be abandoned, and we will not be held responsible for any loss of funds as a result of this occurrence.


Once a parcel has been delivered to your delivery address, we take no responsibility for any damage or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended, we recommend sending your order to a work address. If you are providing a work address, please always include the level (if a multi storey building) and the name of the company as Australia Post will return to sender if you do not make these details clear.

We can redeliver parcels where address is incomplete, or has been incorrectly provided, however this will incur a delivery charge of $9.00 for standard registered post or $12.00 for express post.

Please note: the delivery times specified are approximate and as provided by Australia Post. We cannot guarantee these delivery times.