Shipping policy

Last updated: 03/06/2026

Thank you for shopping with Neylon. This Shipping Policy explains how orders are processed, shipped, and delivered from neylon.store.

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Shipping Destinations

Neylon currently ships to the following countries:

• Australia
• United States
• Canada
• New Zealand
• United Kingdom

We do not currently ship to countries outside of the locations listed above.

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Shipping Costs, Delivery Times & Carriers

We currently offer free standard shipping on all orders to our available shipping destinations.

The exact carrier may vary depending on the destination country, product, fulfilment provider, and available delivery service.

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Handling / Processing Time

Orders are usually handled and processed within 1–2 business days, excluding weekends and public holidays.

Processing time is the time needed to prepare your order before it is shipped.

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking details where available.

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Order Cut-Off Time

Our order cut-off time is 5:00 PM AWST, Monday to Friday, excluding weekends and public holidays.

Orders placed before 5:00 PM AWST on a business day will usually begin processing the same business day.

Orders placed after 5:00 PM AWST, or on weekends or public holidays, will usually begin processing on the next business day.

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Estimated Total Delivery Time

Estimated shipping time is 6–15 business days after handling/processing.

This means the total estimated delivery time, including handling/processing, is usually 7–17 business days.

Total delivery time = processing time + shipping time

Delivery times are estimates only and may vary depending on your location, carrier delays, customs processing, public holidays, peak periods, remote areas, weather events, or other circumstances outside our control.

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Fulfilment Partners & Shipping Origin

Our orders are stored, packed, and shipped from China by our suppliers, fulfilment partners, or logistics providers.

Although fulfilment partners assist with shipping, Neylon remains your point of contact for customer service, returns, refunds, and order support.

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Tracking

Tracking information will be provided by email once your order has shipped, where available.

Your shipping confirmation may include a tracking number, tracking link, and carrier information.

Please allow some time for tracking information to update after your order has shipped.

If your tracking has not updated for an extended period, please contact us at team@neylon.store or +61 0499 053 358 with your order number.

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Shipping Delays

We do our best to process and ship orders within the estimated timeframes, but delays may occasionally occur.

Shipping delays may be caused by:

• Carrier delays
• Customs processing
• High order volumes
• Peak shopping periods
• Public holidays
• Weather events
• Remote delivery locations
• Supplier or fulfilment delays
• Incorrect or incomplete shipping details
• Other circumstances outside our control

If your order is significantly delayed, please contact us with your order number and we will investigate the issue.

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Split Shipments

If your order contains multiple items, your items may be shipped separately and may arrive at different times.

If this happens, you may receive separate tracking details for each shipment.

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Missing or Incomplete Orders

If your order arrives incomplete or an item is missing from your package, please contact us at team@neylon.store or +61 0499 053 358 with:

• Your order number
• A description of the missing item
• Photos of the package and items received

We will investigate the issue and provide a suitable resolution, which may include sending the missing item, offering a replacement, or issuing a refund where appropriate.

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Damaged Packages

Please inspect your order when it arrives.

If your package or item arrives damaged, please contact us as soon as possible at team@neylon.store with:

• Your order number
• A description of the damage
• Clear photos or videos of the damaged item
• Photos of the packaging, where relevant

We will review the issue and provide a suitable resolution in accordance with our Return & Refund Policy.

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Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, or local fees depending on your country.

Neylon does not currently charge GST at checkout.

Any customs duties, import taxes, or local fees are set by local authorities and are the responsibility of the customer.

Neylon is not responsible for delays caused by customs processing.

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Incorrect Shipping Information

Please make sure your shipping details are correct before placing your order.

If you need to update your shipping address or cancel an order, please contact us at team@neylon.store or +61 0499 053 358 within 12 hours of purchase.

Once an order has been processed or shipped, we may not be able to cancel the order or update the shipping address.

Neylon is not responsible for orders delayed, lost, returned, or delivered incorrectly due to incorrect or incomplete shipping information provided by the customer.

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Failed Delivery, Refused Delivery, or Unclaimed Packages

Your parcel will be delivered based on the shipping address and contact information provided at checkout.

If delivery is unsuccessful due to incorrect details, refusal of delivery, failure to collect the package, or no one being available to receive the package, the customer may be responsible for any additional redelivery, return, or reshipping costs.

If a package is returned to sender due to customer-related delivery issues, please contact us so we can review the situation and provide the next steps.

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PO Boxes, Parcel Lockers, and Remote Areas

Some PO boxes, parcel lockers, military addresses, and remote locations may not be available for delivery.

If we are unable to ship to your address, we will contact you using the contact details provided with your order.

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Lost or Delayed Orders

If your order is significantly delayed, your tracking has not updated for an extended period, or your order has not arrived, please contact us at team@neylon.store or +61 0499 053 358 with your order number.

We will investigate the issue with the relevant carrier, supplier, fulfilment partner, or logistics provider.

If your order is confirmed lost or cannot be delivered after investigation, we will offer a suitable resolution, which may include a replacement or refund.

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Non-Refundable Shipping Charges

We currently offer free standard shipping on all eligible orders.

If any shipping charge is paid by the customer in the future, the original shipping charge may be non-refundable unless the order is damaged, defective, incorrect, confirmed lost, or otherwise required to be refunded under applicable consumer law.

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Contact Us

For shipping or delivery enquiries, please contact us at:

Business Name: Neylon
Website: neylon.store
Email: team@neylon.store
Phone: +61 0499 053 358
Address: 8 Bateman Street, Mosman Park, Western Australia 6012, Australia
ABN: 65 985 952 594