FAQ

How do I use a discount code online?

You’ll be able to enter your discount code during checkout - just look for the box that says ‘Discount Code’. Make sure to apply it before finalising your order, as it can’t be added afterward.

I have two discount codes. Can I use them both on one order?

Only one discount code can be used per order, unless stated otherwise.

Why isn’t my discount code working?

Many discount codes come with terms and conditions, so your order may need to meet specific requirements for the discount to apply. If your code isn’t working, be sure to check the fine print.

Having issues with a discount code?

If you're experiencing any issues, please contact us before placing your order—we're unable to apply discounts or make changes once an order has been submitted.

Can I change the details of my order or cancel it completely?

We do our best to dispatch orders quickly, which means we may not be able to make changes once your purchase has been placed. If you need to update or cancel your order, please contact our customer service team via the Contact Us page as soon as possible. While we’ll do our best to help, changes or cancellations can’t be guaranteed.

I just received my order, and there’s something wrong. What do I do?

Reach out to our customer service team via the Contact Us page as soon as you can, and we’ll do our best to resolve the issue.

What payment options are available?

We accept Visa, MasterCard, American Express, PayPal, Zip Pay (BNPL), and Afterpay (BNPL).

Important: If you're using Shop Pay (SHOP), Afterpay won’t be available at checkout. To use Afterpay online, you’ll need to log out of your Shop Pay account.

Can I split payment?

We don’t support using two bank cards in a single transaction. However, you can split payment between a gift card and a credit card.

Do you store any of my credit card details?

No - we don’t store any credit card details on our website to ensure your security. For more details, check out our Privacy Policy.

What is your return policy?

At NXP, we want you to shop with confidence. If something doesn’t fit or you’ve had a change of mind, our returns policy is designed to keep things simple and stress-free.

We offer refunds on most items within 30 days of purchase, provided:

• The item is unworn, in original condition, and has all tags attached.
• It’s not marked as final sale.
• It’s returned within 30 days of purchase.

All returns must meet the requirements of our full Returns Policy, so be sure to check it out for more info on how to lodge your return.

I returned my order - when will I receive my refund?

We’ve partnered with Refundid to offer instant refunds - so you can get your money back before sending your item back. Visit our Returns page to learn how it works.

If you don’t choose an instant refund, your return will be processed once it’s received and checked. This can take up to 3 business days, and another 3 - 10 business days for the funds to appear in your account, depending on your bank and payment method.All refunds are returned to the original payment method.

Do you refund sale items?

Yes - most sale items can be returned for a refund. However, items marked Final Sale cannot be returned or exchanged.

Do you refund gift cards?

We don’t offer refunds for gift card purchases unless required by law.

Can I return an item and exchange it for something else?

We don’t offer direct exchanges at this time. The easiest way to swap for a different size, colour, or style is to return your item through Refundid, receive your instant refund, and place a new order straight away.

When will my order be dispatched?

Orders are dispatched within 1–2 business days via Australia Post (domestic) or DHL
(international). If you place your order before 12pm AEST on a business day, it will usually be sent out the same day. Orders placed after 12pm AEST will be dispatched the next business day.

Note: Orders placed over the weekend will be shipped on the next business day. During busy sale periods, dispatch times may be extended.

Do you offer international shipping?

 Yes - we ship internationally via DHL Express to the following regions:

• New Zealand
• United States
• Canada
• United Kingdom

For more info, visit our Shipping Information page.

Do I need to sign for my delivery?

Yes - we request a signature on delivery to make sure your order arrives safely. This helps protect your purchase from loss, theft, or being left unattended.

Can I track my delivery?

Absolutely. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number. Check your junk/spam folder if you haven’t seen it come through. You can track your parcel via Australia Post or DHL, depending on your shipping method.

I haven’t received my parcel—what should I do?

If your parcel hasn’t arrived, please contact our customer service team as soon as possible. Once your order has been dispatched, we’ll investigate with the relevant carrier (Australia Post or DHL) if needed, and keep you updated every step of the way.

I’ve seen a specific style online/in-store, but I think it’s sold out. Will you be getting more stock?

If you can no longer find the item online, it usually means it’s sold out and won’t be restocked - unless a return is processed and added back into inventory. Not sure? Contact our customer service team.

You can also use the ‘Notify Me’ feature on the product page—just select your size and enter your email to get an alert if it comes back in stock.

Does my gift card expire?

Yes, our gift cards are valid for three years from the date of issue. If your card has just expired, reach out to our customer service team via the Contact Us page - we may be able to help.

Can I use two vouchers in one order?

Yes, you can use multiple vouchers in a single order.

What are your customer service hours and contact details?

Our customer service team is based in Victoria and is available:

Monday to Friday, 9am - 5pm AEST
We’re closed on weekends and public holidays. Visit the Contact Us page to get in touch.

I’d like to request a donation for a charity. What’s the process?

We’re currently committed to several selected charities and can’t support additional organisations at this time.

How do I unsubscribe from marketing emails?

You can unsubscribe at any time by clicking the ‘Unsubscribe’ link at the bottom of our emails, or by managing your preferences in your account [here].

Is your head office or warehouse open to the public?

No - our head office and warehouse are not open to the public.

Why haven’t I received any order confirmation or shipping emails?

If you haven’t received emails regarding your order, they may have landed in your junk or spam folder.

To avoid this, add our email address to your contacts or safe sender list.Still can’t find it? Contact our customer service team, and we’ll be happy to help.