Returns

Secure your goods before they sell-out, don't wait for an exchange get an instant refund guaranteed by Refundid then buy the item you need.

Our products are in high demand, as we consciously aim to not over produce as part of our efforts towards a more sustainable industry. If you wish to exchange your item, we have partnered with Refundid to speed up the process, so you can get an instant refund before you even send your order back.

This means you’ll have the cash to secure your goods straight away without having to wait for us to process an exchange when
we receive your parcel back.

So, why wait!
Start your return now.

Refundid is an online portal that facilitates the return delivery and refunds for a huge range of brands - we think they’re the best in the business, so we partnered with them to make our returns process easier for you. This means that you can get your refund before you’ve even shipped back the goods for us to check over and process your return.

The steps are simple, all you need is your email address and order number, follow the prompts and you’re on the home stretch within seconds. The Refundid portal will supply you with a shipping label with tracking for you to return your parcel to us. Then just drop it at your local post office.

1. Hit the 'Start Return' Button above, or go to https://portal.refundid.com/stores/nena-and-pasadena
2. Enter your order number and email address
3. Pick the items you're returning
4. Receive your refund instantly into your nominated bank account with a instant refund, or select standard refund for a regular return (i.e. if you want it back on your original gift card or credit card).
5. Download your return label and post your parcel back to us within one week.

When we received your item back, we assess the goods and if it’s all in original condition we accept the return, balance our accounts with Refundid and it’s all sorted.

If we receive the items and they don’t meet our policy and are worn, washed or has no tags attached we may reject the refund. If this happens, we will be in touch to resolve the issue, but you may have your refund reversed if the items don’t meet our policy. If you have worn or washed the item but still feel you deserve a refund for a particular reason, please get in touch with our customer service team before processing your return.

The item(s) you are returning must include any original tags and must not have been worn, altered or washed. Caps must be returned in a box to maintain their shape. Footwear must be returned with all packaging.

Some item(s) cannot be returned for hygiene reasons; underwear & socks. 

Items labelled final sale cannot be returned.

When processing your return you’ll come across shipping costs. Refundid have multiple carrier options and better pricing than the post-office, the return shipping cost will be deducted from your return refund, unless your item arrives faulty, or we send you the wrong item (sorry, doesn't happen often!).

If your item does arrive faulty or the wrong item received you can still process your return through Refundid, and select the appropriate return reason to ensure your
shipping is on the house.

Yes! For garments that meet the returns requirements and are purchased on or after 28th November, 2024 can be returned via our Refundid returns portal until 31st January, 2025. For purchases after 1st January, our standard returns policy applies.

If you place your original order on a gift card, you can still process your order through the Refundid portal to assist your standard return refund. Unfortunately you won’t be able to process a return for an instant refund.

Once you’ve selected the standard refund and gone through all the steps to post your items back to us, we will process your return once it arrives, and the funds will refund back onto your same gift card.

No matter how you paid for your original order, Refundid can sort it out.

Instant refunds go straight back into your nominated bank account so you can pay off the Afterpay/Zip balance straight away.

Refundid technology will refund you your return order instantly and supply you with a return shipping label. We pay for this service so you don’t have to, but when it comes to the shipping costs, Refundid have multiple carrier options and better pricing than the post-office, the return shipping cost will be deducted from your return refund, unless your item is faulty or we send you the wrong item.

It’s up to you to physically return the goods to your local post office, the Refundid technology will then use the Australia post tracking details to monitor your return.

If you choose to organise your own shipping for the return make sure you input the carrier and tracking number so we can be alerted and track your return.

If you have received a wrong item or believe the item is faulty. Please ensure you choose “Faulty” or “Wrong Item” as your return reason in the Refundid portal.

How to tell if you item is faulty:

• Arrives with marks that are not part of the design,
• Has graphics or design elements positioned in the wrong place,
• Buttons or zipper is broken.

If your item becomes faulty outside of the 30 day returns window please contact us at customerservice@nenaandpasadena.com with your order number and the details of the issue. We have a 3 month warranty for clothing that experiences a fault within 3 months of normal wear.

If you’ve purchased your items from one of our retailers such as Neverland Store, Myer or
Ozmosis (to name a few), you’ll need to return your item/s through their system.

Please get in touch with the original source of your purchase. They may even have a Refundid partnership too!

We cannot refund any costs for International Shipping nor any duties or taxes that may be charged by your government upon entry into your country.

Due to the high delivery costs and customs fees we advise you to choose carefully as returns get difficult and expensive. You can still process a standard refund through the Refundid portal.

International Orders must be returned at the cost of the customer. If there is a fault in your garment or you’ve received the wrong item, please contact our
crew so we can look to resolve this for you at customerservice@nenaandpasadena.com