Questions

We hope we’ve answered your questions here – if not please send us an email at karen@neapolitan.net.au We'd love to help you with your enquiry.

HOW DO I CREATE AN ACCOUNT?

To create an online shopping account, simply follow the prompts to complete your first purchase and you'll be asked if you'd like to sign in as an existing customer or check out as a guest - check out as a guest and at the end of your purchase you will have the option to create an account.

You can also sign up to receive our newsletter so we can keep you up to date on all of our latest collections and colourful inspiration!/.

DOES ORDERING REQUIRE AN ACCOUNT?

You can buy products from us as a Member or a Guest Customer, just select 'Checkout as Guest' when asked to enter your details in the checkout process.  Members receive exclusive offers and updated information about our fabulous new collections!

DO YOU HAVE A CATALOGUE?

All of our gorgeous products are available to view on our website, where you'll also be the first to see all our newest collections. 

WHAT IS THE STATUS OF MY ORDER?

Once your order is submitted we'll email you your invoice and start work on packing your special products. Next we'll send you another email when your order is dispatched. That way you should be right up to date with the progress of your order.

HOW LONG WILL IT TAKE?

PLEASE NOTE orders will be dispatched within 5 business days.

For a guide on how long it will take after your order has been dispatched until you receive your gorgeous goodies, see the table below.

CAN I TRACK MY ORDER? 

The only delivery option that is tracked is Express delivery.

DO YOU DELIVER TO PO BOXES?

Yes, we deliver to PO Boxes anywhere in Australia.

DO YOU OFFER EXPRESS DELIVERY?

Express Delivery is available in Australia.

WHAT IF I'M NOT HOME DURING DELIVERY?

If you are not at home when your order is delivered, your friendly postman will leave a note stating that you should collect your package from your nearest Post Office.

WHO DO YOU USE FOR DELIVERY?

For deliveries around, we use the trusty folks at Australia Post.

WHAT IF MY DELIVERY ADDRESS IS WRONG? CAN I CHANGE IT?

Get in contact with us at karen@neapolitan.net.au as soon as possible.  We may be able to change your delivery address - providing the order hasn't been sent. 

COUPON / PROMO CODES

If you have a coupon or promo code you can apply this at the cart checkout page and press 'apply'. All coupon codes have an expiration date, and if that date has passed, it is no longer valid. Please check the original code communication for the valid dates, or contact us at karen@neapolitan.net.au to clarify.

CAN I SEND MY ORDER TO A FRIEND AS A GIFT?

Absolutely. Simply change the delivery address on the order during the checkout process before submitting the payment, and we will send it to them. The invoice is emailed to the person placing the order, so there won’t be any invoice in the package that gets sent to your friend.  Let us know in the comments box if you'd like the order gift wrapped - and if required, the product pairings you'd like wrapped together. If you'd like to send a gift card include your message in the notes section upon checkout. Please limit your message to 25 words or less.

DO YOU OFFER A GIFT WRAPPING SERVICE?

Yes, we do! Just let us know in the comments box upon check out. If you are sending a special gift to a friend and would like to send a gift card, include your message in the notes section upon checkout. Please limited your message to 25 words or less.

WHAT DO I DO IF I WANT A REFUND OR EXCHANGE ON A PRODUCT?

Please refer to our Returns & Refunds page or get in touch with us at karen@neapolitan.net.au

YOUR SECURITY

The secure server software (SSL) encrypts all information you input before it is sent to us and ensures that any information arrives privately and unaltered. All credit card details are processed by a secure connection to our server set to 128 bit encryption technology.

CAN I CHANGE OR CANCEL MY ORDER?

We like to start gathering and packing your order as quickly as possible so unfortunately its often too late to make any changes. It is always best to carefully check your order before submitting the payment.

I'VE SEEN YOUR PRODUCTS IN A MAGAZINE or CATALOGUE AT A DIFFERENT PRICE TO WHAT IS ON YOUR WEBSITE.

Our gorgeous RICE products have recently been increased in price by the manufacturer and wholesaler and as such the recommended retail price has increased.  If you have seen a RICE product, with NEAPOLITAN Homewares as the stockist, in a magazine or catalogue at a different price please contact us with a copy of the catalogue or magazine and we will honour that price.

WHAT IS zipPay?

zipPay is an alternative external payment method which allows you to shop now, receive the items and pay later. Refer here for further details and to apply www.zipmoney.com.au 

Should you wish to cancel your zipPay order, you will be charged a cancellation fee of 4% of your total order value. This amount will be withheld from your refund.

 WHAT IS Afterpay?

Afterpay is an alternative external payment method which allows you to shop now, receive the items, and pay for your purchases in 4 equal fortnightly instalments, interest free . Refer here for further details and to apply www.afterpay.com.au

Should you wish to cancel your Afterpay order, you will be charged a cancellation fee of 6% of your total order value. This amount will be withheld from your refund.