Frequently Asked Questions
Where are you based?
Our Salon is in Melbourne, Victoria. All shipments are originated from our Mount Waverley location, we are not an overseas based business – which means your products will arrive promptly.
Are your products genuine and do they come with a warranty?
Absolutely! We do not stock imitation or replica brands in any shape or form. You can rest assured; a product from Nevo is the real thing! For peace of mind, purchases of GHD irons can be verified as authentic once you receive them by registering them online. GHD Irons can be registered by following this link and entering the hologram code found on your iron. All GHD Irons come with a 2yr manufacturers warranty.
Do I need to be a member to buy from your site?
No you can place an order as a guest, however it’s quick and easy to sign up for an account and you only need to do it once. By signing up you will be able to manage your account details for future orders and view previous order history. Ordering as a Guest will mean you are not able to view your order history on our site.
How are my products delivered and how much does it cost?
All products are sent via a combination of Couriers service and Australia post with tracking at flat rate of $6.95 (*unless stated otherwise), FREE SHIPPING is available on all Australian orders over $50. Please allow 2 to 9 days for delivery across Australia. If you would like your products expressed or have any other special requests please contact Sean at firstname.lastname@example.org and we will do our best to assist!
How long will it take my order to get to me?
We use Australia Post eParcel shipping services, orders placed before 12pm EST of in stock items will be shipped same or next day. Arrival times depend on your location, however generally you can expect your order to be with you within 1-5 working days. Dangerous Goods items (such as items containing aerosol) or very large orders may take longer.
Occasionally we, or our suppliers may run out of a certain item you have ordered – if this occurs and your order will be delayed by more than 48hrs, we will let you know how long the delay is likely to be (generally no more than 2-4 days).
You will receive an email with tracking details upon shipment of your order (don’t forget to check Spam folders), we urge you to check your parcels progress and if it has not reached you within 4 working days please contact us if you have any concerns. For customers living in some regional/rural areas, orders may at times be left at the local Auspost shop closest to you.
Rural destinations and orders containing aerosol products may take an additional 1-3 business days to arrive.
I have a coupon, how do I use it?
Your coupon code can be entered in your cart before payment. Enter your coupon code into the provided box and click ‘Apply Coupon.’ The coupon amount will be subtracted from your total checkout amount. Below is an example of where you can enter your coupon:
What payment methods do you accept?
For your convenience, we accept a number of payment methods:
- All major credit cards including Visa, MasterCard and American Express. We do not add surcharges. Credit card purchases will be processed by PayPal, you DO NOT need to have a PayPal account to pay with your credit card.
- Direct Bank Transfer.
Picture below illustrate how to pay with your credit card on PayPal
PayPal eCheque users please note: Your order shipment may be delayed by 3-5 days if you pay via eCheque, as funds are not cleared instantly. If you are not familiar with eCheque or would like more information before paying via this method, please view PayPal’s explanation here.
If you have selected Bank Transfer as your method of payment, your order may take an extra day of processing time before despatchment. If payment has not been made within 3 working days, the order will be automatically cancelled and deleted from our system. In this case your order will need to be placed again.
Is my payment information secure?
Yes, depending on your chosen method – your payment will be processed by PayPal to ensure your payment information is encrypted and protected at all times. We do not keep or store your payment information on our servers. Upon completion of your payment, you will receive an order confirmation via email and be able to review your order in My Account page. You can also view your previous order history in My Account page.
Can I send a product to someone else?
Yes, you can send a product to a friend by changing the shipping address for the particular order you would like sent to them.
What is your returns policy?
We accept returns within 14 days if a product arrives damaged in transit. We endeavor to secure all orders as much as possible, but handling during freight is beyond our control. If you need to return a damaged item, please email us first to receive an ‘Item Return Code’ before shipping it back to us.
Unfortunately we cannot accept return of goods if you have simply changed your mind. We also urge you to choose your products carefully as we are unable to accept returns for some wrongly chosen items, especially with ‘wet’ items as we have no way to ensure they are uncontaminated. Returns will not be refunded shipping charges and a 10% restocking fee applies.
When returning a damaged product, it is your obligation to satisfactorily pack the item to ensure it arrives back with us intact. We urge you to use a recorded method of delivery to ensure safe transit, we cannot be held responsible for undelivered items.
It is your choice as to whether you would like your purchase amount refunded for the damaged item, or a replacement item sent. Please note we cannot refund shipping charges.
Hey, you sent me the wrong stuff!
We double check all orders before shipping, but if you believe you have received the wrong item or an item is missing from your order, please let us know and we’ll fix the problem asap! Also note that companies change packaging of their products frequently, from total facelifts – to different wording. We endeavour to update the images on our site as soon as possible, but from time to time you may notice slight changes in appearance from the web image or the last time you purchased the item.
Security & Fraud Prevention
To ensure the safety of our customers, on occasion – certain orders may require further information before products can be released for shipment. In most cases this will only delay an order despatchment by a matter of hours depending on when you can get back to us with the extra information we require.
To avoid incidences of theft, some orders of larger value may not be left at the premises if there is no one to accept the parcel. In this instance, parcels will be returned to the local post office or the couriers’ depot (depending on shipping method) where you can collect your goods.
New & Discontinued Products
As mentioned above, we endevaour to keep our site as up to date as possible. We add the latest products as they are released and also take down product deletions when a company discontinues one of their lines. If there is a hot new item you’re after, but can’t see it on our site yet – let us know and we’ll get it up ASAP.
Unfortunately as haircare companies are continuously expanding and updating their ranges – at times, we may not learn of a products deletion until after supplies have already been exhausted. If you have ordered a product that is deleted and we are not able to secure any supply for you, we will contact you and offer you the choice of a replacement item(s) or a refund for the particular product. We will offer suggestions on products that we believe will work for you in a similar way to the original product. If we have not received instructions from you after 24hrs, we will issue a refund for the unavailable item and ship the remainder of your order so you are not left waiting for the rest of your goods.
We endaevour to keep our site as up to date as possible. When looking at a particular product, you will see it’s availability.
Means this item should be in stock and will be shipped within 24hrs.
Out of Stock
Indicates both we and our suppliers are waiting on more of this item to arrive. Out of stock items are usually available again within 5-10 days.
Parcels Not Accepted/Delivered
At our discretion, certain orders of higher value will not be left at unattended premises. If your delivery is not handed to you, or left at your address – a card will be left for you to collect your parcel at the local Post Office or Star Track depot.
In the event you do not claim your package and it is returned to us we will refund the order to you less a re-stocking fee of 10% of the total order. Shipping fees will not be refunded.
Incorrectly Chosen Products
We urge you to double check your shopping cart before placing an order to ensure you are purchasing the correct items you are after. Incorrectly chosen products sent back to us will incur a 10% re-stocking fee and we are not able to refund shipping costs.
You haven’t answered my question!
I purchased a voucher for a service how do I get it and how do I redeem it?
If you’ve purchased a voucher for a hair service or a special offer on our website, your order will normally be processed within 24 hours and your voucher will be emailed to you within that time frame. To redeem your voucher, simply call us or email us to book your service, print out your voucher and bring it with you to your appointment.
*Please consider the terms and conditions of the offer before you commit to purchase.
I purchased ghd straighteners online, how would they be delivered?
ghd straighteners are delivered via Registered Post/Couriers Service free of charge* (*unless stated otherwise).
Who can I contact if I have any questions?
Please send us an email to email@example.com or call us on 9888 2701 or 9824 4797 and ask for Sean.
Do you have a store I can visit?
Absolutely! All of our products are available online and at our Mount Waverley Salon:
64 Essex Rd. Mount Waverley PH: 03 9888 2701
I live outside Australia, can I purchase from the Nevo online store?
If you live outside Australia and are interested in any products please contact firstname.lastname@example.org to discuss your options. *Please do not place an international order before confirming your shipping options with us, otherwise your order will be automatically cancelled.