FREQUENTLY ASKED QUESTIONS

We are here to help

Here are some answers to the questions we receive the most about our services. If we missed anything, please do not hesitate to contact us.

Delivery

Once you have placed your order, your delivery address cannot be changed. However, depending on when you placed your order we may be able to update the address for you. Please send us an email, referencing your order number and your updated address and we will see what we can do!

As your order is shipped directly from our partners, delivery options will vary. Whilst some brands may ship internationally, others may not. On each product page, it will state whether or not they do ship internationally. Alternatively, you will be also notified during checkout if your product is not shippable outside of Australia.

Delivery costs will vary as each product comes directly from our partners. You can view your delivery cost at checkout. Delivery on orders over $100 are free.

Once you have placed your order, you will receive a confirmation email. You will then receive a follow up email once your order is on it’s way with a tracking number, which you can use to track your order via the courier’s website. If you have placed multiple orders from different brands, you will receive multiple emails and tracking details, which means your items may arrive on different days and times.

Whilst we aim to deliver all products within the given timeframe, we cannot guarantee delivery on a specific day or time as per our Terms & Conditions.

Returns

Due to hygiene reasons, some products may not be available for returns, unless faulty. Any items that are not returnable will clearly be marked on both the product page and at checkout.

Underwear, piercings and all beauty products are also not returnable if they have been opened or used, unless faulty.

As not all items are deemed returnable, please check whether your item is returnable.

  1. Log into your NYK account.
  2. Visit the ‘Returns’ section and select ‘Return Item(s)’
  3. A list of all your orders will be shown here. Please select the one you want to return (note if your item is not returnable, it will be stated).
  4. Fill in the necessary information.
  5. Select how you would like your refund: credited back to your account the payment originated from or store credit.
    Press print label.
  6. Stick the label onto a parcel ensuring your item you want to return is sealed inside.
  7. Drop your parcel off at the post office or post box. Please note you will need to pay for the return. Some partners may refund you the cost of returning the items, others may not. Please check their brand profile for more information.

    Note: we always recommend using recorded delivery for all returns to ensure its safely returned. 

As soon as your item(s) have been received by the partner brand and a refund is confirmed, you will receive confirmation via your preferred communication channel and your refund will be credited whichever method you chose: credited to the account the payment originated from or store credits. You can update your preferred channel at any time under your NYK account > Communication Preferences.

Please note store credits are assigned to your account and can not be transferred to another account.

Oops – sorry about that! Whilst our partners try their very best to ensure you receive the items you ordered, mistakes sometimes happen. We will be able to correct this matter by following these steps:

  1. Log into your NYK account.
  2. Visit the ‘Returns’ section and select ‘Return Item(s)’
  3. A list of all your orders will be shown here. Please select the one you want to return and select ‘incorrect item delivered’.
  4. Please fill in the box regarding the issue with your item (i.e. wrong colour/size etc) and attach any photos.
  5. An email will then be sent directly to the partner (and us) and they will be in touch with you, with all the necessary steps for you to receive the right product you ordered.
  6. Please note this is only for items that are not what you ordered, if you simply do not like the product you must return the product by following these steps, noting not all products may be refundable.

Once our partner brand has received your return you will receive a confirmation via your preferred communication channel stating it has arrived safely in their hands. You will then be updated via email once the refund process has been initiated. Please note depending on your bank, the refund may take up to 7 business days from when you received the refund process initiation email, to enter your account. If you have still not received the payment after 7 business days please contact us.

You can update your preferred channel at any time under your NYK account > Communication Preferences.

Returns can vary depending on your location and the location of our partner brand. As soon as the return has been received by our partner brand you will receive a communication via your preferred channel. You can update this at any time under your NYK account > Communication Preferences. Please note some returns may take up to 15 business days, so if you have not received an email by then, please contact us.

Depending on how you have posted your return, you may be able to track it using the couriers website. We always recommend using recorded delivery when returning an item, to ensure its safety. 

Depending on your preferred communication channel, you will either receive an email, phone or SMS to keep you updated regarding your returns, refunds and exchanges. You can update your preferred channel at any time under your NYK account > Communication Preferences.

Once the parcel has been delivered it still needs to make its way to our Returns team to be processed. This may take 1-3 business days. No need to worry as we’ll keep you updated once it’s been processed.

As items are shipped directly from our partners, your refund for items from different brands will be processed individually. As such please allow up to 7 business days for your return to enter your account, if you have not received it by then, please contact us.