30 Day Satisfaction Guarantee

FAQs

Neotheme endeavors to provide quick resolutions to any problems experienced with our products. If you have any problems with a product that you have bought from Neotheme you can submit a ticket to our support team.

Ordering

How do I order online?
Our site has been built from the ground up to make shopping simple to find the product you’re looking for. Just browse our categorized products from the left hand menu, add products to your shopping cart and follow our checkout system, simple!

What payment methods are accepted?
Orders can be paid online through our secure credit card payment gateway provided by eWay. We accept VISA, Mastercard credit and debit cards. If you prefer not to use your card we also offer payment by PayPal.


Do orders include sales TAX?
All Australian customers will incur GST (Goods and Services Tax) on all orders from Neotheme.

Is there a minimum order requirement?
There is no order quantity requirement you can order as much or as little as you want.


When can I download my product?

Once your order has been received through our website your order will be processed and you will receive an automated email with the details on how to download your product. Please allow up to 30 minutes to receive the order confirmation email, if you have not received it within this time you may need to check your email clients junk mail box otherwise contact us at: support@neotheme.com.au and one of our customer service representatives will assist in fulfilling your order.

Exchanges and Refunds

Are returns and exchanges accepted?
It is possible to arrange an exchange or refund. To be eligible to receive an exchange or refund you must meet terms and conditions specified in our Refunds and Returns policy.

What is the procedure to receive a refund or exchange?
1. Login to your account and go to ‘My Support Tickets’.
2. Create / Lodge a new support ticket remembering to assign the ticket with the order from the drop down box you are wanting refunded and state the reason for your order to be refunded.
3. A customer service representative from Neotheme will respond to the ticket stating whether the refund has been granted.
4. If the refund is granted the total of the order will be refunded to the payment type you ordered with.

How long until I receive my refund?
It will take up to 5 business days to process your refund.

General

Is Neotheme an Australian owned and operated business?
Neotheme is a 100% Australian owned and operated business our Australian Business Number is 32 421 325 173.

What is your press contact?
All press inquiries should be emailed to – press@neotheme.com.au

Privacy & Security

Is my order secure?
At Neotheme we take your privacy very seriously. Our site has been secured with GeoTrust Extended Validation SSL, one of the most trusted security SSL providers in the world. When you process your order though our checkout you are protected by GeoTrust's 128-256bit SSL encryption providing piece of mind for you when ordering online.

How do you use my information?
We use you email address to contact you for account activations, order confirmations and monthly newsletters. You can opt out of our newsletter at any time by clicking the unsubscribe link at the bottom of each newsletter. Your phone number is used to contact you for any reason to do with any order you have made from Neotheme. Your address is only used currently for billing purposes, however we may send you promotional offers or other material in the future. Other than these exceptions your personal information will not be given out or sold unless requested by law agencies as part of criminal investigations.

Is my credit card information stored?
Your credit card information is never stored on our server and is processed through our secure online payment gateway provided by eWay.

Contact Us

How do I contact Neotheme?
Listed below are the multiple ways you can get in touch with Neotheme, whether you have a sales question or a general inquiry.

Email – Each email is listed below depending on what department of Neotheme you want to contact.

Sales: sales@neotheme.com.au
Support: support@neotheme.com.au