FREQUENTLY ASKED QUESTIONS
Shipping and delivery
Will my order be sent same day?
Orders are shipped every Wednesday and Friday. Cut off time for orders is midday Tuesday and Thursday.
Please note that during busy sale periods (such as Black Friday and the Christmas period) and public holidays, there may be a delay in dispatching your order due to an increase in order volumes.
If we are unable to dispatch your order as outlined above, we will let you know on the same day that you place your order and advise the next possible dispatch date. (applies Monday-Friday only)
If you are having trouble tracking your parcel online via the tracking link or there has been a significant delay in your parcel arriving, please email hello@hazelwoodmemories.com.au
Do you ship internationally?
No. At this moment we only deliver within Australia.
How much is postage?
We charge the flat rate per order. Flat rate is shown at checkout.
How long will my order take to arrive?
We pick and pack your order within 24 hours Monday to Friday and use reliable Couriers to deliver your order. Once your order is collected by the Courier you should receive your tracking number. The courier service takes approximately two to three days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to seven working days to Western Australia.
What happens if I entered the wrong delivery information?
Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
You will receive your tracking information once dispatched.
What happens if I have an old address on my Pay Pal Account?
We only use the shipping address you supply us with when placing the order. If no shipping address is added, we will use the billing address you added, so no need to worry if your Pay Pal address is wrong.
What if my package goes missing?
If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with the Courier. Every missing package will be assigned a unique case number by the Courier and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, you will be charged the postage fee as charged by the Courier at the time of dispatching you order.
Can you combine my orders and refund my shipping?
Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through our system. We want to get your order to you as fast as possible, so our processing times are very strict! Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds.
I gave 'Authority to Leave' but the Courier representative did not leave my package as requested.
As the 'Authority to leave' (ATL) is an agreement between yourself and the Courier. We cannot guarantee that it will be left as requested. The Courier makes the final decision of whether to leave the parcel as instructed. If you have ticked 'ATL' and the courier has not left the parcel, please contact us discuss this.
How can I change my address in my account?
You can update your address details at checkout when placing your order.
Please note: We cannot change addresses in the system once an order is placed.
PROMOTIONS, OFFERS AND SPECIAL DEALS
When is your next promotion?
We send out special offers, new launches and more via our newsletter. Be sure to sign up for our newsletter to receive this information!
Follow our Facebook & Instagram pages to keep up to date with special flash sales or weekend only offers!
Do you honour prices for sale items that are out of stock?
Our promotions are while stocks last, and unfortunately we are unable to take pre-orders or honour sale prices after the promotion has ended.
We cannot refund you if an item you previously purchased is now on promotion.
orders
How do I know if my order has been successful?
You should receive an email order confirmation once you have placed and paid for your order. If you did not receive this confirmation please email hello@hazelwoodmemories.com.au and we will check if the order went through on our system.
Can I cancel or amend my order once I have submitted it?
Unfortunately no changes can be made to your order once you have submitted it. This means that as much as we would love to add to your order or change an item in your order or cancel it, we simply can't.
All orders are processed through to the warehouse system immediately and as our warehouse is largely automated and customer orders packed by state and ID code rather than name, we are unable to locate these in the warehouse to amend.
RETURNS/EXCHANGES
What is the returns policy?
We want to make your online shopping experience as easy as possible. We are happy to provide a store credit, refund or exchange for any items that are unopened, unused and returned to us within 30 days of purchase.
To return your items, please email us at hello@hazelwoodmemories.com.au and we will send you details on how to proceed.
Once we have received your returned item/s we will be in touch via email to process your credit or refund. Please ensure that your name, order number and email address are included within the package so that we can locate your order details in our system.
My item arrived damaged, can you help?
For any items that arrive broken or damaged, please email us at hello@hazelwoodmemories.com.au quoting "Damaged Item" in the subject line with a photograph within 7 days of receiving your delivery and we will provide you with a store credit or replacement item.
PRICING POLICY
In what currency are your prices listed?
All prices on our website are listed in local AUD (Australian Dollars)
SECURITY AND PRIVACY
Will my email be shared with a Third party?
We will not share your email or any other information with a third party unless they are directly involved in the processing or delivery of your item. We use your email address for order confirmation, customer service issues or to provide your tracking code via Australia Post. All email addresses on our newsletter list are opt in only (we do not automatically add your email to this list).
NEWSLETTER
Do you have a newsletter?
Yes! Join our new letter at the bottom of the page and be the first to know about the best offers, deals and new launches!
USER ACCOUNT
I forgot my password!
No worries! You can retrieve your password by clicking on the Forgot your password? link at the bottom of the login screen. If there is an active account with that email address we'll send you an email so you can create a new password for yourself.
No one else can see your password, not even us, so this is the only way to get a new one.
My Forgotten Password link in the email isn't working
If it has been more than 15 minutes since you started the Forgotten Password process please try again. (The link expires to protect your security).
If it has been less than 15 minutes:
Sometimes email software breaks links, so when you click (or tap) on it and are taken to the website the link doesn't work because it is incomplete.
Solution: Request another password reset by clicking on “Forgot password?” on the Login page and enter your email address in the space provided.
Can I change or delete my payment details?
Yes! Next time you are placing an order at the Checkout click on the 'Change credit card' link below your saved details. Then you can enter the new card and the details will be saved when you complete your order.
To delete a saved card click on the My Wallet option on your profile, select the card that you wish to delete and click on Delete Card.
You can still have an account with no saved payment details. And if you feel like adding new ones later there is a tick box at the bottom of the checkout to save them.
Please note that for security reasons we cannot delete your card details nor are we able to view them.
How do I change an address saved on my account?
The address details that you use at the checkout are saved in your account. Next time you are placing an order at the checkout you can edit your address under the Shipping Details section. These details will be saved as your default address when you complete your order.
Alternatively, you can edit an existing address by clicking on the My Addresses option on your profile.
How do I change my email address on my account?
Unfortunately, we cannot change or merge email addresses at this stage as the user accounts are created on the email addresses alone.
We recommend that you create a new account using your new email address. Once this has been done email us at hello@hazelwoodmemories.com.au and we can delete the old account.
Please be aware that your order history, status and favourites will not be transferred. Accounts with active subscriptions also cannot be changed or merged.
REVIEWS
Review guidelines
To comply with Australian law and ACCC guidelines, we are required to monitor all publicly posted product reviews on our website and in accordance with the law, remove any reviews that appear fake, offensive, defamatory or irrelevant.
We may edit your review in part to ensure it remains within these guidelines, this includes the removal of words that may appear offensive, rude or irrelevant.
Please note that reviews should be based on your personal experience. Reviews should not be given on items which are faulty or have arrived broken or damaged.
If you have received a faulty item please contact us for a replacement.
Why can't I post more than 1 review on a product?
Our website only allows you to post one review per product per IP address, this is to stop false or repetitive reviews which can skew the rating of a product to be misleading - whether positively or negatively.