Shipping and Dispatch
How long does it take for my order to be dispatched and what are the shipping time frames?
While we generally aim to dispatch your order in 5 business days, in sale periods we may need up to 10 business days, to dispatch. Please note that this time frame does not include weekends and public holidays. Once your order is dispatched, Standard
What do I do if I haven't received a tracking number/shipping email or if my tracking information has not been updated?
Once you have placed your order, you should receive an order confirmation email. If you did not receive this, please check your spam folder. If it's not in your spam, you may have accidentally made a typo when entering your details. Feel free to reac
What should I do if my package shows as delivered, but I haven't received it?
We understand the concern when a package is marked as delivered but has not been received. We recommend checking with any roommates, family members, or neighbours who may have received the parcel on your behalf. It’s also a good idea to look around t
Can I combine shipping for multiple orders I've placed?
Unfortunately, we are unable to merge orders once they have been placed. This is because our warehouse team begins processing orders as soon as they come in to ensure the quickest possible dispatch time.
Can I change my shipping address?
We would be more than happy to update your address as long as your order has not been processed or dispatched. If your order has been dispatched we can attempt to redirect your parcel with the shipping carrier but we can not guarantee this will be po
My tracking states that my parcel is being returned to the sender. What should I do?
Please email our Customer Service team at [email protected] so they can create an enquiry with the shipping carrier to find out why your parcel has been returned to the sender. Be sure to include your full shipping address in the email so we can
Can I pick up from your warehouse rather than post?
Unfortunately due to Occupational Health & Safety reasons we are unable to have customers onsite sorry! You can check the store locator on our website for places to buy in person however ♥
Shipping Protection
If you choose to add Shipping Protection at checkout, your order is covered for unexpected courier issues such as:. Lost in transit. Damaged in transit. Stolen after delivery. Delivered to the wrong address by the courier. If you need to make a claim
Will I be charged duties and taxes?
Because we are a company based in Australia sending goods overseas, unfortunately custom taxes will sometimes be charged on your parcel upon its entry to your country Unfortunately customs charges are beyond our control as they are set by the local g
How is your shipping fee calculated?
Our shipping for both domestic and international orders all depend upon the origin of the parcel, final destination, weight of the shipment, value of the products, size of your parcel, speed of delivery and the amount you have ordered.Our Shipping Fe
Do you offer free shipping?
We currently are not offering free shipping due to the volume of orders being placed, sorry for any inconvenience
How can I track my order?
Once dispatched you will receive a Shipping Confirmation which will include your Tracking ID and a link to check progress along the way. For your reference you can also access it here:. https://www.hideaway.online/tools/track
Do you delivery to Parcel Lockers or Po Boxes?
Unfortunately at this stage we do not ship to Parcel Lockers or PO Boxes.