We aim to ship your order the next business day from either our Gold Coast, Australia, studio or from our shipping partner in Bali, Indonesia. Your order may be sent from either location dependant on stock availability at each studio.
Our dedicated team will carefully pack your order, and provide you with a tracking number as soon as it has been picked up by DHL couriers or provided to Australia Post.
Currently, we are packing and sending orders every week day and also on Saturday mornings until midday so we can get your parcel out to you as fast as possible.
Where items are sent from the Gold Coast (Australia) warehouse, items will be sent Express with Australia Post with all tracking provided once posted. We hold select sizes and stock at our GC location. Please email us if you need your item in a hurry (for Australian orders) so we can check where your item is located to try and meet your timeframe.
Prior to sending your order, our team will carefully steam the item/s again to minimise any creases and perform our last quality check to ensure the item is to our best standard. We then photograph the order and weigh the parcel to ensure all items are packed correctly. We are a small business that will always care about each item that is sent out to our customers.
We ship all orders express with tracking and do not offer any pickup or alternative shipping methods. We find this is the best way to ensure your items are received by you both securely and in the fastest way possible.
You will be able to track your order every step of the way with the link and tracking information provided in the email sent to you once your order has been picked up by our courier or sent with Aus Post Express.
For items sent with DHL: When tracking your item, you will notice a DHL estimated date for delivery. Often, DHL deliver faster than their initial estimate and they will update their delivery times and dates accordingly as your package gets nearer to your shipping address.
In the event you are not home to sign for the parcel, DHL will call you on the mobile number you have provided to arrange another delivery time with you. If you decide to request no signature on delivery in a private arrangement with DHL, we are unable to hold any responsibility for items that subsequently become lost or anything else happens to the parcel. We will always send with signature on delivery.
DHL will not leave parcels unattended or deliver to PO Boxes, so please write a suitable daytime delivery address with your daytime phone number so you can sign for the parcel or be in contact easily with the DHL delivery person.
Please note if your order was placed on a weekend, your order will be shipped on a Monday. If the Monday is a public holiday, the item will be shipped on the next business day. Weekends are excluded from delivery timeframes so please take this into account if you require the item for a specific date.
Orders for special events
If you are unsure if your item is likely to reach you in time for a special event, please email us at firstname.lastname@example.org so we can check with DHL couriers or Australia Post to see if it is likely to make it to you within time, or alternatively, we can also check availability of our stock in our studios and try to meet your timeframes for delivery in your area.
We are happy to run checks on stock locations to try meet delivery for your timelines for special events, so please don't hesitate to email us the style you require, colour and size to email@example.com and we will aim to get back to you within 24 hours on weekdays, between 8am to 5pm Australian Eastern Standard Time.
Please note, we unable to be responsible for any shipping delays in delivery due to DHL or Australia Post Express as they are a third party shippers and we have no control over their delivery schedule. We will do our best though to get your parcel to you in time. All timeframes listed here are a guideline and are based on our usual order delivery dates.
EXAMPLE DELIVERY TIMEFRAMES
Sample delivery times with DHL express couriers:
Australian orders (metropolitan areas): 5 to 8 business days.
Australia orders (outside metropolitan areas): 5 to 10 business days.
To the United States: 5 to 10 business days.
To other countries: 5 to 10 business days.
*Please note these delivery timeframes are a guideline and we will not be held responsible for any delays caused by DHL or Australia Post Express to the example delivery timeframes above*
CUSTOMS & DUTY FEES
All parcels that are sent by us to an address other than an Australian address, are sent duties unpaid from our either our warehouses on the Gold Coast Australia or our shipping partner in Bali, Indonesia.
HAZEL & FOLK is not responsible for any customs or duty fees that may be applicable for you to receive your order and these are required to be paid for by the customer.
Please check your country's rule on importing and buying goods from overseas suppliers prior to purchasing as these amounts are subject to change with your local laws. If you have any questions about customs duties prior to purchasing, please contact your local customs office for further explanation.
Example customs and duties fees:
To the United States: Orders over the value of $800 USD may incur customs and duty fees.
If your country requires you to pay duties and you choose not to, the item will held by customs until your fee is paid, or if not paid, the parcel will be destroyed and your original shipping fee can not be refunded. If the parcel is returned to sender to Bali, Indonesia you will be required to pay for any import duties applicable for your parcel's re-entry into Indonesia. We are an Australian company and process all returns at our office on the Gold Coast, Australia.
For more information on customs and duty fees:
We strongly suggest you consult with your local customs department and also look at http://www.dutycalculator.com/ to understand further about duties and taxes which may apply to your order and may be charged by your country. You can also call your local DHL centre and ask about the possible duties on your order.
Please note: any "free shipping" promotions run by us exclude any customs/duties/taxes that are required (if so) to be paid on your end to receive your parcel. We will only pay for the shipping costs on "free shipping" promotions but not any extra charges imposed for importing the item/s into your country.
CANCELLATION OF ORDERS
Once an order's tracking has been sent to you, we cannot under any circumstances cancel the order as the order is already in transit to you with a third party courier. We are also unable to change the address of the parcel or be held responsible for any return costs of any package due to wrong address being provided so please check your address details carefully.
ASK US ANYTHING
If you have any queries regarding delivery or anything else, we are only too happy to help. Just send us an email to firstname.lastname@example.org and one of our team will reply within 24 hours.
EU & UK SHIPPING
We have temporarily suspended shipping to some countries of the EU & UK. We currently ship to:
Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Latvia, Lithuania, Malta, Poland, Slovakia, Slovenia, and Sweden. We currently do not ship to the UK.
HAZEL & FOLK is an Australian registered company.
We design all of our pieces on the sunny Gold Coast, Australia and ethically make all of our items in Bali, Indonesia by Yogi & Boo Clothing Manufacturer, a highly regarded ethical factory, visit www.yogiandboo.com for more information on staff & factory initiatives.
All of our printed pieces are eco digitally printed with Oeko Tex Eco Passport non toxic inks, the highest grade inks available by Palm Printing Co, www.palmprinting.co