RETURNS & EXCHANGES
Refunds or Exchanges for change of mind for items purchased at full retail price
If you purchase an item that is full priced and decide for any reason that you have changed your mind, you are able to return the item in its original condition for a refund (less Return Fee) or store credit or exchange for the value of the item paid (less shipping costs paid) - the choice is yours.
Please email us at hello@hazelandfolk.com within 14 days of your receiving your item for a Returns Form. A parcel is deemed received by you when tracking states the parcel has been delivered to you.
When you receive your Returns Form, you will then have 3 days to place your item in the post to our Gold Coast (Australia) address.
We are happy to issue you with a refund or credit note or exchange (dependant on your choice) for change of mind providing:
- You notify us within 14 days of receiving your item that you would like to return the item.
- The items have not been worn, damaged or washed (items are measured against our originals and have markers that indicate when an item has been washed. Items that are worn, damaged, washed, altered or have perfume/make up marks, or pet hair are sent back to you).
- The items have their original tags on it
- The items are neatly packaged and are sent to us within 3 days of receiving our Returns Form with a trackable shipping method (international shipping times are taken into consideration)
Please note our returns policy is strictly applied and does not cater for refunds or exchanges requested after our returns period has expired for reasons such as change of mind, cancellation of events (eg weddings/photoshoots), desire for change of colour for bridal parties/any parties, or other like change of mind reasons, so please keep this in mind when placing your order.
If your returned item does not satisfy our requirements that it is in its original condition, your item will be sent back to you with tracking.
Return Fees for all orders (excluding the United States):
For all refund requests to return full priced items for a refund for change of mind reasons for orders sent to an address (excluding the United States), a $10 returns fee will be deducted from your refund. For EU orders, the fee will be 10EURO. For all UK orders, the fee will be 10GBP. For all store credit requests, no returns fee will be applied. Our Returns Fee applies to purchases made on 01.01.25 onwards.
Return Fees for orders sent to the United States:
For all refund requests to return full priced items for a refund for change of mind reasons for orders sent to an address in the United States, a 10% returns fee will be deducted from your refund. For all store credit requests, no returns fee will be applied. Our Returns Fee applies to purchases made on 09.04.25 onwards.
Cancellation Fees:
If an order is requested to be cancelled prior to sending, and we are able to cancel the order, a $10 cancellation fee will be deducted from your refund to cover administrative costs to restock the item.
For items that have 11% or more discount applied to their listed full price (including promotional codes applied at checkout) we are happy to offer store credit valid for up to 3 years or exchange of size for returns for change of mind.
We will provide a refund, replacement or repair however on a sale item if the item is found to be faulty or does not fulfil a Consumer Warranty expressed under the Australian Competition and Consumer Act 2010. Prior to issuing such refunds, replacements or repairs, we will require photos or proof of the fault/unfulfilled warranty. Please email us at hello@hazelandfolk.com with your proof as soon as possible so we can attend to your matter at the soonest possibility.
We do not expect customers to send their returns to us via express or first class methods. We are happy to wait to receive the return, provided you can email us your tracking as proof the item has been sent. We always advise to purchase a trackable method to follow your return on its way to Australia as sometimes delays can be lengthy between different postal carriers. If you do not purchase a trackable method for your return and it becomes lost in transit, we will be unable to process a return for you.
Please allow up to 3 business days for our team to process your return once we have received it. Your refund will be processed back to your original payment method. In most cases it takes approximately 3 business days to receive your refund, however it can sometimes take up to 10 days between financial institutions. If you choose a store credit, we will send you a Gift Card via email once your return has been processed to generate your new order (usually within 3 days of receiving your return).
Return shipping at customers expense and original shipping costs are non-refundable, unless the product is found to be faulty or does not fulfil a Consumer Warranty expressed under the Australian Competition and Consumer Act 2010.
Exchange postage costs for change of mind at customer's expense.
Our postal details will be provided to you on your Returns Form when you email us at hello@hazelandfolk.com to initiate a return. We only accept returns to our Gold Coast, Queensland, Australia address and we cannot be held responsible for any extra charges to retrieve packages sent to other locations that are not approved by us or not listed on your Returns Form. All returns must be approved prior to sending to our returns address.
Any returns to Australia will be considered an import into Australia. Imports into Australia valued over the amount of $1000AUD will incur import duties at a rate of 10% of the value of the parcel. It is the responsibility of the customer to pay their duties for us to be able to collect the parcel from customs. If any duties are applied by the Australian Government to a returned order to Australia, the duties will not be refunded to the customer. Imports into Australia worth less than $1000AUD are not charged import duties.A value of the parcel is the combination of value of contents + what you paid for shipping to Australia. If you are charged import taxes by the Australian Government, we will deduct the amount from the refund owed.
In the rare case you think you may have received a faulty garment or the item does not fulfil a Consumer Warranty expressed under the Australian Competition and Consumer Act 2010, please email hello@hazelandfolk.com so we can arrange for the item to be repaired, replaced, or refunded as soon as possible.
If the problem is not major, we will repair the item within a reasonable time. If it is not able to be repaired in a reasonable time you can choose a refund or replacement.
We will require proof of the fault or unfulfilled Consumer Warranty before any refunds, repairs or replacements are issued. Please include clear photos showing proof of the fault so we can resolve any issues at the soonest possibility.
You will be compensated for postage in all faulty return circumstances.