FAQ's

Contact Us

How do I contact you?

  • Please reach out to us via email at support@hazelandduch.com for any inquiries. Our customer service hours are Monday to Friday, 10am to 5pm AEST, excluding public holidays. Please allow 72 hours for a response.

Can I cancel or change my order once I've placed it?

  • Unfortunately, we cannot edit, change, or cancel orders once placed. Please contact our customer service team for assistance.

I entered the wrong address at checkout, what should I do?

  • We advise that you contact us immediately and supply us with an updated address and we'll do our best to amend the order details however we can not guarantee this change once the order is confirmed. 

I have not received my order confirmation, what should I do?

  • Order confirmations are sent via email immediately after placing your order. If you haven't received it, please check your junk mailbox.

Do you offer discounts and promotions?

  • Yes! Sign up for our newsletter to receive special offers first.

My promo code doesn't work or I haven't received it

  • Promo codes can only be used once & cannot be combined with other offers. If you haven’t received your code, please check your junk mailbox. If not found, contact our customer care team.

Shipping Information

 How can I track my order?

  • Once your order has left our warehouse, you will receive an email with tracking details.

I have only received part of my order

  • Orders may be dispatched in multiple parcels. Check tracking details for confirmation before reaching out. 

My order is delayed, lost, or stolen

  • For delays or lost parcels, we can submit an enquiry. Unfortunately, we cannot take responsibility if a delivered parcel is stolen.

Do you offer express post?

  • At this stage, we do not offer express post.

Do you ship internationally?

  • Yes, we currently ship to USA and New Zealand and Australia.

How are goods wrapped and delivered?

  • We currently do not offer gift wrapping. Items will come in packaging per our stated packaging standards.

Returns Information

My product has arrived damaged

  • Contact us as soon as you receive your order and included images, your order number, and the email you used to make the purchase.

Do you accept change of mind returns?

  • At this stage we do not accept any returns for change of mind, which include refunds or exchanges.

Can I exchange an item on my order?

  • We do not offer exchanges.

Do you offer returns on products?

  • We do not accept returns for a change of mind on sale items.

Billing & Accounts

What payment methods do you offer?

  • We accept Visa, Mastercard, American Express, Union Pay, Apple Pay, Google Pay, Paypal and Shop Pay.