Shipping and Returns

SHIPPING

Orders submitted before 1pm AEDT will be processed and sent same day for in-stock items.

Orders submitted after 1pm will be sent the following business day.

Postage is a flat rate of $10 for all parcels under $150 and sent via Australia Posts express network. We offer FREE express shipping Australia wide for all orders over $150

If you live within QLD you will most likely receive your order 1-2 business days from shipping confirmation.

If you live outside of QLD you will most likely receive your order within 2-3 business days from shipping confirmation.

*Please note these are general shipping guides only and delays from weather, state public holidays and high demand should be considered.

If no-one is available to accept your parcel, Australia Post will leave the parcel at your address in a safe place - they will take a photo of where the parcel has been left. If there is no-where safe to leave your parcel, they will take it to your nearest post office and leave a calling card in your letterbox. If you require a signature on delivery and do not want Australia Post to leave it in a safe place, please leave clear instructions at the Checkout.

Hazel Mai will still be dispatching all parcels within our normal dispatch guidelines specified above. Thank you for your understanding.

FULFILLMENT DAYS

We process orders Tuesday to Sunday excluding public holidays in Queensland, Australia. If you purchase any items on a Monday we will process and send out on Tuesday.

CLICK & COLLECT

Townsville locals can shop online and collect in store at 21 Stokes Street Townsville. For in-stock items your order will most likely be ready immediately but you will receive a confirmation email from us (Please keep an eye on your junk folder).

If you purchased a pre-order item you will be notified when that item is ready for collection or has been dispatched via email.

INTERNATIONAL ORDERS

We ship worldwide via Australia Post with a flat rate delivery fee of $30.

Please note all prices are quoted in Australian Dollars. International customs charges and taxes are payable by the receiver. We are not responsible for any additional charges incurred for shipping orders internationally. For more information on customs charges for each country please contact your customs authority.

RETURNS

HOW TO RETURN AN ITEM TO US

1. To receive an online credit note from us, simply return your item back to us in as-new condition with your receipt
2. We recommend sending your parcel back via traceable post and keeping a copy of your tracking number, as any missing parcels are the responsibility of the customer.

3. We don't provide a refund for your return postage cost, unless the error is Hazel Mai's fault (eg wrong item or size sent to you by mistake) or if your style has a manufacturing fault with it.

4. Once your return has been delivered to us and processed, we will issue you with a credit note via email which has no expiry date! Simply enter your unique code at the checkout

5. We aim to process all returns the same day or next day after they are delivered to us.

If you need to return an item back to us, please send it to the address listed below:

HAZEL MAI RETURNS

21 STOKES STREET

TOWNSVILLE, QLD 4810

WHAT CAN BE RETURNED?

All items (excluding Sale Swim & Jewellery,) can be returned for an Online Store Credit (e-gift card) within 14 days of receiving your parcel. We don't provide refunds unless there is a manufacturing fault with the style (please get in touch with our customer care team in the unlikely event you have this issue when you receive your parcel).

You don't need to contact us prior to returning your parcel, simply send it back to us within the timeframe below.

In order to receive an Online Credit Note, your return item must meet the following conditions:

must be received within 14 days of receiving your order
must be new and unworn with all original swing tags attached
must not be marked on Sale item on the website
must not have any dirty marks, make-up or fake tan marks
must not smell of perfume, deodorant, body odour, cosmetics or washing powder
must not be Swimwear, Bodysuits, Jewellery (Earrings / Necklaces), Undergarments - due to hygiene reasons

Please also ensure you include your receipt.

As we quality-control all of our styles before they are sent out, we will inspect all return items upon receipt - any returns which fail to comply with the above will be sent back to you.

The cost of return shipping is at the customer's expense, we will not refund or add credit for the cost of return postage. If you have received a faulty garment or an incorrect garment (due to Hazel Mai's fault), we will cover the cost of your return postage.

Please note that while very effort is made to accurately display the colour of our garments, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

RETURN & EXCHANGE POLICY

In compliance with Australian Consumer Law, Hazel Mai is not required to provide a refund if you make a wrong selection, need a different size or change your mind. This includes payments made with AfterPay.

If there is a major fault with the style you've purchased, we will offer to repair or replace it where available. If we cannot repair or replace the style, we will offer an online credit note or refund. All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at Hazel Mai's discretion. If a refund is deemed necessary, the refund will be processed back to the original payment method used to place the order (eg credit card, PayPal, AfterPay or store credit). If you have used a combination of online credit note and card/PayPal/AfterPay, then your credit note will be re-issued and your payment refunded.

When possible, we may be able to exchange the size on an exact style if still available. In this case you will need to include a self addressed pre-paid postage satchel with your return. Alternatively we will need to take payment for the postage cost prior to sending you the new size.

Credit Notes have no expiry date. You will be provided with an Online Store Credit less the cost of any postage you paid when placing your order (if postage was applicable).

RETURNS USING AFTERPAY

Returns remain subject to Hazel Mai returns policy.

If you wish to return your item/s, send them back to us as you would for a normal order.
When Hazel Mai receives the item/s and accepts your return, we will issue a credit note for the total value of the item/s returned.

Your agreement with AfterPay will still stand and you will continue to pay any scheduled repayments.
For more information on terms and conditions, visit Afterpay's website HERE. For FAQ's relating to Afterpay, please click HERE.