Shipping and Returns
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 $8.95 for all parcels under $120 and sent via Australia Posts express network. We offer FREE express shipping Australia wide for all orders over $120
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 since Covid there has been an increased demand on the shipping network and delays 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.
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 2/345 Flinders 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.
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.
HOW TO RETURN AN ITEM TO US
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.
WHAT CAN BE RETURNED?
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.
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 remain subject to Hazel Mai returns policy.
RETURNS USING AFTERPAY
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.