FAQ


At HAEL XIII do not accept responsibility for your item after it has left our premises. All orders sent by our Free Express Postage option will have authority to leave. We encourage all our Australian customers to select our $20 Registered Express Post option for signature upon delivery.

Please check all your details carefully before placing your order. Once your order has been placed, we are unable to amend or cancel the order. Supplying incorrect details may cause delays to your order or incur additional charges to which HAEL XIII accept no responsibility. 

What do you charge for shipping?

We offer standard shipping for small items up to 500grams of $10 for all orders within Australia. Anything 1kg and up, Express Postage shipping of $20. If you order over $200 your shipment will be free.

When will my order be shipped?

Your order will be dispatched within 24 hours of placement, unless otherwise mentioned.

Do you ship outside of Australia?

Customers outside Australia may be liable to pay for customs and import duties.

This is not within our control and we cannot pre-pay these taxes. We advise contacting your local customs office to find out if/and how much these taxes may be. 

These charges must be paid by the recipient of the parcel. Customs policies vary widely from country to country; therefore, we suggest that you check the requirements in your country before placing an order. We will not be liable for any custom or import duties and cannot prepay these taxes.

We offer a flat rate of $40 for standard postage for all orders outside of Australia & $60 for express postage

New Zealand Express Post - $20.00 (Or FREE with orders $200)

All orders outside of Australia should be received within 7-14 business days, however some destinations may take longer

International customers are responsible for their own duties and taxes 

 

Returns and Exchanges

We want you to love your purchase. However, if you purchase an item that you are not satisfied with, please return the unworn, unused product with the original tags still attached within 7 days of receiving it.

We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns time frame.

We reserve the right to not accept the item back if we feel that the item has been used or if the item has been damaged e.g. make-up or tan stains etc. 

Returned items must be received by HAEL XIII within 5 business days of our authorisation email. Upon receipt of the items, they will undergo a quality review and once cleared, you will receive a refund/exchange for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase.

Can I get a refund on sale items?

All sale items are final.  We do not accept returns on sale items.

Items purchased during a promotional event such as Flash Sales, Promo Codes, etc can be returned for an exchange only.

Orders placed using Afterpay are not eligible for a refund but can be returned for an exchange.

HAEL XIII is not liable for the loss of garments being returned. We encourage you to return your item/s via registered or traceable postal services and taking note of your tracking number. Returned items must be sent by a prepaid method of shipping.

Please Note: If you require a refund, we only refund the cost of the product being returned.

We do not refund initial postage, nor do we cover the cost of postage for products being returned.

How do I return an item?

If you are wanting to exchange an item that you have purchased, please send an email with your request to: admin@hael.com.au

A pre-paid post bag must be sent back with your return already filled out with your address so we can re-send the exchange.

If a post bag is not included, we will contact you prior to sending your exchange for postage payment. 

WE DO NOT ACCEPT RETURNS ON ANY HEAD WEAR, HEADPIECES OR FASCINATORS, SWIMWEAR, JEWELLERY OR CLUTCH BAGS.

All jewellery and head pieces cannot be excepted back due to health and safety reason.

We offer refunds and exchanges except for the above stated (provided that the item is still in stock).

 

Faulty or damaged items

All items sent out are thoroughly checked before sending and packaged with care. In the unlikely event that you receive an item that is faulty or damaged please contact us at admin@hael.com.au and we will organise a replacement for you.

You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major fault. You will only be refunded in full if the item cannot be repaired or replaced or if the fault is major.