Shipping policy

Australian Shipping

Australia Post Standard Shipping:  $10.00
Australia Post Express Shipping:  $15.00
Free Australia Post Standard Shipping:  Orders over $200

Free standard shipping is applied automatically at checkout when the order value reaches $200 after discounts have been applied.

New Zealand Shipping

DHL Express Shipping:  $50.00

Any customs duties, taxes or import charges are not included in the shipping fee unless otherwise stated at checkout.

Processing and Dispatch

Orders are generally processed and dispatched within 1-2 business days.

During sale periods, promotional events and other busy trading periods, please allow up to 10 business days for your order to be processed and dispatched due to increased order volumes.

Business days exclude weekends and Victorian public holidays.

Processing and delivery times are separate. Delivery begins once your order has been dispatched and handed to Australia Post or DHL.

Delivery Times

Delivery times vary depending on your location, the shipping method selected and the delivery provider’s service capacity.

All delivery timeframes provided by Hechter Paris, Australia Post or DHL are estimates only. Delays may occur during peak trading periods, public holidays, severe weather or other circumstances outside our reasonable control.

Selecting express shipping reduces the estimated delivery time after dispatch but does not reduce our order-processing time.

Order Confirmation and Tracking

You will receive an order confirmation email after your order has been placed.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking information may take up to 24 hours to become active after you receive your shipping confirmation.

Delivery Address

Please check that your name, delivery address and contact details are complete and correct before submitting your order.

When delivering to a business address, please include the business name.

Contact us as soon as possible if you notice an error in your delivery information. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered processing or has been handed to the delivery provider.

Additional shipping charges may apply if an order must be redirected or resent because incorrect or incomplete delivery information was provided.

Separate Deliveries

Depending on product availability, items within the same order may occasionally be dispatched separately.

Where an order is split into multiple deliveries, you will receive separate tracking information for each parcel and will not be charged an additional shipping fee.

Safe Delivery

Please nominate a secure delivery address where your parcel can be safely received.

Authority-to-leave and safe-place delivery preferences are managed by the relevant delivery provider. Please review and manage these preferences carefully through your Australia Post or DHL tracking information.

If your tracking shows that a parcel has been delivered but you cannot locate it, please check around the delivery location and with other members of your household, building management or neighbours before contacting us.

We may need to lodge an investigation with the delivery provider before determining the appropriate next step.

Returned-to-Sender Parcels

A parcel may be returned to us where:

• the delivery address is incorrect or incomplete;
• delivery has been attempted but the parcel is not collected;
• the recipient is unavailable;
• the parcel is refused; or
• the delivery provider is otherwise unable to complete delivery.

If your parcel is returned to us, please contact our customer-service team and include your order number.

We may arrange redelivery, subject to confirmation of the delivery address and payment of an additional shipping fee where the return was caused by incorrect information or a failure to collect the parcel.

Delivery Delays

Once an order has been dispatched, delivery is managed by Australia Post or DHL.

Please contact the delivery provider using your tracking information in the first instance if your parcel is delayed.

You may also contact us if the parcel has not arrived within a reasonable period, and we will assist you in investigating the delivery.

Nothing in this Shipping Policy excludes or limits any rights you may have under the Australian Consumer Law.

Returns

For information about returning or exchanging an order, please refer to our Returns Policy.

Contact Us

For questions regarding shipping or delivery, please email info@hechter.com.au.