Shipping policy
Will my order be sent same day?
Orders are shipped every Wednesday and Friday. Cut off time for orders is midday Tuesday and Thursday. Please note that during busy sale periods (such as Black Friday and the Christmas period) and public holidays, there may be a delay in dispatching your order due to an increase in order volumes.
If we are unable to dispatch your order as outlined above, we will let you know on the same day that you place your order and advise the next possible dispatch date. (applies Monday-Friday only)
If you are having trouble tracking your parcel online via the tracking link or there has been a significant delay in your parcel arriving, please contact us at hello@hazelwoodmemories.com.au
Do you ship internationally?
No. At this time we only deliver within Australia.
How much is postage?
Shipping is charged at a flat rate. Shipping rate can be viewed at checkout.
How long will my order take to arrive?
We pick and pack your order within 24 hours Monday to Friday and use a courier of choice to deliver your order. Once your order is collected by the courier you should receive your tracking number. The courier service takes approximately two to three days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to seven working days to Western Australia.
What happens if I entered the wrong delivery information?
Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.
You will receive your tracking information once dispatched.
If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but it will eventually be returned to us. Hazelwood Memories will cover the return fee, but we may request payment to resend this out to you.
Do I have to pay the return to sender fee and a new postage fee if my package is not delivered?
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be the flat rate as charged by our courier of choice at the time of dispatching you order.
What happens if I have an old address on my Pay Pal Account?
We only use the shipping address you supply us with when placing the order. If no shipping address is added, we will use the billing address you added, so no need to worry if your Pay Pal address is wrong.
What if my package goes missing?
If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with the courier. Every missing package will be assigned a unique case number and can take up to 2-4 weeks to locate.
If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, you will be charged a flat rate postage fee as charged by the courier at the time of dispatching you order.
I gave 'Authority to Leave' but the postman did not leave my package as requested.
As the 'Authority to leave' (ATL) is an agreement between yourself and the courier we cannot guarantee that it will be left as requested. The Courier delivery person makes the final decision of whether to leave the parcel as instructed. If you have ticked 'ATL' and the deliver person has not left the parcel, please call the courier to discuss this.
Can you combine my orders and refund my shipping?
Unfortunately due to the nature of being an e-commerce store with 24 hour purchasing ability, our orders are immediately processed through to the warehouse system. We want to get your goodies to you as fast as possible, so our warehouse processing times are very strict! Once an order has been processed through our system, we are unable to make any changes or provide shipping refunds.
How can I change my address in my account?
You can update your address details at checkout when placing your order.
Please note: We cannot change addresses in the system once an order is placed.