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FAQs

 

The item I want is sold out, but I really want it! Do you re-stock?

We re-stock most of our items according to demand. If you would like to be notified and placed on our reservations list of any re-stocked items, please email customer care hello@hazelandthief.com.au and our Customer Care team will notify you when your wanted item has been re-stocked. 

 

What is your sizing like?

Our sizes range from XS6 - XL/14. All of our styles unless specified are cut according to our size guide which you may find here. Within each product description we best describe the fit as accurately as possible. If you have any questions, Customer Care will be happy to assist. 

 

What if my item/s do not fit. Do you have a returns policy?

Yes we do! If your item does not fit, please return your item and our Returns Team will provide you with store credit via Gift Card that you can use to re-purchase a different size. You may find our Returns Policy here. Your Gift Card will be eligible to use store wide and is valid for 12 months. 

 

How do I use Store Credit?

To use your store credit, simply add your items to cart and go to checkout. Once you are in checkout there is a section above your subtotal/order amount called 'Discount Code' this is where you enter your store credit code and click apply. Alternatively, once you receive your Store Credit Gift Card, simply follow the link in your email.

 

What does Pre-Order mean?

Any items that are 'Pre-Order' means that it is either not in stock currently or in production. Pre-Order items are delivered between 10 - 21+ business days. The benefits of pre-ordering your item is that your size is confirmed without the risk of selling out once listed as available.

Please note: We do not guarantee delivery dates for pre-ordered items – delivery time frames stated on our website are only a suggestion and are provided to us by the manufacturer/supplier and all effort will be made to dispatch all items in the time-frame advised. We do not refund for late delivery. By initiating a pre-order you agree to the terms stated above.

 

I purchased a mix of Pre-Order, Next Day and Current items, when will my order be delivered?

If you have items in your order that have different delivery dates, your order will not be separated and delivered according to the the Pre-Order or standard delivery time as applicable. 

 

How long is delivery?

Next day delivery items are dispatched within 1 Business Day. Standard delivery is between 5 - 10 business days. Pre-Order items are dispatched once they have arrived into our fulfilment centre. Please see our shipping policy for more information.

 

When do I receive my tracking number?

Your tracking number is sent via a shipping confirmation email. Please allow 3 - 10 business days to receive this. 

 

I didn't receive my order confirmation?

As soon as you place your order, a confirmation is automatically sent to the email placed in your order. If you haven't received your order confirmation, please check your junk folder in case your mail settings have filtered your email. If it is not in your email, please contact Customer Care: hello@hazelandthief.com.au and the team will update the email address on your order and re-send your confirmation.

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