Customer Help and FAQs
Here to assist.
Sustainability and Environment
Millinery, Millinery Hub, and what we’re doing about a better environment
Orders and Shipping
Our mail goes out daily between 3 and 4 pm. We get most
orders out the day they come in as long as we get them before 3. However, we ask that orders come before noon
for that day’s post.
We send most parcels via Australia Post. Shipping times vary depending on where it is going. More detailed information can be found on our shipping page.
Please note, severely reduced postage times are expected during the COVID-19 pandemic. There may be significant delays. Australia Post has temporarily revoked the overnight express guarantee. If you are in Victoria, we suggest you use express post options, as regular post goes via NSW at this time adding weeks to the trip. If you need your order quickly, please discuss it with us before placing the order so we can arrange a courier or advise the best postage option. Please be aware that these services will cost significantly more in most cases.
We offer free shipping for most orders over $150 for Australian customers. Some bulky or hard to pack items like hat boxes require either separate shipping or increased prices. In this case, we charge a bulky item charge of $15 per order.
If your order is over $150 and you also have a bulky item, you will still pay $15 for the bulky item. But you won’t pay for shipping on your other items.
Bulky items will have the $15 charge indicated in the product description and you will only see bulky item changes at checkout if you have any in your cart.
At this stage, there is no need to create an account. We will have features to come that may require an account.
Unless you have disabled these features, most browsers will remember your information for next time. Our secure payment system also offers the option to keep your payment details for your next online transaction with us.
You will have the chance to change all your details at checkout. However, if you have entered the incorrect address or if it was populated incorrectly from a previous order, please email us at email@example.com as soon as possible so we can change it before your order is shipped. Once your order is shipped, unfortunately, we can’t change the address.
You will receive an email when the order is received and when the order is shipped. If you need a tracking number I will be happy to email it to you.
Once shipped you can track your shipment while it is in
Australia. If you are overseas, you can use the tracking number through your
postal system tracking.
No. However, you will have the choice if our payment
provider does. Secure payment on millineryhub.com.au is carried out by Stripe. We do not see or have access to your card details. At the checkout, there is an option fro Stripe to remember your card details for next time. These are then stored on Stripe’s servers. Stripe has a PCI Service Provider Level 1 security level (the highest available). If you want to know more about Stripe, you can read about their security.
Your browser may also store your card details. You can change these setting and stop this from happening, but the process is different in different browsers.
Yes. For all orders shipped to an Australian address, there is 10%GST included in the price. If your shipping address is outside Australia, the tax will not be added to your order.
We ship wherever we can. However, some countries do not allow post from Australia. This is especially the case in Africa and South America. If you want to order from us and are not sure about shipping, please, contact us, and we can investigate and arrange a quote depending on what you would like to order.
Yes. We have one warehouse/store and unless there is some unusual reason your order will come in one package.
Returns and Exchanges
We stand by the quality of our products and usually check them as they are packed. However, sometimes things get past us, and we may ship an item that is not right. If you aren’t happy with any product or we have sent you the wrong item, please contact us, and we will endeavour to remedy the situation.
We may issue a refund or a store credit depending on the circumstances.
If you change your mind or ordered the wrong product, we may be able to accept unused items back. In this situation, you will be responsible for the return postage, and you will be issued with a store credit to be used on your next purchase.
Your rights in this regard are available at the ACCC website.
If we have sent you the wrong item, we apologise. Occasionally this happens, we are only human. Please get in touch, and we will try to rectify the problem.
We’re sorry that has happened. Please notify us as soon as you are able. Damaged parcels rarely occur, and we need to determine if the packaging was wrong or if it was the post. We will most likely send you a replacement.
We are always happy to help where we can. If you have issues, questions or comments, please get in touch via email or phone.
If you have entered the incorrect address or if it was populated incorrectly from a previous order, please email us at firstname.lastname@example.org as soon as possible so we can change it before your order is shipped. Once your order is shipped, unfortunately, we can’t change the address.
If you wish to change an order, please call 03 9504 4476 or email us at email@example.com as soon as possible so we can change it before your order is shipped. Once your order is shipped, unfortunately, we can’t change it.
No, we don’t generally take payment/orders for items out of stock. However, you can request we contact you when the products are available again. Due to the nature of our products, many have extended lead times, and travel from overseas and so accurate restock dates are unavailable.
If your parcel takes too long to get to you, unfortunately, this isn’t something we are responsible for. Even for express post (see below). As an online shopper, you need to allow enough time for things to go wrong. If you order last minute or need something fast, please let us know, and we will do our best to get it to you on time, but that is all we can do.
Express Post. In normal times, Australia Post offers a Next Day Guarantee for express post parcels in their express network. If this is breached, then we can pass on a refund on your postage. All other postage times are estimates and should not be taken as anything else.