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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 below.

Please note, longer postage times are expected during the COVID-19 pandemic. There may be significant delays. I will always get your order out as soon as possible I don’t have any control over how quick it gets to you.

The amount charged at checkout are fixed shipping rates and cover most orders. However, sometimes orders are particularly bulky, heavy or both and may attract more shipping fees. Similarly, occasionally I get an order and the shipping charged is too much. In that case I will refund you the difference. 

The rates and average times for shipping (including handling and packaging) within Australia are listed below. Please note they are not guarantees:

Standard – (3-5 days) – $14

Express – (overnight in the express zones) – $17

Bulky or heavy items – (overnight-5days) +$25 to your order

Bulky items charge will be automatically added at the ceheckout. If I can get your items in the same package you may be refunded some of this when I pack your order. 

Due to changes in postage charges at Australia Post, I can no longer offer free shipping on orders over 1kg. If this changes I will re-enstate free shipping. 

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 info@millineryhub.com.au 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. Very occasionally I may ship in multiple packages if it makes postage better etc.

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 info@millineryhub.com.au 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 info@millineryhub.com.au 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.