1. You buy it
2. We send it
3.You receive your product and LOVE IT! (But its okay if you don't; just leave all of the tags on and send it back.
4. Email us at firstname.lastname@example.org with your Order Number, letting us know you are returning your item
5. Send this back via standard post with tracking (does not need to be Express) to PO Box 659, Woodend, 3442, Victoria, Australia
5. We receive it back and follow your wishes of an exchange or refund
ALL OF THE NITTY GRITTY IMPORTANT THINGS ARE BELOW:
All orders will be processed on a next day delivery via Australia Post or DHL Express. This excludes orders placed on a Friday, Saturday, Sunday and Public Holidays. Once an order has been dispatched, we cannot change the delivery address so please ensure you have provided the correct details. Our warehouse is located in greater Melbourne, Australia, therefore shipping times will vary depending on your location.
Once we have dispatched your order, you will receive a dispatch confirmation e-mail including the tracking details of your parcel.
Delivery delays may occur during high volume and peak periods or due to unforeseen reasons. During these times, please allow an additional 3 business days for your order to be delivered. In the event that your order is affected by delay, we will contact you directly. Please note, we do not ship on the weekend or Public holidays.
HI LO offers complimentary Standard Shipping within Australia on full price orders.
HI LO delivers nationwide via Australia Post e-satchels and offers Standard Shipping & Express Shipping options at cart.
Standard Shipping: Orders arrive in 3-6 Business days depending on your location and 3-12 business days during high volume sale period, which includes end of season sales and holiday periods.
Express Shipping: Orders arrive in 1-5 Business Days depending on your location.
Please note our parcels are not insured for postal loss, damage or theft. We offer an option to insure at checkout which you can add to your order.
HI LO ships internationally via DHL Express.
* Postal charge may not include possible taxes and duties which could be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all product(s) ordered and to mark them as dutiable “merchandise”. We are also prohibited by law from marking the order as a “gift”, even if order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details. If you choose to reject your shipment due to being charged Duties & Taxes you will be charged for the return shipping of your parcel which can be up to AU$60.
Ownership and Risk
Please be aware that once your product passes to you upon delivery at your specified delivery address. We require a signature for any product delivered, at which point responsibility for your purchase passes to you. We advise checking to ensure your product is intact when receiving your purchase.
EXCHANGES AND RETURNS
*ALL RETURNS & EXCHANGES ARE AT YOUR COST
Please return anything you are not happy with. Promise, you won’t hurt our feelings.
Subject to the terms set out in this Delivery and Returns Policy, we will ensure that you obtain a refund of equal value (excluding shipping and handling charges). Please note that all sale items are final sale.
Changed your mind?
Purchased product(s) from the Website and it’s not what you expected? You may return full price merchandise for ‘change of mind reasons’ within twenty eight (28) days of receiving your order for a refund processed using the original form of payment (excluding shipping and handling charges).
HI LO accepts exchanges for full price items. If you would like to exchange an item for another size or different style please contact email@example.com within 7 days of receipt of order.
Please keep in mind that HI LO cannot accept the returned product(s) and cannot give a refund if:
(a) the return falls outside of the stated twenty eight (28) period;
(b) the product(s) is worn, damaged or not in its original packaging; or
(c) the original label/swing tag has been removed.
Damaged or Defective Product, or otherwise not what you ordered?
We pride ourselves on quality. We thoroughly test all our garments to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
Returned product(s) (and associated shipping and handling charges at standard rates) will be refunded if the damage is the result of a manufacturing defect or deviation from factory specifications, and not the result of normal wear and tear. In such cases, please allow two weeks from the day you return your package for your account to be credited.
If the problem was caused by reasons other than materials quality or assembly process, the original product will be returned to you.
We do not refund products:
(a) obtained from a source other than this Website.
(b) damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.).
(c) damaged by misuse or activities other than the intended purpose.
To return a product, please follow the instructions below:
(a) Email us at: firstname.lastname@example.org. In your email, please include:
(i) Reasons for why you are returning the product(s); and
(ii) Attach a copy of the payment confirmation you received when placing the order.
(d) As HI LO The Label is not liable for the loss of any product being returned we highly recommend that you return using registered mail.
Once your return is received by Customer Care, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. Refunds are processed within 24 hours of receiving your return parcel. Please note, HI LO the Labels bears no control over how long it takes for your merchant provider to credit your account. We can provide you with an ARN which is confirmation of the refund. Refunds can take up to 10 days to be received on your card (this is the maximum amount of time).
Items for pre-order purchases will be detailed on the individual product page. Full payment is required at the time of purchase. You will receive a dispatch notification once they have been sent out. The estimated delivery date can be found on the product page.
HI LO the Label Gift cards can be:
- sent via selected post method (“Gift Card”) (enter delivery at the checkout) or
- Emailed directly to the recipient (“eGift Card”)
Vouchers are not redeemable for cash and are not refundable.
How to Purchase a Gift Card or eGift Card
Go to the gift card category page and select your preferred gift card. You may then add an optional gift card message (eGift Card only).
Gift cards can be sent via Express Delivery for $6.00 within Australia only.
There is no processing or delivery fee for eGift card purchases. An email containing the eGift card is ordinarily delivered to the recipient within 5 minutes of finalising an order, however, email carriers and other issues can delay the order. If you don’t receive your eGift card within 24 hours of purchase, please contact customer service email@example.com.
eGift cards are the only gift card method available to purchase for customers outside Australia.
Purchasing with your Gift Card and eGift Card Online
To use your gift card or eGift card to make a purchase online, Enter your unique gift card number once you have selected gift card as your payment option.
The amount of your order will then be deducted from your card and any remaining amount will stay on your card for future use. You can combine your gift card payment with other payment methods. Please ensure you enter you gift card details first.
You can use your gift card as many times as you want until the balance reaches zero. We will not refund cash for any unused gift card amount
Gift Card and eGift Card Expiry
Gift cards and eGift cards are valid for 9 months from the date of purchase. The expiry date will be found on the back of the gift card or on eGift card.
Lost and Stolen Gift Cards and eGift Cards
Treat your gift card like cash. Lost and stolen gift cards will not be replaced or refunded.
Gift Card Terms and Conditions -Australia
This gift card (“card”) is issued by HI LO The Label (HI LO The Label) ABN 12873613311. A defaced, mutilated, altered, lost or stolen card will not be replaced, refunded or redeemed. This card once activated by issuer is redeemable for merchandise at www.hilothelabel.com online store; not redeemable for cash and is not a negotiable instrument; valid until the expiry date shown on the card (being 9 months from date of issue) or when no amount remains on the card; not able to be reloaded; partially redeemable. Cash will not be given for any unused amount. Any unused amount after the expiry date of this card will not be refunded or credited.
eGift Card Terms and Conditions of Use
The electronic gift card (“eGift Card”) is issued byHI LO The Label (HI LO The Label)ABN 12873613311. A lost, stolen or altered eGift Card, or a printed representation of an eGift Card that is defaced, mutilated, lost, stolen or atlered, will not be replaced, refunded or redeemed. This eGift Card once activated by issuer is redeemable for merchandise at www.hilothelabel.com online store; not redeemable for cash and is not a negotiable instrument; valid until the expiry date shown on the card (being 9 months from date of issue) or when no amount remains on the card; not able to be reloaded; partially redeemable. Cash will not be given for any unused amount. Any unused amount after the expiry date of this card will not be refunded or credited.
Gift Card Enquiries