FAQs + Return
HOW MUCH DOES SHIPPING COST?
We offer free shipping (regular with tracking) to:
- Worldwide (except EU) on orders over AU$70 (approx. USD 50).
- EU on orders over AUD $80 (approx. EUR 48 or USD 54).
For orders below AUD $70/$80 as mentioned above, the shipping cost will be calculated at the checkout page, the rates are:
- Regular post (with tracking): Starts at AUD $5.90
- DHL Express post (with tracking): Starts at AUD $34.90
WHERE WILL YOU BE SHIPPING FROM?
We ship from Australia (Melbourne), Hong Kong, and China Mainland.
Depending on stock availability, we will ship your order from the most suitable centre.
WHEN WILL MY ORDER SHIP?
Orders generally ship within 1-2 business days.
WHEN WILL MY ORDER ARRIVE?
It depends on the shipping options you choose:
1) Regular Post: 5-20 business days*.
2) DHL Express Post: 3-7 business days*.
*Delay may happen depending on your location or your local customs issue.
WILL THERE BE ANY CUSTOMS FEES?
Our shipping will cover shipping to most countries, however in certain countries, you may be responsible for customs fees and tariffs. Please contact your local customs office for more information.
EU VAT Tax is covered in the shipping fee.
WHAT IS YOUR RETURN POLICY?
If you purchased a product directly from our online store and are not completely happy with the purchase, we will issue you a refund provided that the item is returned within 30 days of original purchase to our office in Melbourne, Australia or to one of our global warehouses. All product returns must be returned unused and in a resalable condition, packed in its original packaging, including any accessories, manuals and documentation that shipped with the product. All returns must include a Return Merchandize Authorization (RMA) number, which can be requested by contacting us at: email@example.com. If the return is not due to merchandize that was damaged prior to your receipt of the merchandise, you will be responsible for the shipping cost back to us. All refunds will be to your original method of payment. If you purchased our products through individual retailers are at the discretion of the individual retailer where the product was purchased.
Returns made without a receipt may be refused. Hellomaco reserves the right to deny any return.
CANCELLING OR AMENDING ORDERS
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Return Policy” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty.
WHAT IS THE WARRANTY OF YOUR PRODUCT?
Please refer to our "Terms + Conditions" section for details.