DELIVERY, RETURNS & POLICY
DELIVERY
Delivery is charged at a flat rate of $12.95 Australia Wide & $19.95 to New Zealand.
FREE SHIPPING may be offered from time to time as part of a minumum spend promotion.
Please provide a street address for delivery as we use a Courier service to obtain signature on delivery, they cannot deliver to P.O. Boxes or Parcel Lockers.
Once your order is shipped, you will be notified of the tracking number via email. Please allow 1-7 business days for shipping and handling.
Hael & Jax cannot be held liable for parcels that are lost, stolen or damaged as a result of specific instructions left by the customer for the courier.
RETURNS
Hael & Jax will accept return of full price goods in exchange for Store Credit only. We do not offer refunds or exchanges of size or style.
Discounted or SALE items cannot be returned for credit, refund or exchange.
We cannot exchange for a different size.
Please note returns will only be accepted with prior consent given via email from Hael & Jax. If eligible you will be sent a return form with an official RA number. The address for return is noted on the returns form. Please make sure to complete this form and enclose with your goods.
Do not send any goods without your official returns form stating your RA number as they will not be accepted and instead will be donated to charity on your behalf.
Please send all Customer enquiries to sales@haelandjax.com.au along with your order number. Hael & Jax will endeavour to respond to your enquiry within 3 business days.
For your item to be eligible for a return, see below:
- The item must have been purchased at full retail price. Sale or discounted items cannot be returned.
- Items must be unworn, in original condition and include the original box and packaging.
- Items must be returned within 14 days of delivery date.
- Hael & Jax must have been contacted prior to returning your item, approved your return and issued you with an RA (Return Authorisation) number.
- Returns of eligible items are at the customer's own expense.
Hael & Jax encourages customers to return their item via registered or traceable postal services with signature on delivery and to keep note of the tracking number as Hael & Jax will not be liable for the loss of products being returned.
SAMPLES & SECONDS
Samples and Seconds Items purchased are deemed as "Final Sale" and are not eligible for return. Please choose carefully when purchasing items from this category as they are sold “as is” with any blemishes or minor faults and not eligible for return, exchange, or Store credit.
STORE CREDITS & REFUNDS
Once your returned goods have been received by Hael & Jax, they will be assessed for approval. Please allow up to 10 business days for a Store credit or refund to be processed.
Any refund will be processed to your original method of payment.
STORE CREDIT
All full priced items are eligible for a store credit, provided they meet the returns criteria and have been approved by Hael & Jax.
Store credits are valid for 12 months from the date of issue. A Store credit is issued to the value of your purchase, minus the Australia Post shipping cost of your purchase and return.
Store credits can be used on all full priced and sale items.
FAULTY ITEMS
If you believe your item has a manufacturing fault, please contact sales@haelandjax.com.au within 24 hours of receiving your item.
Please provide a description of the fault and accompanying photos.
Hael & Jax is happy to replace or refund the goods in the case of a genuine manufacturing fault.
If after inspection by Hael & Jax, your item is deemed to have a manufacturing fault, we are happy to arrange the following:
- provide a replacement item that is identical, or of similar value
- repair the product within a reasonable time, or
- issue a refund of the purchase price of the item and the shipping amount incurred, to your original method of payment.
Please note a manufacturing fault does not include general customer wear and tear, or accidental damage to the product through transit of the item. Hael & Jax reserves the right to deny a faulty request if the item is not deemed to have a manufacturing fault.
Actual product may differ slightly to images shown due to minor necessary changes made during final production ie zips, stitching, hardware etc. Colours may vary slightly from colours shown due to photographic lighting, monitors used or leather batch. These differences are not faults. If this is a concern, please do not purchase online before viewing in person, instead we suggest you purchase directly from one of our Stockists stores after viewing and trying on the actual product.
In accordance with the Australian Competition and Consumer Commission and ACL if the product has a minor fault, then we have the right to repair. If the fault is a major fault, we will provide a replacement or we will reimburse you in full for your purchase.