MOST COMMON QUESTIONS
HOW TO RETURN OR EXCHANGE AN ITEM?
- For NEW ZEALAND Customers please email firstname.lastname@example.org
- For all other Customers, Click on our returns link. https://hinecollection.com.au/a/returns
- Follow the steps at the portal to request your return or exchange.
- Ensure returned items are unworn, undamaged in the original packaging with Tags still attached as Hine Collection will not accept any items returned damaged in any way.
- Ship your parcel back to the address provided in the link, We recommend you send your parcel back via trackable mail as we are not liable for returns lost in transit.
- Once we receive your return, we will email you to inform you we have received it.
- Your request will then be processed.
Please Note: During Launches and Restock days we cannot guarantee that the item will be in stock once we receive your return. All returned items will receive Store Credit which you can use to purchase a different size or style online.
CAN I CHANGE MY ORDER ONCE IT'S BEEN PLACED?
If you're having second thoughts about your online order and wish to cancel it, please email email@example.com We cannot make changes to your order once it has been placed. As we are committed to getting your order to you as soon as possible, if it has been released for processing we cannot guarantee we can cancel the order.
HOW LONG WILL MY DELIVERY TAKE?
WHEN WILL MY ORDER BE SHIPPED?
Australian DOMESTIC EXPRESS: 1-3 Business days
INTERNATIONAL: 3-5 Business days
LAUNCH AND RESTOCK DAYS:
On Launch and Restock days please allow up to 1-3 working days for your order to be processed and another 3 - 5 working days for delivery.
I HAVE NOT RECEIVED A SHIPPING OR CONFIRMATION EMAIL
Please email firstname.lastname@example.org as soon as possible with your order number, and we will resend you a confirmation email, as there could be a typo in your email address.
I NEED TO CANCEL MY ORDER.
Please email email@example.com as soon as possible with your order number, and we will arrange for your order to be cancelled.
I RECEIVED THE WRONG ITEM.
Please email firstname.lastname@example.org as soon as possible with your order number, and we will arrange for the correct item to be sent to you along with a return bag to send the incorrect item back to us.
When you have received the returned courier bag, you can drop off to a NZ couriers depot or ring 0800 800 841 for the courier to collect from you. Please make sure to put your order number and name in the package.
I RECEIVED MY ORDER, BUT AN ITEM WAS MISSING.
Please email email@example.com with your order number, and we will arrange for the missing item to be sent to you.