Shipping policy

Our Pendant Lights currently ship free Australia-wide. Please contact us for a quote for shipping to NZ or internationally. Baskets ship at a flat rate of $9.95.

Please allow 1-2 weeks for dispatch of in stock Pendant Lights.

Dispatch times may be longer during busy periods, such as when new shipments arrive. Please contact us at hello@her-hands.com.au if you have a deadline and we will see what we can do!

For Preorder or Backorder items (see further on our Policy below), they will be dispatched as soon as we can on arrival at our Warehouse (usually within 1-2 weeks). Please understand that we cannot control the time that they take to reach our Warehouse following their arrival into Australia, and that this time varies between shipments. 

WHEN WILL I RECEIVE MY ORDER? 

An email confirmation is sent to your email address after placing your order. 

We use Australia Post to ship your order from Moorabbin, Victoria. Once dispatched, you will receive a further email with your tracking details.

Orders should arrive to you within 3-5 business days from the date of dispatch (however please note that this may be longer during busy periods). 

CAN I RETURN OR EXCHANGE?

We hope that you love your pieces from Her Hands, and want to feel comfortable purchasing 'risk free'. 

If you are not completely happy with your purchase, we will:

- provide a full refund on all Pendant Lights (including to cover the cost of return shipping to us for full price pendant lights), and

- exchange woven baskets or issue you with a credit note (valid for 6 months),

provided that you email us within 7 days of your order being delivered.  We will respond within 48 hours. Please note, as a small business, we are unable to accept returns beyond 7 days of delivery so please ensure you review your order (including for any damage during transit) when it arrives with you.

For purchases from our Imperfects Pendants or during a Sale, we are happy to accept a return however you will be responsible for the cost of shipping back to us. 

All items returned must be unused, and proof of purchase will be required. You are responsible for ensuring the safe return to us - please ensure you repackage in the original protective packaging, and that you take care packing. Note that if we receive your piece damaged, we will not be able to provide a refund. 

To start a return, you can contact us at hello@her-hands.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package and (if we are covering return shipping) a prepaid return label. Items sent back to us without first requesting a return will not be accepted, and we will not reimburse shipping that does not use our return label. We may accept requests for returns after 7 days in exceptional circumstances (as determined in our discretion), however in this case a 20% restocking fee will apply. 

Please note we cannot accept returns on custom pieces, and any additional amounts charged for custom fittings are non-refundable. Returns are also not accepted on pieces purchased via Try Before You Buy after the end of the in home trial period.
 
You can always contact us for any return questions at hello@her-hands.com.au.

DO YOU SHIP INTERNATIONALLY?

Yes! Please contact us at hello@her-hands.com.au and we can provide a quote.

Please note that you will be responsible for any customs and taxes applied outside of Australia.

WHAT IS YOUR POLICY ON PREORDERS?

We will make some Collections available on Preorder while we await shipments.

We will include an estimated arrival date into Australia in the Product Description of the relevant product, however please understand that this is a guide, and depends on a number of factors which are outside of our control and so is subject to change. Any cancellation of preorders will incur a 15% cancellation fee. We will keep the website updated with any changes to expected arrival dates, and send key updates via email.

For orders for more than one item which include an item on Preorder, we will ship them all together when the item on Preorder arrives unless otherwise agreed.

WHEN WILL I RECEIVE MY REFUND?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

WHAT IF MY GOODS ARE DAMAGED OR DEFECTIVE? 

All of our pieces are handmade, with love.

We do hope you that haven’t mistaken the beautiful variations that occur in handmade items as a defect?

Of course, if they have been damaged during transit or are defective, we will gladly replace or refund items or are significantly different from our description, provided that you contact us within 7 days.