Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

How long does it take for my order to arrive?
Delivery time is usually 5 to 8 business days.
Update: Most packages to Australia arrive even faster! You will normally receive your order within about 5 business days.

What should I do if I have not received my order?
If 5 to 8 business days have passed and you still have not received your package, please contact us at contact@hazel&ruby.com. We will check the status of your shipment immediately.

I want to exchange or return my order. What should I do?
You can start a return by contacting our customer service at contact@hazel&ruby.com.
Please include your name, order number (for example, #0000), and the reason for the return. We will send you the return address and confirm the process. You can then send the product back using the courier service of your choice.

Who covers the return costs?
Unfortunately, return shipping costs are the responsibility of the customer. The exact cost depends on the courier chosen. Please check directly on the courier’s website for rates.

What are the conditions for making a return?
You have the right to return items within 30 days of receiving the product. The following conditions apply:

• The return period has not expired.

• The product is in its original packaging with all tags intact.

• The product has not been used or washed.

What payment methods do you accept?
We accept several payment methods, including:

• Credit and debit cards (Visa, MasterCard, American Express)

• Apple Pay

• Google Pay

• Bank transfers

If you are not sure whether your preferred method is available, simply follow the instructions on the checkout page to see all options. All payments are processed through secure and reliable systems.

What can I do if I did not receive my order confirmation?
That should not happen. Please email us your full name and email address at contact@hazel&ruby.com. We will look into your request as soon as possible.

Can I cancel my order?
You can cancel your order only within 24 hours after purchase.
To request a cancellation, send an email to contact@hazel&ruby.com with your name, order number, and the reason for the cancellation.