FAQ's - Ask Away – We’re Here for It

Planning a wedding is hard. Shopping with us shouldn’t be. Here’s everything you need to know before clicking Add to Cart — no spreadsheets required.

 

1. Orders & Shipping

When will my order be dispatched?

We aim to dispatch all in-stock orders within 1–3 business days. Custom or made-to-order items may take a little longer — you’ll find estimated timeframes listed on each product page.

How long does shipping take?

Standard shipping within Australia usually takes 3–7 business days, depending on your location. Express options are available at checkout if you need it fast.

Do you ship internationally?

We currently ship Australia-wide. If you're outside of Australia and falling in love with our pieces, send us a message and we’ll see what we can do!

Can I track my order?

Absolutely! As soon as your order is dispatched, you’ll receive a shipping confirmation email with a tracking number.

Shipping Insurance – Terms & Conditions

1. Coverage: Shipping insurance protects against loss or damage to your order only if it has been purchased at checkout. Orders without insurance are not eligible for compensation.

2. Tiered Coverage: Insurance coverage is capped according to your order value tier:

   • Orders under $50 → Cost $9.90 Maximum coverage $50

   • Orders $51–$100 → Cost$15.00 Maximum coverage $100

   • Orders $101–$150 → Cost $20.00 Maximum coverage $150

   • Orders $151–$250 → Cost $25.00 Maximum coverage $250

   • Orders over $251 → Cost $30.00 Maximum coverage $500

3. Claim Process: Claims for lost or damaged items must be submitted within 7 days of delivery with supporting evidence (photos, tracking info, etc.).

4. Limitations:

   • Coverage applies only to items purchased from our store.

   • Shipping insurance does not cover delays, courier service issues, or items lost/damaged due to incorrect shipping information provided by the customer.

   • If the insurance amount purchased does not match the appropriate tier, coverage will be capped at the maximum amount for the tier purchased.

5. Refunds & Replacements: Compensation will be provided up to the maximum insurance amount for the relevant tier, either as a replacement product or store credit at our discretion.

6. Miscellaneous: By purchasing shipping insurance, you agree to these terms and conditions.

2. Product Information

Where can I find sizing information?

Sizing info (for robes, slippers, etc.) is available on each product page. If you're unsure, feel free to contact us — we're happy to help you get the right fit.

Are your robes/socks/etc. one size fits all?

We offer inclusive sizing wherever possible. Robes and wearables usually come in two fits: Classic Fit and Curvy Fit. Check each listing for specific measurements.

 

3. Returns & Exchanges

Do you offer change-of-mind returns?

We don’t offer refunds or exchanges for change of mind, so please choose carefully. This includes incorrect sizing, so we recommend double-checking the size guides before purchasing.

What if my item is faulty or damaged?

If your item arrives faulty, damaged, or not as described, you're absolutely covered under Australian Consumer Law. You may be eligible for a refund, replacement, or repair. Just get in touch with us within 7 days of receiving your order, and include:

- Your order number

- A description of the issue

- Clear photos of the fault or incorrect item

We’ll respond within 2 business days.

Do you accept returns on sale or custom items?

No. We don’t accept returns or offer refunds on:

- Sale or discounted items

- Custom or personalised products (like engraved items or made-to-order boxes)

Unless, of course, they're faulty — in which case, please contact us and we’ll make it right.

Who pays for return shipping?

If your return is due to a fault or error on our part, we’ll cover return shipping or provide a pre-paid return label.
If a return is approved for any other reason, return postage is at the customer’s expense.

How do I start a return?

Email us at support@hitchhouse.com.au with your order number and reason for return. We’ll guide you from there!

 

4. Custom & Personalised Items

Do you offer personalised products?

Yes! Many of our products — like robes, and stationery — can be personalised. Look for the "Add Personalisation" section on the product page.

Can I preview my design before it’s made?

Some products include a digital proof option. If you need a preview, reach out before placing your order and we’ll do our best to accommodate.

How long do personalised items take?

Please allow 5–10 business days for personalised items to be made before they ship. Timeframes are listed on each product page.

Personalised Item Terms & Conditions

Thank you for choosing to personalise your item with us. Please take a moment to review the following terms and conditions before placing your order. By purchasing a personalised item, you agree to the terms outlined below.

Payment

- Personalised item orders must be paid in full at the time of ordering.

- Orders will not enter production until payment has been received and confirmed.

Production & Dispatch

- Personalisation requires 7–10 business days for processing, in addition to standard shipping times.

- While we aim to meet these timeframes, delays may occur due to supplier or courier issues. We are not responsible for delays outside our control.

Customisation & Variations

- Personalised items are final sale. Refunds, exchanges, or cancellations are not available once production has begun.

- Please check all details (spelling, sizing, colours, etc.) carefully before submitting your order. We will personalise exactly as provided.

- Minor variations in colour, placement, or material may occur due to manufacturing processes or screen display differences.

Delivery & Liability

- Shipping times are additional to the 7–10 business day customisation period.

- Once an order has been dispatched, we are not responsible for any loss, damage, or delay caused by third-party carriers.

Faulty Goods

- In the rare case of a manufacturing fault, please contact us within 7 days of receiving your order so we can arrange a replacement or remedy.

5. Contact & Support

How do I get in touch with you?

Use our Contact Us page or email us at support@hitchhouse.com.au. We’re here Monday to Friday and will get back to you within 1–2 business days.

Can I change or cancel my order?

If your order hasn't been packed yet, we may be able to make changes. Email us ASAP at support@hitchhouse.com.au with your order number.

 

6. Privacy Policy

At The Hitch House, your privacy matters to us. This Privacy Policy explains how we collect, use, and protect your personal information when you shop with us or visit our website.

What Information We Collect

We collect personal details that you provide when you:

- Place an order (name, email, shipping address, payment details)

- Sign up for our newsletter or marketing communications

- Contact us via email or contact forms

- Interact with our website (cookies and tracking technologies)

How We Use Your Information

Your data helps us:

- Process and deliver your orders

- Communicate with you about your order status and promotions

- Improve our products, website, and customer service

- Comply with legal obligations

How We Protect Your Information

We take data security seriously. Your personal information is stored securely and only accessible to authorised team members. We use trusted platforms like Shopify and secure payment gateways to keep your details safe.

Sharing Your Information

We don’t sell your personal data. However, to fulfil orders and provide services, we may share your information with:

- Shopify (our e-commerce platform)

- Payment processors (e.g., Stripe, PayPal)

- Shipping providers

- Marketing service providers (only if you’ve opted in)

All partners are required to protect your data and only use it as necessary.

Cookies & Tracking

Our website uses cookies and similar technologies to:

- Enhance your browsing experience

- Understand website traffic and usage

- Personalise marketing (with your consent)

You can manage cookie preferences in your browser settings.

Your Rights

You have the right to:

- Access and correct your personal information

- Request deletion of your data (subject to legal requirements)

- Opt out of marketing communications at any time

To exercise these rights, contact us at support@hitchhouse.com.au

International Transfers

Your data may be stored or processed in countries outside Australia, including where our service providers operate. We ensure adequate protection of your information in these cases.

Giveaways & Competitions

When you enter a giveaway or competition hosted by The Hitch House, we collect personal information such as your name, email address, and any other details required to administer the promotion.

How we use your information:

- To contact you if you win

- To verify your eligibility

- To comply with legal and regulatory requirements

We do not share your information with third parties except where necessary to run the giveaway (e.g., prize suppliers). Your details will not be used for marketing unless you have explicitly opted in.

Entry Terms:

- Entries must comply with the specific competition rules provided at the time of entry.

- Winners may be announced publicly on our website or social media channels.

- By entering, you agree to these terms and our Privacy Policy.

If you have any questions about how we manage giveaway data or want to request removal of your information, please contact us at support@hitchhouse.com.au

Changes to This Policy

We may update this Privacy Policy occasionally. We’ll notify you of significant changes via our website or email.