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Payment, Shipping, Refund & Returns Policy

Payment Options

Our  Website accepts payment via debit or credit card including Visa, Mastercard and American Express. Payments are processed securely through our chosen payment gateway Stripe. By making a payment, you agree to Stripe’s Terms and Conditions HERE and Stripe’s privacy policy HERE.

All costs, including transaction fees and shipping are displayed in AUD on the checkout page. 

By processing a transaction through our Website, you bear the full expense of the product(s) being purchased, the shipping cost(s) to receive that product and any transaction costs. Upon completion of a purchase your selected payment method will be charged in full and a receipt will be displayed on the site and emailed to your email address.

If you require further information regarding our online transaction process or would like to contact our team to discuss a purchase, please contact us HERE.

Shipping

We use a range of shipping providers depending on your location around Australia. Upon completion of your order, we will send you your order details along with the shipping provider number and any tracking information (where applicable). 

Please be aware that we only ships to addresses in Australia. We are working hard with our delivery partners to ensure you receive your items as quickly as possible. On average, we expect that you will receive your order within 5-7 business days. However, due to extended COVID-19 lockdowns and high parcel volumes, you may experience delivery delays.

If you have not received your item after 7 business days, please contact us HERE

Refund and Return Policy

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to choose a refund or replacement for any major failure with our products or have the failure rectified with a replacement, repair or refund (at our discretion) for any minor failure. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure. If we are unable at the time of return to replace or exchange the returned products, we will reimburse your credit card for the amount initially debited for the purchase, including any packaging and postage charges.

In addition to your rights under the Australian Consumer Law, we will refund your item where you have made an error when ordering online up to 30 days after the date of your purchase. The returned product must be unopened and in its original saleable condition. You are responsible for any additional postage charges.

If you wish to return a product, please contact us HERE.  When your return is received, we will send you an email to notify you that we have received your returned item and any next steps.  If you receive a refund, it may take up to 5 – 10 business days after our confirmation to appear on your credit card depending on your banking institution.

FROM THE FEED

Revel in rarity. In nuance. In detail. In craft. In quality. In knowing you’re one of only a few who will ever lay their hands on Hidden Lake.