Frequently Asked Questions

ORDERING

How do I place an order?

Do I need an account to place an order?

I have a problem with my order. Who should I contact?

What payment methods are accepted?

How do I use my discount voucher?

Can I buy or use a gift card online?

How are taxes (GST) handled?

Do I get charged GST if I’m ordering internationally?

FITTING & SIZE

How do I know what size to buy?

Will I be the same size across the range?

What is the difference between your fits?

PRODUCTS

Are all HEDRENA products displayed online?

What do I do if the item I want to order is not online?

I’ve seen an item in one of the retail stores but I can’t find it online, can I still order it?

How do I know which stores have stock of different products?

Can I backorder an ‘out of stock’ product?

The colour on the screen is different to the garment. Why?

Do you offer a tailoring service?

SHIPPING/DELIVERY

How long will it take before I receive my order?

I want my order by a certain time, can this be arranged?

How can I track my order?

What is the shipping/delivery cost?

Do you offer free shipping/delivery?

Do you ship internationally?

Do you offer split shipping when something is in stock and something is out of stock?

Can I pick up my order from the store?

Can I send my order as a gift?

Can I have my order gift wrapped?

Can you include a card with my gift order?

Can my shipping address and billing address be different?

Can I leave delivery instructions?

What shipping/delivery options are available to me?

What duties/taxes will I have to pay?

What happens if my order gets lost in the post?

What if my parcel gets damaged?

CARING FOR YOUR PRODUCTS

How do I protect against moths?

What detergent should I use?

How do I care for my garment?

How do I remove stains?(Oil based stains, use baby powder.)

Can I get some thread to fix my garment?

MY ACCOUNT

How can I change my account details?

I forgot my password, how can I get a new one?

REFUNDS, RETURNS & EXCHANGES

Can I make an exchange?

Can I get a refund?

I’m eligible for a refund. How do I return the product(s)?

How long does it take to process a refund or exchange?

I just placed an order yesterday and today I received a voucher. Can I have a refund of discount applied?

HEDRENA RETAIL STORES

Where are the HEDRENA stores located?

How can I contact customer care?

NEWSLETTER

I want to be added to the HEDRENA mailing list, how do I register?

How do I unsubscribe?

PRIVACY

How is my information kept private?

Is my information shared with anyone?

CONTACT

I need help, how can I get it?

ORDERING

How do I place an order?

Ordering is easy. Simply select the size and colour combination of each product you wish to purchase, adding each product to the shopping bag as you browse. Once you have filled your shopping bag click the 'Checkout' link within your shopping bag dropdown or on the shopping bag summary page. The 'Checkout' page contains all the fields required to process your order. Once you have completed the required fields click 'Submit Your Order' to complete your order.

Do I need an account to place an order?

No. You can order and checkout as a guest without creating an account. We recommend creating an account so that you can track your orders, view your order history, add products to your 'Favourites List' and more.

I have a problem with my order. Who should I contact?

If you login to your account you can browse your orders and write comments for each individual order or alternatively you can contact us via our 'Contact Us' page or by calling 1300 030 718.

What payment methods are accepted?

We accept all major credit cards. American Express, MasterCard and Visa.

How do I use my discount voucher?

On the 'Checkout' page there is a field called 'Vouchers' underneath the order total. Enter your voucher code and press 'OK'. If your code is valid you will see it listed in your shopping bag order summary.

Can I buy or use a gift card online?

We currently don't offer the use of gift cards online but we are working to add this functionality.

How are taxes (GST) handled?

The 10% GST is applicable to all products purchased for delivery within Australia. If you select a delivery address that is outside of Australia then the prices displayed will change to show GST exclusive prices.

Do I get charged GST if I’m ordering internationally?

No, GST is not applied to orders shipped outside of Australia.

FITTING & SIZE

How do I know what size to buy?

Please check our size guide for information on sizing and fits. Click here to view our size guide.

Will I be the same size across the range?

Our sizes are designed to be the same across the entire range although we do have different fits depending on the style. If you have any questions don't hesitate to contact us.

What is the difference between your fits?

We have two main styles of fit, Regular and Fitted for Women and Regular and Tailored for Men. Please check our size and fit guide for more information.

PRODUCTS

Are all HEDRENA products displayed online?

No, the majority of the range is displayed online but there are some products only sold in HEDRENA retail stores.

What do I do if the item I want to order is not online?

Please contact us to find out if the item can be ordered.

I’ve seen an item in one of the retail stores but I can’t find it online, can I still order it?

You may be able to order it. Please contact us to find out if the item can be made available.

How do I know which stores have stock of different products?

Our retail stores carry a full range of HEDRENA products. Visit your nearest store to see what's currently in stock or contact us to find out if a store has stock of the item you would like.

Can I backorder an ‘out of stock’ product?

Some products can be backordered. If the product is available for backordering then you will be able to purchase it like a regular 'in stock' product but delivery will be delayed according to the information displayed next to 'Availability' on the product page.

The colour on the screen is different to the garment. Why?

We try our best to display the most colour accurate photograhpy. If your screen is correctly calibrated and colour accurate then you will see colours displayed as they were intended. Note, computer screen resolution and settings may vary and therefore may not display colours accurately.

Do you offer a tailoring service?

No. We don't offer a tailoring service online but some retail stores can recommend a suitable local tailor.

SHIPPING/DELIVERY

How long will it take before I receive my order?

It depends on which shipping method you choose. Estimates are displayed next to each option. We do not currently provide estimates for international shipping. We can provide an estimate for your region if you contact us with your order enquiry.

I want my order by a certain time, can this be arranged?

In most cases we can arrange delivery to meet your requested time but please contact us to find out if we can arrange delivery by your specified time.

How can I track my order?

We provide tracking numbers with all our orders. Once we have sent the order we will email you a copy of the tracking number. You can also track its status on the 'My Orders' page within your account.

What is the shipping/delivery cost?

The shipping cost varies depending upon your location. Currently we are only offering flat shipping rates and free shipping. Within Australia our flat shipping rate is $10. Internationally it varies by region from $20 to $60. A shipping cost estimate is available on the 'Checkout' page.

Do you offer free shipping/delivery?

Yes. Within Australia we offer free shipping on orders over $150 and internationally on orders over $250.

Do you ship internationally?

Yes we ship to almost every country in the world.

Do you offer split shipping when something is in stock and something is out of stock?

Currently if you backorder an out of stock item we will contact you to let you know that your order will be delayed until all products are available to send. If you have any questions please contact us.

Can I pick up my order from the store?

Currently we do not offer the ability to have your order sent to a retail store for pick up.

Can I send my order as a gift?

Yes you can. Just write in the 'Comments' section of your order that your order is a gift and how you would like it handled.

Can I have my order gift wrapped?

Currently we do not offer gift wrapping.

Can you include a card with my gift order?

We can include a note if you leave one in the 'Comments' section of your order but we currently don't offer special cards.

Can my shipping address and billing address be different?

Yes. Make sure to select or enter different addresses on the 'Checkout' page.

Can I leave delivery instructions?

Yes. We cannot guarantee that the instructions will be followed by your local delivery person but we will pass these instructions on.

What shipping/delivery options are available to me?

Currently we offer Registered and Express services via Australia Post but soon you will be able to select more options.

What duties/taxes will I have to pay?

Only the (GST) within Australia. Internationally duties and taxes vary by country so please check your local government information for more information on duties and taxes applicable to you.

What happens if my order gets lost in the post?

Please contact the appropriate post office in your area to resolve the issue. We provide tracking on all our orders so once it leaves our hands it is up to the postal service to complete the delivery.

What if my parcel gets damaged?

A level of insurance is included in the cost of postage. Please make a claim with your local post office.

CARING FOR YOUR PRODUCTS

How do I protect against moths?

Moth protect you garments by using a natural lavender sachet which can be placed in a drawer with your garments or a clothing protector, which can be hung in your wardrobe, that is lavender scented.

What detergent should I use?

Only use detergents that are recommended for woollen products (Woolmark endorsed detergent) as they have the correct chemical balance to gently care for your garments.

How do I care for my garment?

First check the care label on your garment. All Hedrena garments have a care instruction label. All Hedrena garments are Total Easy Care so they can be easily machine washed and tumble dried unless indicated otherwise on the label. Turn your knitwear inside out, separate dark and light colours before washing on wool (gentle) cycle 40c or cold wash. Spin. Line dry in shade or tumble dry on low heat. Warm iron. Never use bleach. Use wool approved detergent. Dry cleanable.

Please note: We recommend Alpine White garments be hand washed and line dried.

How do I remove stains?

Depending on the stain different methods will be used, but as a general recommendation try to wash out the stain with cold water as soon as possible whilst it is still fresh. Cold water is recommended as hot water may set the stain then use woolwash. Oil based stains you may try baby powder.

Can I get some thread to fix my garment?

Unfortunately it is not in our capacity to supply thread.

MY ACCOUNT

How can I change my account details?

You can change your account details by logging into your account either by clicking the 'Log In' link located in the top right of the website page or by using the 'My Account' links at the bottom of the page.

I forgot my password, how can I get a new one?

Simply click the 'Log In' link and click 'forgot your password?' or click here. You will need to enter your email address used for your account and click 'Retrieve Password'. A verification email will be sent to your email address with a link to reset your password. Click this link and a new password will be automatically generated and sent to your email.

REFUNDS, RETURNS & EXCHANGES

Can I make an exchange?

To make an exchange please contact us by email. Please note we are unable to accept returns or exchanges based on a change of mind.

Can I get a refund?

If you have received a product that doesn’t match your order or you have received faulty or damaged goods please contact us within 7 days of receiving your order and we will happily refund/exchange the incorrect/damaged/faulty portion of your order. We will also reimburse the cost of shipping.

I’m eligible for a refund. How do I return the product(s)?

The method of returning your product will depend on your location, please contact us for further details.

How long does it take to process a refund or exchange?

Your exchange will be processed as soon as we receive the garments to be exchanged, similarly with a refund it will be processed once the garments have been returned and received.

I just placed an order yesterday and today I received a voucher. Can I have a refund of discount applied?

Yes, our company policy allows us to apply a discount as long it is within 48 hours of the placement of the order and receiving the voucher.

HEDRENA RETAIL STORES

Where are the HEDRENA stores located?

Please check our Store Locations page to find the nearest retail store.

How can I contact customer care?

Please use our 'Contact Us' page or write a comment on your order within your account.

NEWSLETTER

I want to be added to the HEDRENA mailing list, how do I register?

To register your email for our mailing list submit your email address to the newsletter sign up box at the bottom of every page or just send us an email requesting to added to the list.

How do I unsubscribe?

Everytime we send you an email we include an unsubscribe link at the bottom of the email. Click this link to instantly unsubscribe.

PRIVACY

How is my information kept private?

Hedrena respects your privacy and understands the importance of keeping your personal information private. We do need to collect information such as your name, phone number, email address, billing & shipping details and credit card number in order to process your order. This information is stored in a secured database, excluding credit card information which is only used temporarily to process your payment.

Is my information shared with anyone?

We do not and will never share your information with anyone. We only use your information to process your order correctly and/or communicate with you.

CONTACT

I need help, how can I get it?

You can email us using our contact form or phone us.


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