MOST COMMON QUESTIONS
HOW TO RETURN OR EXCHANGE AN ITEM?
- For AUSTRALIA Customers please email email@example.com
- For all other Customers, Click on our returns link. https://www.hinecollection.com/a/returns
- Follow the steps at the portal to request your return or exchange.
- Ensure returned items are unworn, undamaged in the original packaging with Tags still attached as Hine Collection will not accept any items returned damaged in any way.
- Ship your parcel back to the address provided in the link, We recommend you send your parcel back via trackable mail as we are not liable for returns lost in transit.
- Once we receive your return, we will email you to inform you we have received it.
- Your request will then be processed.
Please Note: During Launches and Restock days we cannot guarantee that the item will be in stock once we receive your return. All returned items will receive Store Credit which you can use to purchase a different size or style online.
CAN I CHANGE MY ORDER ONCE IT'S BEEN PLACED?
When ordering please make sure you are taking your time & choosing the correct item, colour & size. Please also check you have the correct address before you check out. This is a crucial step as once your order is placed we are unable to make any changes at all as 3PL are now working day & night distributing our orders.
HOW LONG WILL MY DELIVERY TAKE?
WHEN WILL MY ORDER BE SHIPPED?
Australian DOMESTIC EXPRESS: 1-3 Business days
INTERNATIONAL: 3-5 Business days
New Zealand Will take up to 1 – 3 working days to be processed and to be delivered.
LAUNCH / RESTOCK DAYS:
IMPORTANT NOTE: On Launch and Restock days please allow up to 1-3 working days for your order to be processed and another 3 - 5 working days for delivery. Our distribution team are working hard around the clock to get all orders out as soon as possible.
I HAVE NOT RECEIVED A SHIPPING OR CONFIRMATION EMAIL
Please email firstname.lastname@example.org as soon as possible with your order number, and we will resend you a confirmation email, as there could be a typo in your email address.
I NEED TO CANCEL MY ORDER.
Please email email@example.com as soon as possible with your order number, and we will arrange for your order to be cancelled.
I RECEIVED THE WRONG ITEM.
Please email firstname.lastname@example.org as soon as possible with your order number, and we will arrange for the correct item to be sent to you along with a return bag to send the incorrect item back to us.
When you have received the returned courier bag, you can drop off to a NZ couriers depot or ring 0800 800 841 for the courier to collect from you. Please make sure to put your order number and name in the package.
I RECEIVED MY ORDER, BUT AN ITEM WAS MISSING.
Please email email@example.com with your order number, and we will arrange for the missing item to be sent to you.