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Returns

Buying the perfect item online is not always easy, and we understand that you may need to return items occasionally.

You may return your online purchase, even if there is nothing wrong with the item, by posting it back to us, using the following process:

  1. Pack your item in a secure packaging.
  2. Include a copy of your invoice or proof of purchase with your item.
  3. Complete and include a copy of our Returns Form. Click here to download our returns form.
  4. Send the package (including invoice and completed Returns Form) via a prepaid and traceable method to ensure safe documented delivery to:

Timeless by Heather Hill
Returns Department
PO Box 932, Toowong QLD 4066

The item(s) must be received back by us within 14 days of you receiving your order. After 14 days, we cannot accept returns for any reason other than if it is faulty (detailed further below).

Please note that we take no responsibility for missing income deliveries. Return shipping charges are not refundable.

Please allow two weeks from the day you returned your order for your returns or exchange to be processed and your account to be credited (if applicable).

Unless faulty, gift cards are non-refundable/exchangeable.

1. Refunds

We are happy to accept item returns for a refund where:

  • the goods are in saleable condition;
  • the goods have not been worn or used;
  • the goods have the original tags still attached;
  • the goods are received back within 14 days of date of purchase;
  • are accompanied by proof of purchase /invoice,

AND

We agree that the items are:

  • Faulty (unless caused by you);
  • Have been wrongly described; or
  • Are different to the goods that you ordered.

We will then refund you the purchase price (excluding the freight fee).

 

2. Exchanges

All exchanges are subject to availability.  We are happy to accept exchanges where:

  • the goods are in saleable condition;
  • the goods have not been worn or used;
  • the goods have the original tags still attached;
  • the goods are received back within 14 days of date of purchase; and
  • are accompanied by proof of purchase /invoice.

We will not charge freight fees for exchanges.

 

3. Faulty Items

If you have received a faulty item from an online order, please contact our Customer Service Department on 1300 227 949 or info@heatherhilltimeless.com.au

If you are returning the item by post to us, please follow the Returns Process as described above.  The alleged fault must be clearly identified to us in order for the item to be assessed.

We will reimburse any reasonable shipping charges for return of goods that are deemed faulty. 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where permitted by law, all other rights are excluded.

For any further queries please contact Timeless by Heather Hill Customer Service, Monday-Friday 9am-5pm by phone 1300 227 949 or via email info@heatherhilltimeless.com.au.