Order Policy
Refund & Return Policy
Order Cancellations
Orders may be cancelled before dispatch for a full refund.
If an order has already been shipped, it will be treated as a return and shipping costs will not be refunded.
Damaged or Faulty Products
If your order arrives damaged or faulty, please contact us within 7 days of receiving your order.
Email: hellofeilyinfo@gmail.com
Please include:
- Your order number
- A description of the issue
- Photos of the damaged or faulty product
If the product is confirmed to be faulty or damaged, we will arrange an appropriate solution which may include:
- A replacement
- A refund
- Or another suitable resolution
Incorrect Items
If you receive an incorrect item, please contact us as soon as possible. If confirmed, we will arrange for the correct product to be sent and provide instructions for returning the incorrect item. Ensure you leave the product unopened. Opened items cannot be returned.
Shipping Policy
Shipping
Shipping Standard Shipping
- Free standard shipping Australia-wide on orders over $250.
Standard Flat Rate Shipping
- $15 Australia-wide.
Express Shipping
- $20 Australia-wide.
Estimated Delivery Times
Delivery times may vary depending on your location.
These are estimates provided by our postage company and may vary due to postal delays.
Estimated Delivery Times: Australia
- Sydney: 1 – 5 business days
- Melbourne: 2 – 7 business days
- Brisbane: 2 –7 business days
- Adelaide: 3 – 7 business days
- Perth: 3 – 9 business days
- Tasmania & other areas: 4 – 14 business days
Dispatch
- Orders are typically dispatched within 1–3 business days (Monday–Friday).
- Once your order has been dispatched, you will receive a tracking number via email.
- Once parcels leave our studio, delivery is handled by Australia Post.
- If you experience delivery issues, please contact Australia Post using your tracking number.
- If you require assistance, we are also happy to help where possible.
International Shipping At this time, international shipping is unavailable for fragrances, as perfumes are classified as dangerous goods for air transport.