Shipping policy
This policy explains Hoodie Haven’s shipping process, order processing times, delivery estimates, tracking, and delivery responsibilities.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law or any other applicable consumer protection laws.
Order Processing
Orders are processed Monday to Friday, excluding public holidays.
Most orders are packed and dispatched within 1–3 business days.
Processing times may be longer during peak periods, promotions, sales events, stock arrivals, or public holidays.
Dispatch occurs once your order has been packed and handed to the courier network.
Delivery Timeframes
Delivery timeframes begin after dispatch, not from the date the order is placed.
Most orders arrive within 7–10 business days after dispatch.
Delivery timeframes are estimates only and are not guaranteed. Delivery times may vary depending on destination, courier network movement, local delivery conditions, public holidays, and peak seasonal periods.
Pre-Orders
Pre-order items display an estimated dispatch timeframe on the product page or during checkout.
Estimated pre-order dates are estimates only and may change due to stock arrival timing, supplier delays, courier movement, or other operational factors.
If your order contains both pre-order and in-stock items, your items may ship together or separately depending on stock availability and fulfilment timing.
Split Shipments
Orders may ship in more than one parcel.
This can happen when items are fulfilled from different locations, when one item is ready before another, or when a split shipment helps reduce delivery delays.
If your order ships in multiple parcels, each parcel may have its own tracking details and may arrive on different days.
Shipping Costs
Shipping costs are shown at checkout before payment is completed.
For approved change-of-mind returns, the original outbound shipping cost is non-refundable.
Where a separate shipping charge was paid at checkout, that charge will not be refunded. Where shipping was advertised as free, included in the product price, discounted, or no separate shipping charge appeared at checkout, the reasonable outbound shipping cost incurred by Hoodie Haven may be deducted from the refund.
This deduction does not apply to items confirmed to be faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer guarantees.
International Orders, Duties & Taxes
For orders outside Australia, local import duties, taxes, or fees may apply depending on your country’s rules.
Where duties, taxes, or fees are charged by local authorities or carriers and were not collected at checkout, these are the customer’s responsibility unless required otherwise by law.
Fees paid directly to a carrier, postal service, or government authority are not refundable by Hoodie Haven for change-of-mind returns unless required by law.
Address Accuracy
Please check your shipping address carefully before placing your order.
Customers are responsible for providing a complete and accurate delivery address, including apartment numbers, unit numbers, business names, postal codes, and any delivery instructions needed for the courier.
If an address is incomplete, incorrect, refused, unclaimed, or undeliverable, delivery may be delayed or the parcel may be returned to sender.
If a parcel is returned to us due to an address issue or missed collection, the options and any additional shipping costs will be assessed under the Return-to-Sender Parcels section below.
If the issue was caused by Hoodie Haven, we will fix it at our cost.
Tracking
Tracking updates are scan-based and do not update in real time.
It is normal for tracking to pause between courier scans while a parcel is moving through the delivery network.
A lack of new tracking scans does not automatically mean a parcel is lost.
If your tracking has not updated for an unusual period, you may contact the courier directly for the latest delivery information. The courier is best placed to review scan timing, depot movement, driver notes, and local delivery details.
Delayed Shipments
Occasional delivery delays can happen due to courier network congestion, local delivery issues, public holidays, peak periods, weather events, or other circumstances outside our direct control.
If your parcel is delayed but still moving through the courier network, the order remains active and in transit.
Where an order is not delivered within the stated or a reasonable timeframe, we will assess the situation and provide a solution where required under the Australian Consumer Law or any other applicable consumer protection laws.
Lost Shipments
A parcel is only treated as lost once the available delivery information supports that it is unlikely to be delivered, or the courier confirms loss.
If a parcel is confirmed lost, we will assess the order and provide a suitable remedy where required by law. This may include a replacement, refund, or other appropriate solution depending on the circumstances.
Marked Delivered
If tracking shows your order as delivered but you cannot locate it, please check your mailbox, front door, surrounding safe places, building reception, parcel lockers, neighbours, and anyone else at the delivery address, then contact us at help@hoodiehaven.com with your order number.
We will assess the available evidence, including the address and delivery instructions, courier records, delivery photographs, GPS information where available, and information you provide. A delivery scan is relevant evidence but does not, on its own, settle a disputed delivery.
You may also contact the courier for local delivery details. You do not need a written admission of error from the courier before we assess your concern.
Where the evidence establishes that the parcel was delivered correctly in accordance with the agreed delivery instructions, Hoodie Haven is not responsible for subsequent loss or theft outside our control, except where Covered Shipping applies or a remedy is required by law.
We will provide any remedy required by applicable consumer law.
Covered Shipping
Covered Shipping may be offered at checkout as optional parcel protection.
Covered Shipping can provide additional protection for eligible loss, theft, or damage during transit, subject to assessment and the terms shown at checkout.
If Covered Shipping is selected, we can assess your claim under that protection.
If Covered Shipping is not selected, delivery issues are assessed using tracking information, courier records, this policy, and any rights you may have under applicable law.
Covered Shipping does not replace or limit your rights under the Australian Consumer Law.
Return-to-Sender Parcels
If a parcel is returned to sender, we will assess why delivery failed before deciding whether additional charges or deductions apply.
Where a failed delivery results from an incomplete or incorrect address you supplied, refused delivery, failure to collect after clear notification and a reasonable opportunity to do so, or unpaid duties or fees properly payable by you, we may offer the following once the parcel has been returned and processed:
- Reshipment to a confirmed address for a reasonable additional shipping fee
- A refund of the eligible product price after the parcel is returned and inspected
For these customer-caused delivery failures, reasonable actual outbound shipping and return courier costs may be charged or deducted, subject to applicable law. Any proposed charges or deductions will be explained and will not duplicate costs already paid. Third-party duties, taxes, or carrier charges paid directly to those parties are not refundable by Hoodie Haven unless required by law.
If the delivery failure was caused by Hoodie Haven or the courier, the customer-caused delivery charges above will not apply. We will work to resolve the issue and provide any remedy required by law. The absence of a safe place to leave a parcel does not, by itself, establish that the customer caused the delivery failure.
If a parcel is abandoned, destroyed or cannot be recovered, a refund or replacement is not automatic. We will assess the cause, delivery records and communications before determining the appropriate outcome. A parcel's return is not a prerequisite to a remedy where the law requires otherwise.
Nothing in this section limits your rights under the Australian Consumer Law or other applicable consumer protection laws.
Order Cancellations Before Dispatch
We pack orders quickly, so cancellation requests are not guaranteed.
If you need to cancel an order, contact us as soon as possible at help@hoodiehaven.com.
If your order has already started packing or has been dispatched, cancellation may no longer be possible. Once the parcel arrives, our Returns & Exchanges Policy applies.
Delivery Disputes
Delivery disputes are assessed using the order record, tracking details, courier information, delivery scans, customer communication, and this policy.
Please contact us at help@hoodiehaven.com with your order number and details of the issue. We will review the information you provide alongside the available courier evidence and seek further delivery information where needed. You may also contact the courier directly, but this is not a prerequisite to our assessment.
We will always assess genuine delivery issues fairly and in line with applicable consumer law.
Policy Updates
This policy may be updated from time to time.
The version published on this page at the time of your order applies, unless a later version gives you additional rights or is required by law.
Last updated: 14 September 2026