Shipping + Returns
Pick up Available:
You can now select the pickup option at checkout. Pickup is from our studio in Carina Heights (Brisbane). We will email you once your order is ready to establish a date and time suitable for you to collect.
Determined at Checkout
Shipping is based on location and weight, due to the nature of our products.
We do our absolute best to make sure your order online order leaves our studio within 7 working days and wholesale orders 20 working days. However if you have pre-ordered an item, it will be shipped on the date specified. If there is a hold up with your order, we will be in contact to keep you updated, although this is doesn't usually happen!
We love using our carbon neutral courier service for most of our deliveries. If however you live rurally, we likely will use AUSpost, as they are generally far faster at getting it there.
Once you have received our email notifying you of shipment, your items are collected from our studio the next working day. From there, expect to have your items delivered within 7 working days at most! Deliveries within Brisbane metro generally take less than 2 days to be delivered.
Please note, we do not take any responsibility if the address you have entered is incorrect. We strongly advise you double check the address on your order prior to confirming it. If however you notice a discrepancy after your order is placed, please notify us as soon as possible. If your order has already been processed through our courier and left our studio, the redelivery fee will be your responsibility. If you decide you do not want to pay for a redelivery, we will refund you the amount of your order, minus a $10 delivery fee.
In the circumstances an order doesn't show up after 7 days, we will work with our courier to understand where your order is. If it is the case of an incorrect address entered, and the order has been delivered to that address instead, Hello Lola and Sendle claim no responsibility.
* In the rare circumstance your order has not arrived after 7 working days, please contact us at firstname.lastname@example.org, or let Sendle know through your tracking email. Sendle will cover your lost parcel if notified within 20 days of dispatch. Outside of this timeframe, Sendle nor Hello Lola can cover your lost order.
Hello Lola reserves the right to allocate "signature on delivery" or "authority to leave" on your order. Hello Lola decides this based on whether it is a unit, residential or business address. If you require signature on delivery at your residential address, please specify this in your order notes. If you are not available to sign for your delivery, another attempt can be arranged through the courier. If multiple unsuccessful attempts are made, the item will be returned to us. It is your responsibility to pay for redelivery where every effort has been made by our couriers to deliver your order.
Please note, we do not accept returns for change of mind.
If you receive a product you believe is faulty, please email us within 24 hours of receiving your order with images attached. We assess these situations on a case by case basis. If your item has been broken during transit please do not touch it. Take a photo clearly showing the fault and then dispose of the broken items. In this case we will gladly send you another. If you believe there is a manufacturing fault (perhaps your lid leaks, etc), we will gladly assist you in every way possible without any charge to you.
Did we accidentally send you the wrong product? Let us know! We will send out a new one without asking for the other one back. We want to minimise our impact on the environment!
Please be aware each product is created individually and varies slightly from the product image. We cannot accept returns because you are not happy with the design. Our artists ensure each item is quality controlled prior to being placed on our finished product shelves to ensure there are only quality products going out to our wonderful customers.
This shipping + returns policy was last updated August 2019.