Online Store Policy
ORDER CONFIRMATION PROCESS
Within a few minutes of placing an order online, you will receive an order confirmation email. Once an order is dispatched, customers will receive an email from HDD The Label informing that this has been shipped – this will include your tracking number.
Customers will also receive an automated email from the chosen shipping carrier keeping you up to date with the tracking status of your parcel.
Please ensure to check Spam/Junk folders in case this email was not successfully delivered to your inbox.
If you do not receive an order confirmation email, you may have misspelled your email address during the checkout process. We recommend notifying us immediately via the Contact Page so we can re-send the order confirmation email and to correct the email address.
Order details provided by the customer should be current and complete as requests for amendments to these details post-purchase are not guaranteed to be successful.
PROCESSING TIMES
All orders are processed & shipped Monday thru Friday 10am - 4pm Australian Eastern Standard Time (AEST), excluding public holidays and weekends. Processing time for all regular orders is currently 2 business days.
For all orders containing Pre-Order item/s or Made-to-Order item/s, please refer to the product description for estimated shipping dates*
Processing times and shipping times are not the same thing. After your order has been processed (printed, picked, checked & packed), it will then be transferred to our shipping queue to be dispatched. Once the package has left our physical location, delivery times then apply.
Please visit the 'Shipping' Page for our available shipping methods & delivery times for your specific destination. You can also find this page on the footer location of the website.
** Please note, business days do NOT include weekends or public holidays that apply to NSW, Australia.
POST-ORDER VERFICATION PROCESS
Your order may be subject to a routine verification process and/or address checks. In the event these post-order checks are initiated to you via email (soon after placing your order); your response is required before your order can be fulfilled.
These checks are a duty of care which we owe our customers to minimise fraud and error of sending an order to an incorrect/incomplete address. You are responsible to act accordingly and reply promptly to all post-order verification requests.
HDD The Label will not be held responsible for any delays due to fraud-preventative measures and/or address checks.
Please ensure to routinely check your Spam/Junk folders in case these emails were not successfully delivered to your inbox.
CURRENCY & CONVERSIONS
As we are Australian based, the default prices on all items are set to Australian Dollars (AUD). You can however, pay in your own countries currency by selecting your currency in the available popup, or in the manual currency selector located at the bottom of our website. For all other currency exchange requests/queries, you may wish to consult the current exchange rates by visiting http://www.xe.com/
At Checkout page when proceeding with another currency (Non AUD): You are automatically eligible to pay in your selected currency. Prices may fluctuate depending on current exchange rates. The bank/financial institution linked to your payment method will process the conversion (in your desired currency) for you in the background and will appear in your statement.
IMPORT CUSTOMS DUTIES & TAXES
All customers residing outside of Australia may have Tax & Duties applicable to their order. HDD The Label may collect any import-related Duties/ Taxes from the customer upon checkout, if your order meets the threshold of your country. This is not a fee by HDD The Label, but that from your country’s border protection officials.
Australian customers WILL NOT attract any Customs Duties or additional Taxes. You only pay what you see at checkout.
However, if you have not prepaid Duties & Taxes at checkout – you may be requested to pay these to international customs, upon the import delivery to your country. All these countries must refer back to their own import threshold amounts if/and how much duties and taxes may apply.
For example, as per the above guide, USA has a high import threshold of $800 USD before taxes & duties are applicable to the order. If your order exceeds this amount, taxes and duties will be payable at the time of import into your country.
If you choose not to pay the applicable import Duties & Taxes fee, DHL Express will deem the parcel as ‘rejected’ and will have the parcel returned back to us.
In this case, once the parcel is returned to us - the following charges will apply: 15% restocking fee for the item/s, any shipping costs paid by HDD the Label, including all DHL Express administration fees. All these costs will be paid from your end, we will send you an invoice along with the re-delivery shipping costs. If it is the made to order item, we will also can not process the refund on the made to order item, Made-To-Order Policy Details here.
CANCELLATIONS
All eligible orders can be canceled for a store credit prior to the order being shipped. However restocking and payment processing fees will apply if a cancellation for a refund is preferred. These fees will depend on the item you have ordered. For a full insight of fees associated with cancellations, please visit the following link.
DISCOUNT CODES & CREDIT NOTES
- Only one coupon code can be used at time of checkout/purchase.
- Coupon codes cannot be applied to a completed existing order.
- Credit notes cannot be used in conjunction with other coupons.
- All coupon codes cannot be used in conjunction with other coupon codes and are single-use only.
- In the event of a return, any used discount codes on the original order will not be re-issued.
DISPLAYED MONITOR COLOUR VS TRUE COLOUR OF GARMENTS
Please note: the colour of the garments displayed on this website may differ from the actual colour of the physical garment. Even though we strive our very best to display the true colour of the garment as accurate as possible on our website, many factors can have an impact on the colour you view on your device's screen/monitor.
These factors include but not limited to: Monitor/Screen Type, Device age & Type, Display Settings, Flash/Lighting within displayed content.