SHIPPING POLICY
We aim to get your new treasures to you as quickly and safely as possible! Here’s everything you need to know about how we ship:
Order Processing
Next Business Day Dispatch
All orders placed Monday to Friday will be dispatched the following business day.
Orders placed on weekends or public holidays will be processed the next business day.
Order Tracking
Once your order has been dispatched, you will receive a confirmation email with your tracking information so you can follow your order’s journey.
Shipping Within Australia
Free Standard Shipping
- Enjoy free standard shipping when you spend $150 or more in one transaction.
- Standard Shipping — $10.00
- Delivery via Australia Post Standard.
- Estimated delivery time: 2–4 business days from dispatch.
Express Shipping — $15.00
- Delivery via Australia Post Express.
- Estimated delivery time: 1–3 business days from dispatch.
Please note: Delivery times are estimates and may vary depending on your location and Australia Post delays, especially during peak periods.
International Shipping
Standard International Shipping — $25.00
- Delivery via international courier services.
- Estimated delivery time: up to 14 business days from dispatch.
Important:
We are not responsible for any customs duties, taxes, or additional charges that may be applied once the parcel reaches your country.
Any customs fees are the responsibility of the customer.
Additional Information
Shipping Address:
Please ensure your shipping address is complete and correct at checkout. Hey Tilly is not responsible for orders that are delayed, lost, or returned due to incorrect shipping information provided by the customer.
Delivery Issues:
If you experience any issues with your delivery, please reach out to us at info@heytilly.com.au and we will do our best to assist you.
RETURN POLICY
Our Return Policy
At Hey Tilly, we want you to be completely happy with your purchase! If for any reason you need to return or exchange an item, we offer flexible options to make the process as easy as possible.
Change of Mind Returns
- If you change your mind, please notify us within 14 days of receiving your order.
- We gladly accept returns on full-priced items provided they are unused, in original condition, and in original packaging.
- Once your return is received and inspected, you can choose between a refund, exchange, or store credit.
Please note: Earrings and engraved or custom items are final sale and cannot be returned or exchanged due to hygiene and customisation reasons.
Important:
Return shipping costs for change of mind returns or exchanges are the responsibility of the customer.
We recommend using a trackable shipping service as we cannot guarantee that we will receive your returned item.
Faulty or Damaged Items
We take great care to ensure the quality of our products. However, if you believe you have received a faulty item:
We offer a 90-day warranty from the date of purchase for any manufacturing faults.
Please contact us at info@heytilly.com.au with your order number, a description of the issue, and photos if possible.
For faulty or incorrect items, Hey Tilly will cover the return shipping cost.
Once your return is received and inspected, we will arrange a replacement, exchange, or issue a store credit.
How to Return an Item
Email us at info@heytilly.com.au with your order number and reason for return.
Once your return request is approved, please send your item to:
Hey Tilly
106 Darby Street
Cooks Hill, NSW 2300
Australia
After we receive and inspect your item, we will process your refund, exchange, or store credit as selected.
Summary of Return Conditions
- Notification of change of mind must be within 14 days of receiving your order.
- Full-priced, unused items in original packaging are eligible for return.
- Earrings and engraved/custom items are final sale and cannot be returned.
- 90-day warranty covers faulty items with free return shipping.
- Return shipping for change of mind/exchanges is at the customer's cost.
- Proof of purchase is required for all returns and exchanges.