Shipping & Returns
Hueseeka is committed to offering a convenient, secure and premium shopping service.
Shipping to Australia
All Australian orders are dispatched from the Hueseeka warehouse on business days Monday to Friday. We aim to ship all orders within 24 hours. Please allow for weekends, promotional periods, and public holidays. Orders from our Promotional Periods may take up to 5 business days to leave our warehouse.
Hueseeka is currently offering Free Standard Shipping on all Retail orders over $99 to Australian addresses.
Terms and conditions of this offer:
The order value must exceed $99 after discounts and before shipping;
It only applies to our Standard Shipping service;
Excludes PO box addresses and parcel lockers;
Delivery must be to an Australian address;
Does not apply to partner/wholesale client orders;
The free shipping offer may change or be withdrawn at any time.
Shipping Cost Estimate
While we strive to provide accurate postage estimates, please understand that unforeseen additional costs may arise for specific suburbs within a given post code, particularly for our valued wholesale and stockist partners. These costs are impacted by factors beyond our control in collaboration with our shipping partners. Your understanding and patience are greatly appreciated.
Deliveries Outside of Australia
We currently offer shipping to Australia and New Zealand. Unfortunately, we do not offer international shipping to any other location. Please note due to the cost of International Shipping, backordered items for New Zealand will have freight fees charged to the client.
Tracking details for your order will be emailed to your order email address upon dispatch of your order. Registered customers will also be able to locate these details from within their account area once dispatch has been confirmed.
In the event that a package needs to be returned to us or requires redelivery, we recognise the inconvenience this may cause. Please know that any associated fees for return to sender or redelivery will be at the expense of the customer. We want to emphasise that we are here to assist you throughout this process and encourage you to reach out to our dedicated customer support team with any questions or concerns.
We offer refunds and replacements in accordance with Australian Consumer Law.
Before making a purchase, please carefully read this policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
We shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
We will refund your order if it has been cancelled before your order has left our warehouse.
If your order has already been dispatched, you will need to return the order as a change of mind.
3. Change Of Mind
Change of mind means that you have received your order and you have received the correct products according to your order, but you have changed your mind and wish to return them.
Or you failed to cancel your order prior to it being dispatched from our warehouse.
Please note, we do not issue refunds on non-faulty items, only a store credit will be provided once your return item/s is/are received back at our warehouse in original packaging and without damage. Damaged items will not be eligible for a store credit.
Change of mind returns are accepted, provided you have contacted us within 14 days of receiving your order to arrange a return. If this time frame has passed since receiving your purchase, unfortunately, we cannot offer you store credit in exchange for your items.
Return shipping is at your expense
4. Products Damaged During Delivery
If the product you ordered has been damaged during delivery:
Please contact us within 14 days of receiving your order.
Please provide photos of all damaged item/s along with your order number.
We will use our discretion to arrange either a replacement of an equivalent product or a refund, providing that you have contacted us within 14 days from the date of receiving the product.
5. Sales, Promotions and Discount Codes
If you applied a coupon, or discount on the order you are returning, or purchased an item on sale, you’ll be credited the amount you paid after the discounts were applied.
6. Hueseeka Loyalty Program
When returning an order that you earned Hueseeka Loyalty points, these points will be deducted from your point balance when the return is processed.
Hueseeka Loyalty points that have been redeemed for a rewards voucher, will function as a discount at check out and cannot be credited or refunded. ** see section 5.
The points cannot be reapplied to your account after they have been redeemed for a voucher.
7. Redeeming a Gift Voucher
If you paid for your order with a gift voucher and it's returned, you'll be issued with an account credit for the value of your order once your return has been processed. The voucher amount will be credited back to your Hueseeka account ready for you to spend straight away.
Notwithstanding the other provisions of the policy, we may refuse to provide a replacement or refund for a product purchased by you if:
The damage is caused by product misuse
You knew or were made aware of the problem(s) with the product before you purchased it.
Any other exceptions that apply under the Australian Consumer Law.
9. Major Failures or Product Defects
When you report a product defect or major failure, we will immediately begin an investigation and some product testing. If our Quality Control Team deems the product faulty, you will be entitled to:
i) Cancel the purchase; and/or;
ii) A refund for the price of the goods
10. Discontinued Products
All discontinued products under our “sales” tab are final sale, no returns or exchanges will be accepted.
11. Colour Matching
Whilst we take every care to represent our product colours accurately, candle colours depicted on our website can vary slightly from the real item. This is because colours render differently from one, computer or smartphone screen, to another. Additionally, our Moreton Eco-coloured candles are handmade from all-natural ingredients and dyes, meaning that colours can vary slightly from one batch lot to another. This is part of the beauty of working by hand with natural ingredients.
If colour matching is particularly important to you, we recommend getting in touch with our customer service team prior to making a purchase. They may be able to assist you by providing photographs or advice. We also recommend purchasing a sample prior to placing your order if exact shades are important to the success of your event or interior design.
If you are still unhappy with the colour you have ordered, you are welcome to return the item under the change of mind policy.
How to return Products:
You can contact us via email at [email protected] to notify us of your intent to return and request the return process information. Please allow 3 to 7 days for processing and understand that we cannot refund postage and packing unless goods are deemed to be faulty. The customer is responsible for return shipping.
We make every effort to ensure that your order arrives in perfect condition. It is normal for the shipping carton to show some wear from it’s journey to you. However if damage has occurred to the product(s) inside, please contact us and we will be more than happy to resolve any issues. Please note: damaged items must be reported within 14 days of order delivery.
You may cancel your order, provided we have not yet dispatched it. We will refund the cost of your order to the payment method used in your purchase.
Please contact us as soon as possible and we will do our best to accommodate your request.