FAQs

Orders – Purchases & Payments

Will I get an invoice with my purchase?
Can I exchange an item?
Can I amend my order?
Can I pick up?
When will my item ship?

Delivery & Shipping

Where does Hello Green deliver goods?
What are your delivery charges?
What delivery method is used?
How long does it take to process my order and complete delivery?
Can I specify a time for delivery so that I can be at home for delivery?
Can I change my delivery address?
Do I need to sign for my delivery?
Can I pick up?
What happens if no one is home? Can you deliver on weekends?
What if an item is lost or damaged during delivery?

Payments and Returns

What happens if goods arrive damaged?
What happens if my goods are faulty?
What happens if I change my mind and don’t wish to keep a product?
What are my options when I return an item?
How long will it take to receive a refund?
What will happen if I return an item purchased with a gift voucher?
Who gets refunded if I return a gift?
What if I have a warranty claim?

Orders – Purchases & Payments

Will I get an invoice with my purchase?

Yes. As soon as your order is placed, an invoice will be sent as an attachment with your Order Confirmation email to the email address that you provide.

Can I exchange an item?

If you've changed your mind, you may return any product purchased from our store provided it is in its original packaging, unused, unopened and undamaged within 30 days for refund of the purchase price (you must pay the cost of return postage and refund of items purchased by voucher will be by reissue of voucher). Please contact us first to arrange a return and refund. All returns are subject to our Returns Policy, and our Website Terms and Conditions.

Can I amend my order?

We work hard to dispatch orders as quickly as possible. If you need to make changes to your order, please contact our support team directly and we will endeavour to meet your requests.

Can I pick up?

No – Hello Green products are available for delivery only. We do not offer a pickup facility.

When will my item ship?

Orders made before 10am will be dispatched same day, otherwise most orders are processed and dispatched within 1 working day of the order being placed. Some exceptions apply (e.g. pre-orders, or products made to order) in which case this is highlighted on the relevant product page). Our orders are shipped and delivered on business days; public holidays are excluded. Most orders take 2-7 days for delivery, however orders to remote areas may take up to 10 days. The orders are shipped from Melbourne so allow more time if you’re in WA, NT, or far North Queensland. For urgent orders, we also offer an Express Post option. For estimated delivery timeframes to your area and for please visit our Delivery Policy.

Delivery & Shipping

Where does Hello Green deliver goods?

Hello Green offers shipping to Australian addresses.

What are your delivery charges?

All orders are shipped using Australia Post or Fastway Couriers. Delivery is a flat rate of $9.95, or FREE for orders over $99. We reserve the right to charge additional shipping fees for large and commercial orders.

What delivery method is used?

Australia Post and Fastway Couriers provide a door to door service. They can deliver to residential addresses, business addresses and PO boxes. When shipping to a business address please ensure that you specify the business name. All orders must be signed for on delivery. If you are not present when delivery takes place a postal card will be left and the parcel can be collected from the nearest post office or depot at a later time.

How long does it take to process my order and complete delivery?

Orders made before 10am will be dispatched same day, otherwise most orders are processed and dispatched within 1 working day of the order being placed. Some exceptions apply (e.g. pre-orders, or products made to order) in which case this is highlighted on the relevant product page). Our orders are shipped and delivered on business days; public holidays are excluded. Most orders take 2-7 days for delivery, however orders to remote areas may take up to 10 days. For urgent orders, we also offer an Express Post option. For estimated delivery timeframes to your area and for please visit our Delivery Policy.

Can I specify a time for delivery so that I can be at home for delivery?

Unfortunately Australia Post and Fastway Couriers cannot provide a specific time of delivery or phone you prior to delivery. When your item is dispatched, you will be sent a confirmation email with your unique tracking number (where available). You can check your delivery status at http://auspost.com.au/track/ or http://www.fastway.com.au. Most orders take 2-7 days for delivery, however orders to remote areas may take up to 10 days. For urgent orders, we also offer an Express Post option. For estimated delivery timeframes to your area and for please visit our Delivery Policy.

Can I change my delivery address?

We work hard to dispatch orders as quickly as possible. Once an order has been processed the delivery address for that order cannot be changed. We are also unable to redirect mail once an order has been processed. For these reasons please supply us with a delivery address where there will be someone in to sign for your parcel. If there is nobody in when the post arrives, they will leave a card so you can pickup from your local depot.If you need to make changes to your order before it's been processed, please contact our support team directly and we will endeavour to meet your requests. 

Do I need to sign for my delivery?

All Hello Green orders require a signature upon delivery. However, a family member or colleague at the address provided can sign for it on your behalf.

Can I pick up?

No. Hello Green products are available for delivery only.

What happens if no one is home? Can you deliver on weekends?

Australia Post deliver from Monday to Friday.If you are not present when delivery takes place a postal card will be left and the parcel can be collected from the nearest post office at a later time.

What if an item is lost or damaged during delivery?

If for some reason your goods arrived damaged or inoperable, we will do everything we can to fix the issue. Obviously, this is our responsibility and we will correct things as quickly as possible. Just call us on 03 9770 8075 (between 9am and 5pm AEDT Monday to Friday) or email us on support@hellogreen.com.au. We want you to be 100% happy with your Hello Green purchase and if the condition of the product isn't holding up its end of the bargain, we'll fix it in a hassle-free manner.

Payments and Returns

The chances are extraordinarily good that you'll be thoroughly satisfied with your purchase from us. But just in case something happens, we’ve have the following guidelines in place. This policy applies to products purchased from the website www.hellogreen.com.au for delivery within Australia.

What happens if goods arrive damaged?

If for some reason your goods arrived damaged or inoperable, we will do everything we can to fix the issue. Obviously, this is our responsibility and we will correct things as quickly as possible. Just call us on 03 9770 8075 (between 9am and 5pm AEDT Monday to Friday) or email us on support@hellogreen.com.au. We want you to be 100% happy with your Hello Green purchase and if the condition of the product isn't holding up its end of the bargain, we'll fix it in a hassle-free manner.

What happens if my goods are faulty?

Please contact us if you have any concerns in relation to the quality of any of our products. We will refund or exchange any faulty item purchased from our store and reimburse any associated reasonable return postage costs, if the product is determined faulty through no fault of the customer. We guarantee our products against manufacturing defects, such as issues with any parts or material defects, for six months after purchase. We do not guarantee our products for issues related to wear and tear including rips, spills, scratches, chips, mould, fading, stains and odour. Please keep in mind that although many of our products are designed for children, they are not indestructible. To request a return just call us on 03 9770 8075 (between 9am and 5pm AEDT Monday to Friday) or email us at support@hellogreen.com.au and provide us with your full name and address, the original invoice/order number, and the reason for claiming the refund or exchange.

What are my options when I return a faulty item?

We provide two returns options for approved returns:

1. Exchange for an alternate size/colour (subject to stock availability)
2. Refund to your original method of payment (e.g. Credit Card or PayPal)

On occasion, your requested replacement item may have sold out by the time your product is posted and received by Hello Green. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.

What happens if I change my mind and don’t wish to keep a product? 

We offer a 30 day money back guarantee - you may return any product purchased from our store in its original packaging, unused and undamaged within 30 days for refund of the purchase price (you must pay the cost of return postage and refund of items purchased by voucher will be by reissue of voucher). Please contact us first to arrange a return and refund.

How long will it take to receive a refund?

Once your goods have been received by Hello Green, please allow up to 5 working days for your refund to be processed.

What will happen if I return an item purchased with a gift voucher?

If any product purchased with a Gift Voucher is returned for a refund, the refund amount will be automatically credited to the original Gift Voucher.

Who gets refunded if I return a gift?

The refund will be credited to the original card or account used to purchase the gift.

What if I have a warranty claim?

As far as warranty claims go, we will do everything we can to ensure your warranty is processed smoothly. We have a great relationship with all our suppliers, and will work directly with them to ensure any warranty issues are rectified in a timely manner.