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?
Where do we deliver and what delivery method is used?
How long does it take to process my order and complete delivery?
What happens if no one is home? Can you deliver on weekends?
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 if an item is lost or damaged during delivery?

Returns & Exchanges

Eligibility for Returns & Exchanges
Change of Mind Policy
How to Return or Exchange
Return Shipping
Refunds
Exchanges
Faulty or Damaged Items
Non-Returnable Items

 

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 9am 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?

• Free delivery for orders over $150
• Delivery prices vary by destination and size. See our delivery page for delivery price information. We reserve the right to charge additional shipping fees for large and commercial orders.
• All orders are shipped with Australia Post offering fast delivery, timely delivery updates and the option to leave at your post office if no one’s home
• We reserve the right to charge additional shipping fees for large and commercial orders.

Where do we deliver and what delivery method is used?

We deliver to Australian addresses. We use Australia Post for fast delivery, timely updates and the option to leave your parcel at your local Post Office or Parcel Locker if no one’s home. They deliver to residential and business addresses, PO Boxes and Parcel Lockers. When shipping to a business address please ensure that you specify the business name.

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

Orders made before 9am 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 11 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.

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

Australia Post deliver from Monday to Friday. All orders must be signed for on delivery unless you have given authority to leave goods without a signature (in the Delivery Instructions box in the Cart). Please note, however, if you have given authority to leave goods without a signature, you accept full responsibility if your parcel is lost or stolen from your property. If signature is required and no one’s home it will be left at a local Post Office or Parcel Locker for collection.

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

Unfortunately Australia Post cannot provide a specific time of delivery. When your item is dispatched, you will receive a confirmation email with a link to view delivery tracking. Australia Post provide timely delivery updates via email/sms and the option to leave locally if no one’s home.

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 re-direct mail once an order has been processed. For these reasons please supply us with a complete and correct delivery address when placing your order. 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 orders must be signed for on delivery (a family member or colleague can sign on your behalf), unless you have given authority to leave goods without a signature (in the Delivery Instructions box in the Cart). Please note, however, if you have given authority to leave goods without a signature, you accept full responsibility if your parcel is lost or stolen from your property. If signature is required and you are not present when delivery takes place you will receive a 'calling card' or an email/sms from Australia Post detailing the pickup address.

Can I pick up?

No - currently we don't offer pickup, however we do deliver Australia wide.

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 email us on support@hellogreen.com.au (offices open between 9am and 5pm AEDT Monday to Friday). 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.

 

Returns & Exchanges

At Hello Green, we take pride in the quality of our products and customer satisfaction. If you are not completely satisfied with your purchase, we offer an easy return and exchange process under the following conditions.

1. Eligibility for Returns & Exchanges:

• You have 14 days from the date of delivery to return or exchange your item(s).

• The product must be in its original condition, unopened, and unused.

• To be eligible, the item must have been purchased directly from Hello Green.

• Returned items must be received within 30 days of initial delivery to the customer.

2. Change of Mind Policy:

• We do not offer a refund for a change of mind.

• We do offer the option to exchangeor receive store credit. Customers are responsible for the cost of return shipping.

• We are more than happy to assist with your decision, so please feel free to get in contact before making your purchase.

• In the event an order is cancelled at our discretion, a restocking fee of 10% will be charged to cover costs associated with cancelling the order.

3. How to Return or Exchange:

• To begin a return or exchange, please contact us at support@hellogreen.com.au with the following details:

• Order number

• Item(s) you wish to return or exchange

• Reason for return or exchange

• Once your return is approved, you will receive instructions on how to return the product(s).

4. Return Shipping:

• Customers are responsible for the cost of return shipping unless the product is faulty or damaged upon arrival.

• We recommend using a trackable shipping service for returns, as we cannot guarantee that we will receive your returned item.

5. Refunds:

• Once we receive your returned item(s), we will inspect it and notify you of the approval or rejection of your return.

• If your return is approved, a refund or store credit for the purchase price will be issued.

• Refunds are processed back to your payment method and may take 7-10 business days to be received.

6. Exchanges:

• We will exchange your product(s) for the same item if it is available. If the item is out of stock, a store credit for the purchase price will be issued.

• Please contact us for any product exchanges, and we will guide you through the process.

Faulty or Damaged Items

If you receive a faulty or damaged item, please contact us immediately at support@hellogreen.com.au, and we will assist you with a replacement or a store credit.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Items marked as sale or non-refundable.
• Products that have been opened, used, or damaged after delivery.
• Gift cards.

Contact Us

If you have any questions or concerns about your return or exchange, please don’t hesitate to get in touch with our friendly team at support@hellogreen.com.au

Customer Service Hours: Mon - Fri: 9am – 5pm (ADST) | Sat - Sun: Closed