Customer Help

Our helpful team is always here to assist.

Customer Help

We are based in Victoria, Australia.

Please see our Q & A’s below for frequently asked questions, or if you have an urgent enquiry,

 give us a call on 0468 918 494

Common Purchase Queries Answered

Orders and Shipping

We aim to dispatch in-stock goods within 1 working day of receipt of payment.

We offer Australia Post as our preferred shipping methods. Delivery time frames vary according to State and postcode. Standard or regular post can take 3-8 business days. Express Post 1-4 business days. 

We are located in Melbourne, Victoria and all orders are shipped from this location. 

If you would like a closer estimate please contact us with the delivery address details and we can try to provide you with a more approximate delivery time frame.

During the checkout process it firstly asks you to provide your details (Billing Details). When the gift is to go directly to the recipient select the “Deliver To A Different Address” option and complete the recipients details.

Don’t panic if you need to change the shipping address details. As soon as you have realised  the error just send us an email to [email protected] or phone  0468 918 494 and we can organise this for you. 

Please note: Change of shipping address can only be done if the order has not entered the chosen delivery system. 

Once the order has left us and it is in the hands of Australia Post we send you an email updating your order status to completed. This email will include the  tracking number and link so you can keep up to date with the delivery progress.

Sending Hugs is a family-owned business located in Melbourne, Victoria. We use Australia Post for delivery anywhere in Australia.

Free Shipping applies to orders over $95 within Australia and to the one delivery address. 

Click here for more delivery information details.

During the checkout process you have the option to create an account.  This can be found as a select option underneath the Billing Address details.

Creating an account allows you to checkout with ease with future purchases, login and see previous orders, change address details and see account details. 

No. We offer you the choice of the Stripe payment gateway, PayPal or Afterpay which all offer high grade payment security. They take making your purchase with us the safest possible and very seriously.

We offer Australia wide delivery and international shipments to most countries. 

Yes, we do not outsource any of our packing. It is done from the one location and all items will be sent together unless otherwise instructed.

Please contact us for

Returns and Exchanges

Return window: 7 days from delivery date.

We base our return decisions on a case by case basis. We understand during difficult times your decisions and focus may not be 100%. Please reach out to us at [email protected] or 0468 918 494 so we can help.

Oh no. If we have made an error, apologises, please contact us so we can get this sorted for you.

We try to ensure that our packing skills allow orders to arrive safe and sound.  If, for some reason, your order has arrived damaged, do not panic. Contact us immediately and we will sort this out. 

You will receive an email from us which will include the shipping address label to be printed for the return. All details are included on the label.  

Our return address is: 52-54 Caserta Drive, Berwick VIC 3806

You can reach out to us at [email protected] or phone 0468 918 494. 

Don’t panic if you need to change the shipping address details. Just send us an email to [email protected] or phone 0468 918 494 and we can organise this for you. We aim to have orders sent within 1 business day from payment so please contact us immediately.

If for  some reason you need to change or cancel your order do not hesitate to contact us. Please be mindful that we try and get orders sent within 24 hours from the time of purchase.  After this time period we can not change or cancel orders.

Sorry, we are not able to offer this service. Our stock range is constantly changing and there are times when we are not able to restock sold out items. 

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