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FAQ

Orders and Delivery

  • How much does shipping cost and how long does it take for my order to arrive?

    We offer free standard shipping on all orders over $99.00; orders below this value are charged at a flat rate of $9.95. Express shipping is available at a flat rate of $14.95. Your products are shipped from our warehouse in Victoria and our standard shipping option delivers in 2-6 business days for most Metro and inner-regional postcodes, excluding WA. In busy trading periods, orders may take longer due to high volumes.

    Orders placed before noon AEST will be packed and dispatched on the same day. Once dispatched with Australia Post, expected delivery times for each region are as follows:

    Express Shipping
    - 1-2 business days - Victoria
    - 1-3 business days NSW, ACT, SA & QLD metro and most regional areas*
    - 2-5 business days WA, NT, Tasmania*

    Standard Shipping
    - 1-3 business days Victoria -
    - 2-6 business days NSW, ACT, SA & QLD metro and most regional areas*
    - 3-10 business days WA, NT, Tasmania*

    *Outer-regional areas may experience slightly longer shipping times

  • Can I order online and collect from a retailer that sells Hush Puppies?

    No, when shopping online at hushpuppies.com.au, all items are shipped direct from our warehouse.

  • How do I track my online order shipment?

    You will receive a shipping confirmation email to let you know you order is on its way to you! This will contain a click through link to your tracking details with Australia Post, as well as your tracking ID. Please kindly note it may take up to 24 hours for your tracking to be valid with Australia Post.

  • I have not received my online tracking. What should I do?

    You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidently ends up there. If you have not received your tracking email or are having issues accessing the link, please contact our support team at onlinesupport@brandcollective.com.au for further assistance. If you have an online account with us, please log in and you can then access and view your order status under the "my account" section.

  • Can I send an order to another address?

    Yes, you can send your order to another address other than your registered address, which is useful if you're sending gifts.

  • I have not yet received my online order. Where is it?

    If you have made your purchase as a registered member, you can track your orders' progress via a link to Australia Post or Toll on the My Orders page.

  • Why is there a delay between the dispatch email and delivery?

    We send a dispatch email when the parcel leaves us. Depending on the shipping service you've chosen, your parcel will then spend a certain amount of time in transit before being delivered to you.

  • Can I change or cancel my order after it has been placed?

    We process and pack your order as fast as possible. Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. Sorry for any inconvenience that this may have caused. Once you receive your parcel, if you wish to make a return for a refund, please contact us at onlinesupport@brandcollective.com.au and we will be able to provide a return slip for you. Unfortunately, we are unable to offer exchanges for online orders. If you wish to place another order in the meantime, you may do so at your earliest convenience by placing a new order online. Please see our Returns Policy for more details.

  • Can I update my delivery address after my order has been placed?

    Unfortunately, we are unable to make any changes to delivery addresses once the order has been placed. You can attempt to update your delivery address with Australia Post using the My Post Account (this is free to sign up) but please note this will only be available if specified on your order tracking. Once you receive your tracking information, you can then use the tracking number provided to update the address details. Please see below for sign up link: https://auspost.com.au/mypost/auth/#/register

  • I'm not sure if I've successfully completed my order?

    When you have successfully completed your order, you will receive a confirmation email within 15 - 30 minutes. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam/junk folder first.

  • Why should I provide my contact number at the checkout for my online order?

    Please be assured that any contact details you provide to us remain confidential in our systems. It is recommended to enter your contact number at the checkout to ensure we can provide you with any updates regarding your order as required.

  • What if I am not home when my online order arrives?

    If you are unable to sign for your parcel upon delivery, Australia Post will determine if there is a safe and secure location to leave your parcel at the delivery address. If they deem that there is not a safe spot to leave the parcel without your permission, they will deliver the parcel to the nearest Post Office and leave a collection card of attempted delivery. You will then need to visit the declared post shop to collect your parcel. Please take your ID and the collection card with you. Please also check your tracking details (provided in your shipping confirmation emailed to you) for further updates.

  • My parcel has been declared return to sender. How can I resolve this and find out where my parcel is?

    If you notice that Australia Post have been unable to deliver your parcel as declared "return to sender" on your tracking information (this can occur from time to time if the address is invalid, the person is unknown at the address or if the delivery driver has been unable to access the premises), please contact our online support team at onlinesupport@brandcollective.com.au for a resolution process.

  • Can I leave special delivery instructions for my online order?

    Unfortunately, we are unable to process any special delivery requests for online orders. Please ensure the delivery address provided is valid and accessible for all deliveries. You can sign up to My Post with Australia Post to track and update your order. This will allow you to request a redirect or safe drop on your parcel (subject to the status and availability of this service). My Post is a free service provided by Australia Post.

  • Do you deliver to PO Boxes and Parcel Lockers?

    Yes, we do deliver to PO Boxes and Parcel Locker with Australia Post. Please ensure to also enter the valid street address of the PO BOX or Parcel Locker at the checkout.

  • Do you ship internationally?

    We currently offer shipping Australia-wide. We are unable to offer international shipping.

  • What will I need to do to collect my online order from the Australia Post shop?

    If you are not home to sign for your parcel on delivery, Australia Post will re direct your parcel to the nearest Post Shop and leave a collection card. Please take the collection card and your ID with you to collect this parcel as soon as possible. If you required further confirmation of your parcels location, please check your tracking link located in your shipment confirmation email.

  • Where can I purchase Hush Puppies instore?

    Take a look at our Stores and Stockists pages. Otherwise you can call us on 1800 135 393 and one of our Customer Service team members can direct you to your nearest store.

Product Information

  • What size am I? Do you have a size guide/conversion chart?

    We sure do! On each product page you can click through to our size conversion chart. Or see https://www.hushpuppies.com.au/size-charts.html/ for details.

  • How do I care for my new Hush Puppies items?

    We know you want your favourite shoes to last for a long time, so here's some tips for taking care of them. Our Shoe Care range, available online and at Hush Puppies retail stores will keep your shoes in the best condition.

    In general, we recommend the following guidelines (If you have specific questions please email us).

    Protect - We suggest using our Rain and Stain repellent to protect your leather, Suede and Nubuck from dirt and moisture.

    Cleaning - Use our Cleaner and Conditioner to prolong the life of smooth, oiled leather. On a regular basis, brush away any surface dirt with a soft brush. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse all soap off as it is hydrophilic. Our Tough Spot Remover can be used if you accidently get ink on your shoes.

    Drying - Open footwear fully, remove the insole and laces and dry at room temperature. Never expose to heat!

    Conditioning - Recommended treatment depends on construction and materials of the footwear (most treatments do alter colour and appearance).

    Restore - Our Oiled Leather Sponge or Cream Polish will bring the shine on your shoes up to its very best. If your suede or nubuck shoes need restoring, our Suede and Nubuck Block and Brush Kit will do the trick.

  • Storing your shoes:

    Shoes are literally made to be worn, storing your shoes for an extended amount of time can result in a condition known as hydrolysis. Factors beyond our control, such as humidity, temperature and moisture can cause polyurethane soles to break down. This is not a condition that is exclusive to Hush Puppies, it affects a wide range of shoe brands. If you do choose to store them please do so in a cool, dry place. Don’t keep your shoes tucked away, pop them on and enjoy unbeatable comfort.

Exchanges, Returns and Refunds

  • What is the returns policy for my online order?

    Hush Puppies is confident that you will be happy with your purchase. If for any reason this is not the case, we offer FREE RETURNS within 28 days of the order date. Hush Puppies will not take responsibility for returned items not received if registered post is not used. We have 4 conditions of return for change of mind, item(s) must be returned:

    1. -Within 28 days of the order date
    2. -Item must be unworn with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles
    3. -Items must be returned in the original shoe box which must be in the original condition.
    4. -Postage is non-refundable

    Hush Puppies reserves the right to refuse the return if these conditions are not adhered to.

  • What are my options when I return an item bought from hushpuppies.com.au?

    Hush Puppies will gladly accept returns for all faulty items. We will accept all change of mind items within 28 days of purchase provided those items are accompanied with proof of purchase (which may include the invoice, credit card or other payment statement), unworn and in original packaging. Whether your item was faulty or you've just changed your mind, Hush Puppies provides three returns options:

    1. 1. For exchanges of size or colour - We will offer you a refund. We do not offer exchanges online, however you can submit a return and re-order a replacement product.
    2. 2. For returns due to a complete change of mind - We will offer you a refund.
    3. 3. If your product is or becomes faulty - The goods will be assessed by the Customer Service team and if deemed faulty we will offer you a refund of the purchase price, a store credit or replacement if the product is still available.

  • How can I make an exchange of my online order?

    We currently don't provide exchanges of styles/sizes, you can however submit a return and re-order a replacement product. You can request a return within 28 days of your order by contacting our customer service team on 1800 135 393 and quoting name/email address or your order number (provided in your email receipt).

  • Can I return or exchange my online purchase in a retail store?

    Yes, you are able to return any unworn items to our Hush Puppies retail stores. Please make sure the shoes are unworn and unused with the original tags still attached - we are unable to accept shoes with dirty marks or damaged soles. We recommend you call ahead to avoid disappointment, please use the Store Locator to contact your preferred Hush Puppies store. Proof of Purchase will be required for all exchanges or refunds, this can be in the form of a confirmation email or bank statement. If your item(s) were purchased with PayPal you will be required to show your PayPal proof of purchase. Please note you are unable to return any items instore if you have purchased with Afterpay and will need to contact us at onlinesupport@brandcollective.com.au or call us directly on 1800 135 393 so we can assist you in organising a return and refund.

  • How long will it take for my refund to be processed?

    Once your goods have been received by Hush Puppies, please allow up to 10 working days for your refund to be processed back to your account.

  • How do I return my online order?

    Please contact our online customer support team onlinesupport@brandcollective.com.au and we will be more than happy to initiate a return for you, just include the following details:

    -Order #
    -Details of the item you wish to return
    -Reason for return

    Our customer support team will get back to you with your return parcel details & return authorisation slip. The shoe box is just as important as the shoes themselves, so please do not alter or damage in anyway - e.g. do not attach shipping forms, tape or mark the box. Doing so can result in your return being invalid. Shoes cannot be returned for change of mind with scratched or dirty soles. We suggest you try them on for the first time on carpet to ensure they are in perfect condition.

  • How will my refund work if I have paid with Afterpay?

    Please kindly note once a refund has been processed to your Afterpay account, After Pay will then contact you to confirm the refund amount depending on the amount of payments you have made. For example, if you have only paid 2 instalments of your total order value, After Pay will only refund the partial amount paid with them, and then cancel the remaining outstanding amount. This may mean that you would receive a partial refund of your total order value as only that amount was captured from your linked credit card up to the refund date.

Account Details

  • What are the benefits of creating an online account?

    As a member, you will be able to:

    1. - Check out faster when making a purchase.
    2. - Check the status of your orders.
    3. - See any of your past orders.
    4. - Change your account details, including password.
    5. - Store any extra shipping addresses.

  • How can I view my order status and history?

    If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order, order status and print a tax invoice.

  • How can I unsubscribe from the mailing list?

    To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance at onlinesupport@brandcollective.com.au

  • Is my personal data safe if I create an account?

    Yes, your data is safe with Hush Puppies as we are fully compliant with the Privacy Act in Australia. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password. Click here to view our full Privacy Policy, https://www.hushpuppies.com.au/privacy/

Payment

  • What form of payment options do I have for my online order?

    We accept payment via VISA, MasterCard, Pay Pal and Afterpay. Please kindly note we do not accept AMEX.

  • How secure is my credit card and personal information?

    We are strongly committed to protecting your privacy and providing a safe and secure online experience. We have taken measures to ensure that your credit card and personal details are kept safe at all times.

  • Do prices include GST?

    Yes - all prices are displayed in Australian Dollars, including GST.

  • How can I unsubscribe from the mailing list?

    To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo email/poster that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact the online support team for further assistance at onlinesupport@brandcollective.com.au

  • The promotional code is not applying (or is invalid) at the checkout. What should I do?

    A promo code is a series of numbers and letters that gives you a specific discount or percentage off your purchase when entered at the shopping cart. An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive. Promo codes are not to be confused with gift vouchers, which need to be entered at the cart page before checkout. Unfortunately, Promo codes can only be applied in the shopping cart screen at time of purchase. No promotional code can be honoured after an order has been placed. If you are having trouble using a promotional code, please check the terms and conditions to ensure that all items are applicable. If you are still having trouble, please contact our online support team at onlinesupport@brandcollective.com.au

Payment

  • I forgot to add a promo code to my order. Can it still be applied?

    Unfortunately, no. Promo codes can only be applied in the shopping cart screen at time of purchase.

  • How do I use an online store credit applied under my account?

    If you have been notified of an online store credit added to your account, to access your online store credit, please log in by using your e-mail address and password. Once you have added items to your cart, please check out, and your online credit will appear above your order total for you to add as payment (either partially or full amount).

  • Can I purchase a gift card online?

    Unfortunately, we do not have gift cards available to purchase online. You can however enter a separate delivery address to your billing address if you wished to send an order as a gift. We do not include a tax invoice in the parcel. In this case, please retain you order number and order confirmation email as your invoice receipt. Please note any purchase that is sent as a gift but is returned to us will refunded only to the original payment method.

  • Can I use a gift card purchased in a Hush Puppies retail store online?

    No, gift cards purchased at a Hush Puppies retail store can only be used in store.

Careers

Online Reviews

  • What is an online review?

    We love hearing feedback on our products, because as a valued customer your opinion is important to us. We've provided some guidelines to make sure that your feedback remains helpful to other customers as well. To keep it fair and consistent we only post reviews that are in adherence with these guidelines. So here's an idea of how best to do it:

    Keep feedback based on the product only and your experience of using the product. E.g. size, fabric, how it makes you feel?

    Be honest - tell us what you like about the product and what you don't like about the product.

    Keep it clean, get to the point and provide helpful feedback for others.

    We will not tolerate offensive, racist or crude comments. Inappropriate comments won't be posted accordingly.

    Also, to protect your privacy we can't post any personal information, so use of a nickname for the review is the best way to go. Links to other websites and references to other retailers is also potentially misleading to visitors, so we won't post this info either. But if you want to talk to us about anything concerning prices, promotions, shipping, customer service or details that are personal to your purchase then we would love to hear from you. Feel free to contact our Customer Service via email on onlinesupport@brandcollective.com.au or by phone on 1800 135 393.

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