Frequently Asked Questions (FAQ)
Have a question? Below you'll find answers to the most common inquiries. If you can't find what you're looking for, feel free to contact us at support@wearhartwell.com.
Shipping & Delivery
1. What is your shipping policy?
We offer free standard shipping on all orders across Australia. Every order is carefully prepared and shipped to ensure safe and reliable delivery.
2. Do you deliver to PO Boxes?
At this time, we do not ship to PO Boxes, military addresses, or restricted delivery zones.
3. What are your delivery times?
Orders are processed within 1–2 business days. Once shipped, delivery typically takes 3–10 business days depending on your location. Estimated total delivery time is 4–12 business days.
4. How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Please allow up to 48 hours for tracking updates to become available.
5. Which shipping partners do you use?
We work with trusted shipping partners to ensure safe and reliable delivery throughout Australia.
6. What if my package hasn't arrived?
If your order has not arrived within the expected delivery timeframe, please first check your tracking information. If you still need assistance, contact us at support@wearhartwell.com and our team will be happy to help.
7. What if my item arrives damaged or defective?
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us at support@wearhartwell.com as soon as possible and we will work to resolve the issue quickly.
Returns & Refunds
8. What is your return policy?
We offer a 30-day return policy. To be eligible for a return, items must be unused, in their original condition, and include all original packaging and tags.
9. How do I request a return?
To initiate a return, please contact support@wearhartwell.com. Once your request has been approved, we will provide return instructions.
10. How long does it take to process a refund?
Once your return has been received and inspected, approved refunds are processed within 10 business days. Depending on your payment provider, it may take additional time for the funds to appear in your account.
11. Who pays for return shipping costs?
If the item is defective, damaged, or incorrect, we will work with you to provide an appropriate solution. For all other returns, return shipping costs may be the responsibility of the customer.
Privacy & Security
12. How do you protect my information?
We take privacy seriously. Our website uses SSL encryption to help protect your personal and payment information during online transactions.
13. Will my information be shared with third parties?
We do not sell or rent your personal information. Information is only shared when necessary to process orders, provide services, or comply with legal obligations.
Payments
14. What payment methods do you accept?
We currently accept:
• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Shop Pay
15. What currency are payments processed in?
All transactions are processed in AUD (Australian Dollars).
16. Are my payments secure?
Yes. All transactions are protected by SSL encryption and processed through secure payment providers.
17. How will I know if my payment was successful?
After a successful payment, you will receive an order confirmation email. If you do not receive one, please check your spam folder or contact support@wearhartwell.com.
18. What should I do if my payment is declined?
Please verify your payment details, billing address, and available funds. If the issue persists, contact your bank or payment provider. You may also contact us at support@wearhartwell.com for assistance.
Contact Information
Any questions or just like to talk to us? Please don't hesitate to contact us.
E-mail address: support@wearhartwell.com
Phone number: +61 468 094 965
Contact page: Contact Page
Our customer service team usually replies within 12–24 hours on business days.
Business Information
Business name: De Wit Onderneming
Company Registration Number: 91573998
Operating brand: Hartwell
Business address:
Pergolesistraat 11
3335XC Zwijndrecht
Netherlands
Warehouse address:
50 Graham Street
Auburn NSW 2144
Australia
Customer Service Available Hours
Monday – Friday
09:00 AM – 5:00 PM (AEDT)
Our customer service team usually replies within 12–24 hours on business days.
Thank you for your patience.