FAQs
Q: Can I return an item if it doesn’t work for me?
A: Yes — absolutely. If your product arrives damaged or doesn’t work as described, just get in touch with us within 30 days of receiving it. We’ll happily organise an exchange, credit note, or refund.
We’re big on great customer care, so don’t hesitate to reach out via our Contact Page and we’ll take it from there.
Q: How do I check the status of my order?
A: Once you place your order, you’ll receive a confirmation email straight away. When your order ships, we’ll send you a tracking number so you can follow its journey. You can check updates anytime via our Track Order page.
Q: Do you offer a quality guarantee?
A: Yes, we do. At Wild Hartley, we’re proud of the quality of our products. If something doesn’t meet your expectations, please contact us as soon as possible. We’ll always do our best to make things right and ensure you have a great shopping experience.
Q: How can I get in touch with you?
A: You’re welcome to visit or contact our boutique on Maling Road, Canterbury. We’re open Tuesday to Saturday, 10am–4:30pm (AEST).
You can also email or call us during opening hours:
maling@wildhartley.com.au +61 (0) 460 964 710
Q: Do you offer refunds if I change my mind?
A: Yes — if you change your mind, we offer a full refund within 30 days of purchase if all items are in original condition, not worn with the original tags.
Q: How do I place an order on your website?
A: It’s easy! Just select your item, click Buy Now, and enter your shipping and billing details at checkout. Payment is secure and we accept PayPal, Mastercard, Visa, and AMEX. We’ll get your order on its way as soon as possible.
Q: Do you ship internationally?
A: Yes, we do. We ship internationally from Australia. Available countries, shipping options, and rates will be shown at checkout.
Q: Will I have to pay customs duties, taxes, or tariffs?
A: Possibly. International orders may be subject to customs duties, import taxes (such as VAT or GST), or tariffs once they arrive in your country. These charges are set by your local customs authority and aren’t included in our product prices or shipping costs.
Q: Who is responsible for customs fees and tariffs?
A: Any customs duties, taxes, or tariffs are the responsibility of the customer. As an Australian business, we don’t have control over these charges and can’t estimate them in advance.
Q: Do you collect VAT, GST, or import taxes at checkout?
A: Unless stated otherwise, we don’t collect foreign VAT, GST, or import taxes at checkout. These may be charged by your local customs office or courier before delivery.
Q: What happens if I don’t pay customs fees?
A: If an order is refused or returned due to unpaid customs charges, we’re unable to refund the original shipping cost. Any return shipping fees charged to us may also be deducted from your refund.
Q: Can you mark my order as a gift or declare a lower value?
A: We can’t do that, sorry. Australian export regulations require us to declare the full value and contents of all international shipments accurately.
Q: How long do international orders take to arrive?
A: Delivery times vary depending on the destination. Please keep in mind that customs processing in your country can sometimes cause delays outside of our control.
Q: Where can I find information about my country’s import fees?
A: The best source is your local customs authority or postal service, as they can give you the most accurate and up-to-date information.