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POLICIES & FAQ

Bencer & Hazelnut Policies


Please note by placing an order and ticking the agree to terms & conditions box at checkout you agree to understanding the following: 

Returns & Exchange 

We are unable to refund, return or exchange items (excluding faulty items). 
Please consider this prior to ordering and when selecting appropriate sizing. 
We are unable to refund/exchange due to shipping delays out of our control. 
We are not guarantee arrival in time for specific dates as shipping time frames are out of our control.

Please note our exchange/return policy is firm due to hygienic reasons. 
Please do not tick the box at checkout if this is not suitable for you, by doing so you accept our policies. 

Faulty items

If you believe an item to be faulty please contact us within 7 days of delivery. 
Please provide images detailing fault. If faulty, the item will be replaced. 
If we are no longer able to provide the same item, we will offer a refund or selection of another item. 
Please note, all faults will need to be checked by Bencer & Hazelnut. 
All items are quality checked prior to dispatch. 

Preorders

Where a preorder is offered all dates are estimate only.
We are unable to provide specific dates as delivery time frames can vary. 
Please see our preorder updates page for the most up to date info on when preorders will arrive/ship.

Sizing 

We are unable to exchange or refund due to sizing error. 
Please see all size guides prior to selecting. 

Resale of products 

Please note authorisation must be provided for the resale of our products. 
We do not allow the sale of our products at markets, including FB Marketplace. 

 

Kindness 

Our above policies/information is available prior to ordering, by order customers are agreeing to understanding all Bencer & Hazelnut policies, we will not tolerate any nastiness or bullying from customers in regards to any policies (or at all). 
If the above policies are not suitable, we have a number of stockists who have varying policies that may be better suited. 

 

 

FAQ/INFO

Order info
We are not able to refund, change, cancel or alter orders once placed.
By ordering you accept this, including preorder agreement that we are unable to control delays and no refunds/cancellations can be made.
We are not able to combine orders due to weight on label. 

Preorders
If you would like your in stock items shipped prior to preorder items you must check out seperately.
Preorder dates are estimate only and whilst we will do our best to get items to you on time, cannot guarantee there will be no delays.
We are unable to cancel, change or refund due to shipping delays out of our control.

How can I contact Bencer & Hazelnut?
You can reach us via email- orders@bencerandhazelnut.com  -we do our best to respond to you within 48 hours.

How long will my order take before it is shipped?
We ship orders daily, depending on volume we will aim to ship your order the same/following day. Where we have had a large release or sale times will vary and may be up to 1-2 weeks. Preorders excluded.
* Excludes weekends & new release/restocks where volume may increase turnaround. 

How long will my order take to arrive (within Aus)?

Parcels within Aus usually take around 2/3 days for arrival. Please select Express post if you are after a faster arrival- please note this does not mean your order will be shipped faster, shipping times are as advertised.
Sometime AP incur delays which we cannot control and may take a little longer, at times we have seen parcels to WA take 1-2 weeks. 
Please note if you have a preorder you will need to add the preorder time to your estimate. 
You may receive tracking automatically at the time of order, your order will ship in full once preorder items arrive (unless you choose otherwise at shipping checkout) please note your tracking will change  "It's on its way" - this means it has been picked up from us.
Orders ship out of Cheltemham, Victoria.

International orders and taxes
Please note international orders usually take around 2 weeks to arrive but can take up to 6 weeks if choosing the cheaper option, please keep this in mind when selecting. Please note it is within Aus post terms to say they can take up to 3 months to arrive, this is out of control and by purchasing you are accepting this possible time frame, orders will not be cancelled or refunded due to this. We do not take responsibility for any charges incurred upon arrival in your country, please consider this when purchasing.

 

Do you exchange or refund?
We do not exchange or refund due to change of mind, sizing or mistakenly ordered.

Faulty item
If you find any faults with your item please contact us within 7 days of arrival.