SHIPPING & DELIVERY
When do I need to order by to receive my order before Christmas?
Domestic orders: Order by Friday 18 December 2015
International orders: Order by Friday 11 December 2015
Our postage and delivery is subject to Australia Post handling and services, which you can view via their website http://auspost.com.au/christmas-hours-and-delivery.htmlÂ As this is an incredibly busy period, we highly recommend you get your orders in early.
Is the storeÂ open over the Christmas and New Year period?
Our customer service team and warehouse will be taking a much needed holidayÂ over the Christmas and New Year period. We will be closedÂ from the 24th of December 2015 and reopening 4th of January 2016. Our online store will remain open throughout the festive season – but please note any orders placed from the 22nd of December 2014 will not be available for dispatch until the 4th of January 2016.
How long will my order take to arrive?
We deliver using Australia Post and depending on where you live, items may take between three and seven working days to arrive. Items will be delivered on business days (not weekend â€“ sorry!) and items may not be delivered within the delivery time frame if there are unforeseen circumstances outside of our control or Australia Postâ€™s (such as adverse weather, strikes, and public holidays).
How can I track my order?
If your order qualified for tracking, you will receive a confirmation email contained your tracking number once it has been dispatched (to the provided email address). To track your order, visit the Australia Post tracking website and enter your tracking number. Itâ€™s as simple as that!
What happens if I am not home when my order is delivered?
We recommend sending items to either a work address or PO Box to ensure someone will be there to accept delivery. If no one is available at the time of delivery, items will be left at the discretion of Australia Post. Alternatively, theyâ€™ll leave a collection card for you to pick it up from an Australian Post outlet at a time that suits you.
Help! I entered the wrong delivery information.
No need to stress. Please contact our Customer Service Team by email â€“ email@example.com or at +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST) as soon as possible to correct any errors in your delivery information. Unfortunately, once your order has been dispatched we are unable to update any delivery information.
How do I know if my order has been successful?
You should receive an order confirmation email within one hour of purchase. If you have not received your order confirmation email within this timeframe, please contact our Customer Service team by email â€“ firstname.lastname@example.org or at +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST) and they will ensure it is underway.
Can I change my order once I have submitted it?
Unfortunately no changes can be made do your order once you have submitted it.
Can I cancel my order once I have submitted it?
Yes! If you catch us before it has been dispatched.
Help! My payment method was not accepted?
Please double check that you have submitted the correct credit card number, security information and expiry date. Also, ensure that you have sufficient funds in your chosen account. If so, perhaps try an alternative payment method or contact your banking provider. If all else fails, contact our Customer Service Team by email â€“ email@example.com or at +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST).
What is Collective Hubâ€™s return policy?
We are unable to return or exchange magazines unless the wrong edition was incorrectly mailed to. We are also unable to return or exchange â€œsaleâ€ items. For all other products, if something is faulty, damaged or shipped incorrectly, we will exchange or refund your purchase within 10 working days with proof of purchase. Unfortunately we cannot a refund or exchange after 10 working days from the date of purchase. Items for exchange or refund (aside from those which are damaged) must be unused in as-new condition and in the original packaging.
How do I return an item?
Contact firstname.lastname@example.org to get the process underway. Returns should be addressed to: Attention Returns, The Messenger Group, Suite 10, Level 3, 224 Commonwealth St Sydney NSW 2010. Please note, Collective Hub does not cover the postage costs for returns. We suggest considering a traceable service for returns item to ensure they are received by us.
Do you offer refunds on sale items?
Unfortunately we do not offer refunds on sale items.
The item that I received is defective or damaged, what should I do?
If the item you received is defective or damage, please contact our Customer Service Team at email â€“ email@example.com or +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST) to arrange an exchange or refund.
How do I organise an exchange or refund?
Please contact our Customer Service Team at email â€“ firstname.lastname@example.org or +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST) to arrange an exchange or refund.
How long will it take to receive my refund?
Once your refunded has been received and approved, your refund will be processed within 10 working days from approval. If we can move faster, we will!
I have not yet received my refund?
If you havenâ€™t received a refund within 10 working days of approval, please check with your credit card company as it can take some time before a refund arrives in your account. Alternatively, contact your banking provider regarding their processing time. With all options exhausted, please contact a member of our Customer Service Team at emailâ€“ email@example.com or +61 2 9699 7216 (weekdays from 9am â€“ 5pm AEST) to investigate the matter for you.
For all other inquiries please email – firstname.lastname@example.org