Shipping Policy

Last Updated: 31 July 2026

 

At Hailey Bell, we aim to provide a dependable, secure and transparent delivery service. We work with our fulfilment and delivery partners to process and deliver orders as efficiently as possible.

 

This Shipping Policy applies to orders delivered within Australia.

 

Shipping Overview

 

The following estimated timeframes apply to deliveries within Australia:

 

Order Cut-off Time: 4:00 PM AEST/AEDT
Handling Time: 1–3 business days, Monday to Friday
Transit Time: 4–9 business days, Monday to Friday
Shipping Fee: Free shipping
Estimated Total Delivery Time: 5–12 business days

 

Business days exclude Saturdays, Sundays and Australian public holidays.

 

Orders placed after the cut-off time, during weekends or on public holidays will generally begin processing on the next business day.

 

Delivery times are estimates rather than guaranteed arrival dates. Delivery may occasionally take longer due to peak periods, public holidays, severe weather, customs processing, carrier disruptions, remote delivery locations or other circumstances outside our reasonable control.

 

The ACCC advises that expected delivery time can depend on where stock is dispatched from and notes that goods sent from overseas may take longer to arrive. Advertising delivery timeframes that cannot reasonably be met can also create Australian Consumer Law concerns.

 

Ordering Process

 

To protect your personal and payment information, we do not currently accept orders by telephone. Orders must be placed through our online store.

 

The ordering process is as follows:

 

Selection: Choose the product, colour and size you would like and add it to your shopping cart.

 

Customer details: Sign in to your existing account, create an account or continue as a guest where available.

 

Delivery and payment: Enter or confirm your delivery, contact and payment information.

 

Confirmation: Review your order and complete the payment process. Once your order has been successfully submitted, you will receive an automated order-confirmation email.

 

Please review all product details, selected sizes, colours, quantities and delivery information before completing your purchase.

 

Order Processing

 

Once your order has been placed, it will enter our processing system.

 

Processing may include:

 

• payment verification;
• fraud and security screening;
• confirmation of product availability;
• preparation and packaging; and
• transfer to the relevant delivery partner.

 

An order confirmation does not mean that the order has already been dispatched. You will receive a separate shipping-confirmation email once tracking information becomes available.

 

If an item becomes unavailable after you place your order, we will contact you and provide an appropriate solution. This may include offering an alternative product or issuing a refund to the original payment method.

 

Shipping and Tracking

 

Orders are delivered through tracked postal and courier networks. The delivery carrier may vary depending on the destination, fulfilment location and availability.

 

As soon as tracking information becomes available, you will receive a shipping-confirmation email containing your tracking number or tracking link.

 

Tracking information may take approximately 24–72 hours to display an update after the shipping-confirmation email has been sent. This can occur when the carrier has created the shipping label but has not yet completed the first physical scan.

 

For some international fulfilment routes, the original delivery partner may transfer the parcel to a local Australian carrier for the final stage of delivery. The tracking page may display both carriers.

 

Only include the named carriers above when you have confirmed that your supplier actually uses them. Google policies and customer-facing information should accurately reflect the fulfilment process.

 

Multiple Packages

 

Where an order contains several products, the products may be shipped separately due to product availability, parcel-size restrictions or different fulfilment locations.

 

You may therefore:

 

• receive more than one package;
• receive the packages on different days; or
• receive separate tracking numbers.

 

You will not be charged additional shipping fees when we decide to divide an order into multiple shipments.

 

Address Accuracy

 

Customers are responsible for entering a complete and accurate delivery address during checkout.

 

Please check the following carefully before placing your order:

 

• full name;
• street name and house or unit number;
• suburb;
• state or territory;
• postcode;
• country;
• email address; and
• telephone number, where requested.

 

Hailey Bell is not responsible for a delivery failure or delay caused solely by incorrect, incomplete or outdated address information provided by the customer.

 

However, nothing in this policy limits any right or remedy that cannot be excluded under the Australian Consumer Law.

 

Address Changes After Ordering

 

To request an address change, contact us as soon as possible at:

 

info@byhaileybell.com

 

Please include your full name, order number and the correct delivery address.

 

Before dispatch

 

Where the order has not yet been processed or transferred to the carrier, we will make reasonable efforts to update the address.

 

We cannot guarantee that a requested change will be completed because orders may enter processing shortly after they are placed.

 

After dispatch

 

Once an order has been dispatched, we may be unable to change the delivery address or redirect the parcel.

 

You may be able to request redirection directly from the delivery carrier, depending on the carrier’s procedures and the status of the shipment. Any redirection remains subject to the carrier’s approval.

 

Incorrect or Incomplete Addresses

 

Where a parcel is returned because the customer provided an incorrect or incomplete address, we will contact the customer after the parcel has been returned to us or our fulfilment partner.

 

Depending on the circumstances, the customer may choose between:

 

• reshipment to the corrected address, which may require payment of the actual additional delivery costs; or
• a refund for the returned products, less any reasonable delivery or return costs that we have actually incurred and are legally permitted to deduct.

 

No deduction will be made where the delivery problem was caused by us, our fulfilment partner or the carrier.

 

Any deduction will be explained to the customer before the refund is processed. This section does not limit rights available under the Australian Consumer Law.

 

Delivery Attempts and Unclaimed Parcels

 

The carrier may:

 

• leave the parcel in a safe location;
• deliver it to a reception desk or authorised person;
• leave instructions for redelivery;
• take the parcel to a collection point; or
• return it to the sender after unsuccessful delivery attempts.

 

Customers are responsible for following the carrier’s instructions and collecting a parcel within the specified collection period.

 

Where a parcel is returned because it was not collected, additional delivery costs may apply before it can be sent again.

 

Delayed Orders

 

Tracking updates can occasionally pause while a parcel is moving between facilities or delivery networks. A lack of tracking updates does not necessarily mean that the parcel has been lost.

 

Please contact us when:

 

• the estimated delivery period has passed;
• tracking has not updated for an unusually long period;
• tracking shows the parcel as delivered but it has not been received; or
• the carrier reports a delivery problem.

 

We will review the tracking information and, where necessary, open an enquiry with the carrier or fulfilment partner.

 

Australian consumers have statutory rights when paid products are not supplied. The appropriate remedy depends on the circumstances and may include delivery within a reasonable additional period, cancellation or a refund.

 

Lost Parcels

 

A parcel will only be treated as lost after the carrier or relevant delivery partner has completed its investigation or confirmed that delivery cannot be completed.

 

Where a parcel is confirmed as lost before delivery, we will offer an appropriate remedy, which may include:

 

• sending a replacement at no additional cost; or
• issuing a refund to the original payment method.

 

We may request reasonable information from the customer to help investigate the parcel, such as confirmation of the delivery address or contact with other household members.

 

Parcels Marked as Delivered

 

When tracking shows that a parcel has been delivered but you cannot locate it, please:

 

1. check around the property and any safe-drop locations;
2. ask household members, neighbours, reception staff or building management;
3. check whether the carrier left a collection notice; and
4. contact the carrier using the tracking number.

 

You should also contact us promptly so that we can assist with the investigation.

 

A tracking status alone will not be used to remove any consumer right that cannot lawfully be excluded.

 

Damaged Packages or Incorrect Items

 

Please contact us as soon as reasonably possible when:

 

• a parcel arrives visibly damaged;
• an item is missing;
• you receive the wrong product;
• you receive the wrong size or colour compared with your order; or
• the product is faulty or materially different from its description.

 

Please include:

 

• your order number;
• a description of the issue;
• photographs of the product;
• photographs of the packaging and shipping label, where relevant; and
• any other information reasonably required to assess the issue.

 

Do not dispose of the product or packaging until we have reviewed your request, unless keeping it would be unsafe.

 

Your rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods are governed by the Australian Consumer Law and our Return and Refund Policy. Consumer guarantees may provide a right to a repair, replacement or refund depending on whether the failure is major or minor.

 

International Fulfilment

 

Some Hailey Bell products may be dispatched from an international fulfilment facility or directly from a third-party logistics partner.

 

This means that:

 

• the parcel may travel internationally before entering Australia;
• tracking may initially be provided by an international carrier;
• a local carrier may complete final delivery;
• customs processing may affect delivery time; and
• products from the same order may arrive separately.

 

Customers will not be asked to pay an undisclosed shipping charge after placing an order. Any amount payable at checkout will be shown before the order is completed.

 

Public Holidays and Peak Periods

 

Processing or delivery may take longer during:

 

• Australian public holidays;
• major promotional events;
• Christmas and New Year periods;
• Black Friday and Cyber Monday;
• severe weather;
• carrier network disruptions; or
• unusually high order volumes.

 

We recommend allowing additional time when ordering during these periods.

 

Australian Consumer Law

 

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law or other applicable mandatory legislation.

 

Where this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.

 

The Australian Consumer Law provides automatic consumer guarantees when businesses sell products or services to consumers, and businesses must not present policies in a way that misleadingly limits those rights.

 

Contact Information

 

For questions regarding an order, tracking or delivery, contact us using the following details:

 

Store Name: Hailey Bell
Company Name: DailyproductsNL
Business Registration Number: 74056700
VAT Identification Number: NL002398558B13
Email: info@byhaileybell.com
Phone: +61 3 9021 2434
Business Address: Weegschaalstraat 3, 5632 CW Eindhoven, the Netherlands

 

Customer Service Hours:
Monday to Friday: 9:00 AM–6:00 PM AEST/AEDT
Saturday: 9:00 AM–6:00 PM AEST/AEDT
Sunday: Closed

 

We aim to respond to customer enquiries within 24 hours during our customer service days.