GOT QUESTIONS? WE GOT ANSWERS!
Here's our TOP 10 FAQs
If you can’t find the answer to your question here then get in contact with us and we’ll do our very best to answer it for you!
1. What happens if I want to order something that is out of stock?
Shoot us an email and ask us nicely – we may be able to order more stock for you. We will always try our best to help you out. That’s just how we roll.
2. How are my goodies sent and when will they be in my hot little hands?
We ship and track all orders with Australia Post or via our courier service.
Standard shipping allow 2-5 days (Areas outside of major cities please allow up to 10 days. For remote areas please allow up to 14 days)
Express shipping allow 1-2 days
New Zealand shipping allow 4-6 working days
International shipping allow 6-13 days. (For remote international areas please allow up to 14 days)
3. Do you guys gift wrap?
Does Dolly Parton sleep on her back? Plus we can even write your personalised message and send it straight to the lucky person. Just be sure to write your instructions in the 'gift card' section at checkout.
4. How much will it cost me in postage?
Shipping is FREE for all orders over $100 within Australia*
Standard shipping within Australia is $9.95
Express domestic within Australia is $14.95
New Zealand shipping is $19.95
International postage is $40
* We do not offer free shipping on New Zealand or International orders.
* For a full list of countries we ship to check out our Shipping FAQ page.
5. What payment methods do you use and is it safe?
HGA accepts Visa, Mastercard and Amex and uses Stripe payment gateway for our credit card transactions. This means we have the highest security policy to guarantee your credit card details are kept safe. We also offer payment via PayPal. Very handy indeed.
6. Where do you stand on exchanges or refunds?
If you receive any products that you are not 100% happy with, simply send us an email at firstname.lastname@example.org within 14 days. Include your order number, product name and explain the reason for the return. Let us know if you would prefer an exchange, credit note or refund. Please refer to our returns policy below:
EXCHANGES are available on all products including sale and promotional items (within 14 days of purchase)
CREDIT NOTES are available on all products including sale and promotional items (within 14 days of purchase)
REFUNDS are available on all products excluding sale and promotional items (within 14 days of purchase)
Unfortunately we can't refund sale items or items purchased during sales promotions, but we'll gladly exchange them or issue you with a credit note.
7. What happens if my items arrive damaged or faulty?
HGA check every purchase before sending it out to you. However in the unlikely event of your item getting damaged in transit, please email us with photos of the damage within 14 days. Upon receiving our email, send your item back to us via our reply paid label* and we will send you a replacement once we receive your return. For more info please refer to our our Refunds FAQ.
*We do not offer free return and exchange shipping on International orders or selected oversized items.
8. I’m having trouble using a promo code on the site. Can you help?
Most of our promotions can be viewed on our promotions page and the terms and conditions are also shown here. Promotions cannot be added after your order number is issued, so please contact our customer service team before finishing the order.
9. Do you ship internationally?
We sure do! For a full list of countries we ship to refer to our Shipping FAQ.
10. Where are your store locations?
We only have one store and you are in it! Hemp Gallery Australia online provides all your favourite products under one roof and saves you the hassle of finding a park and battling through the crowds at your local shops. But if you'd like to get a closer look at our products, check out our stockists page, make an appointment to see our showroom or visit us at the markets.
How should I care for my products?
To fully enjoy your new products, make sure you read the item's label and follow the care instructions. If you're unsure chat to one of our Live Chat specialists or email us on email@example.com. If you've emailed us on the weekend, we're either catching up on Netflix or at the Markets, so we'll get back to you on Monday!
How do I find an item?
Use our online search tool (top left hand corner and looks like a magnifying glass) to locate the product. Simply enter all or part of the product name in the search field.
How do I change my account information?
Log in to your account by clicking on the Sign In tab located in the top right hand corner of any page's navigation bar.
- Enter your email address and password
- Click on the "Continue" button
- You will now be logged into your account
- Click on the "Edit" button located next to section you wish to edit
- Update your new information
- Click on the "Make Changes" button
What if I forgot my password?
If you forget your password, we can email it to your account's email address. If you would like to do that now, please follow the instructions below:
- Click on Sign In located in the top navigation bar
- Directly under the password field is a link that says "I forgot my password". You will be taken to the password screen, where you will be prompted to enter in your email address
- Type your email address and click the "Get Your Password". We will send an email with a temporary password. For security purposes, your original password will be reset by our system
- Go back to the Hemp Gallery Australia homepage and continue to shop
- When you're ready to proceed to check out, enter your email address and your new temporary password. You can change your temporary password by clicking on "edit" under My Account
Please note: your password is case-sensitive.
PROMOTION CODES AND GIFT CARDS FAQ
You must apply the supplied discount code in your checkout to redeem the promotion. Discount codes can not be added after your order has been placed and confirmation received. At checkout, only one discount code can be entered at any one time. If you are unsure how to enter a discount code please contact customer service.
What do I need to know about promotions?
- Promotions, discounts and promotional codes (collectively "Promotions") are valid for the specified time period for online purchases of merchandise only and may be used one time only unless otherwise stated.
- One time use Promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions.
- Promotions do not apply to gift certificates, shipping, GST or duties or similar services.
- Promotions cannot be applied retroactively to previously placed orders or to orders that have been adjusted.
- Free shipping promotions are valid for Australia unless otherwise noted.
- For promotions requiring a minimum order size, charges for shipping and credits from gift certificates do not count towards the minimum order size requirement.
- For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.
- If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit note at the promotional price and, if the Promotion has expired, it cannot then be applied to a replacement or future order.
- If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.
- Promotional items are available only while supplies last; Hemp Gallery Australia does not issue rain checks for items that run out of stock.
- Hemp Gallery Australia can, at its sole discretion, extend or terminate a Promotion at any time.
Can I purchase or redeem a Gift Card online?
Sure. Gift Cards can be purchased online. Click here to purchase your Gift Cards online. Hemp Gallery Australia Gift Cards can be redeemed online for any product.
How do I redeem my Gift Card?
To make a purchase using your Gift Card simply enter your special code at checkout. This will deduct the full amount of the Gift Card from your order total. If your Gift Card is more than the total purchase, the total purchase amount will be deducted from your Gift Card, and you will be able to use the remaining amount for future purchases. Gift Cards, e-Gift Cards & Physical Gift Vouchers for gifts or as online store credit are only redeemable online at hempgallery.com.au
Hemp Gallery Australia understands that you want to maintain your privacy. All information about you is kept confidential and will not be used in ways that you have not consented, and we will not sell or disclose any information that identifies you to a third party without your explicit approval, except to the extent necessary to comply with applicable law, legal process or in the event of a merger, consolidation, or sale of all or substantially all of Hemp Gallery Australia's assets.
Sometimes, we will run a promotion or contest in conjunction with a third party. We may ask your permission to give that third party access to your name, address, and email address. You can opt out of this kind of offer at any time by emailing us.
Feel free to contact us with your questions and any product return queries at any time via email: firstname.lastname@example.org