Shipping policy
At HILYFE, we aim to get your order to you quickly, safely, and with full transparency. This policy explains how we handle shipping, delivery, and what to do if something goes wrong — in line with the Australian Consumer Law (ACL).
Processing Times
Orders are typically processed and dispatched within 2–4 business days after payment is received.
During high-volume periods (such as product launches, sales or restocks), processing times may take slightly longer.
If significant delays occur, we’ll notify you via email as soon as possible.
Shipping Confirmation & Tracking
Once your order ships, you’ll receive a confirmation email with your tracking number.
Tracking updates generally appear within 48 hours, but this may vary depending on the carrier.
You can follow your parcel’s progress using the tracking link provided in your email or directly through Australia Post.
Estimated Delivery Times
Delivery times vary depending on your location and chosen shipping method:
Standard Shipping: 3–8 business days (within Australia)
Express Shipping: 1–4 business days (within Australia)
International Shipping: 7–21 business days, depending on destination and customs processing
These are estimated timeframes only. We always do our best to meet them, but once an order has been dispatched, delivery times depend on the courier and local postal network.
If your order hasn’t arrived within 14 days (domestic) or 28 days (international) from shipment confirmation, please contact us at support@hilyfe.company with your order number — we’ll help investigate and, where appropriate, provide a remedy as required under the Australian Consumer Law.
Lost or Significantly Delayed Orders
If your order is lost in transit or unreasonably delayed, we’ll work with the courier to locate it.
If the parcel cannot be found or delivered within a reasonable timeframe, you may be entitled to a replacement or refund under the Australian Consumer Law.
We’ll always communicate openly and help resolve delivery issues as fairly and quickly as possible.
Damaged or Faulty Items
We take great care in packaging your order, but if your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at support@hilyfe.company.
Include:
Your order number
Clear photos or videos of the issue
Once confirmed, we’ll arrange a repair, replacement, or refund — including reimbursement for reasonable return shipping costs — as required under the Australian Consumer Law.
Incorrect or Incomplete Addresses
Please double-check your shipping details before completing checkout.
If an order is returned to us due to an incorrect or incomplete address, or failure to collect from the post office, we’ll contact you to re-ship the parcel.
Additional re-shipping fees may apply where the error was not caused by HILYFE.
International Orders
We ship internationally to select regions.
Customers are responsible for any applicable customs duties, import taxes, or clearance fees charged by their country.
These charges are set by local authorities and are not controlled by HILYFE.
We provide accurate customs documentation to assist with smooth clearance.
Events Beyond Our Control
While we work with trusted courier partners, unforeseen circumstances (e.g. extreme weather, logistics disruptions, or peak-season delays) may impact delivery times. If such events occur, we’ll always keep you updated and assist in tracking your parcel or arranging a remedy when appropriate.
Failure to Supply
If we’re unable to fulfil your order or ship it within a reasonable timeframe, we’ll notify you and issue a full refund unless you agree to an alternative solution (e.g. backorder or exchange).
This Shipping Policy complies with the Australian Consumer Law (ACL) and ACCC guidance on online retail practices, ensuring customers receive fair, transparent, and timely service.
