How long does my order take to ship?

Orders are usually processed and dispatched within 3–5 business days after payment has been confirmed. Weekends and NSW public holidays are not included.

Once your order has been dispatched, you will receive an email containing your Australia Post tracking information. Delivery times begin after dispatch and may vary depending on your location and the carrier network.

Do you ship internationally? 

Yes. International shipping is available to destinations currently serviced by eligible tracked Australia Post services, subject to postal and import restrictions.

International customers are responsible for any customs duties, import taxes or other fees charged by their destination country. These charges are not included in the product or shipping price.

How much does shipping cost?

Australian orders are sent using tracked Australia Post services. A flat shipping charge will be displayed at checkout before payment.

International shipping costs vary depending on the destination, parcel weight, dimensions and available service. The applicable price will be shown at checkout.

What happens if my order includes a preorder?

Estimated release or dispatch information will be shown on the relevant product page.

If your order contains both preorder and in-stock products, everything will be held and dispatched together when the preorder becomes available. If you would like your in-stock items sent earlier, please place them in a separate order.

Can I change my delivery address?

Please check your address carefully before completing checkout. If you notice an error, email info@hzkore.com as soon as possible. Address changes cannot be guaranteed once an order has entered processing or been dispatched.

If a parcel is returned because an incorrect or incomplete address was supplied, or because it was refused or not collected, an additional shipping charge may apply before it can be resent. This does not apply where the error was made by HZ KORE.

What if my parcel is delayed or lost?

Delivery delays can sometimes occur after dispatch. Please check your tracking information first, as it will contain the most recent carrier updates.

If your tracking has stopped updating or your parcel has not arrived, email info@hzkore.com with your name and order number. HZ KORE will investigate the shipment with Australia Post where appropriate.

If a parcel is confirmed as lost or not delivered, a replacement, refund or another remedy will be provided where required under the Australian Consumer Law.

What if my item arrives damaged, faulty or incorrect?

Please email info@hzkore.com as soon as reasonably possible with:

• Your name and order number

• A description of the problem

• Photographs of the item and packaging, where available

HZ KORE may request proof of purchase and is entitled to assess the product before providing a remedy.

Depending on the nature of the problem, you may be entitled to a repair, replacement, refund or another remedy under the Australian Consumer Law. For a major problem, you are entitled to choose between a refund or replacement. Signed, personalised and sale items retain these rights.

If the product is confirmed to have a problem, HZ KORE will reimburse any reasonable return-postage costs you were required to pay. Please keep your postage receipt. You do not need to return a faulty product in its original packaging.

What is your return policy? 

HZ KORE does not accept returns, exchanges or refunds where you have changed your mind, ordered the wrong product, found the product cheaper elsewhere or decided you no longer want it.

Signed and personalised products cannot be returned for change of mind or because incorrect personalisation details were supplied by the customer.

This policy does not affect your rights if an item is faulty, damaged, incorrect, materially different from its description or otherwise fails to meet a consumer guarantee.

How do I arrange a return?

Email info@hzkore.com before sending anything back so that return instructions and the appropriate return address can be provided.

Please do not send returns to the address shown on the original parcel without first contacting HZ KORE.