Help Centre FAQs

 

Delivery

Shipping Australia

 

Q. How much does shipping cost?

A. Our flat rate shipping fee for standard delivery on all products is $5. We also offer express post shipping should you need your personalised goodies to arrive that bit faster! Express post shipping is available for $15. 

 

Q. How long will my order take to arrive?

A. As you can appreciate, we make your products especially for you and your little adventurer as per the specifications provided. Once you have received your order confirmation, the manufacturing process of your order begins! Our workshop aims to have your personalised goodies created in the quickest of time, whilst also keeping you informed of the status of your order. You will receive an email when your order has been collected by Australia Post for delivery. Your order will be shipped as per Australia Post delivery times. For more information on the estimated delivery times, please refer to our shipping information table.

PLEASE NOTE: During our peak periods production time may differ due to the volume of orders received. While we try our best to accurately represent this on our website, it is variable on a daily basis.

 

Q. How do I track my order?

A. All parcel post and express post orders will receive a tracking number. Once your order is ready for delivery with Australia Post, you will receive an email with your tracking information. To follow any updates on the delivery status of your order, please visit the Australia Post website and input the provided tracking number. Click here to track my order. Please allow 24 hours for your tracking information to become active. All orders that are shipped via standard letter post do not come with tracking information.

 

Q. Do I need to be at home for the delivery of my order?

A. No, the postman will leave your order in your letterbox or in a safe place.

 

Q. My tracking number is showing as delivered however I have not received my order?

A. Be sure to check no one else on your property has received your parcel.  Double check the shipping information provided at time of placing your order is correct. If you require further assistance, please get in touch with our friendly customer service team and we can assist with lodging an investigation with Australia Post.

 

Q. Do you offer express shipping?

A. Yes. Express shipping is available at checkout however it may not be an option during some promotional periods.

PLEASE NOTE: Express applies to shipping only and will not speed up production times.

  

Q. I haven’t received my order yet and it is past the estimated delivery date. What can be done?

A. It may just be that your order has been delayed in transit. We do recommend allowing up to 10 business days to accommodate for any delays that may incur while in transit with Australia Post. Please however get in touch with our customer service team. Remember to provide your order number and shipping address as this will allow us to resolve this for you as swiftly as possible.

Shipping International

 

Q. Do you ship overseas?

A. Yes. However, at this stage, we only offer shipping to New Zealand. We hope that we can bring the joy of Hippo Blue to the rest of the world in future!

 

Q. How much is shipping to New Zealand?

A. The only shipping method we offer to New Zealand is standard post. Our postage rate to New Zealand is $10.

 

Q. Does my order come with tracking to New Zealand?

A. Unfortunately, we do not offer tracking on international orders at this time.

 

For estimated shipping times to New Zealand, click here to see shipping information.

 

Customer Pick Up

 

Q. Do you offer customer pick up?

A. Yes. Customer pick up is available for anyone within the Melbourne vicinity who would prefer to collect their order instead. Our customer pick-up option is free and can be selected at checkout.

 

Q. Where can I collect my order from?

A. Our warehouse is located in Melbourne’s south eastern suburb, Dandenong South. You may collect your order between 9am and 5pm from our reception

PLEASE NOTE: Unfortunately pick up is not available over the weekend however we may be able to slightly extend our weekly pick up time of 5pm upon request. Please contact our customer service team to discuss this option. Click here to see map for pick up location

 

Q. How do I know when my order will be ready for collection?

A. As soon as we have finished creating your personalised goodies and your order has been sent to our reception area for collection, you will receive an email notification. 

 

Q. I selected customer pick up for my order however I would like to have this posted now. Can this be arranged?

A. Yes. If you are no longer available to collect your order from our warehouse, we would be more than happy to organise delivery instead. This will however incur a shipping fee. The shipping fee is charged at $5. Please reach out to our customer service team with your order number and the preferred delivery address. Someone will be in touch with you to make those arrangements.

PLEASE NOTE: We will keep your order on the premises for 30 days.

 

Q. Will selecting customer pick up speed up the process of receiving my order?

A. While pick up is a fantastic option that will eliminate Australia Post delivery times, unfortunately we do not offer rush on any orders and you will still be required to allow for standard production time.

 

Orders and Account

Order Information

 

Q. How do a place an order?

A. Orders need to be placed via our website. All you need to do is personalise the products you like and add to cart. Follow the prompts to checkout, supply your shipping information, preferred payment details and submit! Warning – designing your personalised products can be highly addictive and it may be hard to refrain from buying our entire range!

PLEASE NOTE: Orders may not be placed over the phone

 

Q. What payment options do you offer?

A. We accept Mastercard, Visa, Visa Debit, PayPal or ZipPay.

 

Q. How does ZipPay work?

A. ZipPay allows you to buy now and pay later. All ZipPay orders must be a minimum of $40. To learn more about this payment option, click here.

 

Q. I’m having trouble submitting my order online?

A. If you have reached our One Step Checkout and are having difficulty placing your order, please use the following steps to assist.

- Double check all your personal and payment information provided is correct

- If something isn’t entered correctly, the website will usually notify you by displaying red arrows around the sections that are incorrect.

- If your smart phone or laptop offers to auto-generate your shipping information, please avoid this and manually enter all details. Once the address verification pops up, you may click to enter them into the provided fields.

- Ensure all required tick boxes have been selected.

- Make sure you have an active internet connection.

- Try a different device and/or browser that may be accessible to you.

If the tips provided don’t assist with resolving your issue, our friendly customer service team are here to help you. Please reach out for further support via customerservice@hippoblue.com.au or (03) 9706 5314.

 

Q. My email address is showing as invalid at the One Step Checkout?

A. Please make sure your email address is complete. If your smart phone or laptop offer to auto-generate your email address, this will cause a blank space to be added on the end of your email address which will need to be deleted before proceeding.

 

Q. I’ve just placed my order. Can I change it?

A. Once you have checked the box confirming all details are correct at checkout and received an order confirmation from us, the manufacturing process has begun, and we are unable to make any changes to your order or the personalisation chosen. Should you notice a spelling error in your order confirmation, we kindly request you contact us immediately in order to have this resolved. As there are many kinds of spelling variations for names, it is impossible for us to know if the personalisation provided to us is correct and your order will be created as normal. To avoid disappointment, please double check before submitting your order and be sure to review your confirmation. For any spelling fixes, this needs to be communicated within 2 hours of placing your order on the same business day over the phone. After business hours, we request you contact us between 9-9.30am the following business day. 

 

Q. I’ve just placed my order; can I cancel it?

A. If you require your order to be cancelled, we need to be notified via phone within 2 business hours of placing your order. Once acknowledged, your order will be cancelled, and you will be notified via email of the cancellation. Should you require your order to be cancelled after business hours, we request you contact us between 9-9.30am the following business day over the phone and we will endeavour to cancel your order.

 

Q. I’ve just placed my order, but I’ve forgotten something. Can I add to it?

A. Unfortunately, we are unable to add products to existing orders. However, if you reach out to our customer service team and quote your order number, we may be able to provide a free shipping code for you to place a separate order for the missing product.

 

Q. I have provided the incorrect address. How do I change it?

A. If you need to make a change to your shipping address, please let us know as soon as possible as we would be happy update this for you if your order is still with us. Once your order leaves our warehouse, changes to your address may not be made. Hippo Blue will not be liable to you, for loss you, or any third party suffers for a delay or failure to process your order or deliver goods due to inaccurate or incomplete details provided in an order. If you have made a mistake on your address information and it has already been dispatched, it is your responsibility to contact the carrier with correct address information and they may be able to rectify the delivery address at their discretion. If an issue has occurred with your delivery the carrier may return the goods to Hippo Blue. If the goods are returned, we will attempt to contact you using your order details to attempt to re-deliver. If the delivery failed due to incorrect address information provided in your order you will be responsible for the re-delivery fee of $5. To have your address updated for an order that has not yet left our warehouse, please contact our customer service team via,customerservice@hippoblue.com.au or (03) 9706 5314.

PLEASE NOTE: If a delivery has failed the carrier does not guarantee that they will return the goods to us as per return to sender.

 

Q. Can I place this an order to be sent to my friend?

A. Yes certainly! To do this, please unselect the tick box at One Step Checkout to have your order shipped to the same address as your billing address and fill out your friends details accordingly. Rest assured as we understand products are often directly gifted from our warehouse, a copy of the invoice will not be included in your order, so you don’t need to worry about your friend receiving this! An email invoice will be sent to your email for your records.

 

Q. My order is a gift. Can I add a message, or have it gift wrapped?

A. At this stage, we do not offer gift wrapping or a note to be included with your order. Your order will however be shipped in premium packaging which will have your friend excited to open their delivery! We also are unable to provide details of the order to your friend over the phone due to privacy reasons so we would suggest following up with your friend to let them know who their mystery gift was from.

 

Q. Can I use more than one coupon code for my order?

A. No. Unfortunately we only allow for one coupon code to be applied to your order at one time. For more information please visit our Terms & Conditions

 

Q. Am I able to exchange or return my product?

A. All our products are lovingly personalised and customised so unfortunately, we will not be able to accept returns based on change of mind, fault of the goods due to general wear and tear or use outside of what the product is intended for. Hippo Blue takes quality control very seriously prior to dispatching your order, however we understand that sometimes things can go wrong. If you receive your product and it is not as described or not what you ordered, we will happily offer a replacement, store credit or refund for the product. If you wish to lodge a return, please contact us at customerservice@hippoblue.com.au or call us on 03 9706 5314. Your claim must be made within 30 days of the order delivery date. For full return and refund visit our Trading Terms section 8 - Returns Policy.

 

Q. What days do you post orders?

A. Our warehouse operates between Monday – Friday. Australia Post picks up our letters and parcels Monday to Friday, excluding public holidays.

Account Information

 

Q. Do I need to have an account with Hippo Blue to order?

A. While we would absolutely love for you to be a part of our Hippo family, you do not need to have a registered account with us to place your order. You may checkout as a guest.

 

Q. How do I create an account with Hippo Blue?

A. Click here to create an account. Alternatively, when placing your order, select the tick box during our One Step Checkout phase to create an account.

 

Q. How do I edit my account information?

A. Click here to edit account information. 

 

Q. I have an account with Hippo Blue however I cannot remember my password. How do I retrieve this?

A. With so many things to remember, forgetting a password happens to the best of us! Rest assured, we will be able to recover your account should this happen. To retrieve a new password, click here.

 

Q. I have submitted a new password request however have not received an email?

A. Be sure to check your junk and spam folders as sometimes your email may be redirected here. If you are still unable to locate an email, please reach out to our customer service team and we will be happy to provide further support.

 

Q. I just logged into my account and my address is showing as my old address. Help!

A. Rest assured if your new address was entered at time of placing your order, this is where you order is being delivered. For confirmation, please check the invoice sent to your email or alternatively, reach out to our customer service team. We recommend updating your account details for peace of mind with any future orders.

  

Q. I’ve tried to subscribe however I am still not receiving emails?

A. Please check your junk and spam folders. You may also follow our Facebook or Instagram page to ensure you don’t miss any of our upcoming deals.

 

 

Returns and Refunds

Q. Am I able to exchange or return my product?

A. All our products are lovingly personalised and customised so unfortunately, we will not be able to accept returns based on change of mind, fault of the goods due to general wear and tear or use outside of what the product is intended for. Hippo Blue takes quality control very seriously prior to dispatching your order, however we understand that sometimes things can go wrong. If you receive your product and it is not as described or not what you ordered, we will happily offer a replacement, store credit or refund for the product. If you wish to lodge a return, please contact us at customerservice@hippoblue.com.au or call us on 03 9706 5314. Your claim must be made within 30 days of the order delivery date. For full return and refund visit our Trading Terms section 8 - Returns Policy.

 

General and Products

General and Products

 

Q. How accurate is the preview of my product on the website?

A. While we try our best to match the preview as shown on the website, different monitor and brightness settings can change the perception of the colour.

 

Q. Do you have a guarantee on your products?

A. Hippo Blue strive to provide you, our valued customer with a quality product and service. If you receive your product and it is not as described or not what you ordered, we will gladly address this as per our return policies. For full return and refund visit our Trading Terms section 8 - Returns Policy.

 

Q. Can I use any type of baking paper to apply my labels?

A. Hippo Blue will supply you with baking paper, however if you have baking paper at home, we suggest testing this on an old rag first. The brands that work best with our iron on labels are Glad and Goliath. If either of these options are not possible and you are not feeling confident with your own baking paper, reach out to our friendly customer service team and we can arrange for some of our own baking paper to be sent out to you.

 

Q. Once I have applied my iron on labels, am I able to remove them?

A. Once our clothing labels have been applied successfully, they are permanent, and we do not recommend removing them as doing so may risk damaging the clothing.  However, there are some tutorials which can be found online that explain how clothing labels can be removed. However please be advised that Hippo Blue DO NOT recommend this as these methods are not guaranteed to work.

 

Q. Are your name stickers dishwasher safe?

A. Yes. Our name stickers are dishwasher safe (top shelf only) AVOID HIGH TEMPERATURE SETTING.

 

Q. Are your personalised books hard or soft cover?

A. Our personalised books are made with a thick, soft cover of 370gsm to ensure a premium print finish.

 

Q. I’m having this sent to my friend. Is an invoice included in the package?

A. No. As we understand our products are often gifted directly from our warehouse, we do not include a copy of the invoice within the order.

 

Q. Are your nightlights battery operated?

A. Yes. Our nightlights are battery powered and require 6 x AA batteries. These are not included in the purchase of this product.

 

Q. My child’s name has an accent. Can this be printed?

A. As much as we would love for you to be able to use all characters including accents, unfortunately our system does not allow for certain characters to be printed correctly. We do however support all letters A-Z, all numbers, apostrophes, hyphens and full stops.

PLEASE NOTE: We only support English alphabet.

 

Q. What is the difference between book labels and name stickers?

A. Our book labels are intended for use on books only. Our name stickers have a special coating which allows to withstand washing and use in the dishwasher.

 

Q. Can I personalise one pack with multiple personalisations?

A. Our label packs are designed to be printed as one design and personalisation. These cannot be split into different designs and personalisations. We recommend selecting a few of our smaller packs.  Alternatively, instead of using first names, you can use your surname with words such as 'Belongs To' 'Property of' if you would like to purchase one pack for multiple children or family members.

 

Q. Is it possible to make the font size larger than it appears in the preview?

A. The font size is predetermined by the amount of text provided within the personalisation. Due to our automated system, we are unable to make this font size larger and it will be printed to fit within your chosen label. Rest assured, we have made sure the font is legible as per our quality standards.

 

Q. The text is not showing centered in the preview. Is this how it will be printed?

A. No. Please know that when your order is programmed with us, all text will be centered. If your text is not showing centered on the preview, this sounds like it might be a device issue and we recommend trying to view your product on a different device.

 

Q. What type of fabrics can your clothing labels be used on?

A. Our clothing labels work best on cotton material. We recommend avoiding swimwear, slippery, thick weaved and fluffy fabrics.

 

Q. I have received my product and the spelling is incorrect. Can this be fixed?

A. Your order is created as per the specifications provided to us. There are so many kinds of spelling variations for names, it is impossible for us to know if the personalisation provided to us is correct. We cannot provide a refund or replacement if the spelling was provided to us incorrectly. To avoid disappointment, please kindly double check before submitting your order and be sure to review your confirmation. If there is a fault made in relation to any part of the personalisation that was made in error by Hippo Blue, a replacement will be honoured.

 

 

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