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 [email protected] or (03) 9706 5314.
Q. My email address is showing as invalid at 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. If I place two separate orders, can these be consolidated for shipping to save on shipping costs?
A. Unfortunately we are unable to consolidate orders into one delivery and if these are placed separtely, they will be shipped separately. If you have placed an order and you've forgotten something, please reach out to our customer service team and we may be able to offer a free shipping code for the second order. This applies to standard shipping only and will not be available for express post.
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,[email protected] 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 [email protected] 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.