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 team aim 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. If your order contains tracking information, you will be able to track your order online with Australia Post once this is on its way to you. We will send you a link with your tracking number. Please keep in mind that some orders are sent from us via a standard letter service which DOES NOT contain tracking information. If your order is sent on this service, your dispatch email will not include a tracking link. Click here to track my order. Please allow 24 hours for your tracking information to become active.

 

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 and double-check the shipping information provided at the time of placing your order is correct. You will then need to lodge an enquiry directly with Australia Post to see if they can provide further assistance as to where this parcel has been delivered. Australia Post is contactable on 13 76 78. Once your enquiry has been lodged with Australia Post, please contact our customer service team with your enquiry number as necessary.  

 

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 have not 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 with the carrier provider. We kindly recommend allowing up to 10 business days to accommodate any delays experienced while in transit with Australia Post. If your delivery has surpassed 10 business days from the date of dispatch, please get in touch with us via the contact us tab here.

 

Q. Can I have my order shipped to a Parcel Locker?

A. Not always. If your order is being shipped via parcel post, Australia Post will deliver to your Parcel Locker. Sadly, if your order is being shipped via standard letter post, the carrier provider will not deliver this to your Parcel Locker. If you are unsure about your order's delivery type, please reach out to our Customer Service Team here. For further information on deliveries to parcel lockers, please contact Australia Post.

 

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 a standard post service. Our postage rate to New Zealand is $15.

 

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

A. Yes. You will receive tracking information for your order going to New Zealand. 

 

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. 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. 

PLEASE NOTE: We have a minimum spend of $13 for pick-up orders. 

 

Q. Where can I collect my order from?

A. Our warehouse is in Dandenong South, Melbourne. You may collect your order between 9am and 5pm, Monday to Friday, from our reception area. Click here to see map for pick up location

PLEASE NOTE: Pick-up is not available over the weekend 

 

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 completed, you will receive an email notification to advise this is ready. To ensure you do not miss important notifications, we kindly recommend adding us to your safe sender list. For our current production guidelines click here.

 

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. Click here to contact us. 

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

 

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

A. No. While pick-up is a fantastic option that will eliminate Australia Post delivery times, unfortunately, we do not offer a rush on any orders. You will still be required to allow for a standard production time.

 

Orders and Account

Order Information

 

Q. How do a place an order?

A. Orders need to be placed on our website. All you need to do is personalise the products you like and add them to your 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: We cannot place your order over the phone.

 

Q. What payment options do you offer?

A. We accept Mastercard, Visa, Visa Debit, PayPal, Afterpay 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 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 your smartphone 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 it into the provided fields.
  • Ensure all required tick boxes have been selected.
  • Make sure you have an active internet connection.
  • Attempt our guest checkout if you are using an account.
  • Try a different device and/or browser that may be accessible to you.

If the tips provided do not help resolve your issue, our friendly customer service team is here to help you. Please click here to contact us. 

 

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

A. No. Once you have confirmed your products with us at the cart, placed your order and received an order confirmation from us, the manufacturing process has begun. We are unable to make any changes to your order or the personalisation chosen. 

 

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

A. No. Unfortunately, we are unable to add products to existing orders and this will need to be placed as a separate order. 

 

Q. If I place two separate orders, can these be consolidated for shipping to save on shipping costs? 

A. No. Unfortunately, we are unable to consolidate orders into one delivery and if these are placed separately, they will be shipped separately. 

 

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

A. If you need to change your shipping address, please let us know as soon as possible, as we would be happy to update this for you if your order is still with us. Once your order leaves our warehouse, we cannot change your address. Hippo Blue will not be liable to you for the loss you or any third party suffers from 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 the 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 try 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 here. 

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. I am having this shipped to my friend/family member. Do you include an invoice with your order? 

A. Rest assured, as we understand products are often directly gifted from our warehouse, your invoice will not be included in your order, so you do not need to worry about the giftee receiving this! We will send an invoice to your email for your records.

 

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

A. No. Only one coupon code can 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 a 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 before 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 claim, please contact us here. Your claim must be made within 30 days of the order delivery date. For full details, please see our Return and Refund Policy below.

 

Q. What days do you post orders?

A. Our warehouse operates from Monday to Friday, and sometimes over the weekend during peak periods. Australia Post picks up our letters and parcels Monday to Friday, excluding public holidays, and any orders completed over the weekend will be collected the following business day. 

 

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 at checkout 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 occur. To reset your 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’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. If you have previously unsubscribed from our mailing list, we will be unable to subscribe your email to our mailing list again and this can only be achieved by selecting the subscription box when checking out your order. 

 

Returns and Refunds

 

Hippo Blue takes quality control very seriously before 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.

Returns must be lodged with us within 30 days of receiving your product. To lodge a return claim, please contact us here

 

What do we need to process your return claim?

  • Proof of purchase - this can be in the form of a valid order number or confirmation email.
  • Photographic evidence of the incorrect product or fault - When lodging a claim for a faulty product, we kindly ask that you provide multiple photos, one photo to show the product's fault and another to show the product's overall condition.
  • A brief description of the reason for the return claim.

 

What can you expect once your claim has been lodged?

  • Our Customer Service team will action your claim within 48 business hours of the lodgement date. During our peak periods, claim response times may be extended beyond 48 business hours.
  • In some circumstances, you may be asked to provide video evidence of the product fault.
  • You may be asked to send the product back to us to allow for a reasonable opportunity to inspect the product thoroughly.

 

Once your claim has been approved, the following conditions apply.

  • You must have lodged a return claim with us and had your request approved before returning any goods to us.
  • Hippo Blue will cover shipping costs if the product returned to us is deemed faulty, and the above requirements are met.
  • If the product is not deemed faulty by Hippo Blue, you will be liable for the return shipping cost, including the cost to send the product back to you.
  • If the returned product was purchased in an order with other products, you will not be eligible for a refund or credit on this cost.
  • All returned orders must be trackable. It is your responsibility to track the delivery until is it received by us. Your return product will be actioned within 5 business days of receipt.

 

Returns on labels and iron-on labels

  • To ensure only the best quality products for our customers, vigorous testing has been done on our labels to meet our quality standards. If your return claim is being made for our label range, you may be asked to provide sufficient information regarding the application method and product care being used.
  • Should the method and or product care being used not align with the supplied instructions by Hippo Blue, you will be referred to our application and care process for your product. Our team will provide ongoing support to ensure that our product may be used for its intended purpose.
  • A replacement, credit, or refund may be offered if Hippo Blue deems the labels to be faulty after sufficient steps have been taken to use the product correctly.

 

Delivery issues

Once your order is handed over to Australia Post to deliver your products, we trust that these will be delivered as per our specified time frames; however, any delays that are incurred during transit are unfortunately out of our control. Hippo Blue will not provide refunds on shipping costs if your order has not arrived within our estimated delivery time due to issues with the carrier provider. 

If your parcel is received damaged in transit or not delivered within the specified time frames and you have been supplied a tracking number for your purchase, your claim must be lodged with Australia Post before contacting us. Once your claim has been lodged with Australia Post and communicated with us, our team will assist where possible.

 

What is not eligible for return or refund?

As all our products are lovingly personalised as per the specifications provided to us, unfortunately, we will not be able to accept returns based on

  • Change of mind on your purchase.
  • The fault of goods due to general wear and tear, or use outside of what the product is intended for.
  • Products that have not been cared for as per the advised care methods.
  • Products that have not been received due to an incorrect address provided that was not corrected prior to your order's dispatch.
  • Shipping costs due to delivery delays with the carrier provider that is outside of Hippo Blue’s control.

 

Please note: Our website is designed to process your order once confirmed with us automatically. This process is entirely automatic, and we are unable to disrupt the process. Please kindly note that we ask our customers to confirm their choices before adding their product to the cart. We have also added a banner at the cart to advise that we are unable to make any changes and our trading terms also state these limitations once an order is placed. For full return and refund terms, please refer to section 8 of our Trading Terms - 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 shown on the website, different monitor and brightness settings can change the colour's perception.

 

Q. Do you have a guarantee on your products?

A. Hippo Blue strives 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. Please refer to 'Returns and Refunds' above. For full return and refund visit our Trading Terms section 8 - Returns Policy.

 

Q. Can I use any 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 is not possible and you are not feeling confident with your baking paper, reach out to our friendly customer service team, and we can arrange for some of our baking paper to be sent 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, some tutorials 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 softcover?

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

 

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

A. As much as we would love for you to use all characters, including accents, unfortunately, our system does not allow certain characters to be printed correctly. However, we support all letters A-Z, all numbers, apostrophes, hyphens, and full stops. Hippo Blue understands the importance of diversity and hopes to provide this option for our customers in future. 

PLEASE NOTE: We only support the English alphabet.

 

Q. Can I order a product without a name?

A. We pride ourselves on being a personalisation company; therefore, all* products must include personalisation. If a name does not suit, consider applying initials or a nickname. We support all letters A-Z, all numbers, apostrophes, hyphens, and full stops. We only support the English alphabet.

*Excludes products without a name field

 

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. We cannot make this font size larger due to our automated system, 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 centred in the preview. Is this how it will be printed?

A. No, all text will be centred. If your text is not showing centred 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 you have provided to us. There are so many kinds of spelling variations for names; we cannot know if your personalisation is correct. A refund or replacement will not be provided if your spelling was provided to us incorrectly. Please kindly double-check before submitting your order and be sure to review your confirmation to avoid disappointment. If there is a fault made with any part of the personalisation made in Hippo Blue's error, a replacement will be honoured.

 

 

 

Copyright © 2021 Hippo Blue - Courtney Brands Pty Ltd