Free shipping Australia-wide*
We bring together lots of independent sellers from around Australia and overseas. Because their products are all different (which is why you chose to shop with us – good call), and being shipped from different places, they may not all take the same time to reach you. Plus personalisation and international delivery can often add extra time on top.
To get an idea of when you can expect your order, take a look at the delivery information nestled beside the product info on each item’s page. If a few extra days have passed and your order’s still not with you, it’s worth heading down to your local post office for a friendly visit. Missed delivery cards have been known to go missing, so, it could turn out that your parcel’s been waiting for you all along.
Alternatively, you can sign in to your account and click the 'Track my order' link to track the whereabouts of your parcel/s.
Track my order
We bring lots of independent sellers together online, so you have one easy place to buy from them all. What we have is a terrific website, hard-working team and a steady flow of cake; what we don’t have: a warehouse and logistics. You do the buying through our site, then we pass your order onto each seller to make and ship to you themselves. And on the plus-side, it means extra days when you’re looking forward to getting more than bills through the letterbox.
Because our sellers send items to you themselves, rather than through our warehouse (...which we don’t have), parcels from different sellers will arrive separately. To get an idea of when you can expect your order, take a look at the delivery information nestled beside the product info on each item’s page.
If it’s been a while, or you’ve ordered more than one item from the same seller but they haven’t all arrived, you have our express permission to not be shy – and get in touch with them directly.
Sign in to our site and go to My orders. Click the order that’s gone AWOL, scroll down to the order details and click ‘contact seller’. They should be able to sort you out, tout suite.
After that, if you’re still not having any luck, contact our customer support team, who will be waiting avidly for your email – Sherlock deerstalkers and investigation-grade magnifying glasses at the ready.
And...exhale. It’s easily fixed. Sign in to our site and go to My orders. Click the order that you’d like to redirect, scroll down to the order details and click ‘contact seller’. Then let them know your correct address. Et voilà!
If you don’t hear back from them within a day or two, feel free to reach out to our customer support team and we’ll chase them up.
It’s easy. All you need to do is sign in to our site and go to My orders. Click on the order from the seller you’d like to get in touch with, scroll down to the order details and you’ll see the ‘contact seller’ link. We’ll leave the rest to you.
As an online marketplace, we’re all about the web here at hardtofind. Our system is set up to take orders and pass them onto our sellers solely through our website, which means we’re not able to take orders over the phone. If you don’t have regular access to the internet (in which case: you’re conjuring some powerful magic to be reading this), the odd spontaneous casserole, bottle of wine or offer to mow the communal lawn could work wonders in getting your neighbours to be generous with their WiFi passwords.
‘Ready’ means we’ve received your payment and placed your order with the seller. Now all you have to do is sit back with a magazine and cup of your favourite beverage while the seller gets to work on your item. As soon as they’ve put it in the post, they’ll change the order status to ‘shipped’, and we’ll email you to let you know it’s on its way.
The item’s product page is your friend here. Sign in to our site and go to My orders. Click on the order you’d like to check on, click on the name of the item and boom! You’re there. You’ll find the delivery details – including the estimated time frame – beside the product description.
Note: Some items may not be returnable, please refer to our Returns Policy
Impulse buying – hey, we’ve all been there. You can return your items within 30 days* – no questions asked – and we’ll credit your hardtofind account for the same amount.
If the item was a gift for someone, they can’t return it on the sly, though. Because we’re only able to credit the account of the person who actually did the buying, you’ll have to have that awkward conversation so the giver can return it for something more suited. But we’re all adults here (unless the fussy one in question is still in a romper suit, or your cat).
Get in touch with our customer support team to get your returns ball rolling.
*Yes, there’s a Conditions apply asterisk. Nothing sneaky, just play-fair stuff
Too big, too small, but not just right? Return any item that doesn't fit and we'll give you a store credit so you can order another size (or get swayed by a different item that might have caught your eye). Your credit will be the original purchase price minus any shipping costs you might have had to pay, and you can spend it bit by bit on lower cost items, all at once on an identically priced item, or put it towards the cost of a full-luxe treat. The only items on the Can't Return List are underwear, earrings for pierced ears and opened food – collective 'ew' – plus items you've had personalised. Just common-sense stuff.
*Here’s that Conditions apply asterisk again. Nothing to fear – we’re on the level.
Thar she blows! Returns Policy.
While most of our sellers offer free shipping, the fact that they’re small businesses means free returns aren’t an option for them at this point. But free one way is better than free no way…yes?
UNACCEPTABLE! The parcel was obviously too irresistible not to shake. If you could take a photograph or two showing the damage and email it to our customer support team at firstname.lastname@example.org we’ll get onto a replacement or refund right away.
The only thing as disappointing as receiving an item that doesn’t look like its picture is the muddy world of internet dating. We understand completely if you’d like to return it – no questions asked if it’s within 30 days*.
Our customer support team will see you right.
*To get the jump on your options, take a look at our totally-clear, easy-to-understand and confusing-small-print-free Returns Policy.
From wherever our sellers are, be that a Sydney suburb, sleepy country town or...Lithuania. And several places in between. We show where every item will be shipped from on its product page, plus include estimated delivery details beside the product description.
Two words: BUBBLE WRAP. We can’t recommend it highly enough, plus any extra padding you can include if the item is fragile. A solid cardboard backing is also a great idea if the item can be easily bent (e.g. a print).
A good rule of thumb is packing it so it could be dropped from a 1 metre height without breaking (packages can be subjected to a little rough treatment along the way). Because we can only give you a full refund if the item arrives in a re-sellable condition, it’s worth swaddling it – and swaddling it good! – before sending. We’d also suggest you use a trackable service, too.
You’ve got 30 days to let us know that you’d like to return it, then 10 days to post your item back after we’ve given your return the green light for go.
We’ll process your refund/credit as soon as the seller lets us know that they’ve received your item(s), safe and sound.
You’ve got one whole year to spend it from the date of issue (unless we’ve specified otherwise). That’s another 365 chances to find something you’ll LOVE.
You clever, creative person you. We’re always on the lookout for original, exceptionally crafted products to help our customers shake off the same-old, same-old chain-store fatigue. Start by filling out our application form – and we’ll be in touch with you shortly.
We’ve scoured Australia – and the wider world – for unique, exceptional products from independent craftspeople and manufacturers. And we’ve brought them all together on hardtofind.com.au. Through our website, it’s easy to buy stunning sandals from Byron Bay; Paris-designed hot-dog rings and mugs with attitude from England – all through the one checkout and purchase process, all with the support of our dedicated customer support team if anything goes awry.
Once you buy from us, the seller will send you your items directly, for that extra personal touch.
It’s easy to change your address details, passwords and more. Start by signing into your account: click the tiny person icon at the top right of any page on our website, then enter your email address and password.
Once you’re signed in, click ‘My details’ in the list of links on the left, and edit at will. Don’t forget to click the ‘Update my details’ button at the bottom of the page, or all your efforts will come to naught.
It’s easy to unsubscribe at any time – but before you do *one last-ditch effort to get you to stay* you can also change your subscription preferences so you’re only getting the emails you really want to see – fashion or gardening, for example.
If you’ve made up your mind, though, we respect your decision and want to let you know that we’ve not only enjoyed our time together – you’ve also helped us grow. *wipes away tear and eyes up an entire tub of chocolate ice cream*
Simply scroll to the bottom of one of our email newsletters and click on the blue ‘Get What You Want’ banner. You’ll find the Unsubscribe link at the bottom of that.
Define ‘too many’. KIDDING. Open any of our email newsletters and scroll to the bottom. See the blue ‘Get What You Want’ banner? Click on it, click the checkboxes next to the type of products you’re interested in, and lastly, click on the ‘Update my preferences’ button. There. That should give your inbox a little more room to breathe.
Being an online company, email is our communication go-to – at least initially. It’s also a useful way to make sure we have all the details down if we need to speak to a seller about your query.
Reach out to our customer support team.
1: Go to our website. 2: Type the product name into the search bar at the top (and smack-bang in the middle) of any page. 3: Choose any size, colour and personalisation options available. 4: Follow the flow from ‘Add to cart’ to ‘Place order’. 5: Pour yourself a glass of something self-congratulatory. You’ve done yourself proud.
Many of our sellers offer international shipping. Winning! If you’re looking for products that can be delivered outside of Australia, click the relevant 'delivery zone' checkbox on the left hand side of our homepage (or any category page), and you’ll only see the items that have their pilot’s licence.
One step ahead of you, our friend. Rest assured that the packing slip our sellers include doesn’t show the price of the item. If you’d like the order invoice, you can download it from your hardtofind account.
Sign in to our site and go to My orders. Click the order you’d like the invoice for, then click ‘Download invoice’. Does what it says on the tin.
Quite a few of our sellers offer gift-wrapping. Simply click the ‘Free gift-wrapping’* checkbox on the left hand side of our homepage (or any category page) to narrow down your search. When you’ve found the perfect gift, remember to select ‘gift-wrapping’ at checkout for each item in your basket, and there you have it: an exceptional gift signed, sealed and delivered.
*yes, you read that right. Free.
The internet is our storefront. Our sellers ship to you directly. And Beyoncé is our jam. So no is the answer to your question, but we’re doing our best to bring our unique brand of mad-fresh taste to The Matrix.
We sure do. Our email gift vouchers are sent immediately after we've received your payment, so last-minute can take on a far more literal meaning. Choose to send the email gift voucher to yourself so you can print it and pop it in a card, or email it directly to the lucky recipient.
Gift Vouchers can be redeemed at checkout. The value of a Gift Voucher will be issued as credit in your account.
You – or the lucky recipient – have a full year to use a gift voucher. We can’t fathom why you might need longer than that ... given that you don’t even need to leave the house, the parking’s fantastic and you’ll shoot right to the front of the queue.
Most of our sellers offer FREE shipping Australia-wide. We’re so chuffed with it, we said it in caps. Some, however, may charge a small shipping fee for certain items or orders. If a product is delivered FREE (there we go again) we spell it out on the product page, otherwise we’ll let you know the delivery charge at checkout.
We accept Visa, MasterCard, PayPal and zipPay. We don’t accept IOU notes, promises or cake. This has been subject to rigorous debate.
Spam, spamalot, spam-a-lam. Most spam folders are renowned for their insatiable appetites, so make sure you add email@example.com to your contact list. That way, your order confirmations will come to your inbox as the retail deities intended.
To double-check your order status, sign in to our site and go to My orders, then click on the one that’s triggered your sharply raised eyebrow.
It’s so easy, why don’t we do it right now? You’ll need to know your email address, where you live and your phone number. (Frankly, we’d be worried if you didn’t know these things.)
As soon as your item’s en route, the seller updates your order status online and we send you an email. High-five, teamwork. Any time you’d like to see how an order’s coming along, sign in to our site and go to My orders, then click on the one that’s on your watchlist.
Why? What do you have to hide? KIDDING. Of course you can. All you need to do is enter the address you’d like your order shipped to at checkout.
No problem. We’ve got two ways of getting you an answer, each more reliable than a Zoltar machine and involving far less dancing on giant pianos. On each product page, you’ve got full disposal of the ‘Ask a question about this product’ link (you’ll find it under the ‘Add to cart’ button), or, once you’ve bought something, you can reach out to the seller from the My orders page. ’No word on handsome/beautiful strangers in your future, though.