Where's my order?
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 options can often add extra time on top.
- If the seller has sent your item with a tracking number, it will be listed in your order details in your hardtofind account. Click on the number to follow your item’s progress with the courier or mail service.
- If your order doesn’t have a tracking number, the estimated dispatch and shipping time will be listed in your order details, and on the shipping email you received. Shipping within Australia usually takes 3-7 working days, with international roughly 10-14 days, but some items may vary.
- Is your post office holding them hostage? If a few extra days have passed and your order’s still not with you, it’s worth heading down for a friendly visit (especially if you receive a ransom note and sections of your item piece-by-tiny-piece). Missed delivery cards have been known to go missing, so, it could turn out that your parcel’s been waiting for you all along.
- If you’re still not getting any joy (and to be super clear, we’re still just talking about your delivery), get in touch with the lovely people in our customer support team. You’ll find their details here.
Why am I receiving multiple parcels if I only placed one 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.
I have only received one part of my order – where’s the rest?
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.
Help! I’ve entered the wrong shipping address!
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.
How can I contact a seller?
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.
Can I order over the phone?
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.
My order status says ‘ready’. What does that mean?
‘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.
How long will it be until I receive my order?
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.
How to return an item
- Sign in to your hardtofind account
- Select 'MY ORDERS' from the 'manage your account' section
- Choose the item you wish to return and click 'RETURN ITEM(S)'
Note: Some items may not be returnable, please refer to our Returns Policy
Do you accept change-of-mind returns?
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
The item I bought doesn’t fit – can I exchange it?
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.
Get in touch with our customer support team to get your returns ball rolling.
*Here’s that Conditions apply asterisk again. Nothing to fear – we’re on the level.
What’s your returns policy?
Thar she blows! Returns Policy.
Do you offer free returns?
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?
My order arrived damaged.
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 item I ordered is not as expected.
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.
Where do you ship from?
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.
What's the best and safest way to return an item?
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.
How much time do I have to return an item?
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.
How long will it take to receive a refund/store credit?
We’ll process your refund/credit as soon as the seller lets us know that they’ve received your item(s), safe and sound.
How long is my store credit valid for?
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.
How can I sell my products on hardtofind?
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.
How does hardtofind work?
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.
How can I update my details?
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.
How do I unsubscribe from your newsletters?
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.
I’m getting too many emails from you. How can I update my subscription preferences?
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.
I’d like to speak to someone – do you have a phone number I can call?
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.
How can I buy products I’ve seen in your catalogue?
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.
Do you ship internationally?
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.
I’m sending my order as a gift. Do you include an invoice?
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.
How can I get a tax invoice of my purchase?
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.
Do you gift-wrap?
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.
Do you have a physical store?
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.
Do you sell gift vouchers?
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.
How do I use my gift voucher?
Gift Vouchers can be redeemed at checkout. The value of a Gift Voucher will be issued as credit in your account.
How long is my gift voucher valid for?
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.
How much does delivery cost?
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.
What payment methods do you accept?
We accept Visa, MasterCard, PayPal and zipPay. We don’t accept IOU notes, promises or cake. This has been subject to rigorous debate.
I didn't receive an order confirmation. How can I check if my order has been placed successfully?
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.
How do I create an account?
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.)
How can I check if my order has been shipped?
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.
Can I send an order to another address?
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.
I have a question about a product.
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.