When can I expect my parcel?
We offer Standard Delivery and Express Delivery (within Metro areas). For Standard Delivery, the carrier will aim to deliver between 3-5 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times. For Express Delivery, the carrier will aim to deliver within 1-2 business days after your order has been placed.

I want my order by a certain time, can this be arranged?
In most cases we can arrange delivery to meet your requested time. Please contact us to confirm.

How do I track my order?
You will receive a 'Dispatch' email containing your tracking number. Please allow up to 24 hours before the tracking number is activated and assigned to your order. You can track the progress of your order here for Australia Post. You will then receive email notifications directly from the carrier updating you on the progress of your order.

What is the shipping/delivery cost?
Standard delivery is a $12 flat rate for all orders to Australia and New Zealand. Express delivery (within Metro areas) is a $20 flat rate for all orders to Australia and New Zealand. However, if your order total is $150 or more Standard delivery is FREE.

Do you offer free shipping/delivery?
Yes. Within Australia and New Zealand we offer free Standard delivery on orders over $150.

Do you ship internationally? ships across Australia. For orders to an international address, please use our USA store

Do you deliver to a PO Box?
Yes, Merino & Co delivers to PO Box addresses. Just enter your PO Box number into address line 1 when filling out your order details.

Do you offer split shipping when something is in stock and something is out of stock?
Currently if you backorder an out of stock item we will contact you to let you know that your order will be delayed until all products are available to send. If you have any questions please contact us.

Can I pick up my order from a Hedrena store?
Currently we do not offer this service.

Can I send my order as a gift?
Yes you can. Just write in the 'Comments' section of your order that the order is a gift and how you would like us to deal with this.

Do I need to be home for my delivery?
If no one is available to sign for the parcel, an 'attempted delivery' card will be left at the address with further instructions including which post office or depot you can pick up your parcel from.

Can you include a card with my gift order?
We can include a note if you leave one in the 'Comments' section of your order but we currently do not offer special cards.

Can my shipping address and billing address be different?
Yes. Make sure to select or enter different addresses on the 'Checkout' page.

Can I leave delivery instructions?
Yes. Your instructions will be detailed to the delivery service selected.  However, we cannot guarantee the actions of the delivery service.  

How will my order be shipped?
We dispatch via the Australia Post parcel service. Carrier information for your order can be found on your 'Dispatch' email.

What happens if my order gets lost in the post?
Please contact the appropriate post office in your area to resolve the issue. We provide tracking on all our orders.  

What if my parcel gets damaged?
A level of insurance is included in the cost of postage. Any claim should be made with your local post office.


How are taxes (GST) handled?
GST (10%) is applicable to all products purchased for delivery within Australia.

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