DELIVERIES & SHIPPING
What are your delivery options?
We offer free delivery Australia-wide for orders to the value of $200 or more. All other domestic orders attract a flat rate delivery fee of $10.
Depending on your location, we will ship via Courier or Australia Post which will normally take 1-3 business days after dispatch to reach you.
Please allow up to 48 hours in busy periods for dispatch. Most orders are picked on the same day we receive them, ready to dispatch / for courier collection by the next business day.
We offer free international delivery for all orders to the value of $500 or more. All other international orders attract a fee, starting from $40.
Depending on your location, we will ship your order express using DHL or Australia Post which will normally take 2-5 business days after dispatch to reach you. Prices are determined at checkout based on your shipping destination..
Why can't I find my country's shipping option at checkout?
If your country does not show at checkout, please contact us for a personalised quote based on your selected items and we will invoice you direct. Please note the delivery timeframes provided are only an estimate, based on third party schedules and do not take into account possible customs delays, therefore we are not able to guarantee that your order will be delivered to you within these exact timeframes.
Do I have to pay any additional duties?
Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information.
Also, we may provide certain order, shipment, and product information, such as item description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
Can I purchase insurance for my order?
Insurance is available for all deliveries at an added cost. Please contact us prior to making your purchase if you require a quote.
Do you deliver to PO boxes?
Yes, only within Australia.
How can I track my order?
If you’re a customer with a login, you can track your order in the ‘My Account’ section of our website. Alternatively, you can track your order directly using the tracking code that was sent in your shipping confirmation email.
If you can’t find your tracking code, please contact us.
Where is my order? It should have arrived by now.
Please use the link sent to you via email to track your order.
If you’re not home when a driver attempts delivery, they will take it to your closest post office or courier depot. If they’ve done so, there will be a note in your mailbox letting you know which location they’ve taken it to and you will need to contact them to arrange redelivery.
Bear in mind that extreme weather conditions such as flooding and bushfires can often affect delivery services and, in turn, receiving your parcel within our quoted time frames.
I’m probably not going to be home when my parcel is delivered. What should I do?
If there is a safe place for the driver to leave the parcel without a signature, just leave a comment when you check out to give your authority to leave it somewhere safe (you can be specific) without signing for it.
We recommend having your parcels sent to a work address if you do not wish for your parcels to be left unattended.
Joy Hysteric will not assume liability for lost or stolen parcels once the carrier provides proof of delivery to the correct address.
We do not refund for "change of mind" reasons which includes but is not limited to; an incorrect choice, items not fitting, items no longer required or wanted, items arriving later than expected, items delayed in transit and/or lost.
We do not refund deposits for pre order and made to order items.
Refunds are provided for faulty items in line with consumer law.
Our policy is further outlined below. Please ensure you have read and are aware of these policies prior to placing an order with us as all purchases from Joy Hysteric including email and phone orders are subject to these terms and conditions.
We provide store credit in the form of an electronic gift card for all full priced items returned (less shipping fee); provided the goods are in saleable condition, have not been worn, washed or altered in any way and have the original tags attached and any unique packaging in tact.
Store credit / gift cards do not have an expiration date.
Please contact us within seven (7) days of receiving your order if you wish to return it.
All return requests will be provided a Return Authorisation Number (RAN) and return address. Your return must include the RAN clearly marked on the outside of your return packaging. Returns must be sent back immediately once a Return Authorisation Number is provided.
Our offices must receive the returned item/s within an additional seven (7) days of the RAN being issued if you are within Australia, and fourteen (14) days for international customers. Return shipping costs are at the customer's expense. It is your responsibility as the owner of the item to ensure we receive your return within the accepted timeframe using a trackable service. We will not accept any returned items received outside of this period, unless previously arranged with Management. Sale or discounted items are not eligible for a return unless otherwise arranged.
We do not accept cancellations. If you no longer require the item and/or have changed your mind for any reason, you must follow our regular returns procedure and return the goods in new and unused condition to receive store credit.
In most cases, we can not offer exchanges. All returns are provided with a store credit / gift card which you may use at your discretion to re-purchase a suitable replacement item.
If you urgently require an exchange, please contact us and we will try our best to organise.
CONDITIONS OF RETURNS
It is the customer's responsibility to ensure the returned goods are returned and received on time, within the relevant time frame, and sent to us using a viable postal or courier option. All return shipping costs are the responsibility of the customer, except for faulty items for which you will be reimbursed all associated costs.
We reserve the right to refuse any return that is received without prior authorisation from us, does not arrive within the acceptable return period or does not meet our quality control standards. In the event that we receive an unauthorised returned item, return shipping and handling costs will be passed onto the customer.
All items being returned should be sent via a trackable method and packaged well, as we do not accept responsibility for items that are lost or damaged during transit.
All claims for fault must be assessed by the manufacturer who will inspect the item before a refund can be granted. Please ensure washing, laundering and fabric care instructions are strictly followed as we are unable to assist if the item has been damaged in any way due to negligence on your part. Items damaged as a result of wear and tear are not considered to be faulty.
If you believe you have a faulty item, please contact us immediately for further instructions.
We do not guarantee delivery dates for preorders - delivery time frames stated on our website are only an indication and provided to us by the manufacturer. We do not refund for late delivery.
Preorders are prone to unexpected delays however we will always provide an update where and when one is available from the manufacturer. Cancellations on preorder items will be accepted at our discretion and a store credit will be issued if approved.
Although every care is taken to ensure your orders are sent safely using a trackable method via our chosen carriers, there are cases when items are lost due to 3rd party negligence and we are unable to control this. In the unlikely event that your order is lost, unless insurance has been requested and additional costs paid to cover the value of your order, we are unable to provide a refund. A store credit may be offered at our discretion.
Insurance is available on all orders, upon request.