Love Never Lies

Tips to care for your Hunter & Queen Rug

• Machine wash your rug on a delicate cycle.
• For more stubbon stains such as oil marks use a mixture of bicarb soda mixed with water to form a paste. Leave the mixture to sit for 10 minutes before rinsing off.
• Air dry is recommended however you can place your rug in a dryer on a delicate/normal cycle.
• Ensure your rug is completely dry before storing in your H&Q carrier bag.

Tips to care for your Hunter & Queen dust bag

• Machine wash your H&Q dust bag on a delicate cycle.
• Use warm water with stain remover (if necessary) on your H&Q dust bag
• Spot stains may be removed by using a damp cloth or baby wipes.

Please contact us at care@hunterandqueen.com if you would like further information about the care of your Hunter & Queen luxury lifestyle essentials.

When will my item be shipped

Express orders placed before 11am will be shipped the same day.

Orders placed with standard delivery will be shipped the next business day.

All orders that contain 'pre order' and 'in stock' items will be sent once ALL items are in stock. If you need to receive items separately, you will need to place a separate order, as shipping costs must to be covered. Please order carefully, as we DO NOT split orders once they have been placed.

If certain items from your order are required prior to the pre-ordered item arriving in stock, you may pay additional shipping to split your order. Please get in touch with our customer service team at welcome@hunterandqueen.com

You will receive a tracking email with carrier information and an estimated arrival date once your order has shipped.

Can I cancel or modify my order

Once an order is placed, no changes or cancellations may be made to the order.

Please be mindful when purchasing online as colours may vary from screen to product purchased. If you are unsure about the colour of a certain product, please contact our Customer Care team at welcome@hunterandqueen.com and we will be happy to help.

For all orders that are returned due to an incorrect address, there will be a fee charged of $12 for repacking and postage.

Domestic Orders

How Long Will My Order Take?

**Orders placed with an Express Shipping Service, must be placed before 11:00AM AEST for same day dispatch.

Standard Shipping

Processing & Handling Time | 2 Business Days

Estimated Delivery Times | 10-14 Business Days

Express Shipping

Processing & Handling Time | Same day if order before 11am AEST or 1 Business Day

Estimated Delivery Times | 1-2 Business Days (+1 Business Day to Western Australia)

Wadding

International Orders

Customs, Duties and Taxes

All orders outside of Australia will be sent DDU (Delivery Duty Unpaid). Duties and taxes may be payable upon arrival in your country. These charges are determined by your local customs authority and include: The Sales Tax applied by your country for purchases from the AU.

We are unable to estimate the amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Payment of these is necessary to release your order from customs. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.

In the event that import taxes and duties are not paid on arrival at the destination country and the shipment is refused by the receiver, the seller will request the freight carrier to return the goods. Upon receipt of the returned goods, the purchaser will receive a refund of the item/s less any return freight costs incurred.

Does my order qualify for a refund

Orders must be returned within 14-days of delivery to qualify for a refund. Items must be unwashed, unused, and in their original condition, preferably with original packaging.

Sale and Seconds items are not eligible for refunds.

Refunds may be provided to the original form of payment. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase). Shipping and handling fees are nonrefundable.

Once returns are received and processed by Hunter and Queen’s Customer Service Team, refunds may take 5-10 days to reflect. This is dependent on the form of payment used.

Does my order qualify for an exchange?

Orders returned within 30-days of delivery, may receive a store credit or an exchange for additional product may be provided upon request.

Seconds items are not eligible for refunds or exchanges.

Items must be unwashed, unused, and in their original condition to qualify.

Shipping and handling fees are nonrefundable.

How do I make a return?

Please remember as per terms above, we are happy to accept: returns for exchange within thirty (30) days of delivery, and refunds within (14) days of delivery, when the item(s) are in their original condition - unwashed and unused.

Sale and seconds items are not eligible for return.

If your order qualifies for a refund or exchange and you choose to return it, please contact our Customer Care Team at welcome@hunterandqueen.com. Please be sure to include your Name, Order Number (starting with HQ###), the name of item(s) you wish to send back, and a brief reason regarding the return.

When your email is received by our Customer Care Team, a case number will be issued and further instructions on how to return the item(s) to our warehouse will be provided.

Return shipping to HUNTER AND QUEEN’s head office will be at the cost of the purchaser. As Hunter and Queen is not liable for the loss of an item being returned we recommend that you return it using registered mail and keep a record of the tracking number.

Problem with a received order?

Missing an Item

All orders are checked prior to posting. Very rarely, our warehouse team may mistakenly add or omit an item to an order.

Should there be an error in fulfilment, Hunter and Queen will replace the goods at no additional cost to the customer.

Please contact our Customer Care Team with details at welcome@hunterandqueen.com so we can resolve this for you as soon as possible.

All faulty, missing or incorrect items must be reported to Customer Care within 7 days of delivery.

Received a faulty item

All products are checked prior to posting. Should a product arrive with faults, Hunter and Queen will replace the goods at no cost to the purchaser.

Please contact our Customer Care Team with details welcome@hunterandqueen.com so we can resolve this for you as soon as possible.

All faulty, missing or incorrect items must be reported to customer service within 7 days of delivery.

 Having trouble locating your item

If your order has been confirmed as delivered but was not received, Hunter and Queen strongly recommends communicating with both your neighbours or community office (if applicable) to ensure it was not mistakenly delivered. If you are still having trouble locating your items, please contact your local courier office as it may be held there.

If your order has not been found after corresponding with your local courier, please contact Customer Care at welcome@hunterandqueen.com. Missing orders must be reported within 10 days of confirmed delivery.

Customer Care may open a trace and/or claim for lost in transit and misdelivered packages. Further information can be provided by your assigned Customer Care Team Member.