FAQ
Ordering & Products
Q1. How do I place an order?
You can order directly through our website www.handkstyles.com. Simply add your items to the cart and proceed to checkout. You can check out as a guest or create a customer account for faster checkout next time.
Q2. Can I change or cancel my order after it’s placed?
If your order hasn’t been dispatched, contact us immediately at info.styles@handkstyles.com. Once your order has shipped, it cannot be changed or cancelled, but you may request a return in line with our Returns Policy.
Q3. Do you sell internationally?
Yes! We ship from Sydney, Australia to New Zealand, the UK, and the USA, with full tracking provided.
Q4. Are your products true to size?
We do our best to ensure sizing is consistent and accurate. However, sizing may vary slightly between styles. Please refer to our size guide on each product page for details.
Q5. What if an item I want is out of stock?
You can click the “Notify Me” button on the product page to receive an email when it’s back in stock.
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Payments & Pricing
Q6. What payment methods do you accept?
We accept:
• Visa (1.1% fee)
• MasterCard (1.1% fee)
• American Express (1.49% fee)
• PayPal
• Afterpay
• Zip Pay
• Apple Pay
All payments are processed securely in Australian Dollars (AUD).
Q7. Are prices inclusive of GST?
Yes — all prices include Goods and Services Tax (GST) where applicable.
Q8. Do you charge extra for international orders?
Product prices are displayed in AUD. International customers are responsible for any customs duties, local taxes, or import fees charged by their country.
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Shipping & Delivery
Q9. Which couriers do you use?
We primarily use Australia Post for domestic and international deliveries. During busy seasons, we may use alternative trusted carriers.
Q10. How long will my order take to arrive?
• Standard Shipping (Metro): 2–6 business days
• Standard Shipping (Regional): 5–10 business days
• Express Shipping: 1–3 business days
• International: 7–21 business days depending on destination and customs.
Q11. How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. You can track it via Australia Post Tracking.
Q12. What happens if my order is lost or delayed?
If your parcel hasn’t arrived within the estimated timeframe, please contact us at info.styles@handkstyles.com. We’ll assist with a courier investigation and replace or refund the order if it’s confirmed lost.
Q13. Do you offer free shipping?
Yes — we occasionally offer Free Shipping Thresholds or Flat-Rate Shipping as part of promotions. These will be clearly displayed during checkout.
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Returns & Exchanges
Q14. What is your returns policy?
You can return eligible items within 7 days of receiving your order, provided they are unworn, unwashed, and unused with original tags attached.
Q15. Are there items I can’t return?
Yes. We cannot accept returns for:
• Underwear or intimates (for hygiene reasons)
• Swimwear with hygiene seals removed
• Final Sale items (discounted 50% or more)
• Online Store Credit
Q16. How do I return an item?
1. Submit a return request at www.handkstyles.com/returns.
2. Wait for confirmation and instructions from our team.
3. Pack your items securely and post them back with proof of purchase.
Q17. Who pays for return shipping?
• Change-of-mind returns: Customer pays return postage.
• Faulty or incorrect items: H&K Styles covers the return cost.
Q18. How long do returns take to process?
Returns are processed within 5–10 business days after we receive your parcel.
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Refunds & Store Credits
Q19. How will I receive my refund?
Refunds are processed back to your original payment method (e.g. Visa, MasterCard, PayPal, Afterpay, Zip Pay, or Apple Pay).
If that payment method is no longer available (for example, your card has expired or your account is closed), we can arrange a refund to your nominated Australian bank account once your identity and purchase are verified.
Refunds are typically processed within 3–5 business days of approval but may take up to 10 business days, depending on your payment provider.
Q20. How long does a refund take?
Typically 3–5 business days but allow up to 10 business days depending on your payment provider.
Q21. Can I get a store credit instead of a refund?
Yes! If you prefer, we can issue a store credit valid for 12 months for future purchases.
Q22. Are shipping fees refundable?
No — original shipping fees are non-refundable unless the return is due to a faulty or incorrect item.
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Warranty & Faulty Items
Q23. Are your products covered by warranty?
Yes. All items are covered by consumer guarantees under Australian Consumer Law, and by an additional 30-day H&K Styles manufacturer’s warranty for defects in materials or workmanship.
Q24. What does your warranty cover?
It covers manufacturing faults like stitching errors, broken zippers, or faulty fabric.
It does not cover wear and tear, accidental damage, or failure to follow care instructions.
Q25. How do I make a warranty claim?
Contact info.styles@handkstyles.com with your order number, description, and photos of the issue. We’ll assess and respond within 3 business days.
Q26. What if my item can’t be repaired or replaced?
If repair or replacement isn’t possible, you’ll receive a full refund or store credit in line with ACL obligations.
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Privacy & Data Protection
Q27. What personal data do you collect?
We collect your name, email, address, phone number, and payment details (processed securely by third-party gateways). We also use cookies and analytics for a better shopping experience.
Q28. Do you share my information?
We only share your information with trusted providers like Australia Post, PayPal, Afterpay, and Shopify, Visa, Master, AMEX, ZipPay, for payment and delivery purposes.
We never sell or rent your personal data.
Q29. How long do you keep my order information?
Under Australian law, we must retain transaction and tax records for 7 years (Corporations Act 2001 s286). Personal data is securely stored and deleted or de-identified when no longer needed.
Q30. How can I unsubscribe from marketing emails or texts?
Simply click “Unsubscribe” at the bottom of our emails, reply “STOP” to text messages, or contact privacy@handkstyles.com.
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International Orders
Q31. Do you ship outside Australia?
Yes — we ship to New Zealand, the UK, and the USA.
Q32. Who pays customs or import fees?
International customers are responsible for any customs duties, local taxes, or import fees required by their local authority.
Q33. What if my international parcel is delayed in customs?
Customs delays are outside our control, but we’ll help track and provide necessary documentation to assist clearance.
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Legal, Copyright & Disclaimer
Q34. What laws govern your business?
All H&K Styles operations are governed by the laws of New South Wales, Australia, and comply with Australian Consumer Law (ACL) and the Privacy Act 1988 (Cth).
Q35. Can I use your website photos or content?
No. All website content, logos, and images are protected under the Copyright Act 1968 (Cth) and owned by H&K Styles.
You may not reproduce or reuse content without written permission.
Q36. What happens if there’s a pricing or product error?
If a pricing or description error occurs, H&K Styles reserves the right to correct it and will contact you before shipping or offer a refund if necessary.
Q37. Do you link to other websites?
Yes — for convenience only. We’re not responsible for third-party website content or their privacy practices.
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Customer Support
Q38. How can I contact you?
Our Customer Care team is available Monday–Friday, 9 AM–5 PM (AEST):
📧 info.styles@handkstyles.com
🌐 www.handkstyles.com/contact
Q39. How fast do you respond to queries?
We aim to respond to all emails within 2 business days.
Q40. Where is H&K Styles based?
We are proudly Australian-owned, based in Sydney, New South Wales (NSW 2000).