Frequently Asked Questions
If you have forgotten your password, or the one you are entering is not recognised, you need to click SIGN IN, then click on FORGOT YOUR PASSWORD, type in your email and click retrieve password.
If you still have trouble please feel free to contact our customer service team via email firstname.lastname@example.org or by phone on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST.
Once logged in you can change any details by going into MY ACCOUNT. Making sure you save changes before you logout.
Using the Website
Fella Hamilton uses Secure Certificate Authority G2 (SHA 256) security encryption method to ensure that your online experience is 100% secure.
The Secure Certificate Authority G2 (SHA 256) encrypts your information into codes so that your information is kept secure while being transmitted via the internet.
Shipping costs are the same as online orders with free shipping over $150.
The website will automatically have all marketing options ticked E.G. mail, emails and text messages for catalogues and promotions or sale. You can choose to have all options or simply untick any of the options you do not want.
Even if you subscribe to our Fella Hamilton and Hedrena advertising, you can at any time contact our customer service team by phone on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST, to stop all posted mail or to unsubscribe to our email notifications use the link at the bottom of the email to unsubscribe or to OPT out of text messages reply to a text message by saying STOP.
Both can be used instore or online.
If a transaction value exceeds the balance of the E-GIFT VOUCHER or GIFT CARD, you must pay the difference using alternative means of payment that are accepted by Fella Hamilton. Online would be Credit Card or for in store the options would be Cash or Credit Card or EFTPOS.
Make sure you use the E-GIFT VOUCHER or GIFT CARD as the first payment type.
E-GIFT VOUCHERS will be activated as soon as the email is received by the recipient.
Both require nothing more to be done on the customers side.
Any unused balance remaining on an E-GIFT VOUCHER or GIFT CARD upon expiry will be forfeited and will not be refunded or credited to you.
If you are happy for your parcel to be left in a safe place at your home, you can give us instructions for your Authority to Leave in the special delivery instruction section of the website. Australia Post will follow the delivery instructions unless they feel there is no safe place to leave you parcel, in this case the driver will return the parcel to a post office and leave you a card.
Please note: Fella Hamilton cannot be held responsible for any parcels that are lost, stolen or damaged as a result of your authority to leave.
EXCHANGES & REFUNDS
FULL PRICE: Refunds, exchanges or credit note with invoice in their original condition, unworn, with tags attached 21 days from tax invoice date.
PROMO EVENTS: Refunds, exchange or credit note with invoice in their original condition, unworn, with tags attached 21 days from tax invoice date.
SALE POLICY: No refunds on sale for change of mind, only exchange or credit note with invoice in their original condition, unworn, with tags attached 21 days from tax invoice date. Refunds only on sale goods if deemed faulty.
For your convenience you may return or exchange the item according to our policy above, to one of our stores or contact our customer service team on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST, to discuss your return or exchange for another item if required. Please refer to our Returns Policy for more information.