Frequently Asked Questions

My Account

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 sales@fellahamilton.com.au or by phone on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST.

If you would like to update any of your personal details such as your address, email, phone numbers or change your password, simply SIGN IN to your account.

Once logged in you can change any details by going into MY ACCOUNT. Making sure you save changes before you logout.

Using the Website

If you are unsure about what size to purchase, please check our size chart and measuring tips to find the best Fella Hamilton and Hedrena size for you.
The Fella Hamilton website is a secure website from the start. You will see a padlock on the website address bar before https://fellahamilton.com.au.

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.

Shopping Online

You can place an order over the phone by contacting our customer service team on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST.

Please note: Shipping costs will apply to all phone orders. Therefore, no free shipping like online orders over $200.

Please feel free to 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, and they will be happy to help you with your order.
No, you do not have to sign up to place an order with us, you can sign in as a guest only.
Fella Hamilton value your privacy and work hard to ensure that your details are secure. For more information on how we ensure your privacy, you can read our Privacy Policy online.
When you register on the website, you will be given options of what marketing material you would like to receive from Fella Hamilton.

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.

We use eWay, one of the safest online payment providers. Through eWay we accept Mastercard and Visa only. For more information please visit www.eway.com.au
We do not store your credit card details directly; we use eWay as our payment provider who will store an encrypted token of your credit card details. If we need to process a refund on your purchase this will be processed through the eWay secure site.
ll successful orders will receive an order confirmation email within approximately 30 minutes. If you have not received an order confirmation email, please check your junk or spam folder first, then feel free to 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.
Unfortunately, we are unable to make any amendments to any online orders after your order is placed. Please ensure all details provided are full and correct at the time of order placement, prior to proceeding to the checkout.

GIFT CARDS

An E-GIFT VOUCHER is an electronic voucher purchased online and delivered to the receiver via email. A GIFT CARD is a physical plastic card purchased online or instore. If purchased online this will be mailed out via Australia Post.

Both can be used instore or online.

An E-GIFT VOUCHER will arrive in the designated inbox as soon as your payment has been approved by your bank (approximately 30 mins). If the E-GIFT VOUCHER has not arrived in a reasonable time frame, please ask the recipient to check their junk email folder before contacting our customer service team on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST
GIFT CARDS can be purchased online or through our Mail Order department. The GIFT CARD be posted via Australia Post to your designated address.
The purchase price of the GIFT CARD or E-GIFT VOUCHER corresponds to the chosen value of the GIFT CARD or E-GIFT VOUCHER E.G. Pay $100, then $100 is the full value of the GIFT CARD or E-GIFT VOUCHER.
E-GIFT VOUCHERS and GIFT CARDS can be redeemed all at once, or can repeatedly be used until the balance of the E-GIFT VOUCHER or GIFT CARD reaches zero.

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.

When you purchase a GIFT CARD either instore or on-line this will be activated at the time of the purchase. Please be careful with the GIFT CARD and should be treated as cash.

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.

E-GIFT VOUCHERS and GIFT CARDS are valid for a term of 3 years (36 months) from the date of purchase.

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.

The E-GIFT VOUCHER or GIFT CARD should be kept safe at all times and stored with the same care as cash. Fella Hamilton shall not be responsible for any damage to, unauthorised use of, loss or theft of a E-GIFT VOUCHER or GIFT CARD.

DELIVERY

At Fella Hamilton we only send parcels via Australia Post E-parcel service.
Your order will be delivered to the nominated address and a signature will be required. In the event you are not home when Australia Post try to deliver, they will leave a card advising you of which Post Office to collect your parcel from.

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.

Delivery within Australia usually take between 2-14 working days from the time of despatch.
Once your order is despatched and received by Australia Post you will receive your tracking details via email or text message. Click on the link in the email or text message to take you to the Australia Post tracking page to view the status of your order. If you have any problems with this please feel free to contact our customer service team via email on sales@fellahamilton.com.au or by phone on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST.
For help tracking a missing parcel please feel free to contact our customer service team via email on sales@fellahamilton.com.au or by phone on our Toll Free number 1800 800 866 during business hours 9.00am to 5.00pm Monday to Friday AEST.

EXCHANGES & REFUNDS

If you have any problems with an order you have received please 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, so we can help rectify the problem as soon as possible.
You can return or exchange a faulty item that has been send to you. 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 ensure they are aware of the product fault and so they can secure a replacement garment for you if required. Please refer to our Returns Policy for more information.
At Fella Hamilton we understand shopping online isn’t always easy, so below are your return options:

FULL PRICE: Refunds, exchanges or credit note with invoice in their original condition, unworn, with tags attached within 60days.

PROMO EVENTS: Refunds, exchange or credit note with invoice in their original condition, unworn, with tags attached within 60days.

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 within 60days. Refunds only on sale goods if deemed faulty.

For your convenience you may return or exchange according to our policy above, the item 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.

Upon receipt of your returned item a refund, exchange or credit note, will generally be processed within 5-7 working days. Please be aware that a refund will take approximately 3 working days once we have processed the return our end, to return to your bank account, this is due to the bank’s procedures.

MY QUESTION IS NOT INCLUDED

If your queries are not answered above, please feel free to contact our team via email on sales@fellahamilton.com.au or by phone on 1800 800 866.

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