Frequently Asked Questions
We know you may have some questions about making an order with us, so to make things easy for you we’ve pulled together a list of questions and answers we think will help. If you have a question that’s not covered here, you can email our friendly team at
ausconsumercare@hallmark.com
How long will it take for my order to arrive?
We’ll send you an email when your order ships. We can ship to valid addresses within Australia.
Please see below for the standard shipping time you can expect for each state:
- VIC: 3-5 Business Days
- NSW: 4-7 Business Days
- ACT: 4-7 Business Days
- QLD: 4-7 Business Days
- TAS: 4-7 Business Days
- SA: 4-7 Business Days
- WA: 4-7 Business Days
Exceptions:
• Weekend delivery is not available
• International shipping is not available
Covid-19 Delivery delays
Delivery delays may be experienced. Post Offices remain open and deliveries continue, but delays may occur due to extended COVID-19 restrictions, limited flights and high parcel volumes.
My order hasn’t arrived, how do I find out where it is?
We post all orders via Australia Post standard mail. Please note that due to COVID-19, despite best efforts some Australia Post services may be disrupted.
If you haven't received your order three days after the estimated Australia Post delivery time, please contact our friendly Customer Care team for support by emailing: ausconsumercare@hallmark.com
Is it possible to amend my order?
We understand you may need to change something in your order from time to time due to mistake or change of mind, however we’re not always able to amend your order. Please contact our friendly Customer Care team ausconsumercare@hallmark.com and they will be able to assist.
I need to change my delivery address; can I do this?
Please contact our friendly Customer Care team at ausconsumercare@hallmark.com
for support updating the delivery address. This can only be done prior to the order being shipped.
Can I cancel my order?
We may not be able to cancel your order if we’ve already started to process it. If you contact our Customer Care team at ausconsumercare@hallmark.com they will be able to let you know if it’s possible.
Can I add more items to an existing order?
Unfortunately, it’s not possible to change an order once it’s been made. You would need to complete another order.
Where can I find my order number?
If you’ve set up an account, you can find your order number on your order history page. If you don’t have an account, your order number also appears on your confirmation email.
How do I redeem a voucher, discount or special offer?
If you have a voucher or a discount code you can apply this once you get to the checkout.
What is your returns policy?
Check out our Delivery & Returns page for a full rundown on our policy.
Where do you deliver to?
We deliver to all valid addresses within Australia.
What delivery options do you offer?
You can find out more about delivery on our Delivery & Returns page.
What payment methods do you accept?
We accept standard credit cards, VISA, and Mastercard.
Do I need to set up an account to order?
You don’t need to set up an account to place an order, as you have the option to check out as a guest. However, we recommend creating an account to allow you to easily keep track of your orders and so we can make you aware of any of the great new product or offers we might have available.
Can I order over the phone?
Unfortunately, it’s not possible to make an order by phone, however it’s super easy to make orders through our website. If you do have any issues placing your order online, please get in touch with our friendly Customer Care team via email at ausconsumercare@hallmark.com.
How can I get in touch with you?
If you have any questions, queries or comments, head over to our Contact Us page to find how you can get in touch.
My item is not how it appeared on screen?
From time to time there will be slight variations in colour specifications and colours may appear slightly different to physical product. This is dependent on individual monitor or screen settings. If you have any concerns with the products you have received, please get in touch with our friendly Customer Care team via email at ausconsumercare@hallmark.com
Can I create an account?
Yes absolutely, just click on the “join” button top of page and sign up following the prompts.
In future you just need to follow the login prompt to sign into your account for a faster check out experience!
How do I reset my password on my online account?
Select the login button on the top left of screen and follow the prompts to reset password
How do I change the details of my online account?
Login to your account to view prior orders and select view addresses to change your primary information for delivery.
What do I do if I would like to purchase an item not sold on the website?
Unfortunately, not all Hallmark Australia products will be available on the website. Please get in touch with our Hallmark customer care team via email at ausconsumercare@hallmark.com and they can direct you to where you can buy the specific item you are after.
COVID-19
We are committed to protecting the health, safety and wellbeing of our colleagues, as well as maintaining our highest levels of service for our customers and consumers. We continue to monitor the impact of the pandemic alongside government guidance and advice to understand what this means to our colleagues, customers and consumers.