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How can I track my order?

Once your order is ready to go, we hand it over to the carrier and send you a shipping confirmation email that contains a tracking number. You can click on that number to see the latest updates on the location of your shipment via our tracking page. You can also go to the 'Orders' section of your 'Dashboard', open a fulfilled order, and click 'See Tracking' to follow orders. When an order has been given to the shipping carrier, updates on its status will depend on their tracking services. If you encounter any issues, you can contact us, and we’ll do our best to help you.

I did not receive all the content of my orders?

In some cases, products from the same order can also be fulfilled in different facilities, which means they'll be shipped separately, if you need any help regarding tracking please contact us. 

Where do you ship to?

We ship both locally and worldwide.

What is the shipping charge?

A flat rate of 9.50 is normally applied during checkout for products shipped in Australia. But this information may not be accurate due to various shipping-related factors. Any orders with more than one item can have a different shipping charge based on the weight. Therefore, we recommend you check 'Shipping Charges' on your checkout page as it is the most accurate information. Any orders above $200 come with free shipping. 

What is the estimated delivery time?

HITDIFFERENT's estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time.

When will I receive my order?

Generally, you can expect to receive your order within a week to two weeks. This timeframe depends on where we are delivering and if the product is fulfilled from the fulfillment center nearest to you. We have an approximate delivery time of 7 days on average while the maximum delivery time can be 2 weeks. 

Your order may arrive sooner or later depending on shipping-related factors like delays, delivery attempts, or service disruptions. That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us, we’ll check your order status and let you know how to proceed.

What should I do if it's past the estimated delivery time and I still haven't received my order?

If your order’s estimated delivery time has passed and you still haven’t received it, here’s what you do: 

1. Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee. 
2. Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us by clicking the yellow speech bubble element in the bottom right corner or email us at info@hitdifferent.com.au.

Can I return/ exchange my ordered products?

If you haven’t received your order or notice an issue with the products, please reach out to us and we’ll help you get it solved. Please read our Return Policy for more details regarding when you can return products or apply for a refund.

What payment methods do you accept?

You can select your preferred payment method at checkout. 

We recommend you to use our express payment methods like Apple Pay, Google Pay, or Paypal for quick and reliable payment methods. 

We also accept secure payments for both local & international customers via Credit Cards, Debit Cards.

How secure are your payment methods? 

HITDIFFERENT takes security very seriously indeed, so your details will be safe with us. We take fraud very seriously too, so all credit and debit cardholders are subject to validation and authorization by both us and the card issuer. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.  

What is your Returns policy?

Please refer to our Returns and Refund Policy page for a comprehensive understanding of how returns and refunds work with HITDIFFERENT. In summary, we accept returns for damaged products provided that you request a return within 14 days of the delivered date.  

I've changed my mind, can I return it? 

Unfortunately, we cannot accept returns on buyer's remorse. Our return policy doesn’t cover buyer’s remorse so we won’t be able to issue you a refund for the order. 

How long does a return take?

You have 14 days from receiving an item or it became available to collect to return something to us and receive a refund to your original payment method. It can take up to 21 business days for your return to reach us and once it has we'll drop you an email to confirm we've received your returned parcel and the details of your refund.

When will I receive my refund?

We'll message you once we receive and process your return at our warehouse. After that, depending on your bank or card issuer the refund may take up to 10 working days to reach your account.

I've paid with Afterpay, how do returns work?

• Returned items can take up to 21 business days to reach us. We'll send you an email as soon as we've completed your return.

• You'll be sent an updated invoice within 24 hours after your return has been processed. If a refund is owed to you, a refund will be issued back to your original payment method. Please allow up to 10 business days for this money to show in your account.

• Your right to return items isn't affected by the payment period, and you'll only have to pay for the items that you keep.

• If you've returned items from an order paid for with AfterPay, and the date that your payment is due is near or you want to extend your payment period, we'd recommend you get in touch with AfterPay Customer Service as you may be able to extend the payment period. To get in touch with AfterPay click here. 

• You'll automatically receive a reminder from AfterPay if the date that your payment is due passes. If you've received a reminder but already returned items to us, please get in touch with AfterPay here.

I ordered the wrong size.

Sadly, we do not cover returns or refunds for products ordered in the wrong size as we create the product after you place an order. 

There is an issue with the quality of the product.

At HITDIFFERENT we pride ourselves on unparalleled product quality. That's why all our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement.

What do I do if I receive a faulty item in my order?

We're really sorry if you've received a faulty item. 

Please return the item to us as soon as possible so we can get this sorted for you. Don't forget to select 'Faulty' as your reason for return. 

If you're not able to create a return, please get in touch with Customer Care. 

Worn your favorite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full. 

Please note - we're not able to send replacements for faulty items. 

The item I've received is incorrect. What shall I do?
For more info, check out our Returns policy.

We want to sort out any issues with incorrect items straight away, so please send it back to us and we'll refund you as soon as it's arrived back at our warehouse.

Please fill in the section on the back of your delivery note to indicate that the item is incorrect and put the note in your parcel when you send it back. 

If you still want the order and they're still in stock, please order them through our website as normal.

The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.