FAQs
Purchasing
We accept the following payment methods:
- Credit and Debit Cards
- Visa
- MasterCard
- American Express
- Digital Wallets
- PayPal
- Apple Pay
- Google Pay
- AfterPay
Once an order has been successfully placed, we work promptly to begin processing. Therefore, we are unable to guarantee modifications or cancellations after the order has been confirmed.
However, if you need to make changes or cancel your order, please contact our customer support team immediately at ORDERS@hembe.com.au. We will do our best to assist you, taking into consideration the status of your order and our processing timelines.
Please note that orders that have already been shipped cannot be modified or cancelled. In such cases, you may refer to our return/exchange policy for further assistance upon receiving your order.
We apologise for any inconvenience if the product you desire is currently out of stock. Here are a few steps you can take:
- Notify Me When Available:Email us at ASK@hembe.com.au and let us know which out of stock product you’d like to purchase. We’ll let you know as soon as it’s available again.
- Check for Alternatives:Explore similar products or variations that may meet your preferences. Our diverse selection might offer alternatives that you’ll find equally appealing.
- Contact Customer Support:If you have specific questions about the product’s availability or restocking schedule, feel free to reach out to our customer support team at ASK@hembe.com.au. We’re here to assist you and provide any information you may need.
We appreciate your interest in our products and thank you for your understanding. Rest assured, we are constantly working to replenish our stock and enhance your shopping experience.
Sizing
Choosing the right size ensures that you get the perfect fit and enjoy your new Hembe to the fullest. To assist you in finding the correct size, we provide a detailed sizing chart on each product page. Navigate to the product page of the item you’re interested in, and you’ll find a sizing chart specific to that product. The chart includes measurements for different parts of the garment, such as length and width.
If you have any questions or need personalised assistance, contact us at ASK@hembe.com.au and we’ll be happy to guide you in selecting the perfect size.
We want you to feel confident and comfortable in your purchase, so please don’t hesitate to reach out.
Our unisex designs prioritise a fit and style that can be comfortably worn by both male and female individuals. When a clothing item is labeled as unisex, it suggests that the sizing, cut, and design elements are intended to be versatile, accommodating and neutral.
We understand that finding the perfect fit is crucial, and we want you to be completely satisfied with your purchase. If you believe you’ve selected the wrong size, we’re happy to assist you with an exchange.
Here’s what you can do:
- Contact Us:Reach out to our customer support team at ORDERS@hembe.com.au as soon as possible. Let us know your order number and the item you would like to exchange.
- Check Availability:Confirm the availability of the desired size in the product you want to exchange. We’ll do our best to reserve it for you.
- Return the Item:Follow the instructions in our return/exchange policy page to return the original item. Make sure it is in its original condition with all tags attached.
- Exchange Process:Once we receive the returned item, we’ll process the exchange and ship the new size to you. You may receive an email notification with tracking information.
Please note that certain conditions and timeframes may apply, so it’s important to review our complete return/exchange policy for more details.
Shipping & Delivery
All orders are shipped from Queensland Australia within 8-10 business days from placing your order. We know this is a little long to wait. We’re definitely working on reducing this processing time as our team grows.
Absolutely! We’re thrilled to offer international shipping to bring our products to customers around the world. Here are some key details:
- Shipping Costs:International shipping costs may vary based on your location and the shipping method chosen. You can view the shipping cost during the checkout process before completing your purchase.
- Duties and Taxes:International customers are responsible for any customs duties, taxes, or fees that may be incurred upon importation. These charges are determined by the destination country’s customs authorities.
- Order Tracking:You will receive a tracking number once your order is shipped. You can use this number to track your order’s journey until it reaches your doorstep.
- Restricted Countries:While we strive to serve customers worldwide, there may be certain countries where shipping is restricted due to legal or logistical reasons. You can check if we ship to your country during the checkout process.
If you have any specific questions about international shipping or need assistance, feel free to contact us at ORDERS@hembe.com.au. We’re here to help you have a smooth shopping experience, no matter where you are located.
Customs or import duties are imposed once the parcel arrives in its destination country. The recipient of the parcel may incur charges for handling fees and taxes during the customs clearance process. It is the responsibility of the recipient to pay these charges. We explicitly disclaim any responsibility for customs and import duty charges.
Regrettably, we have no authority over these charges and cannot provide an estimate of their cost, as customs policies and import duties differ significantly from one country to another. To avoid unexpected charges, we advise contacting your local customs office to inquire about current charges before placing your order. This proactive approach ensures that you are well-informed about potential charges that may arise.
Delivery time is simply processing time, plus shipping time. Processing time for all standard orders is between 8 – 10 business days from the confirmation of your order. Once your order is shipped, you will receive your tracking number and be able to see when your parcel is estimated to arrive.
Here is a guideline of shipping times for different destinations (excluding weekends):
- Australia, New Zealand 5-12 days
- Africa 15-30 days
- Europe 5-20 days
- US, Canada 10-20 days
- International (Other) 15-30 days
We want to keep you informed every step of the way. Once your order is shipped, you will receive a confirmation email with a tracking number and instructions on how to track your package.
To track your order:
- Check Your Email:Look for the shipping confirmation email in your inbox. This email will include a link to the carrier’s website and your unique tracking number.
- Visit the Carrier’s Website:Click on the provided tracking link or visit the carrier’s website directly. Enter your tracking number on their tracking page to get real-time updates on the location and status of your package.
- Stay Informed:Keep an eye on your email for any additional updates or notifications regarding the delivery status of your order.
If you encounter any issues with tracking your order or have further questions, our customer support team is here to assist. Reach out to us at ORDERS@hembe.com.au, and we’ll be happy to help.
Absolutely! Once your order is confirmed and processed, you will receive an order confirmation email that serves as your invoice. This email will include important details such as:
- Order Number:A unique identifier for your order.
- Order Summary:A detailed list of the items you’ve purchased, including quantities and prices.
- Shipping Information:The address to which the order will be shipped.
- Billing Information:The billing address associated with your payment method.
- Payment Details:A breakdown of the total amount paid, including any taxes or shipping fees.
- Payment Confirmation:Confirmation that your payment has been successfully processed.
Returns
You can view our Return Policy here: https://www.hembe.com.au/return-policy/
Email us at ORDERS@hembe.com.au with your order number and the details of the item you want to return. We’ll provide further instructions on how to proceed.
Return Shipping:
- Customers are responsible for the cost of return shipping unless the return is due to a defect or an error on our part.
- We recommend using a trackable shipping service to ensure the safe return of your items.
Regrettably, items bought during a sale or those marked at a discounted rate are non-exchangeable and non-refundable.
If you receive a damaged or incorrect product, please follow these steps to address the issue:
- Contact Customer Support: Reach out to our customer support team immediately upon discovering the issue. You can contact us at ORDERS@hembe.com.au.
- Provide Order Information: Clearly state your order number and provide details about the damaged or wrong product you received. This information helps us locate your order quickly and efficiently.
- Include Photos: Attach clear photos of the damaged or incorrect item. This visual documentation assists us in understanding the issue and expedites the resolution process.
- Wait for Instructions:We will guide you on the next steps. This may involve returning the item, receiving a replacement, or being issued a refund.
- Return Process: If a return is necessary, we will provide instructions on how to return the damaged or wrong product. We may arrange for a return shipping label and provide details on where to send the item.
- Replacement or Refund:Depending on the nature of the issue, you may be eligible for a replacement or a refund. We will work with you to determine the best course of action.
- Timely Reporting: Report the issue as soon as possible. Timely reporting allows us to address the problem promptly and ensures a smoother resolution process.
We apologise for any inconvenience caused and appreciate your cooperation in resolving the issue. Our goal is to provide you with a positive shopping experience, and we are committed to addressing and rectifying any issues with your order.
Still can’t find an answer? Email us or drop us a DM via Instagram or Facebook. We’ll respond as soon as we can.
General Enquiries:
ASK@hembe.com.au
Customers:
ORDERS@hembe.com.au