Questions about a specific scent or formula live on the product page itself, under the product description. Below are the ones about orders, delivery and getting things sorted.

Orders and delivery

How much is shipping?
Standard shipping is $12.95 under 1kg, $14.95 for 1kg to 3kg and $16.95 over 3kg. Express is $20.00 flat. Spend $150 or more and standard shipping is free, applied automatically. Full detail on the shipping page.

Where is my order?
You will get an order confirmation email straight away, then a second email with tracking once your parcel leaves us. If the tracking email has not arrived and you think it should have, email orders@hideaway.online with your order number.

Can I change or cancel my order?
Email us urgently at orders@hideaway.online. We will do what we can, but once it is picked and packed we cannot pull it back.

Part of my order is missing.
Sometimes an order ships in more than one parcel. If you have not heard from us about a split delivery, send your order number to orders@hideaway.online and we will look into it.

My order arrived damaged or faulty.
Send a photo and your order number to orders@hideaway.online within 30 days and we will replace it or refund it. See the returns page.

Can I pick up from you instead of paying postage?
Sorry, no. We cannot have customers on site.

Returns

Can I return something because I changed my mind?
No. Everything we make is personal care, so once it has left us we cannot resell it. That is why the 10ml sizes exist, so you can try a scent for $10 before committing to a full bottle. Faulty, damaged and wrong items are a different story and we sort those out. Full detail on the returns page.

About the products

Are your scents copies of designer fragrances?
No. They are inspired by. We build our own blends to sit close to scents you already know and love, at a fraction of the price. We are not affiliated with any of the houses we reference, and we never claim to be them.

Where are hideaway. products made?
Handmade by us in Burleigh Heads on the Gold Coast.

Are they vegan and cruelty free?
Yes, across the range.

My product does not smell quite like last time.
We hand make and hand pot everything, so batches vary a little. Fragrance also sits differently on different skin depending on your natural oils. If you think something is genuinely off, email orders@hideaway.online.

Is it suitable for sensitive skin?
Plenty of customers with dry, itchy or sensitive skin get on well with our products, but we cannot promise any given formula will suit you. Patch test first, and read the ingredients list on the product page. If irritation happens, stop using it.

Can I use these while pregnant?
Generally yes. If you have any concerns, take the ingredients list from the product page to your doctor.

Are they safe for children?
We do not recommend our products for children under three. If a child swallows some, ring the Poisons Information Centre on 13 11 26.

When will a sold out scent come back?
We restock constantly but we cannot promise a date. Hit "email when available" on the product page and you will be first to know.

Anything else

Do you do wholesale?
We do. Head to Become A Stockist.

I need to talk to a human.
orders@hideaway.online, or the contact page.