Changed your mind

Everything we make is personal care, so once a product has left us we cannot take it back and resell it. That means no returns or exchanges for change of mind, and none on opened or used products.

We know that is a big ask on fragrance, which is exactly why the 10ml sizes exist. Try a scent for $10 before you commit to a full bottle.

Faulty, damaged or just plain wrong

Different story. If your order turns up broken, leaking, faulty, or it is simply not what you ordered, we fix it.

Email orders@hideaway.online within 30 days of getting your order, include your order number and a photo of the problem, and we will replace it or refund it. If we need the item sent back, we cover the postage and we will give you the return address at that point. Please do not post anything back before you have heard from us.

Cancelling or changing an order

If you need to cancel or change an order, email us urgently at orders@hideaway.online. We will do what we can, but once an order has been picked and packed we cannot pull it back.

Refunds

Once a refund is approved it goes back to your original payment method. Give your bank up to ten business days to actually show it, because that part is out of our hands.

Your rights under Australian Consumer Law

Nothing on this page takes away your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded. If something is faulty you are entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage.

Still stuck

Email orders@hideaway.online. A human reads it.