1. Ordering Hideaway Products
Your details: Everyone is allowed one customer account, but you have to be 18 or over to do so. By placing an order on our website, you guarantee to us that you are at least 18 years of age. You agree to provide the following:
- Your real name
- Your e-mail address
- Your billing address
- A delivery address (this maybe the same as your billing address)
- A contact phone number (in case we need to speak to you about your order)
The process: All orders are online via our website. We don’t take phone orders. If technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this as quickly as we can. After placing your order, you will receive an automated acknowledgement. Once you are ready to check out, you will be directed to the shipping confirmation page where you can select the type of delivery, and the delivery and/or billing addresses. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.
1b. Pre-Ordering Hideaway Products
A pre-order is an order placed for an item which has not yet been released, however an allocation for stock is available for purchase. It is the customer's responsibility to read and understand the terms & Conditions of the pre-order process.
When you pre-order an item from HideAWAY it is reserved exclusively for you. Your card is charged when the order is placed so your item can be put into production and dispatched to you as soon as available. Anything with a later shipping date or release date is considered a pre-order.
Please note that we do our best to specify on the date when a pre-ordered item arrives, and will offer our most specific estimate dates. This is due to the production schedules and sometimes an item may be available slightly before or after the advised date.
Please note when ordering a 'pre-order' item, we ask that you check out and pay for the order separately to other items you would like to purchase.
This will allow us to ship your other non pre-order items straight away. If you do have additional products included in the order with your pre-order item, please be aware that your full order will be sent after the arrival date of your pre-ordered item.
Discount codes are not eligible to be used on pre-ordered items. If you have any questions at all please contact us here firstname.lastname@example.org and we will be happy to assist in answering any questions you may have.
Dispatch: We aim to dispatch your order within 3 working days but in times of heavy volumes may need 7-10 days to process.
Delivery Options: We offer you a range of delivery options for your products. Our delivery options are:
- Australia Post Express Parcels
- Australia Post Regular Parcels
- Australia Post Pack and Track
- Australia Post Express Post International
- Flat Rate Only - During Sale Periods for select regions
International customers please note that you will also be issued with a shipping number. The purchaser is responsible for ensuring their purchases meet customs regulations for their country. HideAWAY will not be responsible for customs duty charged or refusal of entry.
Additional Services: If you require additional services to the standard services provided by Australia Post such as insurance or a signature on delivery, you will need to advise us in the ‘comments’ field of your order. Costs for these additional services will be invoiced to you with your order.
Tracking Numbers: Will be issued via email by the Hideaway Team as part of the processing of your order and can be viewed at by clicking on the link provided.
Processing Time: Please note that Australia Post offer EXPRESS postage which means that the transit time of your parcel from our warehouse to you is quicker (once processing is complete). However, please understand that choosing EXPRESS postage does not mean the processing time will be quicker. In busy times, or if you select custom items, the processing of your order can take up to 10 business days. Please also allow for weekends when the Post Office is closed so we can’t drop your parcel off.
Responsibility: Once the goods have been accepted for delivery by Australia Post that we cannot be responsible for the delivery. Please ensure that the shipping address you provide is complete & accurate. We cannot take any responsibility for incorrect entry of address details. The customer is liable for any additional shipping cost incurred by us due to incorrect address details provided.
Split Delivery: We do not offer Split Delivery, however sometimes orders might be sent in split shipments depending on stock restrictions.
Events beyond Our Control: We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
- Strikes or other industrial action.
- Civil commotion, terrorism or threat of, war or threat or preparation for.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies.
- Disruption to public or private telecommunications networks.
Customs and Border Control: Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
Free Shipping: Free Shipping will be promoted from time to time. Code cannot be used with other codes. One use per customer. Limited by Location. Cannot be used on some products.
3. The Contract
When we confirm acceptance of your order by confirming the products have been dispatched, a legally binding contract will exist between us. If we do not confirm acceptance, we will refund your payment.
Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order. Additionally we reserve the right to cancel an order at any time before dispatch for any reason.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
By ordering from our website, you agree not to commercially resell any of our products without express written permission from us.
Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
5. Payment and Security
Payment Method: Payment is via PayPal, Afterpay, Stripe, Zip, LayBuy, VISA.
Secure Information: We do not store your credit card details at any time so consumer confidence and satisfaction is assured.
We recognize that protection and safety of information relating to your credit card is very important. Therefore, we provide you with a very safe and stress-free online shopping experience.
As stated on our website, our prices are in Australian Dollars ($AUD) and GST is charged. You will be charged in Australian Dollars even if you don’t live in Australia. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Please note that any advertised special offers are subject to availability and may end before originally advertised.
International Orders: Products delivered to destinations outside of Australia may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in the destination country before ordering products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside of Australia. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
hideAWAY reserves the right to change prices on our website without prior notification
7. Gift Cards
hideAWAY may offer electronic Gift Cards from time to time. We reserve the right to retract Gift Cards from sale at any point in time. The terms and conditions of Hideaway Gift Cards are intended to protect both you and Hideaway and are applicable to both the purchaser and the receiver from the time of purchase until the time of expiry of the card. We are unable to extend beyond the expiry date (one year from the date of purchase). When purchasing on www.hideaway.online, Gift Cards are recognised as a free service and do not constitute a purchase of goods or services with a retail price, therefore they do not include GST and are not subject to any discounts. Any amount purchased on a Gift Card in an online transaction will not contribute to free shipping, discounts or other promotional qualification amount unless stated otherwise in the relevant promotional Terms and Conditions.
The value placed on a Hideaway Gift Card cannot be redeemed to place value on a new Hideaway Gift Card. Gift Card purchase amounts are as stated on the website www.hideaway.online. Amounts deposited to a Hideaway Gift Card are in Australian Dollars (AUD) and can only be redeemed in Australian Dollars (AUD). Any amount above $500 AUD is subject to identity verification. We cannot accept cancellations on gift cards once payment has been processed. Gift cards are not refundable either in part or full and are not redeemable for cash.
8. Cancellations, Order Combination and Returns
Cancellations: We aim to dispatch orders within 3 working days, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do wish to cancel an order, you must advise us urgently via email to email@example.com. If you would like to change anything about an order you must also contact us urgently via email to avoid having to pay for delivery again. Please choose carefully. We cannot be held responsible if you change your mind.
Combined Orders : If you make two purchases within 24 hours and the first order has not already been shipped, we MAY be able to combine the orders and refund some of the shipping cost. Please email firstname.lastname@example.org as soon as possible to request this. We do not guarantee this will be possible, only that we will try. If we are able to combine please note that the combination of Australian orders to over $100 will not qualify for free shipping but we will refund as appropriate to the shipping cost for the combined parcel.
Returns: As our products are of a personal care nature we do not accept returns or exchanges of opened, and/or used soap, so please choose carefully. If you wish to return your unopened soap it must be returned within 14 days, with undamaged packaging. The customer will be liable for the cost of return shipping. Our address for returns is;
Unit 4/36 Central Drive, Burleigh Heads, 4220 QLD AUSTRALIA
Damaged/Faulty Parcels: We're very sorry if the Hideaway products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en-route to your house. We also very very occasionally may make a product that is faulty (please be understanding as we are all aiming to provide 100% all the time, but we are human and not making things in a factory style) If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us.
Nothing in these Terms and Conditions affects your statutory rights.
The information published on this website, both written words and images, are intended for information only and is not intended to be considered 'advice', whether medical or cosmetic.
Please be aware that as each bar of soap is handmade and hand cut, variations in colour, pattern, texture, weight, and scent may occur. These issues will not impact on the quality of the soap in any way. We reserve the right to change the pattern or colouring of any soap.
If you have sensitive skin or allergies you should read the ingredient list provided with each type of soap, to ensure suitability. If you are unsure if the soap is right for you, please don't hesitate to contact us to talk about your needs. As with all personal care items it is advisable to do a patch test of the products before use.
We may vary these terms from time to time. If we do, we will replace these terms on our website with our new terms.
While you are using this site, and during the ordering process, any information and data collected from you will be used solely for the purpose of processing you order and improving our service to you. We will never sell on or disclose information to any third party whatsoever. Any information passed through this website is passed through a secure connection on the internet. If a customer wishes for their information to be removed from our database, this should be requested in writing to:
Unit 4/36 Central Drive, Burleigh Heads, 4220 QLD AUSTRALIA
12. Use of Website
Hideaway will present information and content on this website including, but not limited to, articles, opinions, statistics, product information, photographs, graphics, videos and audio files, as well as user generated content (collectively content). This content is general and provided for information purposes only. The content should not be regarded as advice, including legal or medical advice. And while full care is taken in the preparation of the website’s content, Hideaway cannot guarantee accuracy, currency or completeness of the content on this website. The information on this website should not be used without verifying it with appropriate sources or obtaining professional advice. Our website may include links to websites owned by other parties. We are not responsible for the material contained on these websites or responsible for their availability and we cannot be held responsible for any damage, loss or offence that may be caused by visiting these sites.
Copyright exists in the website (www.hideaway.online) and includes and extends to all text, images, graphics, photographs, designs, logos, icons, videos, audios and recordings, words, phrases, proprietary pages and product names referred to and included in the website unless otherwise obtained from a third party who may itself have its own copyright in that material.
All copyrights, trademarks and other intellectual property rights in the design, layout, wording and concepts of this website are reserved to hideAWAY. Any copying of the design, layout, wording, concepts or other unauthorised use will infringe our rights.
Trade marks, copyrights, brand names, product and company names related to the products appearing on this website are the property of their respective owners. hideAWAY does not claim to own any of these trademarks, copyrights, brands or product names nor does it claim that hideAWAY is related to, endorsed by, or in any other way connected or associated with the respective owners and/or their related companies and agents.
14. Intellectual Property
Intellectual property means all our proprietary rights and interests including but not limited to all intellectual or industrial property whether registered, or unregistered, non-existing or coming into existence in the future in connection with or related to or otherwise created, invented, designed or otherwise owned by us, as referred to in these terms and conditions as varied from time to time and without limitation includes copyright, trademarks, designs, patents, character names, writings, digital content, business names, inventions, ideas, symbols, artwork, confidential information and without limitation includes copyright, trademarks, designs, patents, character names, writings, digital content, business names, inventions, ideas, symbols, artwork, confidential information and moral rights as defined in the Copyright Act (1996, Commonwealth Law) and under the law of a country other than Australia.
15. Governing Law
These Terms and Conditions are governed by the laws of Queensland, Australia and you agree to the non-exclusive jurisdiction of the Courts of that jurisdiction and any appeals from those Courts.
16. Product Reviews on our Website
hideAWAY reserves the right to moderate & remove product reviews on our Website.
As per ACCC Guidelines: "The removal of review content is a regular feature of consumer review platforms and is warranted where it prevents fake, offensive, defamatory or irrelevant reviews from being published. Deleting or hiding reviews suspected of being fake or reviews which are offensive, defamatory or irrelevant is not misleading as consumer review platform users anticipate limited
removals to improve the quality of reviews." Our policy is to moderate and remove reviews that fall into the above categories, as well we moderate and remove reviews that are not from confirmed purchasers. There might be a delay between when a customer posts a review and when the review is publicly displayed due to this moderation system.
By reviewing a product on our website, or for any content that you submit, you grant hideAWAY a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.
Our review system includes an incentivised system called "LOOX - Photo Reviews". The incentive is a 10% discount IF the customer provides a photo along with their review. There is no incentive for the customer to give us a certain rating / positive review. We encourage customers to write a review that reflects their genuine experience with the product, be they positive or negative.
17. Competitions or Giveaways
Weekly Competitions: Our "Weekly Competitions" are run through Facebook Messenger, Instagram and Facebook every Tuesday and run for a full week (7 days). Our "Weekly Competitions" are guided by ACCC guidelines regarding Prize Giveaways and competitions.
Winners of each competition are then drawn every Tuesday (latest C.O.B) and notified via our social media platforms where possible (keeping customer privacy intact) as well as via e-mail. We then ship the prize out to the address provided to us by the customer. Customers are free to unsubscribe from our competition messaging at any time.
The details of the prize (what the winners will receive) are listed and pictured directly within the message. Our competitions are in no way affiliated with Facebook or Instagram.
a) Entire agreement: These Terms and Conditions form the entire agreement between us and you in relation to the website and your use of it.
b) Waiver: Any failure or delay on our part to exercise a power or right we have under these Terms and Conditions (unless in writing to you) does not amount to a waiver of that power or right and will not preclude our entitlement to exercise that power or right at a later date.