How we fulfil your order
At Hazel's Copper, orders are prepared and shipped with care to be delivered directly to your door. This includes complimentary tracked delivery on all eligible orders across Australia.
Processing Time
Orders are processed and prepared for shipment within 1โ2 business days. Once your package has been dispatched, you will receive an automated confirmation email containing your personal tracking details within 24 hours of your order.
Delivery Time
The average delivery time is 3โ9 business days, depending on your specific location within Australia. During peak holiday periods, severe weather conditions, or courier volume spikes, shipping may take slightly longer. We appreciate your patience and are committed to keeping you informed every step of the way.
Tracking
Every shipment includes comprehensive Track & Trace. You will receive your tracking link via email within 24 hours of your order being placed.
Shipping Costs
We offer free standard shipping on all orders over $50 AUD. A flat rate of $7.50 AUD applies to orders under $50 AUD, delivered via Australia Post.
Customs & Import Duties
For domestic orders within Australia, no customs duties apply. For any international shipments, if applicable, local customs duties, import tariffs, or regional taxes may apply upon entry. These charges, if levied, are the sole responsibility of the customer.
Order Cancellations
Because we aim to dispatch orders as quickly as possible, cancellations can only be requested within 24 hours of placing your order. To request a cancellation, please contact us immediately at info@hazelscopper.comย with the subject line: CANCEL โ [Your Order Number].
Once the 24-hour window has passed, your order will have entered our fulfillment pipeline and can no longer be halted. In this event, our standard 30-day money-back guarantee will apply once the package is delivered to your address.
Responsibility During Shipping
- Once transit tracking officially confirms a package has been successfully delivered to the provided address, ownership and responsibility transfer to the customer.
- Please carefully verify your shipping address at checkout. Any address corrections must be submitted to us within 24 hours of purchase.
- Customers who purchase our optional Order Protection at checkout may be eligible to file an expedited claim for transit issues. See our full terms below.
Questions?
Contact us anytime via info@hazelscopper.com โ our support team is available MondayโFriday, 9:00 AM โ 6:00 PM (AEST) and SaturdayโSunday, 10:00 AM โ 5:00 PM (AEST).
Order Protection
What is covered
Order Protection covers the following specific scenarios when valid evidence is submitted:
- Packages officially declared lost by the shipping carrier, or showing no tracking movement after the estimated delivery window has fully elapsed.
- Packages delivered in a visibly damaged physical state that has directly impacted the condition of the items inside.
What is not covered
Order Protection does not cover:
- Packages successfully scanned as "delivered" by the carrier, unless a formal carrier investigation report proves non-delivery.
- Standard delivery delays caused by customs backlog, severe weather anomalies, national holidays, or carrier capacity constraints.
- Inaccurate, incomplete, or invalid delivery addresses submitted at checkout.
- Shipments refused by the recipient at the time of delivery.
- Loss, theft, or damage occurring post-delivery.
- Claims filed more than 14 days after the estimated delivery date indicated on your tracking page.
- Orders where Order Protection was opted-out or not successfully purchased at checkout.
- Multiple claims submitted by the same customer within any single 6-month period.
How to File a Claim
To submit an Order Protection claim, please email us at info@hazelscopper.comย with the subject line: CLAIM โ [Your Order Number]
To process your claim, your email must include:
- Your original order number.
- A clear, objective description of the delivery issue.
- Photographic or screenshot evidence attached directly to the email.
- Your official carrier inquiry reference number (if applicable).
Please note that all claims must be filed within 14 days of the estimated delivery date. Claims received outside of this timeframe are ineligible for review.
Evidence Requirements
We require objective documentation to process and validate all claims.
Non-Delivery Claims
- A screenshot of your official tracking page showing the current inactive transit status.
- A valid carrier loss investigation reference number (see instructions below).
Damage Claims
- Clear, high-resolution photos of the damaged item(s).
- A clear photo of the original shipping package (showing the label and outer box/mailer as received).
- Both photos must be submitted together. We are unable to approve damage claims without photos of the original outer packaging.
To open a formal Australia Post inquiry, please contact Australia Post Customer Service directly at 13 76 78. Provide them with your tracking number, request a formal trace investigation, and ensure you include the provided inquiry reference number in your claim email to us.
Claim Review Process
All claims undergo manual verification by our support desk. Upon submission, you will receive an acknowledgment within 1โ2 business days. Our structured review includes:
- Verifying the claim was initiated within the strict 14-day eligibility window.
- Evaluating all submitted documentation and evidence.
- Cross-referencing transit carrier data.
- Assessing the claim against our strict coverage parameters.
We reserve the right to request additional clarifying documentation. If requested, you will have 5 business days to reply. Failure to respond within this timeframe will result in the automatic closure of your claim. Most claims are fully resolved within 3โ7 business days once all required documents are received.
Claim Outcomes
Approved claims will be resolved through one of the following methods, at our sole discretion:
- A digital store credit issued directly to your account.
- A complimentary reshipment of the original item(s), subject to stock availability.
Please note that cash refunds are not issued under the Order Protection program. The Order Protection service fee itself is non-refundable once the order has been processed and dispatched from our facilities.
Claim Denials
If a claim does not align with our coverage terms, we will provide a detailed explanation via email. Common reasons for denial include:
- Submitting the claim outside of the 14-day window.
- Providing insufficient, blurred, or missing photographic evidence.
- A carrier status of "delivered" without a supporting official carrier investigation report.
- An incorrect or incomplete address entered at checkout.
- An existing claim on record within the prior 6-month period.
If you have obtained new, supporting documentation after a denial, you may submit a one-time appeal within 5 business days of the denial notice.
Important Notes
Order Protection is an independent, discretionary service program provided by Hazel's Copper. It does not constitute an insurance product or policy. All claims are subject to manual validation and approval based on the terms established herein.
By adding Order Protection to your purchase at checkout, you acknowledge that you have read, understood, and agreed to these program terms.
Hazel's Copper reserves the right to modify these terms at any time. The terms active at the exact time of your purchase will apply to your order.
Questions About Your Claim?
Feel free to reach out to our dedicated helpdesk at info@hazelscopper.comย โ we aim to respond to all inquiries within 1โ2 business days.
Emma R.
