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Help & FAQ

Shopping
Do I need to create an account to shop online?

No, you can checkout as a guest. We recommend that customers create an account so you don’t have to enter your details every time you shop with us. You’ll also have access to many benefits such as special discount codes, voting for up and coming products, and interacting within our community.

How do I reset the password for my account?

To reset your password, click the ‘Forgot your password’ link. Enter your email address, click submit and you will receive an email to reset your password.

How do I change the details in my account?

Log in to ‘My Account’. Select the ‘My Account’ icon in the top right corner of the website. You can then edit your account details. We recommend checking your details are correct before placing an order.

Do you restock products that have sold out?

Yes. Our best selling items will be continuously restocked. However, some items may be discontinued. Please contact us if you have a question about a specific product.

Can I modify or cancel my order once it’s been placed?

No. Unfortunately due to quick processing we are unable to ammend/alter an order once it has been confirmed. Please make sure your order is correct before purchasing.

Do you offer gift wrapping?

Surprising someone with a Coelihack item is a great gift idea! You can nominate to have the order delivered to the individual by changing the shipping address at checkout. You can select to have the order gift wrapped and/or with a customised card containing your personal message. Please note, all invoices are sent out with the parcel.

Who do I contact if I’m having website or online payment issues?

Please email us on support@coelihack.com

Shipping & delivery
How much does shipping cost?

Shipping prices are calculated based on package size, weight, and destination. This will be calculated at checkout before you purchase your items. Domestic parcels start at $7.75 and international parcels start at $18.95.

How long will my items take to arrive?

Domestic
Perth | 1-2 working days
Rest of Australia | 3-10 working days

International
Zone 1 New Zealand | 4-6 working days
Zone 2 North America, Western Europe, Asia and the Pacific | 6-13 working days
Zone 3 Rest of the world | 10-15 working days

Visit www.sendle.com for a full list of countries serviced.

What shipping service do you use?

We ship our items via Sendle, a 100% carbon-neutral delivery service.

How can I track my order?

You will receive a Shipment Confirmation email once your order has been shipped. This will contain your tracking number(s). If your product has not arrived within the estimated time frame, you can track your order using the tracking number provided.

Do you ship to P.O boxes?

Unfortunately, we are unable to ship to P.O boxes. A physical street address is required for all Sendle deliveries as a signature is required upon delivery.

Returns & refunds
Do you exchange items?

Yes! If you change your mind, or require a different size or colour of the item, we’re happy to exchange it. To be eligible for an exchange your item must be unused and in the same condition that you received it. Your item must be in the original packaging and needs to have the receipt or proof of purchase.

Do you refund items?

Yes. We will refund faulty or incorrect items. To be eligible for a return your item must be unused and in the same condition that you received it. Your item must be in the original packaging and needs to have the receipt or proof of purchase.

How long do I have to return my items?

You have 30 days to return or exchange an item from the date you received it.

How do I return an item?

A returns sheet is provided with each order containing instructions that must be followed in order to receive a refund.

You will be responsible for paying for your own shipping costs for returning your item to Coelihack. Shipping costs are non refundable. We recommend returning items through traceable mail, as any returned items that are not received by Coelihack, or that are lost in transit will not be issued a refund.

All orders should be returned to the address below:

Coelihack
P.O. Box 2022
Warwick, WA 6024
Australia

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund or exchange after inspecting the item.

We reserve the right to deny a refund or exchange if items are returned used, soiled, worn or damaged in any way, and they will be returned to the sender. You will be notified via email if your returned item is not suitable for a refund or exchange.

What should I do if the item is faulty or incorrect?

If you were sent the wrong order or a faulty item please notify us immediately. Please quote your order number and state the fault or incorrect item. We will send you the correct item upon receipt of proof that you have sent back the incorrect or faulty item. Please ensure the receipt for return postage to Coelihack is enclosed so that this cost may be reimbursed with your refund.

What happens if I send my items back outside the refund period?

We reserve the right to deny a refund or exchange if items are returned used, soiled, worn or damaged in any way, or outside the 30 day return period. These items will be returned to the sender.

What if my return parcel is lost?

We recommend returning items through traceable mail, as any returned items that are not received by Coelihack, or that are lost in transit will not be issued a refund or exchange.

How long will it take for my refund to be processed?

Please allow five business days for a refund to be processed from the date that the returned item is received by Coelihack. You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

What if the refund amount is incorrect?

If you believe you have been incorrectly refunded, please contact us on support@coelihack.com and we will be happy to assist you.

Will my refund include shipping charges?

You will be responsible for paying for your own shipping costs for returning or exchanging your items to Coelihack. Shipping costs are non refundable.

If the item is faulty or incorrect, we will reimburse the shipping charges. Please ensure the receipt for return postage to Coelihack is enclosed with your item.

Where can I find the return form?

Your return form is enclosed in your parcel. Please contact us at support@coelihack.com if you have lost it or require a new one.

Payment
What payment methods do you accept?

We accept Visa and Mastercard credit/debit cards. You may also use your PayPal account to make your purchase.

What do I do if I’ve been overcharged?

No need to worry. If it is a bank issue, it should be resolved within 3-5 business days. However, if the charge persists for longer, please don’t hesitate to contact us on support@coelihack.com with an image from your bank statement and your order number.

What do I do if my payment is declined?

If your payment has been declined, it may be because you have insuffient funds, or have incorrectly entered your payment details. If you are certain that neither of these are the problem, please try using another payment method before contacting us on support@coelihack.com

Do you offer gift cards?

Unfortunately at this stage we are not offering gift cards. However, this is something we may introduce in the future.

What currency does Coelihack use?

All prices are displayed in Australian Dollars (AUD).

How do you ensure my credit card and personal details are kept private?

Coelihack takes measures to ensure your credit card and personal details are kept secure. We use EV Secure Socket Layer (SSL) technology. This certificate encrypts all your information to keep it private.

Wholesale & Collaborations
Does Coelihack offer wholesale to shops?

Yes. Coelihack offers wholesale to approved stores. Please contact us on wholesale@coelihack.com to discuss this further.

Can Coelihack collaborate with other brands to create specialised products?

Yes. We would love to collaborate with you to create specialised products for your brand. For example, we can create co-branded aprons and tea-towels for use in your cafe or restaurant. We look forward to working with you! Contact our design team on design@coelihack.com.