GENERAL INFORMATION

Please allow up to 4 business days for your order to be processed. Once shipped, you’ll receive tracking info by email.

If we need to confirm details or help with your order, we’ll contact you via email or text. Please respond quickly to avoid delays.

During busy periods or large promotions, processing times may be longer. Thanks for your patience while we work to get your order to you.

All orders ship via express couriers. Delivery can take up to 7 business days due to possible courier delays.

For international orders, shipping may take 7 or more business days depending on your location.

Need help or need to change your order or shipping info? Email us at hello@wearehsu.com

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ORDER CANCELLATION

Orders can be cancelled within 2 days of purchase. Just email us at hello@wearehsu.com to request cancellation.

Once approved, we’ll issue store credit within 14 days. No fees involved.

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EXCHANGE & STORE CREDIT POLICY

We offer store credit or exchange only. We do not offer refunds, except where required by Australian Consumer Law (e.g., for faulty or misdescribed items).

You have 30 days from receiving your order to request a store credit or exchange. Items must be:

• Unworn and unused

• In original condition with all tags attached

• In original packaging

• Accompanied by proof of purchase

We reserve the right to refuse returns that don’t meet these conditions.

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HOW TO START AN EXCHANGE

Email us at hello@wearehsu.com before sending anything back. If your return is approved, we’ll send return instructions.

Returns sent without approval won’t be accepted.

You are responsible for return shipping costs and risk. We recommend a tracked and insured method; we can’t process exchanges without receiving your item or proof of delivery.

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FAULTY OR INCORRECT ITEMS

If your item is faulty, damaged, or incorrect, please email us immediately upon receiving it. We’ll review the issue and make it right according to your rights under Australian Consumer Law.

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NON-RETURNABLE ITEMS

We do not accept returns or exchanges for:

• Perishable items (e.g. food, plants)

• Custom or personalised products

• Personal care items (e.g. beauty products)

• Flammable or hazardous materials

• Sale items or gift cards

If you’re unsure whether your item is eligible, just ask.

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NEED A DIFFERENT SIZE OR STYLE?

The fastest way to make a change is to request store credit for your return, then place a new order once approved.

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CONTACT US

Have a question? Reach us any time at hello@wearehsu.com

Thanks for shopping with We Are HSU. We stand by every item and aim to make your experience smooth and fair.