Help & Customer Service

We're a small online store run from Australia (Hush & Hearth is a trading name of Mitchell Parker · ABN 74 423 469 200) and we answer every message ourselves. If anything isn't right, we'll make it right.

Contact us

Please include your order number (it starts with #) so we can help faster.

Orders and tracking

  • Orders are prepared and dispatched within 1–3 business days.
  • After dispatch: Australia 7–14 business days, New Zealand 8–16, USA 10–20, Canada 12–22. Remote and regional areas can take a little longer.
  • When your order ships we email you a tracking link. You can also see your order any time under My account.
  • If your order hasn't arrived within 20 business days of dispatch (25 for NZ, USA, Canada), email us with your order number and we'll sort it out.

Shipping

  • Items in one order may arrive in separate parcels.
  • Where it ships from: our overseas supplier warehouses (mainly China), by tracked international post. We're an online-only store run from Australia.
  • Processing: orders are prepared and dispatched within 1–3 business days.
  • Delivery after dispatch: Australia 7–14 business days · New Zealand 8–16 · USA 10–20 · Canada 12–22. Remote and regional areas can take a little longer.
  • Cost: Australia: free on every order · New Zealand: NZ$14.95, free on orders over NZ$150 · USA: US$19.95, free on orders over US$100 · Canada: C$24.95, free on orders over C$130.
  • Where we ship: Australia, New Zealand, the USA and Canada.

Full details: Shipping policy.

Changing or cancelling an order

Email us as soon as possible. If your order hasn't been dispatched yet, we can change the size or colour, update the address, or cancel it for a full refund.

Returns and exchanges

  • 30-day returns. Change your mind? Return unused items in their original packaging within 30 days of delivery for a refund or exchange. Slippers and socks must be unworn.
  • Email hello@hushandhearth.com with your order number and the items you'd like to return. We reply within 1–2 business days with the return address and instructions.
  • Return postage for change-of-mind returns is paid by you.
  • Once your return arrives and is checked, we refund your original payment method within 5–7 business days.

Full details: Returns and refunds policy.

Faulty, damaged or wrong items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If something arrives faulty, damaged or isn't what you ordered, email us a photo and we'll offer a repair, replacement or refund, and cover the postage. This applies regardless of the 30-day change-of-mind window.

Care and sizing

Cotton throws: machine wash cold on a gentle cycle and line dry in the shade. Slippers: spot clean with a damp cloth and air dry. For slipper sizes, see our size guide.

Payments

  • We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay.
  • Prices are in AUD for Australia, and NZD, USD or CAD for New Zealand, the USA and Canada. Checkout is secured by Shopify.

Gift cards

Policies