Orders
How do I track my order?
If your order is scheduled for local delivery (within Melbourne metro), it may not come with a tracking number. In that case, please allow some time for dispatch and delivery.
If you haven't received your item within the expected timeframe, feel free to email us at info@herabathware.com.au and our team will assist you.
For all courier-based deliveries, a tracking number will be provided via email once your order has been shipped. You can use this number to track your delivery on the courier’s website.
Can I modify or cancel my order after it has been placed?
We process orders quickly to ensure fast dispatch. If you need to make changes or cancel your order, please contact us within 24 hours of placing it.
Once your order has been Process / dispatched, we’re unable to modify or cancel it. In such cases, you may request a return after delivery, subject to our return policy.
📦 Please note: cancellations or returns after dispatch may incur a restocking fee of up to 20% of the item value, especially for bulky or special-order items.
Please note, Custom make/Clearance items are not refundable/Returnable
What payment methods do you accept?
We accept a wide range of secure payment methods including:
- Vias, MasterCard,AMEX
- PayPal
- Apple Pay & Google Pay
- Afterpay(Buy Now, Pay Later)
Can I place a custom or special order?
Yes! For custom finishes or bulk project orders, please contact our team. We'll provide quotes and lead time based on your requirements.
Will I receive an order confirmation?
Yes, a confirmation email will be sent right after your purchase. Please check your spam folder if you haven’t received it within 10 minutes.
Shipping
What shipping options do you offer?
- Standard Delivery (typically 2–14 business days depending on your location)
- Express Delivery Please let us know
- Warehouse Pick-up (Melbourne only – contact us to arrange)
Do you ship internationally?
Currently, we only ship within Australia. For international inquiries, feel free to contact us and we may be able to assist with a custom shipping quote.
Can I choose a delivery date/time?
Unfortunately, we cannot guarantee specific delivery time slots. However, we’ll do our best to accommodate requests. Contact us after placing your order.
What happens if I'm not home during delivery?
The courier will leave a card for redelivery or collection at a nearby depot. In some cases, safe drop options may be available.
Returns
Can I return or exchange a product?
Yes, we offer returns and exchanges within 14 days of delivery, provided that:
- original packaging with all components included.
- Items are returned in their original packaging with all components included.
- Return shipping is the customer’s responsibility (unless the product is faulty).
- Custom-made, clearance, or installed items cannot be returned.
📝 All return requests must be submitted within 14 days of the delivery date and approved by our team.
Will and when I receive a full refund?
If your return is approved, you will receive a refund for the item(s) returned. Please note:
- Shipping charges are non-refundable.
- Items returned without original packaging or with signs of damage refund are not acceptable
- clearance items / Custom Make are non-refundable.
Once approved, your refund will return as your payment method less any restocking fee (if applied).
How do I request a return or exchange?
Please contact our customer service team via:
- info@herabathware.com.au
- Include the following details to speed up the process:
Include the following details to speed up the process:
- Order number
- Product Name (s)
- Reason for Return
- Photos/Videos
What if my item is faulty or damaged?
If your product is faulty or has a manufacturing defect, please contact us immediately with:
- A clear description of the issue
- Photos of the fault or damage
- Proof of purchase
Important:
All Hera Bathware products must be installed by a licensed plumber or qualified renovator. Warranty claims without valid installation proof will not be accepted.
What if my order is missing or incorrect?
Please notify us right away. Provide:
- Order number
- Photos of the incorrect/missing item
- Product name and quantity
We’ll resolve the issue as quickly as possible.
Where do I send my return?
Please do not return any products without prior approval. Once your return is approved, we will provide the return address and further instructions.
Still have questions?
Feel free to contact our friendly team. We’re here to help and ensure you have the best experience with Hera Bathware.