Frequently Asked Questions

Due to the high volume of orders we are receiving, it will take 1-2 business days to process your order. Orders placed after this time on a Friday will be shipped on Monday morning. Orders placed on Saturday and Sunday will be packed on Monday or Tuesday. Thank you for understanding our busy sales periods. We do our best to quickly fulfil your orders as soon as possible.

We know you want your order to arrive quickly, so once an order is placed, we initiate prompt processing. Unfortunately, this means we're unable to accommodate cancellations or modifications, such as:

• Cancelling orders or specific items
• Changing billing or shipping addresses
• Changing payment or shipping methods
• Adjusting colour/size of items
• Adding or removing items
• Modifying or applying discount codes
• Adding or removing gift cards

Should you decide not to keep your order, you can initiate a return after delivery. Click here to review our return policy and proceed with the return process.

Once your order leaves our warehouse, you will receive an email with tracking details. You can also use this detail to track your order via our shipping partners.

For deliveries within Australia: https://auspost.com.au/mypost/track/#/search

Once your order is dispatched, you will receive a shipping confirmation and tracking details via email. The courier service is responsible for the delivery once it leaves our warehouse. We work closely with our shipping partners to ensure your orders are delivered but delays can occur outside of our control.

Your order usually takes 2-10 business days to arrive once it leaves our warehouse. We ask for your understanding as shipping may delay during certain times.

We are truly sorry if this has happened to your parcel! While everyone is doing their best to get your order delivered to you, parcels can seldomly go missing. Once your order is received by the postal service, Heychic has no direct control over the delivery process. Please kindly contact Australia Post to lodge a case, so they can investigate this for you. If you require any further assistance, please do not hesitate to contact us at customercare@heychic.com.au and we will do our best to help.

Before you lodge a return, here are some important information you should know:

1. Returns are accepted 30 days from the date of purchase;

2. Sales items are subject to additional return requirements;

3. Due to hygiene reasons, swimwear, bodysuits, jewellery, hair accessories, and eyewear accessories are not accepted for return.

Please refer to our website for our return policy. The return policy contains additional information that may be important to you.

Please kindly follow the instructions below to lodge your return:

1. Visit our returns portal by clicking here.

2. Click "Start Your Return" and enter your order number and email address.

3. The portal will generate a return label for you. Please print and attach the label to the parcel bag.

4. You can use the Heychic parcel bag or any other suitable bag for returning the items.

5. Upon receiving your return parcel and verifying the items are unworn, undamaged, unmarked, with all tags attached, we will provide you with a store credit note to spend on another item via email.

To save your time and reach our support quickly, please follow below steps:

1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members

2/ Capture screenshot or video for the issue you get.

3/ Specify which template and version you are using.

4/ Describe clearly how to reproduce the issue.

5/ Submit a support ticket at here: https://halosoft.ticksy.com/. Our support team will get back to you soonest, please help us to wait.

If you have received a wrong/faulty item, please contact us immediately with your order number and clear photos of the wrong/faulty item via customercare@heychic.com.au

Upon receiving your return parcel and verifying the items are unworn, undamaged, unmarked, with all tags attached, we will provide you with a store credit note to spend on another item. This is our process for item exchange. 

Due to the high volume of orders and requests received, it is hard for us to save “exchange products” for individual customers. Please use your credit note to purchase your desired item or size in a new order. This way, our customers are not limited to only exchanging sizes, but can choose from any item within the store, subject to availability. We thank you for your understanding!