Shipping and Returns

Shipping

Shipping is charged at a standard rate, regardless of the weight of your parcel.

We use Fastway Couriers for all deliveries within Australia and international deliveries are through Aramex.

Delivery

We aim to ship all orders within 5 business days (Monday – Friday).

Please note that we cannot take any responsibility for the delay in parcel delivery due to circumstances affecting the delivery companies. If you have any issues or questions with your delivery, please Contact Us.

Safe Drop

Your order will be left in a safe place at your address as determined by our delivery drivers. Please ensure our delivery drivers have safe access to your property. We cannot take responsibility for damaged packages or goods caused by pets once your order has been delivered.

Costs & Delivery Times

Australia – $15
For Australian deliveries, we use Fastway Couriers.

Delivery is free for all orders over $200 within Australia

We aim to dispatch all orders within 5 business day from the date of the order and the standard delivery time from date of dispatch is 3-5 business days. Note this could be longer for WA customers. Please note that this is an estimate only; please use the tracking ID provided via email to track your parcel with the carrier company directly. Please note, these estimates are based on deliveries within the metro area of Australian capital cities. Country delivery times may differ.

International – $30
International orders generally take 7-10 business days from date of dispatch.

Transit times are a guide only, are shown in business days and do not include the day of tender, or any national holidays. Transit days do not include Customs clearance procedures. Transit times may vary due to restriction on transport availability.

Can I track my order?

A tracking number will be emailed to you when your parcel is sent. Please Contact Us to confirm your tracking details if you have not received tracking details within 2 business days.

Can I change Delivery Address?

No. Once you place your order, it is automatically inputted into our system so updates are not possible. Please take as much care as possible when entering your address.

What if my delivery is delayed or lost?

If you feel as though your parcel has taken longer than you thought to arrive, or if you believe it is lost/missing, please Contact Us. Our team will do its best to get in touch with the courier company to investigate the situation. In some instances, it may be easier for you to get in touch with the courier company if you know the tracking details. However, our goal will be to ensure you receive the items you paid for.

If a delivery driver deems the address safe, they will use “Safe Drop” to leave the parcel. If you think this may be an issue, please contact us as soon as your order is placed so we can make a note that a signature is required.

Can I have order delivered to an address different to my billing address?

Yes. Simply add an additional address during checkout.

Can I pickup my order from the Hawks office at The Snakepit?

Yes, you will be notified when your order is ready for pick up from Hawks HQ.

Returns

We understand that repairs, exchanges and refunds maybe required. If you are not satisfied with your purchase or you simply change your mind, you may return it within 14 days from the date of purchase for a full refund or exchange, providing the following is met:

  •  Original proof of purchase, a receipt, is supplied,
  •  Goods are in unworn/unused original condition with all original tags still attached,
  •  Goods are returned within 14 days of purchase.

You can choose between a refund or exchange where goods are faulty or different from the description listed.

When choosing to return an item, please note the following;

  • Products that are returned as faulty will be assessed by an Illawarra Hawks staff member before any exchange can be actioned.
  • Illawarra Hawks cannot be held accountable for returned goods that are lost in transit. We suggest that these are packed appropriately and sent via registered post.
  • Illawarra Hawks Management reserves the right to refuse a refund in accordance with this policy.

Please also note that no refunds will be given for any personalised item, not limited to, but including jerseys. Clearance items are not exchangeable, and all sales on these items are final.

To return your goods for a refund or exchange please make sure the following is adhered to;

  • Return and Exchanges form is filled out in full (Download Returns and Exchanges form).
  • Original receipt or invoice is provided at the time of refund or exchange.
  • Item is brought back to the Illawarra Hawks.
  • Item can alternatively be sent to the attention of Illawarra Hawks Merchandise, PO Box 783, Gwynneville NSW 2500 Australia.

If choosing to send your goods back for an exchange or refund, please note that this is at the cost of the original customer where items are a change of mind. Once received, a staff member will then be in contact with you to arrange the return or exchange.

What if my item is damaged or faulty?
In the unlikely event that you receive an item that is faulty or damaged, please contact us at (02) 4229 7722 or merchandise@hawks.com.au before you send back your item.

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