Hush Store Shipping, Delivery & Returns Policy

Last updated: 06/11/25

Thank you for shopping with Hush Store. This combined policy explains how shipping works, how our suppliers dispatch orders, delivery timeframes, and how returns are handled under the Australian Consumer Law (ACL). For any questions, contact us at orders@hushstore.com.au.

1) About Our Shipping Model

Hush Store operates using a trusted supplier network. This means:

  • Products are shipped directly from our authorised suppliers
  • Different items in your order may arrive in separate packages
  • Processing and dispatch times may vary between suppliers
  • Tracking numbers are provided as soon as suppliers upload them

We only partner with suppliers who maintain high standards for product quality, packaging and delivery reliability.

2) Discreet Packaging

Your privacy is a top priority. All products are shipped in plain, unmarked packaging — no branding, no logos and no product descriptions on the outside.

3) Processing Times

Because we ship directly from suppliers, processing times can vary:

  • Standard Processing: 1–3 business days
  • Peak Periods: Some orders may take longer during sales or public holidays
  • Back-order / Out-of-stock: We will notify you immediately and offer a refund, alternative item or waitlist option

4) Shipping Within Australia

Most orders shipping within Australia are delivered via Australia Post or partner couriers. Typical delivery timeframes:

  • Metro Areas: 2–6 business days
  • Regional Areas: 4–10 business days
  • Multiple Items: May arrive separately due to supplier fulfillment

Shipping fees are displayed at checkout. Orders may qualify for free shipping promotions where offered.

5) International Shipping

Some suppliers may ship internationally depending on product type and destination. Delivery times vary by location. Customers are responsible for any import duties or customs fees where applicable.

6) Tracking Information

Tracking details are provided via email as soon as suppliers dispatch your order. In rare cases, tracking can take 24–48 hours to activate.

If you did not receive tracking, please contact us at orders@hushstore.com.au.

7) Lost, Missing or Delayed Parcels

If your parcel is late or marked as delivered but you have not received it, please:

  1. Check with household members or neighbours
  2. Check mailbox, parcel locker or safe drop area
  3. Contact the courier directly
  4. Then contact us so we can assist with an investigation

Replacements or refunds depend on the outcome of the courier investigation and supplier confirmation.

8) Returns Policy

Due to the intimate nature of our products and for strict hygiene reasons, we cannot accept returns or exchanges for change of mind, incorrect choice or opened packaging.

We only accept returns in the following situations:

  • The item is faulty or stops working
  • The item arrives damaged
  • You received the wrong item

9) Faulty, Damaged or Incorrect Items (ACL)

If your product is faulty or arrives damaged, please contact us immediately with:

  • Your order number
  • A description of the issue
  • Clear photos or videos of the fault or damage

Email: orders@hushstore.com.au

Depending on the assessment, remedies may include:

  • Replacement
  • Repair (where applicable)
  • Refund (for major faults or if a replacement is unavailable)

Under the Australian Consumer Law, you are entitled to a remedy for faulty goods. Hush Store and our suppliers will work together to resolve your claim promptly.

10) Non-Returnable Goods (Due to Hygiene)

For safety and public health, the following cannot be returned unless faulty:

  • Opened or used adult products
  • Products with broken hygiene seals
  • Lubricants, oils, cosmetics, or consumables
  • Lingerie or clothing that has been worn or tried on
  • Clearance or “final sale” items (unless faulty)

11) Return Approval (RMA)

Please do not return any product until we approve your request. We will provide instructions, including the correct return address (which may be a supplier warehouse).

12) Refund Processing

  • Refunds are issued back to your original payment method
  • Banks may take 3–10 business days to release funds
  • Shipping fees are refundable only where required by law

13) Contact Us

If you have questions about shipping, tracking or returns, please contact our support team:

Email: orders@hushstore.com.au

We’re here to help ensure your experience with Hush Store is smooth, private and reliable.