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Frequently Asked Questions

Orders & Shipping:

When will my order be sent?

We strive for all orders to ship within 3-5 business days. Please see our checkout page for shipping options and delivery times to your country.

Can I change my shipping address?

If you want to change your shipping address, contact our customer service as soon as possible. In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we cannot guarantee we can make the change.

How do I track the status of my order?

To track your order, please add your order number and the email address used when placing your order. Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with the tracking number/package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

Can I cancel my order?

If you want to cancel your order, contact our customer service as soon as possible. For faster processing contact us within 3 days. Therefore, we can not guarantee that we can cancel your order.

Do you ship to my country?

We Ship Worldwide

Will my items come in one package?

When your order has been registered with us, you will receive a confirmation email sent to the email address you provided when the order was placed.

Can I make changes to my order?

If you wish to make changes to your order, you may contact our customer service on the same day that the order was placed at oneredhill@hostinger.oneredhill.com

Returns & Exchanges:

How do I make a return?

Here at One Red Hill, we understand that it can be challenging to plan your return via a postal agent with COVID-19 causing certain restrictions. We have extended our return window from 7 to 15 Days so that you have more than enough time to make your returns accordingly.

Please return all items with the original contents and packaging. To protect the original packaging please do not put tape or anything else directly on the packaging. Please note for health and hygiene reasons items such as pacifiers, baby bottles, and nursing pads cannot be returned.

Items that cannot be returned include:

– Goods with a broken seal

– Goods that do not have a price tag or label

If you choose to cancel your purchase and return your entire order, then the standard delivery option chosen when you made your purchase will be refunded.

IMPORTANT! All customers have the financial responsibility for their shipment coming to us if they do not use our return label. Note the parcel ID on the package that you send back to us and ask for a receipt. The return cost is $15 AUD if you use the return label that came with your package. The return cost is charged in connection with the refund of your returned item/items.

How long does it take to process my return?

Generally, a refund will take up to 30 days, that’s including the 15 days you are returning and us processing it, with up to 45 days for it to process through the bank system. We will keep you updated via email, and let you know as soon as your parcel arrives with us, as well as when your refund has been completed refunded.

I have not received my refund yet, what should i do…?

As soon as your return is processed and approved, you will be refunded to the payment option you used for your purchase. It may take up to 30 business days for us to process the return after we have received it.

Use a service where you are able to track the service and keep your proof of postage until your refund has been completely processed.

Can I have an exchange instead of a refund?

Unfortunately, we don’t offer any exchanges. You can, however, return your items and once you receive your refund you can simply purchase another item.

What do I do if I entered an incorrect shipping address?

If you entered an incorrect address during the order place, Please Contact us at oneredhill@hostinger.oneredhill.com within the 1-2 days.

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