Returns & Refunds
How do I contact Hip Pocket Mornington?
Call: 03 59676 3257
Text: 0410 695 689
Messages us via our Facebook or Instagram pages
Use our contact form form here
Or drop in to the store @ 14 Progress St
I want to order online but unsure of my size.
If you’re ordering a product you’re unfamiliar with online and not sure what size you need we do advise you to contact us prior to purchasing for a recommendation on size. We may not get it right every time but do know what products have a generous fit and what products are a bit smaller than average giving you the best chance of getting the correct size the 1st time.
What if the size I ordered doesn’t fit me properly?
If you’ve discussed the size with us prior to ordering and we have recommended the wrong size we will cover all costs for you to return the item and have the correct size sent out. If you’ve had a guess and got it wrong we will split the cost of the changeover with you. You return the item to us at your expense and we will cover the cost of send you back the correct size.
What if I change my mind after the transaction has taken place?
If you contact us before the item is sent we will cancel the transaction and give you a full refund. If the item has already been sent it’s your responsibility to return the goods in a brand new, re-sellable condition for a full refund minus the cost of the original postage/shipping.
What if I’ve worn or used the item then want to return or exchange it?
We only sell brand new items. All items returned for an exchange or refund need to be in brand new, re-sellable condition, including all original packaging and labels. The returned items need to be free from dirt, pet hair, or any other contaminant including odours such as perfume, smoke or body odours. Please see our returns policy.
Can I place an order over the phone or via email?
Yes, you can. Please call us on 03 5976 3257 during business hours or email us firstname.lastname@example.org
What are your business hours?
Glad you asked – Monday to Friday were open from 8.00am until 5.30pm and Saturday’s from 9am till 1pm
I’ve received a faulty product, what now?
We do our best to ensure every product that leaves our building is in perfect condition and fit for purpose. If you feel the product you’ve received is faulty in any way please contact us ASAP so we can correspond with the manufacturer within the warranty period. If we deem it to be an obvious manufacturing fault we will swap the product over on the spot. Normal wear and tear is not considered a manufacturing fault.
What if I’ve received the wrong product?
If for some unusual reason you’ve received a product different to what you’ve ordered please contact as and we will rectify it ASAP
Can I set up a trade account?
Yes you can, you will need to fill out an application form and return to us. Once that is done we usually have your account up and running in 5-10 working days. All new accounts need to pay for the 1st order up front before going on to a standard 30-day account.
What form of payments do you accept?
In-store we have an Electronic Funds Transfer at Point Of Sale machine that accepts all the major cards besides AMEX and Diners. We accept Cheque for account payments or by prior arrangement but not for 1st time transactions. We also accept cash, direct deposit and PayPal.
Online you can pay via Credit Card, Pay Pal or After Pay. You can also charge it to your account if you’ve set one up with us previously.
Why does the colour look different in person that what it looked like on the screen?
We take every care to represent the product on our website as accurately as possible but there can be variations in the colour that appears on your monitor and what the colour is in real life. Please keep this in mind when ordering, if you have any concerns about this please speak to us before you confirm your order.
Can I buy on-line and return the product in-store?
Yes you can, if you’ve received a delivery you’re not 100% happy with you’re welcome to bring it into our store during business hours to rectify the issue.
How safe is it to purchase from your site? Are my details secure?
Are there any hidden costs, like expensive freight or GST that appear in the checkout?
None at all. We’ve deliberately kept our shipping policy very simple for this reason and all items are priced including the 10% GST