Frequently Asked Questions

Table of Contents

Ordering & Payments

How do I redeem a voucher, discount or special offer?

At checkout, look for the "Gift card or discount code" box just before you pay. Type or paste your code (case-sensitive) and click Apply.

• Only one discount or credit code can be used per order.
• If you forget to enter the code before completing your purchase, unfortunately we cannot refund or credit the difference afterwards.
• Discount codes also cannot be honoured outside their given time-frame.
• We run frequent site-wide sales, Afterpay offers and Hallmark Rewards member exclusives — the best way to catch them is to sign up for our newsletter or check the homepage banner regularly. 

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, and Afterpay (interest-free instalments).

• All payments are securely processed.
• New Zealand customers see prices converted to NZD at checkout for convenience.

Can I add more items to an existing order?

No — once you click Place Order, it moves straight to our Melbourne warehouse for picking and packing.

• The quickest solution is to place a second order.
• If both orders are still in processing you can sometimes combine shipping — just let Customer Care know.

Is it possible to amend my order? / I need to change my delivery address; can I do this? / Can I cancel my order?

Yes, but you must act fast.

• Contact Customer Care immediately at consumercare@hallmark.com.au or 1800 729 999 (Mon–Fri 9am–5pm AEST).
• If the order hasn't been processed or shipped we can usually update the address, add/remove items, or cancel it completely.
• Once it has left the warehouse, we can help with returns or exchanges instead.
• Life gets busy — we get it and we're here to help.

Do I need to set up an account to order?

No — guest checkout is quick and easy.

• But creating a free account gives you: saved addresses, order tracking in one place, re-order with one click, and automatic Hallmark Rewards points.
• Most customers say it saves time on future shops.

Delivery & Shipping

How long will it take for my order to arrive?

You'll receive a shipping notification email the moment your order leaves our Melbourne warehouse.

Estimated delivery times (business days, Monday–Friday):

• VIC: 2–5 business days
• NSW, ACT, QLD, TAS, SA, WA: 4–7 business days
• New Zealand: 7–12 business days
• Most customers receive their order within 2–6 business days of purchase within Australia.
• Weekend delivery is not available.
• Some orders may be shipped in multiple parcels.
• For full details, visit our Shipping Information page.

My order hasn't arrived — how do I find out where it is?

Wait three business days past the estimated delivery window, then contact Customer Care.

• We'll track it with Australia Post or the courier and let you know exactly where it is.
• The vast majority of "missing" orders are found within 48 hours.
• If it's genuinely lost, we'll replace or refund it straight away.

Where do you deliver to? / What delivery options do you offer?

Australia-wide and New Zealand only.

• Shipping costs are calculated at checkout based on order size and postcode — no surprises.
• We don't offer express options, but our standard service is reliable for the cards and gifts that matter most.
• See our Shipping Information for complete details.

 

Why might my order arrive in multiple parcels?

To get your items to you as quickly as possible, we sometimes split larger or mixed-stock orders. Each parcel has its own tracking number.

Some Christmas ornaments are pre-order — what does that mean?

Check the product page for the fulfilment date. If none is listed, the item ships immediately.

Returns & Refunds

What is your returns policy?

We accept change-of-mind returns on all purchases excluding sale and clearance items. You must email us within 31 days of receiving your order.

• Processing time: We process all returns within 5 business days of receiving them back at our warehouse. You'll get an email with the outcome.
• How to return: Email consumercare@hallmark.com.au with your order number. We'll send instructions and usually a prepaid return label.
• Exchanges: Email us with the details of what you'd like to exchange for.
• Faulty or damaged items: Manufacturing fault — contact us within 7 days of receipt and we'll treat it as highest priority. Damaged in shipping — contact us straight away for replacement or refund.
• Important note on return shipping: Hallmark Australia cannot accept responsibility for items lost or damaged while being returned to us. We strongly recommend you keep a copy of your tracking number and use a traceable service. If we do not receive the return or it arrives damaged, we are not required to provide a refund or exchange.
• Read our full Refund Policy for complete details.

What if my return is lost or stolen in the mail?

Unfortunately we cannot refund or replace items that don't arrive back with us.

• That's why we always recommend using Australia Post registered post or a traceable courier and keeping the tracking receipt.

Can I return or exchange a sale or clearance item?

No — sale and clearance items are final sale and excluded from change-of-mind returns.

• Faulty or damaged sale items are still covered under our quality guarantee.
• Contact Customer Care if you receive a faulty sale item.

How long does a refund take to appear in my account?

Once we approve and process the return (within 5 business days of receiving it), the refund goes back to your original payment method.

• Bank/credit card refunds usually appear within 3–10 business days depending on your bank.
• See our Refund Policy for more information.

Why is my refund in NZD different to the amount I originally paid?

For New Zealand customers only:  When you shop from New Zealand on our Australian website, for your convenience, your order is priced and charged to you in NZD at checkout. Our payment provider then converts this NZD amount into AUD in the background and settles the AUD amount to us.

When we issue a refund to customers who paid in NZD, we return the exact AUD amount we originally received. Our payment provider then converts that AUD back into NZD at the exchange rate in place at the time your refund is processed and sends it back to you. Because exchange rates change, the NZD refund you receive may be very slightly different to the NZD amount you paid originally.

Any difference comes entirely from this currency conversion process. We aren’t able to adjust, increase, or “top up” refunds to match a previous NZD amount, because we only ever receive funds in AUD.

For cross-border card payments, refunds must be processed through the same payment route and in the same settlement currency as the original transaction — in our case, AUD. The NZD amounts you see on your statement are determined by our payment provider’s exchange rate at the time they are processed.

You will always receive a refund for the full AUD amount we received for your order, which is the extent of what we are both allowed and required to refund.

See our Refund Policy for more details.

My Account

Where can I find my order number?

Logged-in customers: My Account → Order History.

• Guests: Check your order confirmation email (search "Hallmark Order Confirmation").

Can I create an account? / How do I reset my password? / How do I change my account details?

Click the Account icon at the top right and follow the prompts — it takes under 30 seconds.

• Password reset: Click "Forgot password?" and use the email link.
• Update addresses or details anytime after logging in.

Products & Greeting Cards

Do Hallmark greeting cards come with envelopes?

Yes — every card includes a matching high-quality envelope, and many have a coordinating seal or liner.

• Browse our Birthday Cards, Mother's Day Cards, and Father's Day Cards collections.

Tell me about Hallmark Guide Dogs Australia braille greeting cards

Our exclusive partnership with Guide Dogs Australia created a beautiful 12-card collection designed for Australians who are blind or have low vision.

• Each card features embossed braille messages, tactile raised designs, high-contrast large print and modern heartfelt sentiments.
• Available online year-round and in selected Coles, Kmart and newsagents.
• A portion of every sale supports Guide Dogs Australia.
• Shop the full range at our Guide Dogs Australia collection.

Are Hallmark braille cards available in store?

Yes, in selected Coles, Kmart, Target and independent newsagents.

• Stock varies, so call ahead or shop the complete range online.
• Use our Store Locator to find a stockist near you.

What about sustainability and eco-friendly cards?

Many of our cards use paper from well-managed FSC-certified forests. Look for the recyclable badge. Our Signature Recyclable range uses no plastic embellishments.

• Learn more about our sustainability commitments.

My item looks different on screen than in real life

Screen colours vary slightly. If the difference is more than expected or the product arrives damaged, contact us with photos — we'll make it right quickly.

What do I do if I want a product not sold online?

Email or call Customer Care. We'll check our network and direct you to the nearest store or help with a special order where possible.

In-Store vs Online Shopping

Where can I buy Hallmark in store?

Coles, Kmart, Target, newsagents and selected independents across Australia.

• Online gives you the full range including braille cards and Rewards exclusives plus convenient delivery.
• Find a Hallmark stockist near you.

Hallmark Rewards & Offers

What is Hallmark Rewards?

Free to join. Earn 1 point per dollar spent online and in participating stores. Redeem for discounts ($10 off for 500 points and more). VIP tiers unlock faster. The more joy you spread, the more you save.

• Join Hallmark Rewards today.

Check our latest offers and promotions?

We regularly run site-wide sales, seasonal campaigns (including beautiful Mother's Day collections right now), Afterpay specials and member-only early access.

The easiest way to stay in the know:

• Subscribe to our newsletter on the homepage for 10% off your first order
• Join Hallmark Rewards (free) for extra member discounts
• We love making it easier for you to spread more joy!

Contacting Us

How do I contact Customer Care?

We're always here to help with a smile.

Email: consumercare@hallmark.com.au (usually the fastest way)
Phone: 1800 729 999 (Monday to Friday, 9am–5pm AEST)

To help us assist you quickly, please include:

• A clear description of the situation
• Photos if applicable
• Your order number (for anything about an online order)
• Customer Service is closed on Victorian Public Holidays.
• You can also use the handy Contact Us form on our website.
• We genuinely love hearing from you and will get back to you within one business day.
• Learn more About Hallmark.
• Review our Terms of Use and Privacy Policy.

Other Questions

Can I order over the phone?

All orders must be placed online for accuracy and security.

• We're happy to talk you through the website on the phone if you need help. Call 1800 729 999.

How long has Hallmark been in Australia?

Over 70 years — proudly helping Australians celebrate life's moments since the 1950s.

• Learn more About Hallmark.

Do you have cards for every occasion?

Yes — birthdays, anniversaries, sympathy, new baby, braille-inclusive, and "just because".

• Search by occasion on the site or browse our Birthday Cards collection.