Frequently Asked Questions
We know you may have some questions about making an order with us, so to make things easy for you we’ve pulled together a list of questions and answers we think will help. If you have a question that’s not covered here, you can email our friendly team.
How long will it take for my order to arrive?
You’ll receive an email notification as soon as your order has shipped.
We deliver to valid residential and business addresses across Australia and New Zealand.
Estimated delivery times:
- VIC: 2–5 business days
- NSW, ACT, QLD, TAS, SA, WA: 4–7 business days
- New Zealand: 7–12 business days
Please note:
- Weekend delivery is not available.
- Delivery times are estimates and may vary due to courier delays or other unforeseen circumstances.
- We do not currently ship to other international destinations.
My order hasn’t arrived, how do I find out where it is?
If your order hasn’t arrived three days past the estimated Australia Post delivery timeframe, please contact our Customer Care team and we’ll help track it down.
Is it possible to amend my order?
We understand mistakes happen. If you need to change something in your order, contact our Customer Care team as soon as possible. While we’ll do our best to help, we can’t always guarantee changes once an order has been processed.
I need to change my delivery address; can I do this?
Yes — if your order hasn’t shipped yet.
Contact our Customer Care team immediately so we can update your address before it leaves our warehouse.
Can I cancel my order?
If your order hasn’t been processed yet, we may be able to cancel it.
Contact our Customer Care team promptly to check if cancellation is possible.
Can I add more items to an existing order?
Unfortunately, orders can’t be modified once they’re placed.
You’ll need to place a separate order for additional items.
Where can I find my order number?
- With an account: Log in and check your order history page.
- Without an account: Your order number will be included in your confirmation email.
How do I redeem a voucher, discount or special offer?
Enter your voucher or discount code at checkout before completing your purchase.
What is your returns policy?
You can find full details on our Delivery & Returns page.
Where do you deliver to?
We deliver across Australia and New Zealand.
Other international destinations are not currently supported.
What delivery options do you offer?
Full information is available on our Delivery & Returns page.
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal and Afterpay for flexible payment options.
Do I need to set up an account to order?
No, you can check out as a guest.
However, we recommend creating an account to:
- Easily track your orders.
- Save your details for faster checkout.
- Stay updated on new products and offers.
Can I order over the phone?
Orders must be placed online through our website.
If you experience any issues while ordering, contact our Customer Care team for help.
How can I get in touch with you?
Visit our Contact Us page to find all the ways to reach our team.
My item is not how it appeared on screen?
Colours can appear slightly different in person due to variations in screen settings and lighting. If you’re concerned about a product you’ve received, please reach out to our Customer Care team.
Can I create an account?
Click the Account icon at the top of the page and follow the prompts to sign up.
Next time you shop, simply log in for a faster checkout experience.
How do I reset my password on my online account?
Click the Account icon at the top of the page, then follow the prompts to reset your password.
How do I change the details of my online account?
Log in to your account and navigate to View Addresses to update your delivery details and other information.
What do I do if I would like to purchase an item not sold on the website?
Not all Hallmark products are available online.
Contact our Customer Care team, and they’ll help direct you to where you can purchase the specific item you’re looking for.