Help & Contact Us
FAQs – Hagell
ORDERING & PAYMENTS
Can I change or cancel my order after it has been placed?
Yes — changes or cancellations may be possible if requested immediately after checkout. As orders are processed the same day, we’re only able to make changes before the order enters the packing and dispatch queue.
If you need to make a change right after completing your purchase, please contact us as soon as possible at info@hagell.com.au, and our team will do their best to assist.
Once an order has entered packing or has been dispatched, it can no longer be modified or cancelled.
Do your prices include GST?
Yes. All prices displayed on hagell.com.au are in AUD and include GST, in compliance with Australian regulations.
What payment methods do you accept?
We accept major credit and debit cards, as well as secure payment options available at checkout, including Shop Pay, PayPal and Afterpay.
All payments are processed through encrypted and secure payment gateways to ensure your information is protected at all times.
SHIPPING & DELIVERY
Do you ship to PO Boxes, Parcel Lockers or military addresses?
Yes. We deliver to PO Boxes, Parcel Lockers and military addresses using Australia Post.
Will my order require a signature on delivery?
Orders are shipped with Authority to Leave by default. If you won’t be available to receive your parcel or believe your delivery location may be unsafe, we recommend using a work address, PO Box or Parcel Locker.
How long will it take to receive my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number.
You can track your delivery at any time using one of the following options:
- Via our website: https://hagell.com.au/apps/17TRACK
- Directly on the Australia Post website: https://auspost.com.au/mypost/track/search
Both options provide real-time tracking updates for your order.
RETURNS, REFUNDS & PRODUCT ISSUES
How do I return a product?
At Hagell, we offer a 30-day return window from the date of purchase.
To request a return, please contact us at info@hagell.com.au with your order number and a brief explanation of the reason for the return. Our team will guide you through the next steps.
How long does a refund take?
Once we receive and inspect your returned item, we’ll notify you of the outcome. If approved, your refund will be processed back to your original payment method.
Please note that processing times may vary depending on your bank or card provider and can take a few business days to appear.
For more information or specific scenarios, we recommend reviewing our Refund Policy. If you still have questions, our support team is happy to assist.
What should I do if my order is wrong or incomplete?
If your order arrives incorrect or incomplete, please contact us within 7 days of delivery.
Our support team will review the situation promptly and take action right away to resolve the issue. We’re committed to providing a reliable and responsive service, and we’ll make sure you receive the correct item or any missing components as quickly as possible.
What should I do if my item arrives faulty or damaged?
If your item arrives faulty or damaged, please contact us immediately at info@hagell.com.au with your order number and a brief description of the issue (photos/videos are helpful).
We’ll respond quickly and work with you to resolve it. If the item is confirmed as faulty, damaged in transit, or incorrect, Hagell will cover the return shipping cost, and you may receive a replacement or a refund, depending on the situation.
If a fault develops after initial use, your product may still be eligible under our 2-Year Warranty for manufacturing faults.