How long does delivery take?
Just placed an order? All Herschel orders are shipped via StarTrack.
LOCATION DELIVERY TIME Australian Metropolitan 1-3 Business Days Australian Rural 4-7 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Herschel.
How can I track my order?
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery. Your tracking number will become active once the driver has picked up and scanned your parcel.READ FULL ARTICLE
Alternatively, enter your tracking number on the StarTrack website here for delivery updates.
See our Delivery Timeframes to estimate the arrival of your order.
How much does delivery cost?
Delivery within Australia
SPEND SHIPPING COST DELIVERY SERVICE Over $100 FREE StarTrack Express Under $100 $12 StarTrack Express
When will my order be dispatched?
We aim to pack and dispatch online orders within 1-3 business days. Once your order has left our warehouse, you will receive an email notification with a tracking number.READ FULL ARTICLE
Please note: During peak periods (sales or public holidays), dispatch times may be longer.
What is Authority to Leave (ATL)?
What is Authority to Leave?
Authority to leave (ATL) is unselected by default at the checkout. If this option is checked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises.
What if I selected ATL and my parcel is stolen?
Herschel will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.
I would like to sign for my order, how can I ensure this?
If you would prefer to sign for the parcel, do not select the option "I give authority to leave this item at the address listed above" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection.
I've been notified that my order has been delivered, but I haven't received it!
- Check your tracking details. Your order may have been taken to your local Post Office.
- Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view.
If you have any enquiries relating to the whereabouts of your parcel, contact StarTrack directly on 13 23 45 or get in touch with our Herschel Experts below.READ FULL ARTICLE
What safety precautions is Herschel taking?
We want to assure you that Herschel along with our delivery partners, are doing everything we can to safeguard our team and customers during the preparation and delivery of your orders.
Our delivery partners are following several hygiene protocols including:
- Social distancing within processing facilities and during delivery to customers
- Allocating workers to operational zones within processing facilities and performing daily temperature checks
- The use of mandatory face coverings and screens where relevant
- Practicing good hygiene and regular cleaning of delivery vehicles
- No longer asking for signatures on delivery, to avoid unnecessary contact
To keep our delivery drivers and posties safe, please:
- Keep 1.5 meters in distance
- If you're experiencing symptoms, please let your postie or driver know
- Wear a mask where required and practice good hygiene
Can I cancel my order?
Should you wish to cancel your order, please contact our Herschel Experts as soon as possible, either via Live Chat or on 1800 749 220. We will be able to cancel your order if it is yet to be packed or dispatched by the warehouse. If outside of working hours, please lodge an enquiry via email.
If we are unable to cancel your order you can return them in accordance with our Returns Policy once delivered.READ FULL ARTICLE
Can I update my delivery address after I've placed my order?
Our team work quickly to get orders picked, packed and out the door to you. If you need to update the delivery address please contact our Herschel Experts via Live Chat or on 1800 749 220. There is a short window of time before it's ready to be shipped that we can update the address for you.READ FULL ARTICLE
Alternatively, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address. Any address updates done by StarTrack will add an additional business day for delivery on top of the standard delivery time.
Can I change the size or colour of an item after I've placed my order?
If you notice that you've made a mistake on your order, please contact our Herschel Experts as soon as possible, either via Live Chat or on 1800 749 220. If your order has not been packed or dispatched from our warehouse, we will cancel your order so that you can reorder the correct size, colour or item. If outside of working hours, please lodge an enquiry via Email.
If we are unable to cancel your order you can return your item(s) in accordance with our returns policy once delivered.READ FULL ARTICLE
Why I haven't received my order confirmation?
Your order may still be processing in our systems. Please contact our Herschel Experts here if you haven't received your order confirmation within 24 hours, we'll be happy to assist.READ FULL ARTICLE
Why has my order been cancelled?
In some cases we may not have been able to fulfil your order due to a lack of stock available. If this happens, you'll receive an email from us letting you know as well as a full refund for that product.
If you’re still unsure or have any concerns regarding your order being cancelled, please contact our Herschel Experts here for more information.