Question 1

What types of products does Hatilda sell?

Accepted Answer

We sell a curated range of clothing, shoes, fashion accessories, and household items — both brand new merchandise and quality pre-loved goods from across Australia.

Question 2

How do I know if an item is new or pre-loved?

Accepted Answer

Every product is clearly labelled with its condition. Pre-loved items feature our distinctive 'Pre-Loved' badge and include a detailed condition report describing any wear or imperfections.

Question 3

Can I try items before purchasing?

Accepted Answer

As an online marketplace, we don't offer try-before-you-buy. However, our detailed product descriptions, sizing guides, and customer reviews help you make confident decisions. Plus, our 30-day return policy has you covered.

Question 4

How long does shipping take?

Accepted Answer

Standard shipping within Australia typically takes 3–7 business days. Express shipping is available for 1–3 business day delivery. We ship from Sydney and delivery times may vary by location.

Question 5

Do you offer free shipping?

Accepted Answer

Yes! We offer free standard shipping on all orders over $100 AUD within Australia.

Question 6

Can I track my order?

Accepted Answer

Absolutely. Once your order ships, you'll receive a tracking number via email. You can also view tracking information in your Customer Dashboard.

Question 7

Do you ship internationally?

Accepted Answer

Currently, Hatilda ships exclusively within Australia. We're working on expanding to New Zealand and beyond in the near future.

Question 8

What is your return policy?

Accepted Answer

We offer a 30-day return policy for most items. Products must be in their original condition with tags attached (for new items). Pre-loved items can be returned if they differ significantly from their listed condition.

Question 9

How do I start a return?

Accepted Answer

Log into your Customer Dashboard, find the order, and select 'Request Return'. We'll provide you with a prepaid return label and instructions.

Question 10

When will I receive my refund?

Accepted Answer

Refunds are processed within 5–10 business days of receiving your returned item. The amount will be credited back to your original payment method.

Question 11

How do I create an account?

Accepted Answer

Click 'Sign Up' in the top navigation, enter your email and create a password, or sign up with your Google account for quick access.

Question 12

Is my personal information secure?

Accepted Answer

Absolutely. We use industry-standard SSL encryption to protect your data. We never share your personal information with third parties. See our Privacy Policy for full details.

Question 13

How do I reset my password?

Accepted Answer

Click 'Forgot Password' on the login page and enter your email. We'll send you a password reset link within minutes.

Frequently Asked Questions

Shopping

Orders & Shipping

Returns & Refunds

Account & Security

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