Shipping policy

SHIPPING POLICY (HACKERLILY)

All orders are shipped from our fulfilment partners in Sydney, Australia (Next3PL) and Marlow, United Kingdom (RedPanda Fulfillment Ltd).

Once your order ships, you’ll receive a tracking email so you can follow your delivery from dispatch to doorstep.

DISPATCH TIMES

  • Orders are packed and dispatched Monday to Friday (excluding public holidays).

  • Our goal is to dispatch orders within 1–2 business days.

  • During sale periods or major launches, please allow an extra 48 hours for dispatch due to increased order volume.

  • If you notice an error on your order (especially your address), please email hello@hackerlily.com as soon as possible. Once an order has been dispatched, we may not be able to make changes.

SHIPPING RATES

Australia

  • Free standard shipping on orders $220+

  • $11.95 standard shipping on orders $219 and under

  • Carrier: Australia Post (or the most cost-effective and fast option available)

  • Estimated delivery times (after dispatch):

    • Eastern seaboard: typically 1–4 business days

    • Other regions: generally 2–10 business days

    • WA / remote areas: 7–10 business days (and sometimes longer in peak periods)

United Kingdom

  • Free standard shipping on orders £120+

  • £5 standard shipping on orders under £120

  • Carrier: Royal Mail / DPD / courier selected by our UK fulfilment partner (best available option)

  • Estimated delivery times (after dispatch):

    • Most UK metro deliveries: 2–4 business days

    • Regional/remote areas: may take a little longer

TRACKING

  • Tracking is sent by email once your order ships.

  • Please check your inbox (and junk/promotions folders) for updates.

CUSTOMS, DUTIES & TAXES (INTERNATIONAL)

  • For deliveries outside the country of dispatch, customs charges, duties, and taxes (including VAT) may apply and are the responsibility of the customer.

  • We’re unable to refund orders if you choose not to pay any applicable import charges once your parcel reaches your country.

INCORRECT ADDRESS

  • Please double-check your delivery address at checkout (unit/flat number, street number, postcode, and correct suburb/town).

  • Hackerlily is not responsible for parcels delayed, returned, or lost due to an incorrect address entered at checkout.

  • Any additional shipping fees required for re-delivery will be the customer’s responsibility.

LOST, DELAYED, OR MISSING PARCELS

  • Once parcels are collected from our warehouse and handed to the courier, delivery timeframes are controlled by the carrier.

  • If your parcel is delayed or appears stuck in transit:

    • Check your tracking link for the latest scan

    • If it hasn’t moved for several business days, email us at hello@hackerlily.com and we’ll help lodge an enquiry with the carrier where possible

  • Please note: we do not issue replacements or refunds for carrier delays outside our control.

  • If a parcel is confirmed lost by the carrier, we will work with you to resolve it as fairly and quickly as possible.

DAMAGED IN TRANSIT

  • Please inspect your order as soon as it arrives.

  • If anything is damaged:

    • Email hello@hackerlily.com within 48 hours of delivery

    • Include your order number and clear photos of the damage (including packaging)

  • We’ll review and organise next steps.

RETURNS SHIPPING

  • Shipping costs paid at checkout are generally non-refundable (unless required by consumer law).