FAQs

Shopping FAQs

Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the “Forgot your password?” option on the Sign In page. Complete the information regarding your registration details and select the “Reset your password” option.
Please make sure that your web browser accepts cookies.
The Hello Bright website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service at hello@hellobright.net.au and indicate the problem. We will assign a new password for you and you can change it once you log in.

Please sign into your Hello Bright account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the “Remove” button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the “Qty” column.

Every website occasionally experiences consignments with minor size issues or feature some items which are out of stock. We cannot fully avoid this problem. Our advice is to submit payment for your orders as soon as possible so we can provide our related services quickly. If some of your ordered products are out of stock, we will notify you within 3 working days.

Payment FAQs

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service Department at hello@hellobright.net.au as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit www.hellobright.net.au and log into your customer account to check the order status at any time. If Hello Bright has received payment, the order status will show “Processing”.

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

For your convenience, we accept credit card and Paypal payments.

Shipping FAQs

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department at hello@hellobright.net.au as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

Delivery across Australia in 1 to 5 working days with Couriers Please.

Our goal is always fast and secure delivery of items to our customers. Please visit www.auspost.com.au/parcels-mail/calculate-postage-delivery-times for more information. A tracking number will be provided once your item has been shipped so you can track your delivery online.

The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

When your items have been dispatched, we will send a notification email including a tracking number to your registered email address so you can track your delivery online.

Our handling time is 1 business day. This means that your item(s) will generally be sent out within 1 business days.

After Sales FAQs

Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to “reactivate” it by sending a payment, because the prices of the individual items may have changed. You will need to submit the order again with a new shopping cart.

If you have already paid for an order and want to cancel it, please contact our Customer Service Department at hello@hellobright.net.au as soon as possible to request a cancellation with “Return Request” in the subject heading so we can assist you promptly.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at hello@hellobright.net.au and we will process the updated order; there is usually no additional fee for this service.

Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

Before returning any items to us, please read and follow the return policy. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at hello@hellobright.net.au with “Return Request” in the subject heading so we can assist you promptly. Please provide us with the following information:
a. The original order number
b. The reason for the return
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. Once we have agreed to accept the returned item, please make sure you write a note containing your order number so that we are able to locate your order information.

A return can only be initiated within 3 calendar days upon receipt of your items.

We can accept returned products that are in their original condition, unused and re-saleable.

– Quality Issues:
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 3 calendar days after receiving the product – it must be unused, in original condition and re-saleable. You can be asked to cover the shipping fee for the package return. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence will not be accepted for refund.

– Mis-shipment:
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.

– Where do I return the item?
After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our head office in Brisbane, Australia. Once we have received the item(s), we will confirm receipt and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you.