Shipping Policy

Shipping Policy

Shipping

Processing

All orders are processed within 1–3 business days from the date of purchase. Once dispatched, you will receive a shipping confirmation email with tracking details.

Domestic (Australia)

Standard Shipping: 3-6 Business Days after Dispatch
Express Shipping: 1-3 Business Days after Dispatch

Please note: Remote or rural areas may require additional time.

International

Standard Shipping: 7-15 Business Days after Dispatch
Express Shipping: 4-7 Business Days after Dispatch

Please note: Transit times vary depending on the destination country and customs clearance. hmvsouls is not responsible for delays caused by customs or local postal services.

Tracking

A tracking number is provided for all orders placed on hmvsouls.com

A "Tracking" section is visible on the header of the store, simply enter your tracking number for all of your tracking and shipment details.

Once your package has shipped, you will receive an email with tracking details. Please inspect your parcel immediately upon receipt and report any damage or missing products directly on the delivery slip.

Delivery

We cannot shorten or extend shipping times.
Please note:

  • Delivery dates and times cannot be chosen.
  • Carriers deliver Monday - Friday during business hours.
  • Two delivery attempts are made before the order is returned to sender.
  • A signature may be required upon delivery for security reasons
  • Once an order is placed, the shipping address cannot be changed.



Urgent Issues

We understand certain shipping issues may be urgent (for example, delivery errors, missing parcels, or damaged items). If you contact us with an URGENT request, our team will prioritise it.

Please note: misusing “URGENT” for non-critical matters may result in your request being returned to the standard queue.

Additional Notes

  • Delivery dates are approximate and not guaranteed
  • Orders cannot be re-routed once placed
  • If 2 delivery attempts fail, the parcel may be returned to us and additional shipping costs may apply
  • Processing times aren't guaranteed and may extend during high-volume periods or certain circumstances