Healing Heart

How much does delivery cost?  
Orders over $150 receive FREE standard delivery

For orders under $150, the following rates apply:

• Standard Australian Shipping: $16
• Express Australian Shipping: $25
• Same Day Courier Delivery within metropolitan Melbourne: $35

Where do you deliver?
We deliver nationwide to any registered address in Australia.

Do you deliver to hospitals?
We do not deliver to hospitals due to each hospital enforcing different policies meaning gift hampers are not being delivered to the ward, room or bed number in a timely matter. In being respectful, we only deliver to residential or business addresses for a more smooth, stress-free and timely delivery.

When will my order be dispatched?

• STANDARD: orders submitted before 10am, Monday to Friday, will be packed, then dispatched on the same business day. However, for orders submitted after 10am, your gift hamper will be dispatched the next business day.
• EXPRESS: orders submitted by 11am, Monday to Friday will be dispatched on the same day. However, for express shipping orders submitted after 11am, your gift hamper will be dispatched the next business day.
• COURIER: orders submitted by 11am, Monday to Friday will be dispatched on the same day. However, for courier orders submitted after 11am, your gift hamper will be dispatched the next business day.

How long will it take to get my order?
Australia Post standard shipping times are only estimated and may change.

• Melbourne Metro: 1-2 Business Days
• Sydney, Canberra & Adelaide Metro: 3-4 Business Days
• Brisbane, Darwin, Tasmania Metro: 5-6 Business Days
• Perth Metro: 7 Business Days

Do you offer same day delivery?  
We currently have three domestic delivery options

• Standard shipping: 2-10 business days via Australia Post
• Express shipping: 1-3 business days via Australia Post
• Same Day Delivery in metropolitan Melbourne: Monday to Friday via courier for orders submitted by 11am) 

Do you deliver to PO Boxes?
Yes, it will be delivered with Australia Post.

Can I track my order?  
Yes you can. Once your order has been shipped, you will receive a shipping confirmation email with an Australia Post tracking number. This will help you track your parcel on its way to your loved one!

Can I organise delivery for a specific day?
Of course, if your delivery date is within the expected delivery times for your delivery region, please send an email to orders@omoiyari.com.au and we will do our very best to deliver on your preferred date.

Can I change the delivery address?  
If you have entered an incorrect delivery address, please email us immediately at orders@omoiyari.com.au and we will see what we can do if it’s within 12 hours of your order being submitted.

If the parcel has already been dispatched, unfortunately we cannot change the address.

My gift is marked as delivered but the recipient has not received it?
When you're ordering our gift hampers, you are agreeing to Authority to Leave. This means all parcels will be left at the front door or in a place the delivery person deems safe.

Otherwise, your delivery driver may have dropped it off at your local Post Office (and occasionally they do this without leaving a card! Frustrating, we know!).

It’s best to check your tracking information to confirm the latest update from Australia Post or the courier company and to contact them for any follow up. Once your parcel has been sent, you will need to liaise with the Australia Post or the courier company as we don't have the authority to follow up.

As you are responsible for inputting the correct address and recipient details, we cannot be accountable for incomplete or incorrect addresses and information. Unfortunately, we do not offer refunds or replacements for parcels that go missing.

Due to the nature of perishable and personal care goods, our gift hamper sales are
final.

Can I cancel my order?
If you need to cancel your order, please email us immediately at orders@omoiyari.com.au and we’ll do our best if it’s within 2 hours of your order being submitted. If the parcel has already been dispatched, unfortunately we are not able to process your cancellation request.

Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty, skincare and cosmetic products). Due to the nature of perishable and personal care goods, our gift hamper sales are final. We also do not accept returns for hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 
We do not accept returns unless it's a returnable item that is faulty or damaged caused by us prior to dispatching to Australia Post. In the case of damage, please contact us at orders@omoiyari.com.au. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Please note that returns will need to be sent to the address provided once approved. If your return is accepted, we’ll advise when you can please return your items back to us at your own expense. Items sent back to us without first requesting a return will not be accepted. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at orders@omoiyari.com.au

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess and resolve any issues.