What is your return & exchange policy?

We accept returns within 30 days if the item is unused, in original condition with tags. Proof of purchase is required. Sale and personalised items cannot be refunded.

How do I return my order?

Email us at support@hidream.com.au and we’ll guide you through the process within 24 hours.

The item I want is sold out – what can I do?

Sign up for restock alerts on the product page, or email us to check availability.

My dog is between sizes – can you help with sizing?

We recommend sizing up if your dog is between sizes. Refer to the size guide or email support@hidream.com.au for help.

HiDREAM FAQ – Your Questions Answered

Q: Can discount codes be combined?

No, discount or promotional codes cannot be combined. We honour the better discount available.

Q: What if my discount code won’t apply to my order?

If you experience issues applying a promotion, email us at support@hidream.com.au.

Q: What if my order arrives damaged or faulty?

Notify us within 14 days with a photo and your order number to support@hidream.com.au. We will arrange repair, replacement, or refund.

Q: Uh-oh, my dog chewed up the product – what now?

Damage from chewing is not considered a defect. Contact us at support@hidream.com.au to see how we can help.

Q: Can I change or cancel my order?

Yes, if your order hasn’t shipped yet. Contact us immediately at support@hidream.com.au.

Q: The promotion ended – can I still use my code?

No, all promo codes are valid for a limited time only and cannot be used after expiry.

Q: When will my order ship?

Orders placed before 2pm AEST ship the same business day. Orders after 2pm ship the next business day. During peak times, dispatch may be delayed.

Q: Do you offer free shipping?

Yes, we offer free express shipping Australia-wide on orders over $50 AUD. For orders under $50 AUD, a flat rate of $10 AUD applies.

Orders

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, Amex), Afterpay, and PayPal for your convenience.

Can discount codes be combined?

No, discount or promotional codes cannot be combined. We’ll always honour the better discount available for your purchase.

What if my discount code won’t apply to my order?

If you experience any issues applying a promotion, please reach out to our team at support@hidream.com.au and we’ll assist you promptly.

What if my order arrives damaged or faulty?

We take great care in packing your items, but if your order arrives damaged or faulty, notify us within 14 days of delivery at support@hidream.com.au with a photo of the issue and your order number. We’ll arrange a repair, replacement, or refund.

Uh-oh, my dog chewed up the product – what now?

Unfortunately, damage caused by pets chewing is not considered a manufacturing defect. However, feel free to contact us at support@hidream.com.au and we’ll see what we can do.

Can I change or cancel my order?

Yes, as long as your order hasn’t been shipped yet. Contact us as soon as possible to make any changes.

The promotion ended – can I still use my code?

All promo codes are valid for a limited time and while stocks last. Expired codes cannot be reactivated.

Shipping

When will my order ship?

Orders placed before 2pm (AEST) are dispatched the same business day (Monday–Friday, excluding public holidays). Orders placed after 2pm are sent the next business day. During peak sales or holiday periods, dispatch may take longer.

Do you offer free shipping?

Yes – enjoy free express shipping Australia-wide on orders over $50 AUD. For orders under $50 AUD, a flat rate of $9 AUD applies. Delivery usually takes 5–10 business days.

Can I change my shipping address?

If your order hasn’t shipped yet, email us at support@hidream.com.au right away. Once dispatched, we can’t change the address, and if it’s returned to us you’ll need to cover the reshipping fee.

Returns & Exchanges

What is your returns & exchange policy?

We accept returns within 30 days of purchase if the item is in original condition, unused, with tags attached and in original packaging. Proof of purchase is required. Sale or promotional items are not refundable but can be returned for store credit. Personalised items cannot be returned or exchanged.

Do I pay for return shipping?

For refunds: A flat $15 AUD is deducted from your refund to cover return shipping. For exchanges: We provide a complimentary return label.

How do I start a return?

Email us at support@hidream.com.au and our customer service team will guide you through the process within 24 hours.

I purchased the wrong size – can I exchange it?

Yes, exchanges for a different size are available within 14 days of purchase. Email us at support@hidream.com.au.

What if I receive the wrong item?

We’re sorry if this happens! Please email support@hidream.com.au with your order number, and we’ll fix it right away.

How will I be refunded?

Once we receive and inspect the return, your refund will be issued to your original payment method (excluding original shipping) or as store credit. If you paid with a gift card, we’ll reissue it to you.

Products

How can I find more information about a product?

Every product page includes details like features, size guides, materials, and care tips. If you still have questions, email us at support@hidream.com.au – pet photos welcome!