Hugh and Hyde is pleased to offer a Click & Collect service for our customers.

Order Preparation

Orders arranged for complimentary Click and Collect are typically prepared within 2–4 hours of purchase, pending on if the order was made by 3pm. Please note that during peak trading periods or busy times, additional preparation time may be required.

Collection Notification

Customers will receive a “Ready for Collection” Confirmation Email once their order has been processed and is ready for pick-up at our Boutique Store.

Early Arrival without Confirmation

Customers who arrive without this confirmation email should be aware that their order may not be ready. Collection can only be guaranteed once the confirmation has been received.

Important - arriving for pick-up without this email does not guarantee that your order will be expedited ahead of time.

Delays

In the event of unforeseen delays in pick-up, customers will be notified promptly.

We kindly request that all customers follow this policy to ensure an efficient and reliable collection process for Click and Collection.

As one of the few personalisation boutiques in Australia to offer same-day pickup, we take pride in creating your monogrammed pieces with speed, quality, and care.

Each item is embossed in store by our Monogram Artisans, allowing you to enjoy personalised accessories without the usual wait time.

We aim to have your order ready for collection within 2–4 hours. However, as all monogramming is completed by hand and in real time, there may be rare occasions when same-day pickup is unavailable due to changes in Artisan availability, peak periods, or unexpected staff illness. Your patience and understanding in these unforeseen circumstances is much appreciated.

We uphold the highest standards of craftsmanship - only our fully trained and confident artisans are permitted to monogram orders to ensure every piece meets our boutique standard of quality and care, and to prioritise team safety with our embossing machines.

In such cases above when same day pick-up is not available, customers will be notified promptly with an updated collection timeframe or suitable alternatives.

Important: Customers who arrive without a formal confirmation email should be aware that their order may not be ready. Collection can only be guaranteed once the confirmation has been received. Arriving for pick-up without this email does not guarantee that orders will be expedited ahead of time, or be ready for same-day pick-up.

Your understanding and support mean the world to our small business.

For any further questions, please contact us at hello@hughandhyde.com.

Due to the permanent nature of personalisation, we do not offer refunds or exchanges once an item has been monogrammed due to change of mind. Please carefully choose your monograms before payment.

No, you don't need an account to place an order. However, creating an account allows you to save your shipping information for faster checkout in the future, track your orders, and view your order history.

We dispatch orders all over Australia, and some select countries internationally.

Domestic Shipping Rates

• $9.95 Standard Shipping to Metropolitan Areas (3-4 Business Days) and Regional or Rural Areas (5-7 Business Days)
• $14.95 Express Shipping to Metropolitan Areas (1-2 Business Days) and Regional or Rural Areas (3-4 Business Days)
• Free shipping for all orders over $99 is only valid within Australia.

International Shipping Rates

We currently only ship to selected countries and zones. This includes New Zealand, Singapore, The United Kingdom and The United States.

• $18.95 Standard International Parcel to the New Zealand (4-7 business days between main metropolitan areas)
• $34.95 Standard International Parcel to the United Kingdom (4-7 business days between main metropolitan areas)
• $29.95 Standard International Parcel to the United States (5-10 business days between main metropolitan areas)
• $19.95 Standard International Parcel to Singapore (4-7 business days between main metropolitan areas)
• Free shipping for all orders over $99 is only valid within Australia. We do not offer free shipping for international orders at this time.

All orders are shipped via Australia Post. Once your order has been dispatched, it becomes the responsibility of Australia Post. Hugh and Hyde does not accept liability for any lost parcels, delays in transit, or unsuccessful delivery attempts.

Please note, we are unable to guarantee the safe return of any items sent back to us. We recommend using a tracked service for any returns or exchanges.

Refunds or Exchanges are not offered for Change Of Mind, even if the item hasn’t been monogrammed. An exchange or alternate remedy may be offered for items of equal or greater value at Manager’s discretion.

In the rare event your item is faulty without prolonged and excessive use, we offer a refund or exchange within 30 days of purchase with valid proof of purchase.

A receipt or proof of purchase is required for all returns and exchanges, including gifts.

To maintain the quality and integrity of our products, refunds or exchanges will not be offered if:

1. The item has been used or worn over a prolonged period of time over 30 days.

2. The item has been used outside of its intended purpose, resulting in damage or faults. For example, overfilling an accessory, forcefully stretching leather beyond its designed capacity, or exposing it to excessive weight or pressure.

3. The item shows signs of prolonged or excessive wear-and-tear over 30 days following the purchase date.

We kindly ask that all our accessories are treated with care. Products that have been used extensively or returned after significant wear will not be eligible for refund or exchange. Our team reserves the right to assess the condition of any returned items to determine eligibility.

We do not tolerate any form of abuse or disrespect towards our staff offering our services from our Boutique Store. We reserve the right to refuse service and contact Rouse Hill Town Centre Centre Management and/or Security if necessary.

• Receive a Free Mystery Gift (and/or combination of gifts) valued at $99 with every purchase over $99 during our Oat Pre-Sale
• This promotion is only valid on the purchase of full priced items. The transaction value must be $99 or over and consist of full priced items only.
• This promotion is only valid online.
• The Free Gift/s valued at $99 will be selected at random.
• Ends Sunday 31st August 2025 at 8pm.

• All Hugh and Hyde Store Policies apply to this promotion, including those related to returns, exchanges, and fair use.
• While stocks last. Stock levels are limited and not guaranteed.
• This promotion does not have a fixed end date and may conclude at any time without prior notice.
• Valid In-Store and Online.
• Some sale prices are exclusive only to our Boutique Store in Rouse Hill Town Centre.
• T&Cs Apply
  

Terms and Conditions for our Instagram Bookmark Giveaway - Ending Sunday 21 SEPTEMBER 2025.

Closes on Sunday 21 SEP 2025, 9PM. Winner announced on Monday 22 SEP 2025 via Broadcast Channel called "One Year With You" Prizes will only be sent to the winner if they remain following @hughandhyde and @rousehilltowncentre for a period of time. Not open to H&H Staff Members, or family of Staff Members. Prizes based on current available stock. Participants must follow all conditions to validate their entries. Participants must have public pages.

Terms and Conditions for our Broadcast Channel Giveaway - - Ending Sunday 21 SEPTEMBER 2025.

Closes on Sunday 21 SEP 2025, 9PM. Winner announced on Monday 22 SEP 2025 via Broadcast Channel. Prizes will only be sent to the winner if they remain in this BC for a period of time. Not open to H&H Staff Members, or family of Staff Members. Prizes based on current available stock. Participants must follow all conditions.

IMPORTANT - Hugh and Hyde Giveaways are created to celebrate our community, bring joy, and give back during our Birthday Month in-store. We ask that all participants engage respectfully and in the spirit of fun. Any misconduct, disrespect, or unsportsmanlike behaviour towards the Hugh and Hyde Team may result in removal / blocking from our social media platforms and exclusion from our brand, website and future competitions.