Your Question Answered Here

Frequently Asked

Where is your store located? 

Our Boutique Store is located in Rouse Hill Town Centre (Rouse Hill, NSW, 2155). We are Shop GR152, which is in the BIG W section. You can find is in front of Decjuba, or next to Betts Shoes. If you have trouble locating our store, send us a direct message on Instagram and we will direct you. 
Do you do same day pick-up?

Yes! You can pick up your order in just 30 minutes when we have a Monogram Artisan available. We're proud to offer the fastest turnaround time for personalised gifts in the Sydney Hills suburbs. 
How long does it take to monogram an accessory in-store? 

Just 30 minutes. It may take longer if you order more items.

What is the difference between shopping online and shopping in-store?

Prices of items are reduced in store, as a little thank you for visiting us! Also, we don't do complimentary gift wrapping in store. It is only complimentary when you purchase online.

Custom Monogramming

I'm not sure what my friend would like – can I ask you for advice?

Yes of course! We have a lot of experience with this and we'd love to help. Instagram DMs is the fastest way to to reach us. If you send us a DM, we will usually get back to you in a few minutes. Otherwise, you can also send us an email at hello@hughandhyde.com
Can we see what the monogram will actually look on my accessory before placing an order?

We have a feature on our website which allows you to view your monogram preferences in a live preview, giving you a realistic view of how the final product will appear. Once you have found a product you like, just hit the Add Personlisation button and start customising straight away!
Do you offer monogram services for functions, events and expos?

Absolutely! We can do on-the-spot monogramming for events, big and small. Check out our Live Monogramming page for more information and fill in the form to receive a quote.

How can we add Custom Symbols for monogramming?

We are still currently working on getting our Symbols online. If you'd like to monogram an accessory with a Symbol, please leave your request in the Special Notes section at checkout.

Store Location

I placed an order for Click and Collect. Where is your store for pick up?

Our Boutique Store is located in Rouse Hill Town Centre (Rouse Hill, NSW, 2155). We are Shop GR152, which is in the BIG W section. You can find is in front of Decjuba, or next to Betts Shoes. If you have trouble locating our store, send us a direct message on Instagram and we can direct you. 
Where is Hugh & Hyde based?

We are proudly based close to home in Western Sydney. Please click on the Our Story page "HERE" for more information.

Delivery

When will I receive my item?

Standard Shipping is 3-5 business days, depending on the season, location and how busy Australia Post is. Express is 1-2 business days. Please click HERE for more information and an estimate arrival time.
Do you do gift wrapping?

Every item is wrapped in custom tissue paper and packaging cards. We offer Custom Gift Bags and Boxes as add-ons to complete your gift.

How long does it take to dispatch an item?

We’re proud to offer a 1-2 business day dispatch. As soon as we receive your order and payment is confirmed, we will start your monogramming ASAP. We will then dispatch your order via our trust courier within 1-2 business days (Please click HERE for shipping rates and time).
What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and secure online payment options like PayPal.

Returns and Change of Mind

I got the initials wrong on my order. Can I exchange my item?

Due to the permanent nature of Leather Monogramming, we do not offer refunds or exchanges once an accessory has been monogrammed. Please carefully review your Initials and Names for monogramming before payment.

What is Returns Policy?

We offer 30 days exchange or refund on items based on our Terms and Conditions. For more information, visit our T&Cs page.