Some frequently asked questions

Can't find information you want?

Please contact our Customer Care service by emailing:info@hersbyray.com. We are always happy to help with any query and reply you within the next 24 hours. And we are closed on weekends and Australia public holidays. 

What Payment Methods do you accept?

We currently accept: 

  • PayPal (Please note that you don't need a PayPal account to do that, just fill in your credit card/Master card info, and it will help you pay automatically)
  • Shopify Payments
  • Visa
  • Master 
  • Amex
  • Apple Pay 

How do I return an item?

Please read our Shipping & Return page to get the information. 

Can I return an item for a refund?

We only refund manufacturing faulty items. Change of mind returns are issued store credit, which expires in the next 12 months. If you feel your order qualifies for a refund, please email us at info@hersbyray.com

Refunds back to credit/debit cards can take 5-7 business days to process and appear in your account again depending on your financial institution. If you still haven’t received your refund after 7 business days, please contact our Customer Care.

And foreign transaction fees and currency conversion fees incurred during the initial order payment transaction are charged by the respective credit card company or bank institutions and not from us, hence we cannot refund such fees.

Do you Ship internationally?

Yes, we ship worldwide. Please refers to Shipping & Return for the cost and delivery time. Please note that you might charged customs, and all the customs and duties taxes are the responsibility of customers. 

Can I change or alter my order?

We try to process your order as soon as possible everyday, and all orders received before 4pm Sydney time (AEST) on a business day are shipped out that same day, so your email must arrived before this time. If you need to make a urgent change of your order please email us (info@hersbyray.com) with the correct changes and your order number. Once a payment has been received or your order has been shipped, it is the subject to return policy.

Can I cancel my order?

 We do not accept the cancellation of orders, however we can issue your a credit note or exchange of the products before the item has been shipped, once it left our warehouse, it is the subject to return policy.

The item I liked or my size is no longer on the website, will it be restocked?

We are more than welcome to let you know our restock updates, feel free to email us (info@hersbyray.com) check the items you like and your size, if we get lots of queries on some items, we will restock them!