Before and after you order
Shipping & returns
Orders usually leave us within 3–5 business days, and you’ve got 20 days from delivery to send something back — for a full refund, or swapped for the size you actually needed. The rest of it is below, in plain English.
Dispatch & delivery
- Orders are packed and dispatched from Australia, usually within 3–5 business days of being placed.
- Shipping is a $10 flat rate anywhere in Australia — and free once your order reaches $100.
- After dispatch, delivery usually takes 2–8 business days with Australia Post, depending on where you are.
- Crew orders, custom branding and anything awaiting stock can take longer — we’ll tell you before anything is produced or sent.
- If your crew has a fixed start date or a site deadline, contact us before ordering and we’ll tell you whether we can hit it.
Returns & refunds
- Ordered the wrong size? That’s exactly what the 20 days is for — gear without your logo on it comes back for a full refund.
- You’ve got 20 days to return something, counted from the day your order arrives.
- Items must be unworn and unused, with the tags still attached and in their original packaging.
- There’s no restocking fee. Once your return is received and checked, the refund goes back to the original payment method through Shopify.
- How fast your bank posts it is out of our hands — that part sits with your card issuer.
- Return postage is paid by the customer, unless the item is faulty or not what you ordered.
Size exchanges
- Would rather have the right size than your money back? Email us and we’ll set that size aside for you straight away.
- Post the original back to us — same 20-day window, and it needs to arrive unworn with the tags still attached.
- Once your return is with us, we send the replacement out at our cost, free.
- If the size you need isn’t in stock, we’ll refund you in full instead.
- Branded garments and sale items can’t be swapped — see Not returnable.
Not returnable
- Anything we’ve embroidered or screen printed with your logo can’t be refunded — it’s made to order for you.
- Sizes on branded garments are locked in before anything is produced, so double-check them with us at quote stage.
- Sale items are final: no returns, no exchanges, no size swaps.
- If a branded or sale item arrives faulty or isn’t what you ordered, that’s a different story — contact us and we’ll sort it.
Faulty or incorrect items
- If something arrives damaged, faulty or isn’t what you ordered, let us know as soon as you can and within 20 days of delivery.
- Send your order number, a photo of the item and the packaging, and a short description of the problem.
- We cover the return postage in these cases. Please don’t return or discard packaging until we’ve reviewed it.
Order updates
- Checkout runs through Shopify, so your order confirmation and any payment or fulfilment updates come from that system.
- For anything about a specific order — status, address changes, split deliveries — email us with your order number and we’ll look into it.
What to include when you email
Your order number
The product name or link
Sizes received and sizes needed
Whether you’d like a refund or an exchange
Photos if something is damaged or faulty
Your preferred contact time
Customer service runs 9:00am–9:00pm. The quickest way to reach us isci@hprural.com.au.
Still not sure?
Send the details and we’ll tell you exactly what applies to your order.