Customer Care, Ts & Cs & other questions answered

If you have any additional questions don’t hesitate to email us aisha [@] or give us a call +61-415-166-673

Returns Policy: We don't actually have a return policy for purchases made at Hills & West. We handle returns on a case-by-case basis with the ultimate objective of satisfying the customer, you. We stand behind our goods and want you to be satisfied with them. We'll always do our best to take care of your needs —our philosophy is to deal with them fairly and reasonably; we hope you will be fair and reasonable with us as well.

Shipping: All Hills & West shipping is free for purchases over $50 for all Australian orders and a fee, calculated on weight and destination, for all orders outside Australia.

Orders will be processed and dispatched within three business days. This will be subject to payment clearance and stock availability.

Hills & West uses Australia Express Post to deliver your bags and accessories. To make sure your order safely reaches you, a signature is required upon delivery. Please note: No PO BOX addresses are accepted.

You will receive an email from us confirming your order. Once your package has been dispatched, we will send you another email confirmation.

If you enter an incorrect address during checkout, Hills & West is not liable for any delay or if the item does not arrive to you. Where an incorrect address is entered, parcels are usually returned to sender. We will make every effort upon the parcel being returned to us to re-label and re-dispatch however Hills & West cannot be accountable for any delays which are incurred during the transit/delivery period. Please note there will be an added delivery charge to resend your item(s) to the correct address.

In the event that you want to change your shipping address after placing an ordering, we will be unable to redirect your order once it has been dispatched. Contact aisha [@] if you require redirection before your item/s are dispatched.

Orders are subject to stock availability. If items ordered through our online store are no longer available, or in the event we are unable to fulfill your order, Hills & West will notify you within 3 business days to arrange a full refund or an exchange.

Delivery timeframes: Australian Metropolitan Areas: 3-4 Business Days

Outside Australian Metropolitan Areas: 3-10 Business Days

Outside Australia: Varied dependent on destination.

NOTE: Hills & West operates Monday to Friday except for Australian Public Holidays. Delivery times are provided as guidelines only. Orders outside Australia may be delayed if held up in Customs. 

Product display online: We have made every effort to display product as accurately as possible, however as screen displays vary, we cannot guarantee that the display of any colour will be completely accurate. 

Quality: All items are quality checked before they are dispatched to you.

If you receive an item that is not in good condition, please contact us immediately by email on aisha [@]

Taxes & Duty for Orders Outside Australia: Currently Hills & West ships in Australia only. If you are from outside Australia, please email and we can discuss the most cost effective shipping options for you.

Product prices displayed are exclusive of all taxes and duties for countries outside Australia. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

Please note customs or import duties are charged once parcels reach their destination (delivery) country. The recipient of the parcel must pay these charges. As customs policies and import duties vary widely from country to country, we have no control over these charges and cannot confirm what the cost would be. To reduce delay of your purchase, please check with your local customs department to ascertain what these fees may be and how you would need to pay for them before placing an order.

Payment & Security: Hills & West offers Stripe, through our website, as our secure online payment option. To pay using Stripe, select the Credit Card option at check out and complete the forms required. Secure external payment providers manage STRIPE.

Hills & West will never hold your Credit or Debit card information.

To place an order online with Hills & West you will require a Credit or Debit card. We accept Visa and Mastercard. Electronic transfers are available on request.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you are not over the age 18 years old.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion.

Promotional Codes: Promotional codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotional code or offers, and must be redeemed by the date published, if provided. 

Currency: Please note that all transactions made through will be made in Australian Dollars. Your financial institution may charge a fee for a transactions made outside Australia.

The currency converter provided on this site is only a guide based on present global exchange rates. If you are paying for your order through a financial institution outside Australia, you may be charged a different rate. If you are unsure, please check with your financial institution before proceeding with the order. For more information on the security of your payment details through STRIPE, click on this link.