FAQS
WHO CAN I ASK FOR HELP WITH MY ORDER?
Got a question or concern? We are here to help. Our customer service hours are Monday to Friday 9am - 5pm AEST. You can reach out by email hello@thehaze.com.au or leave us a message here.
DO YOU OFFER A WELCOME DISCOUNT?
THE HAZE offers a welcome discount of 10% off first purchases when signing up to our newsletter. This code is sent via email once you have joined and is valid for 30 days from signing up. To redeem the discount, apply the code at checkout. Only eligible to use on full priced product only, no minimum spend.
DO YOU OFFER RETURNS OR EXCHANGES?
Yes we offer 14 day returns on all items, excluding Final Sale items.
We do not currently offer exchanges. If you are not happy with your purchase or if you need a different size and your item/s are eligible for return, please lodge your return for store credit.
Once your return has been processed, we will issue your store credit, which you can then use to purchase your new item/s. If you are concerned about missing out on your size, send us an email at hello@thehaze.com.au or leave us a message here. Read our full returns policy here.
HOW LONG WILL IT TAKE TO RECIEVE MY ORDER?
Orders placed Monday through Friday will be processed and dispatched within 2 business days. Orders placed on Friday or over the weekend will be processed from the following Monday.
During busy periods, promotional events and sales there may be delays on the dispatch of your order. For shipping times based on your location please see our shipping page.
CAN I CHANGE MY DELIVERY ADDRESS ONCE I HAVE PLACED MY ORDER?
If you notice your shipping address is incorrect after you place your order, please notify us of any changes as soon as possible. Send us an email at hello@thehaze.com.au or leave us a message here.
While we will do everything we can to make the requested adjustments to your details provided, if the parcel has already been dispatched, changes are unable to be made.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a shipping confirmation email including tracking details for your order.
WHAT DO I DO IF MY ITEM IS FAULTY?
If you notice your item has a fault, please reach out to us as soon as possible hello@thehaze.com.au. Please include your order number and photos of the fault. Read our full returns policy for a faulty item.
HOW LONG ARE GIFT CARDS OR STORE CREDIT VALID FOR?
Gift cards and store credit are vaild for 2 years from the date of issue.
Birthday Gift Cards that are allocated to newsletter subscribers are valid for 30 days from the date of issue. To subscribe to our newsletter - click here.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accepting the following payment methods:
- Visa
- Mastercard
- Amex
- Paypal
- AfterPay
- Klarna
- Apple Pay
- The Haze Gift Voucher
CAN I RETURN A SALE ITEM?
All discounted styles marked as ‘sale’ on the product page or discounted during a flash/promotional sale with a code or automatic discount can be returned for store credit only.
HOW DOES PRE-ORDER WORK?
We offer pre-order for a limited selection of pieces, it allows you to secure your item/s before the product arrives. Items available for pre-order will be indicated on the product page with the anticipated shipping date.
Payment is secured up front and you will receive a shipping confirmation email once the pre-order style has been dispatched. Read our full returns policy for pre-orders.
IF AN ITEM IS OUT OF STOCK, DO YOU HAVE A WAITLIST?
Yes, if you see something you love and it is no longer in stock, you can join the waitlist to be notified when it is back in stock.
Go to the product you wish to purchase, select the colour and size and if the style is out-of-stock an email address field will appear. Once you sign up, you will be notified once we receive delivery.
IS THERE SOMEONE THAT CAN HELP ME WITH FIT & SIZING?
On each product page you will discover information about fit and sizing under the ‘Fit Notes’ tab. This includes a description on how the garment fits and detailed information about what size the model is wearing and her body measurements.
We are more that happy to help with any fit or sizing enquiries, please do not hesitate to reach out hello@thehaze.com.au or leave us a message here.
WHAT CAN I DO IF MY PROMO CODE OR GIFT CARD ISN’T WORKING?
If you are having trouble applying your promo code or Gift Card, please email us hello@thehaze.com.au or leave us a message here.