FAQ

Contact

How can I contact Hudson Bay Canberra?

If you have any questions, please do not hesitate to contact us. We are happy to help you. Our experts are available 5 days a week to answer all your questions.

Contact: info@hudsonbay-canberra.com

How long will it take before I receive a response?

We always strive to respond to your question within 24 hours during working days.

Order and pay

With which payment methods can I pay?

You can pay with MasterCard, Visa, Amex, Maestro, ShopPay, Paypal, Google Pay and Apple Pay

Will I receive an order confirmation?

You will receive an order confirmation by email immediately after placing your order. This email contains the order number (consisting of 5 digits), the order overview and the delivery address.

I have provided an incorrect address, can I change this?

Send to

Which countries do you ship to?

At the moment we only ship to Australia.

What are the shipping costs?

Shipping costs are free, we pay them.

How can I track my order?

Once your package has shipped, we will send you an email with tracking information. Here you can view the status of your order and, if necessary, provide additional instructions to the courier service.

I have not received my order, what should I do?

You have not received your order? That's sad to know. After placing your order you will receive an order confirmation with your order number. Your order will be shipped within 1 to 2 business days. You will also receive an email with your package tracking information. Have you not received this email or is the status of your package unclear? Please contact us at info@hudsonbay-canberra.com

My tracking shows that my order has been returned, what should I do?

Contact us at info@hudsonbay-canberra.com. One of our customer service representatives will investigate what happened and provide you with a resolution as quickly as possible.

Returns and exchanges

I changed my mind, what now?

Have you changed your mind? Of course, as soon as you let us know within 30 days of receiving your order that you want to return your order, we will issue a refund to your account within 30 days of receiving the returned order. Please note that you are responsible for return shipping costs.

I want to exchange the product, how do I do that?

You can exchange your order for a new item within 30 days of the delivery date at no extra cost. Please note that you will need to pay a minimum shipping fee to have the desired item sent to you, as well as the shipping fee for returning the original item. Once we have received the returned package, we will send your new item within 7 days. If you have any questions, please feel free to contact us!

The product arrived damaged, what now?

Have you received a damaged product? Send us a photo of the order together with your order number within 30 days to: info@hudsonbay-canberra.com and we will ensure that you receive a new item free of charge within 7 days of receiving the email.

The item I ordered is now out of stock, what now?

If you have ordered an item that is already “out of stock”, we understand how disappointing this can be. As a courtesy, we offer you the option to choose a different size, color or a new item of equal value so you can find something you love without having to wait for the original item to become available again. Send us an email with your order number and we will ensure that your order is adjusted immediately!

I have received the wrong order, what now?

Have you received the wrong product? Send us a photo of your order together with your order number within 30 days to: info@hudsonbay-canberra.com and we will ensure that you receive the correct order free of charge within 7 days of receiving the email.

I never received my order, what now?

Have you not received the product? Send us an email with your order number to: info@hudsonbay-canberra.com and we will investigate and resolve this for you.

I want to cancel my order, what now?

Have you changed your mind or accidentally chosen the wrong size or color? If you let us know within 2 hours of placing your order that you wish to cancel or change your order, we will refund the money to your account within 14 days of receiving the cancellation. If you let us know after 2 hours, you will have to wait until the order has been delivered and then you can still change or cancel the item.