FAQs

Have a question? Browse the most popular questions asked by our customers.

DELIVERY

HOW LONG WILL IT TAKE FOR MY PARCEL TO ARRIVE?

Delivery times vary depending upon the delivery area. See below for Australia and New Zealand estimated delivery times. Refer to the International tab below for information about International delivery.
Australia 4-7 Days
New Zealand 7-10 Days

WHY HAVEN’T I RECEIVED A SHIPPING CONFIRMATION EMAIL?

If you’ve not shopped with us before, we suggest that you check your junk/spam folders first and to make sure Horatio & Finn is on your safe senders list. Also check to ensure that you’ve signed up using the right email address. You can view this in your “My Account” section once you’re logged in and update if required.

CAN I HAVE MY ORDER REDIRECTED TO A DIFFERENT ADDRESS?

Once your order is shipped from our warehouse, we’re no longer able to change the address that your order is being sent to. Don’t worry, if you’re not in when a delivery is attempted, a card advising where you can pick up your parcel will be left for you. We also recommend that all of our customers keep their Horatio & Finn account details and address book up to date.

DO YOU DELIVER INTERNATIONALLY?

Horatio & Finn offers delivery to most countries around the world. You can find the available options, prices and time frames here. Shipping costs are calculated automatically on the checkout page and shown in AUD.

WHAT HAPPENS IF I’M NOT IN WHEN MY ORDER ARRIVES?

If you’re not available to take delivery, the carrier will leave a delivery card advising that your parcel has been delivered to a safe location; usually your local post office.

CAN I CHANGE OR CANCEL MY ORDER AFTER I’VE PLACED IT?

Our warehouse team prepares and dispatches orders very quickly to meet our shipping cut-off times. However, if you need to change or cancel your order, please contact our customer service team with your order number and we will accommodate as quickly as possible. Typically, orders placed before 3PM can be changed before 3PM the same day. Orders placed after 3PM can be changed until 3PM the following business day.

I’M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?

We take great care when packing your items but things may go awry from time to time. If your order is missing an item, please contact our customer service team with your order number and the missing item’s name. We will resolve the issue for you as quickly as possible.

I HAVE THE WRONG ITEM OR A FAULTY ITEM IN MY ORDER, WHAT DO I DO?

If you have receive an incorrect or faulty product, please contact our customer service team with your order number and the details of what went wrong. We will resolve the issue for you as quickly as possible.

PAYMENT

HOW CAN I PAY FOR MY ORDER?

You can pay for your order using Visa, MasterCard, and American Express debit and credit cards, as well as PayPal. If you are trying to use a discount code, please enter it into the Discount field on the Checkout page, and press ‘Apply’.

WHEN WILL I BE CHARGED FOR MY ORDER?

If your card is authorised, payment will immediately be taken from your account and you will receive an order confirmation email. If your card is not authorised, payment will not be taken.

WILL MY ORDER BE CHARGED ANY CUSTOMS AND/OR IMPORT CHARGES?

This will vary depending on the country your order is being sent to:
AUS and USA orders: No.
Rest of the world: You may be charged for handling fees and taxes as your order passes through customs.
The person receiving the parcel must pay any charges on a parcel. This will vary for each country. Horatio & Finn has no control over these charges and cannot tell you what the cost will be as customs policies and import duties vary widely between countries.

WILL I BE CHARGED ANY INTERNATIONAL BANK FEES WHEN ORDERING?

For customers outside of Australia, it is possible that your bank may charge you an international transaction fee. This charge comes directly from your bank and is outside of our control.

REFUNDS & RETURNS

CAN I RETURN AN ITEM?

Unopened Products
Changed your mind? No problem! We will happily accept returns of UNUSED and UNOPENED products. Please note that we do not refund the original postage fees with the return. To return a product, please contact our customer service team with your order number and the item’s details.
Damaged or Faulty Products
We take great care when packing your items so that they won’t get damaged in transit. If an item does arrive damaged, we ask that you let us know right away and we’ll arrange for the item to be returned back to us and a replacement to be sent out to you. Or if you prefer, we can refund you the original purchase price if the product is deemed faulty (less any postage costs).

HOW LONG DO I HAVE TO RETURN MY PRODUCTS?

For change of mind on UNUSED and UNOPENED Horatio & Finn products, you may return the product up until 30 days from the order date. Please note that the unwanted item/s must be returned back to us in their original condition. Please read the returns process below.
For faulty products, please contact us to confirm the warranty period and steps for your return.

HOW DO I RETURN MY ITEMS?

1. Contact our customer service team and let us know that you would like to arrange a product return. We’ll advise the best address for you to send the item back to.
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (not including original postage fees) to be refunded to the purchaser’s credit card or PayPal account. Please allow up to 7 days from the date we receive the returned goods for the refund to be processed.

PRODUCTS

CAN YOU TELL ME WHEN AN ITEM WILL BE BACK IN STOCK?

You can find the ETA of a particular product on the product detail page. These dates are subject to change and should be used only as estimation.

DO YOU HAVE ANY PHYSICAL STORES THAT I CAN VISIT?

Horatio & Finn is online only, allowing us to stock a huge range of men’s grooming products at the best prices.

DO YOU OFFER ANYTHING FOR WHOLESALE CUSTOMERS?

Our wholesale division offers a selected range of products for barbers and stores alike. Head over to our wholesale site and check it out for more information.

TECHNICAL

I CAN’T SIGN INTO MY ACCOUNT. WHAT SHOULD I DO?

Make sure you are using the same email address and password that you registered with. Forgotten passwords can be rest by clicking on the ‘Forgot Your Password?’ link on the log in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to reset your password. If you’re still having issues, please get in touch with our customer service team.

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