How can I get in contact with you?

You can contact our customer service team at info@thehamiltonfamilyportsea.com.

Send us an email and our team will get back to you as soon as possible. To help us assist you efficiently, please avoid sending multiple messages regarding the same enquiry.

Please note that we currently provide customer support by email and not through Instagram or Facebook.

Which payment methods are available?

The available payment methods will be displayed at checkout and may vary depending on your location.

Depending on availability, payment options may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Shop Pay
• Other supported local payment methods

All payments are processed securely when your order is completed.

How long does it take to receive my order?

Orders are generally delivered within approximately 3–7 business days after processing, depending on your location.

Delivery times are estimates and may occasionally be affected by carrier delays, public holidays, local delivery conditions, or other circumstances outside our control.

For more information, please refer to our Shipping Policy.

When will my order be dispatched?

Most orders are processed within 1–3 business days after purchase.

Orders are generally not processed on weekends or public holidays. During particularly busy periods, processing times may occasionally take a little longer.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information where available.

For further information, please visit our Shipping Policy.

Where can I find my order information?

After placing your order, you will receive an order confirmation at the email address entered during checkout.

If you cannot find your confirmation email, please check your spam or junk folder.

Once your order has been dispatched, you will receive tracking information where available. You can also follow the progress of your delivery through our Track Your Order page.

Can I change the delivery address for my order?

If your order has not yet entered the fulfilment process, we may be able to update your delivery address.

Please contact us as soon as possible at info@thehamiltonfamilyportsea.com.

Once your order has been processed or dispatched, we cannot guarantee that the delivery address can still be changed.

Please ensure that all delivery details are complete and correct before placing your order.

What happens if my package is lost?

If your tracking information has not been updated for an extended period or you believe your parcel may be lost, please contact our customer service team so we can look into it for you.

If tracking confirms that your order has been delivered to the address provided at checkout, The Hamilton Family Portsea cannot be held responsible for loss or theft after delivery.

Will my shipping costs be refunded if I make a return?

Unless otherwise required by applicable law, original shipping costs and return shipping costs are generally non-refundable.

Any additional duties or taxes that may apply are also generally non-refundable unless otherwise required by law.

Please refer to our Return & Refund Policy for full details.

What if I’m unsure about sizing?

We want to help you find the best possible fit.

Each product page includes a Size Chart with measurements to help you choose the right size. Our size guides use centimetres and are designed to make selecting your size as straightforward as possible.

If you are between sizes, we generally recommend choosing the larger size for a more comfortable fit.

If you still have questions about the fit of a particular item, contact us at info@thehamiltonfamilyportsea.com before placing your order.

Why was my order cancelled?

In rare circumstances, an order may be cancelled because of payment issues, unavailable stock, incorrect pricing, suspected fraud, or other exceptional circumstances.

If your order has been cancelled and you would like more information, please contact our customer service team and we will be happy to assist you.

How can I cancel my order if I change my mind?

Our fulfilment process begins shortly after an order is placed.

If you would like to request a cancellation, please contact us as soon as possible and within 24 hours of placing your order.

We will always do our best to accommodate your request, but we cannot guarantee that an order can be cancelled once it has entered the fulfilment or shipping process.

What if I ordered the wrong item or size?

Please contact us as soon as possible if you notice an error with your order.

If your order has not yet entered the fulfilment process, we may be able to make an adjustment.

Once an order has been processed or dispatched, changes can no longer be guaranteed.

How can I check the status of my order?

Once your order has been processed and dispatched, tracking information will be sent to the email address provided during checkout, where available.

You can use your tracking information on our Track Your Order page to follow the progress of your delivery.

How do I return an item?

If you would like to return an item, please contact us at info@thehamiltonfamilyportsea.com within the applicable return period.

Our team will provide you with the appropriate return instructions.

For full information regarding return eligibility, costs, conditions, and refunds, please visit our Return & Refund Policy.