FAQ & Customer Care

Welcome to HYMM Support - your guide to shipping, returns, sizing, payment options, and more. We believe clarity is part of luxury. Here, you’ll find everything you need to know about Shipping & Delivery, Returns, Exchanges, International Size Conversions and Buy Now, Pay Later.

Shipping & Delivery Timelines

Every HYMM order is dispatched from our Sydney studio, where each piece is carefully quality-checked and packaged before shipment. Orders are typically dispatched within 1–2 business days . You’ll receive tracking confirmation once your parcel has been shipped.

Some styles are pre-order; estimated delivery dates are listed on the product page.

We ship exclusively with Australia Post. For the best delivery experience, we recommend downloading the AusPost app for real-time tracking updates. Please note that transit delays caused by weather, customs, or carrier disruptions may occasionally occur.

Returns

We want you to love your HYMM pieces. If something isn’t quite right, eligible returns may be requested in accordance with the policy below.

Eligibility

• Returns are accepted within 7 days of delivery.

• Items must remain in their original condition — unworn, unwashed, unaltered, and with all original tags attached.

• We do not offer refunds for change of mind. Approved change-of-mind returns will be issued as store credit only.
• Store credit will be sent via email. Refunds will only be issued where required under the Australian Consumer Law or otherwise approved by HYMM.
• We do not accept change-of-mind returns on final sale items, accessories, or gift cards.
• This policy does not exclude or limit your rights under the Australian Consumer Law. If an item is faulty, not as described, or fails to meet a consumer guarantee, you may be entitled to a remedy.

How to Return

1. Email hello@hymm.au or submit the form on our Contact page with your order number.
2. Once approved, we’ll issue a prepaid return label for domestic orders only.
3. Pack your item securely and lodge it using the provided instructions.
   Return address: Shop 2 34 Macmahon Street, Hurstville NSW 2220

Processing Timeline

• Once your return parcel reaches us, please allow 3–5 business days for assessment and processing.
• You’ll receive an email confirmation once your store credit or approved refund has been issued.
• Store credit will be sent via email. Refunds will only be issued where required under the Australian Consumer Law or otherwise approved by HYMM.

Damaged or Faulty Items

Every piece is carefully inspected before dispatch. If your order arrives damaged or faulty, please contact us within 3 days of delivery with a brief description and clear photos at hello@hymm.au. We’ll review each case and arrange a repair, replacement, refund, or other remedy where appropriate in accordance with the Australian Consumer Law.

Return Shipping

• Australia: We cover the cost of return shipping for approved domestic returns and exchanges.
• International: Return shipping is the customer’s responsibility unless the item is deemed faulty or otherwise required under applicable consumer law.

Final Sale Items

All discounted or final sale items are not eligible for change-of-mind return, exchange, or store credit. This does not affect your rights under the Australian Consumer Law if the item is faulty, not as described, or otherwise fails to meet a consumer guarantee.

Exchanges

Need a different size or fit? Exchanges are available subject to the conditions below.

• Within the same 7-day window, exchanges are accepted under the same condition rules: unworn, unwashed, unaltered, and with tags attached.

• We prioritise size exchanges so you don’t miss out on wearing your piece.

• If your requested variant is unavailable, you may opt for store credit at 110% or a refund.

• Exchange shipping is free within Australia.

Size Guide

Every silhouette is designed to fit slightly differently depending on the fabric, cut, and construction. This guide is here to help you find your ideal fit.

• Bust: Measure around the fullest part of your bust, keeping the tape level and relaxed.

• Waist: Measure around the narrowest part of your waist — usually just above the belly button.

• Hips: Measure around the fullest part of your hips and bottom, with feet together.

For the most accurate fit, we recommend referring to the specific size guide on each product page, as measurements vary by style.

Fit Tip: If you’re between sizes, consider how you want the garment to feel — a closer fit for a sculpted look, or sizing up for more ease and movement.

Still unsure? Email us at hello@hymm.au — we’ll be happy to assist with sizing guidance.

International Size Conversion Chart

Each HYMM silhouette is designed with intention, though every fabric, cut, and detail may drape a little differently. To help you compare your usual size across regions, we’ve included this international conversion chart.

Buy Now, Pay Later

Gift Cards

• We offer digital gift cards for when you want to give someone the freedom to choose. You may purchase one here.
• Available in denominations from $50 to $1000, or email us if you’d like a custom amount — we’ll be happy to arrange it.
• All gift card purchases are final and non-refundable. Gift cards are delivered instantly via email, ready to forward or print.
• Valid for two years from the date of purchase.

Other Common Questions

Can I change or cancel my order?

If you notice an error with your order, such as an incorrect size or shipping address, please contact hello@hymm.au as soon as possible before dispatch. Once an order has been dispatched, cancellation is no longer possible, though eligible items may still be returned or exchanged in accordance with our policy.

Where are you based?

HYMM is based in Sydney, Australia, where each collection is envisioned and refined before being expertly crafted by our makers abroad.

How can I contact you?

For questions or support, email us at hello@hymm.au or submit an enquiry through our Contact page. We aim to respond within 24–48 hours.

Will sold-out items be restocked?

Most pieces are crafted in limited runs and are unlikely to return once they’re gone. If you love something, join our mailing list and follow us on Instagram for restock announcements.

Do you collaborate with creators or brands?

We selectively consider collaborations with creators, stylists, and brands aligned with the HYMM aesthetic. Please reach out with your socials, portfolio, and proposal.