WHOLESALE SUPPORT
WHEN WILL MY ORDER SHIP?
Orders are shipped within 2 business days of payment via Startrack Couriers from our Prestons, NSW 2170 warehouse, unless otherwise advised by our customer service team.
WHERE IS MY ORDER DISPATCHED FROM?
Orders are dispatched from our Prestons, NSW 2170 warehouse unless otherwise advised. If shipped from multiple locations, your Wholesale Team member will notify you.
WHEN WILL I RECEIVE MY ORDER?
Orders are shipped via Startrack Express. Once dispatched, delivery times depend on your location. Deliveries must be signed for.
HOW DO I TRACK MY DELIVERY?
Once dispatched, you’ll receive tracking details via email. Click the link to track your order through the Startrack portal here.
WHAT ARE YOUR SHIPPING RATES?
We offer free Startrack Express shipping on orders over $250. Orders under $250 incur an $8 shipping fee.
At checkout, B2C shipping rates appear—please ignore these and proceed with checkout.
HELP! I NEED A SIZE OR QUANTITY THAT’S UNAVAILABLE
If your required size or quantity is unavailable, contact our Wholesale Team. They can check for incoming stock, but all current inventory is listed on the B2B store.
DO YOU HAVE A SIZE CHART?
Yes! Each product page includes a size guide link near the size selection buttons.
HOW DO I VIEW MY PROFILE?
Click ‘PROFILE’ in the header navigation. Some settings can be edited directly. For changes to your company login email, primary shipping and billing addresses, TAX ID, or assigned users, contact your Wholesale Team.
Your primary shipping address cannot be edited in your profile, however an alternative address can be entered at checkout.
HOW DO I ADD A PAYMENT METHOD TO MY PROFILE?
In ‘PROFILE’, scroll to ‘Payment Methods’ and click ‘+’ to add your card details.
HOW DO I VIEW MY PREVIOUS B2B ORDERS?
Go to ‘ORDERS’ in the header navigation or access them via your profile.
WHAT IS MY DISCOUNT?
Once logged into B2B, product prices on the PDP reflect your discount. For pricing inquiries, contact your Wholesale Team.
HOW DO I LOG OUT?
To log out of your B2B account, click ‘PROFILE’ in the header navigation. Then, use the dropdown menu accessed via the 'initials' icon in the top right corner. Once logged out, you can browse our direct-to-consumer website and view the full range.
HOW DO I GET IN TOUCH?
Contact your Wholesale Team member directly via phone or email. Our Customer Care team is also available to assist with any enquiries.
HEAD OFFICE AUSTRALIA
Phone: +61 2 8068 8600
Email: customercare@hellyhansen.com.au
Hours: 9am-5pm AEST, Monday-Friday
Visiting & Shipping Address:
Unit 4-5/16-22 Cross Street, Brookvale NSW 2100, Australia