Order help

Find your next step, from bag to delivery.

Before placing an order

Check the model, colour, quantity and accessory compatibility. Review the Australian delivery address and selected shipping service. You can remove items from your bag before submitting an order.

Find your order

If an order is associated with your account, visit My account → Orders. Otherwise, use the reference from your order confirmation when calling us. This page is guidance, not a live parcel-tracking service.

Change an address or cancel

Call as soon as you notice an error. We will check whether the order can still be changed before dispatch. If it has already been dispatched, a delivery redirection may not be possible. A cancellation request is not confirmed until its status has been checked.

Where is my parcel?

Review the estimated processing and delivery periods on our delivery page. If you received a carrier tracking reference, use the carrier’s tracking service. If there is no reference or the parcel is overdue, contact HectorFamily with your order number.

Wrong, missing or damaged item

Tell us what arrived and what appears to be missing or damaged. Photographs can help assess the issue where practical. Keep packaging if possible, but the absence of packaging does not automatically remove statutory rights.

Need a return?

Read Returns & refunds and arrange the destination before sending goods.