When you place an order, you'll receive a shipping confirmation email with all the details you need to track it. This email will include a tracking number and a link to the carrier's website where you can follow the progress of your package.

To track your order, simply click on the link in the email and enter the tracking number. You'll be able to see the current status of your shipment and an estimated delivery date.

If for some reason you're unable to track your order, don't worry! There may be a delay in the updates being reflected on the carrier's website. Or it's possible that there was an error in the email address provided during the order process.

If you're still unable to track your order or have any other concerns, don't hesitate to reach out to our customer support team. You can easily do this by using the chatbot located in the bottom right corner of the website.

We understand how important it is to have the most accurate and up-to-date information about your order and we're here to help you every step of the way. So, please don't hesitate to reach out if you have any questions or concerns, we are always happy to help.

All orders from Hoplilies Active are shipped from Australia. Therefore, if you reside outside of the Australia, you may be subject to additional import fees, depending on your location.

These import fees (Customs Duty) are charged by the local customs authority and are by no means the responsibility of Hoplilies Active. How much you pay depends on your location, the value of the goods and the type of goods. See more below.

Canada

Goods shipped to Canada may be subject to Goods and Services Tax (GST) and/or Customer Duties.

Unless exempt, you must pay the 5% GST on items imported into Canada by mail, in addition to any Custom Duties. Depending on the type of goods or their value, other taxes may apply, such as excise duty.

You do not have to pay GST on the following goods:

• Goods worth CAN$20 or less.
• Gifts from family members or friends who live abroad when the value is CAN$60 or less.

The Government of Canada has entered into agreements with certain provinces to collect the HST at a rate of up to 15%. If you live in a participating province, you will pay the HST instead of the GST.

USA

All orders over the value of USD$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department.

We will always endeavour to ship your order in the most efficient way possible. However, from time to time, it is possible your order will arrive in more than one shipment.

As a result, your items may not be shipped at the same time, in which case you will receive an email advising that some of your items have been dispatched. If this happens, don’t panic, the remainder of your order will arrive shortly afterwards.

Please note there is no need to contact our Customer Service Team in this case. However, if you experience significant delays, please feel free to get in touch.

If you have an account with us, you can also view the status of your order by logging in and viewing your order history.

Well this is a bit awkward. If, for whatever reason, you refuse the customs fee and the parcel is returned to Hoplilies Active, a shipping and handling fee may be deducted from your refund.

If you’re still unsure whether you’ll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.

While we cannot make any guarantees, if you contact our Customer Service Team as soon as possible, we will try to rectify any issues before your order is shipped.

Please note, once your order has been processed by our warehouse, we are unable to make any amends.

While we cannot make any guarantees, if you contact our Customer Service Team as soon as possible, we will try to cancel your order before it has been shipped.

Please note, once your order has been processed by our warehouse, we are unable to cancel any orders.

We’re really sorry to hear this!

In the unlikely event you are missing an item from your order, please contact our Customer Service Team as soon as possible with the below information.

• Your order number.
• The name of the item(s) you are missing.

Once we’ve received this information, we will ensure the issue is resolved quickly and efficiently.

Please note, all claims for missing items must be made within 7 days of the delivery date.

We’re really sorry to hear this!

In the unlikely event you have received the wrong item, please contact our Customer Service Team as soon as possible with the below information.

• Your order number.
• The name of the item you should have received.
• The name of the incorrect item you received.
• A photo of the incorrect item you received, including the Hoplilies Active logo.

Once we’ve received this information, we will ensure the issue is resolved quickly and efficiently.

You may be asked to return the incorrect item to us. Please see here for guidance on how to make a return.

Please note, all claims for orders with incorrect items must be made within 7 days of the delivery date.

We sincerely apologise for this!

In the unlikely event that you receive a faulty/damaged item, please contact our Customer Service Team immediately with the below information.

• Your order number
• The name of the faulty item
• A clear photograph of the fault along with a description

Once we have received this information, we will work with you to resolve this issue quickly and efficiently.

In some cases, we may ask you to return the item back to us. Please see here for guidance on how to make a return.

Please note, all claims for faulty items must be made within 7 days of the delivery date.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

If your return is accepted, we’ll send you a return shipping label.

You can always contact us for any return question at online@hoplilies.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at online@hoplilies.com.au.

How do I purchase a gift card?

Gift cards can only be purchased through our online store and can be found by selecting the ‘gift card’ option on our drop down menu. Gift cards will not be physically shipped, instead, you will receive a confirmation email containing your gift card code.

How long is a gift card valid for?

Gift cards are valid for one year from the date of receipt.

How do I use my gift card?

It’s easy! Once you’ve placed an order for your Hoplilies Active e-gift card, you will receive a confirmation email containing your unique code. This code can be used at checkout by entering it into the ‘gift card or discount code’ section.

You do not have to use the full amount in one go and you can also split your payment into part gift card and part credit/debit card.

Please note, gift cards can only be used on the store that they were issued on.

I’ve paid for my order using a gift card and now want to return my order.

Orders placed using a gift card will be refunded back onto a gift card. For any orders paid using split payment (part gift card, part other payment method), the amount will always be refunded to the gift card(s) first. Any remaining balance will be paid back to the other payment method originally used.

Got a discount code? Lucky you! You can use your code at checkout by entering it into the ‘gift card or discount code’ section and clicking apply. Please note, discount codes are not valid on sale items or e-gift cards.

It’s also worth noting discount codes cannot be applied once payment has been accepted, so don’t forget to add the discount before you complete checkout.

Sorry to hear this! If you have been provided with a discount code and it’s not working, please contact our Customer Service Team who will be happy to help.

We do indeed!

We’ve partnered with StudentBeans to offer an exclusive 10% off all our products - that includes sale items too! Being a student has its perks, after all.

Hoplilies Active Rewards (or Hoplilies Points) is a rewards scheme that allows you to earn points every time you shop with us. These points can then be redeemed as money off your next order.

Earning points is super simple. Here’s how:

1. Sign up for Hoplilies Active Rewards and receive 10 points.
2. For every $1 you spend with us, you’ll receive 1 point.
3. Earn 10 points when you follow us on Instagram.*
4. Let us know your birthday and you’ll receive 50 points to celebrate on your special day.*

*Please ensure that when you follow us on Instagram or enter your birthday, you do so via the Hoplilies Active Rewards pop-up. If not, your points may not be registered.

Sign up to AYBL Rewards clicking on the "rewards" icon.

For every 10 points you earn, you can get $1 off your next order.

To redeem your points, go to the Hoplilies Active Rewards pop-up, click ‘ways to redeem’ then ‘view’ (next to order discount) and select how many points you want to redeem. You’ll then be given a code which you can apply at checkout, where it says ‘gift card or discount code’.

Please note, Hoplilies Active Points cannot be used in conjunction with other discount codes.

Paying with Afterpay is simple and it allows customers the option to make purchases instantly and then pay for them in four equal payments every two weeks without any interest.

Please note, Afterpay is only available on our AUS Store

Anything else I should know?

Orders must be below $1000 and cannot be used on e-gift cards. You must be 18 or over and have a bank account with an Australian residential address. Late payment fees will apply. For more information, please see here.

We understand that sometimes you might need a little extra help finding the information you need. That's why we've made our Help Hub available for you to search through, but if you still can't find what you're looking for, don't hesitate to reach out to us.

We're here to help and make sure you have the best experience possible. Our customer service team is available Monday to Saturday, from 9am to 5pm (AEST time) and we'll do our best to respond to your inquiry within 1-2 business days.

We value your feedback and we're always eager to assist you in any way we can, so please don't hesitate to reach out to us with any questions or concerns you may have.

Would you like to become an Hoplilies Active Ambassador?
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We're always on the lookout for like-minded individuals who share our passion for fitness and fashion, although we're not currently accepting applications. We value inclusivity, empowerment, and community, and are keen to partner with individuals who embody these same values.
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As an Hoplilies Active brand ambassador, you'll have the opportunity to work with us on social media, be a part of a community of strong, inspiring women, and potentially even participate in our photoshoots and events.

We encourage you to keep posting on social media and sharing your fitness journey with us. While we can't guarantee that we'll partner with everyone who posts, we're always keeping our eyes open for potential brand ambassadors who we'd love to work with. So, keep posting and one day, you might just hear from us!

Thanks for your interest in becoming an Hoplilies Active's ambassador. We're excited to see all the amazing things that you're doing in the world of fitness!