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FAQ

Do you ship internationally?

We offer reduced domestic shipping fares and do ship internationally however prices may vary due to varying taxes from country to country.

Are your hides 100% natural?

Correct. All our product are ethically sourced as by-products of the meat industry from the world's best tanneries. 

I have a large order - may I order your rugs in bulk?

We are more than happy in providing large bulk orders - please contact us directly for further inquiries info@hidesofexcellence.com.au.


What if there is Product Damage?

In the unlikely event that your item arrives damaged contact us at info@hidesofexcellence.com.au and include the order number and tell us which items were damaged and how (sending us a digital photo would be really helpful if you can). If you do not want parts or a replacement, then the item comes under our normal returns policy. Please make sure that you check for damage immediately upon receiving the product(s), as we cannot take responsibility for damages that may happen once you have received the product(s).

What is the Returns Policy?

We want you to be able to shop with confidence. You can return an item that you bought from us for any reason within 7 days of receiving the item.


If you decide to return your item then we'll refund the purchase price less the initial delivery fee to cover the outward delivery cost.


Please be aware that if you return one of these products our actual delivery costs (both outbound and inbound) will be deducted from your refund. The item must be returned in its original condition so that we can endeavour to re-sell it.

How to return an item you've bought from Hides of Excellence:


  • Contact us by email info@hidesofexcellence.com.au to advise of the return. A returns authorisation number will be issued to you
  • Then post to the Hides of Excellence PO box address:

Hides of Excellence
PO BOX 6275
ALEXANDRA NSW 2017


This will need to be sent via registered post.

What is the Shipping Policy?

We deliver products using Australia Post. Shipping costs are influenced by the size and weight of the product and your location.


Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout. Orders are dispatched within 5 business days. Shipping times are estimated at between 7 and 12 business days depending on your location.


Care Instructions

Care Instructions for Natural Alpaca Cushions

  • Remove the cushion insert.
  • Fill a clean sink or tub with cold water and a small amount of mild liquid detergent like baby shampoo or a fine fibers formula. (Using hot water, or even two different temperatures of water, will “shock” the fibers, making them mat together and start turning into felt.)
  • Do not use chlorine bleach or even gentle Woolite, as these harsh cleaners will cause damage.
  • Soak the hide cover for 3 to 5 minutes, gently squeezing the suds through.
  • Avoid twisting, wringing, scrubbing, or otherwise agitating it, as this will cause felting.
  • Rinse twice in clean, cold water and gently squeeze out the excess.
  • Lay between two towels, roll up the towels and set it aside for a few minutes.
  • Place on a dry towel or sweater rack and reshape (do not hang to dry). Let it dry away from sunlight and direct heat.

Care Instructions for Natural Cowhide Rugs & Cushions

  • Everyday use, it is best to vacuum
  • For liquid or food spills –act immediately.
  • Dampen cloth with diluted detergent and spot clean
  • Allow to dry naturally and air out in shade
  • No cleaners or chemicals to be used

Care Instructions for Printed Cowhide Rugs & Cushions

Never leave your stencilled print cowhides in the sun as they may fade. When mopping floors, fold up the cowhide and allow floor to dry before placing it back down.

Care Instructions for Reindeer Hide

In the beginning there may be some residual loose hairs due to the tanning process – It is recommended that you take it outside and shake it periodically to remove these. After about a month, these hairs will be mostly gone and you can shake it less often. This is a natural hide and so over time you should expect a minor degree of shedding.


Your reindeer hide will look beautiful indoors, but is not suited for use outdoors or in damp conditions. If cared for it will last for many years.


Decoratively, these pelts can be used almost anywhere; on a wall, bench or chair. It is not recommended to have the pelt on a floor.

Care Instructions for Skeepskin Rugs & Cushions

  • Natural and dyed sheepskin rugs are very easy to care for and when washed they can look like new again.
  • Place sheep rug in bath using luke warm water and using a small amount of non-alkaline mild liquid detergent wool wash. Do not use anything with enzymes or fabric softener.
  • Don’t agitate the sheepskin too much while washing; you just want a gentle action of water moving through the wool to dislodge dirt particles.
  • Do not move the hide so much so the wool mattes up like felt and simply swish the sheepskin around gently in the water for about 3 to 5 minutes.
  • Release the dirty water and refill the bath with fresh warm water to rinse the last soap and dirt away, you might need to do this a few times.
  • Roll the sheepskin rug up and squeeze out as much water as you can, let it drain and then transfer to a washing machine to spin out most of the excess water.
  • Rinse, drain and spin the sheepskin rug.
  • To dry the sheepskin rug I used a clean towel to lay it on, and pulled the leather into shape making sure it is flat. It is important that is dries slowly away from direct heat like direct sunlight and artificial heat or the leather could shrink or harden.
  • Do not tumble dry your sheepskin.
  • Don’t be tempted to speed up the drying process. Natural air flow can help the drying process.

Ordering

Can I place a bulk order?

Multiple products can be purchased using the ordering process outlined above. The shipping cost will vary depending on the size of your order. The total cost of your order (including shipping) will be visible on screen during the last stage of the ordering process, before you click the ‘Submit’ button to place your order.

To place a bulk wholesale order, please contact our customer service team:


Telephone: 0451 511 085

How can I cancel my order?

Please contact our customer service via email info@hidesofexcellence.com.au and include your order number provided in your confirmation email.

If you order has already been shipped, the cancellation will be classified as a return and therefore your delivery fees will unfortunately not be reimbursed. However, reimbursement of your product order value is available once you return the product according to the steps outlined in our Returns Policy.

How can I place an order?

Your orders can be placed quickly and easily via our website. Just click the ‘ADD TO CART’ button on any items you want to the purchase and when you are finished browsing click the ‘CHECKOUT’ button. On the Checkout page, enter your contact and delivery details, agree to the Terms and Conditions and ‘Total’ price, then click the ‘Submit’ button to place your order.

How do I know your website is secure?

To process your credit card payment and ensure safety online, our website uses eWAY: one of the world’s leading secure online payment gateway systems.

How I can retrieve my login details if I have forgotten them?

To retrieve or reset your login details, please contact our customer service team:


Telephone: 0451 511 085

I can’t decide on which colour/pattern to order. Can I order both and return the one I don’t want?

Due to the high cost of shipping this option is unavailable. However, our customer service team are always happy to provide additional imagery or information about a product’s design as needed. Please contact our team with details about the product or collection you are enquiring about:


Telephone: 0451 511 085

I saw a product on your website but now it’s no longer available. Does this mean it is out of stock?

To find out about a product’s availability, please contact our customer service team:


Telephone: 0451 511 085

What payment types do you accept?

We currently accept Visa, MasterCard, American Express and EFT to make it as secure and convenient for you as possible.

When will I receive an invoice for my order?

An invoice will be automatically generated and emailed to you upon completion of your order placement.

When will you debit my account?

Your account is debited immediately upon placing your order.

Shipping

Can I pick up my order instead of receiving a delivery?

Unfortunately orders can only be delivered at present.

How can I track my order?

Once your order has been shipped you will receive an email containing:


  • Your unique tracking number
  • Information explaining how to use this number to track your order via the courier company’s website

How much does shipping cost?

Shipping fees vary depending on the total order dimension, weight and delivery destination.

My order has not arrived. What should I do?

Most orders are sent out within 5 – 7 days of placement. If you are concerned about your order’s whereabouts, please don’t hesitate to contact our customer service team by emailing info@hidesofexcellence.com.au.

What if I’m not home when my order arrives?

Though it depends on the courier company, standard delivery practice ensures you will receive a card in your mailbox explaining how, where and when to pick up your order from the post office or courier company’s depot.

When will I receive my order?

Australia Delivery: You should receive your order within 14 days.

Where do you ship?

All over the world!

Returns

What if my order is defective?

In the unlikely event that your item arrives damaged, please send our Customer Service team an email at info@hidesofexcellence.com.au, including the order number, details about which items were damaged and how (sending us a digital photo would be really helpful if you can). Please make sure that you check for damage immediately upon receiving the product(s), as we cannot take responsibility for damages that may happen once you have received the product(s). Please also be aware that each product is one-of-a-kind, and therefore any natural marks occurring as part of the product should not be considered a defect.

What is your Returns Policy?

We want all Hides of Excellence customers to be able to shop with confidence. Orders can be returned within seven (7) days of receipt, providing the product/s are returned in original condition and suitable for resale. We offer a full refund on the purchase price, less the delivery fees. Simply follow these steps to return an item you have purchased:


  1. Email our customer service team on info@hidesofexcellence.com.au to advise them you are returning your order so they can issue you with a Returns Authorisation Number.
  2. Return your item via post by enclosing your Returns Authorisation Number in the parcel and sending the item via registered post to Hides of Excellence, PO BOX 6275, Alexandra, New South Wales, 2017.

Once your return is processed, the purchase price of the order will be returned to your account. Unfortunately the shipping fee will not be refunded, and any fees incurred via return freight and packaging are not covered by Hides of Excellence.

When will my refund be issued?

Once your product is received at our warehouse for quality control and deemed fit for resale, the cost of your order will be refunded into your account and email sent to confirm the refund.

General

Are your animal products compassionately manufactured?

Every product we offer is sourced as a by-product of the meat industry.

Are your hides natural?

Absolutely. We only offer natural products.

Do you offer gift wrapping?

All Hides of Excellence orders are gift wrapped.

How can I care for and store my Hides of Excellence product?

When cared for correctly, your hide or leather product can be passed down to future generations. All items are made from natural materials and minimum care is required. To remove any dirt or marks, vacuum the item or use warm water and a diluted hand detergent to spot clean with a damp cloth. Allow the product to dry naturally and do not use any cleaners or chemicals.

How can I contact you?

There are three easy ways you can contact our Customer Service team, either via telephone between 9 a.m. and 4 p.m., Monday to Friday, (AEST) or email and we will get back to you the following working weekday:

• Telephone: 0451 511 085 (standard call charges apply)


How do you ensure quality?

All of our quality hides are internationally sourced from reputable tanneries. Our family-run business calls upon three generations worth of experience and knowledge when working alongside our industry’s best suppliers.

Where are you located?

Our private warehouse is located in Sydney close, to the central business district.

Where should I send press enquiries?

Who are you?

Visit our About page to learn all about our family-owned business.

Wholesale

As a wholesale customer can I order online?

Absolutely. Once we have verified your information and created your wholesale account you will be able to login at your convenience to access the confidential wholesale pricing.

Can I become a wholesale customer?

Most definitely. Click here to register to become a Wholesale member. Submit your details and someone from our customer service team will be in contact to verify your account.

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