FAQ

    General

  • There are three easy ways you can contact our Customer Service team, either via telephone between 9am and 4pm, 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)
    Email: [email protected]
    Contact form: Visit here

  • 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 of the outward delivery cost. Return delivery costs will be met by you.

    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 [email protected] to advise of the expected return.
    • Post the items back in their original condition, together with a note that includes your name, invoice number and reason for return to either address:

    Hides of Excellence
    PO BOX 6275
    ALEXANDRIA NSW 2017

    or

    Hides of Excellence
    16 Anderson Street
    BANKSMEADOW NSW 2019

  • Hides of Excellence is the sister company to NSW Leather Co Pty Ltd. Our head office and showroom is located in:
    Sydney - 16 Anderson Street, Banksmeadow NSW 2019.

    We also have a showroom and sales office in:
    Victoria - 107 - 109 Sackville Street, Collingwood VIC 3066.

    We are open to the public and wholesale Monday to Friday.

  • 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.
  • 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.

  • Every product we offer in our home decor range has been produced from a sourced by-product of the farming and meat industry. We are 100% committed to the production of home furnishings that are both sustainable and environmentally friendly.
  • The entire Hides of Excellence home decor collection is produced from ethically sourced genuine hide by-products. We work with the world's leading tanneries that share our ethical values. We take a hide out of landfill and transform it into a sustainable and luxurious home furnishing that can be enjoyed for many years to come.
  • All Hides of Excellence orders are gift wrapped.
  • Hides of Excellence is located in Australia. We do however ship internationally with some countries listed in the menu on our shopping cart page. If however you do not see your country listed please contact us directly for an obligation free shipping quote. Please note however shipping prices vary due to weight of the goods being shipped. We also encourage you to contact your local customs agency as to any additional taxes you may incur on collection of your parcel since goods will be shipped from Australia.

    For detail information please visit our shipping page

  • 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.

  • We are more than happy in providing large bulk orders - please contact us directly for further inquiries [email protected].
  • For detail information please visit our shipping page
  • In the unlikely event that your item arrives damaged contact us at [email protected] 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).

  • 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.

  • Please send your press enquiries to [email protected].

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

    • 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
  • 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.

    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 as a rug as the fibres are brittle and will result in shedding.

    • 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 lukewarm 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.
  • 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.
  • Ordering

  • 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 shopping cart page, displaying on screen before you are required to enter any credit card details and submit your order.

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

    Email: [email protected]
    Telephone: 0451 511 085

  • Please contact our customer service via email [email protected] 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.

  • 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.

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

    Email: [email protected]
    Telephone: 0451 511 085

  • 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:

    Email: [email protected]
    Telephone: 0451 511 085

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

    Email: [email protected]
    Telephone: 0451 511 085

  • We currently accept Visa, MasterCard, American Express and EFT to make it as secure and convenient for you as possible.
  • Your account is debited immediately upon placing your order.
  • Yes, you can pay for your Hides of Excellence purchase  using Afterpay. Simply select Afterpay as the payment method at checkout. You’ll pay for your order in four payments every 2 weeks. We will ship your order now. No interest, no additional fees, when you pay on time. Learn more about Afterpay here www.afterpay.com/en-AU 

  • Shipping

  • We welcome you to pick up your purchase from our Banksmeadow warehouse in Sydney. Simply select "PICK UP" as the preferred shipping option at checkout.

    Once your order has been received you will be notified via email to arrange a collection time. Same day pick up is available on orders placed before 2pm.

    Due to current COVID-19 restrictions this service will operate using contactless pick-up.

    If you would prefer to arrange pick up from our Collingwood, Melbourne warehouse, we can arrange this for you. However, please note due to stock location availability pick up may 3 - 5 days after placing the order.

    Our showroom are open 9am to 4.30pm daily at the following locations:

    Sydney: 16 Anderson Street, Banksmeadow NSW 2019 | 8.30am - 4.30pm
    Victoria: 107-109 Sackville Street, Collingwood VIC 3066

  • 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
  • Shipping is currently free on all orders Australia wide. International shipping fees vary depending on the total order dimension, weight and delivery zone destination.
  • 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 [email protected].
  • 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.
  • Australia Delivery: You should receive your order within 14 days.
  • Through our online store we enable shipping within Australia, New Zealand, Singapore, USA and Canada. Should you require an alternative destination country for your order please contact us via email and we will arrange an obligation free quote based on the product(s) you are ordering and country zone.
  • Returns

  • In the unlikely event that your item arrives damaged, please send our Customer Service team an email at [email protected], 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.

  • 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 [email protected] 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.

  • 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.
  • Wholesale

  • Absolutely. We welcome businesses related to interior, home decor, hospitality, architectural, retail to register here for access to our wholesale pricing.

    Once we have verified your information and created your wholesale account you will receive login access to a secure wholesale pricing area of our site where you can shop at your convenience.

  • 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.

Any Questions?

Our friendly customer support team are available and ready to help. Contact us during business hours and we'll be ready to assist.

Customer Support
+61 451 511 085
Send a message
[email protected]