FAQ

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.

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. 

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

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).

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 info@hidesofexcellence.com.au 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

 

 

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.

• 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

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.

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 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.

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.

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

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:

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:

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

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

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

Your account is debited immediately upon placing your order.

We welcome you to visit either of our two showrooms in Sydney or Melbourne where you can shop directly in store. Our showrooms are open Monday and Friday from 9am to 4.30pm.

Our showroom locations are:

Sydney: 16 Anderson Street, Banksmeadow NSW 2019

Victoria: 107-109 Sackville Street, Collingwood VIC 3066

Alternatively please contact us by calling +61 451 511 085 and we would be happy to Facetime with you and enable you to browse through our showroom.

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 fees vary depending on the total order dimension, weight and delivery 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 info@hidesofexcellence.com.au.

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.

All over the world!

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.

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.

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.

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.

Absolutely. We only offer natural products.

All Hides of Excellence orders are gift wrapped.

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.

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:

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.

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.

info@hidesofexcellence.com.au

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

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.