Terms of service

Last updated: 28 August 2026

These Terms of Service apply when you visit the Heidi & Co online store, use its features or buy products from us. In these terms, Heidi & Co, we, us and our mean the business registered under ABN 41 951 550 668 and operating under the registered business name Heidi & Co.

By using our online store, you agree to the website-use parts of these terms. When you place an order, the purchase-related parts apply to that order once we accept it.

If you are under 18, you may use the store and place an order only with the involvement and permission of a parent or guardian who agrees to these terms.

Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any right, guarantee, remedy or liability under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Our goods come with consumer guarantees that apply automatically. Products must be of acceptable quality, safe, fit for any purpose made known to us, and match their description, sample or demonstration model where applicable.

If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy, depending on the circumstances. Our Refund Policy explains how to contact us and request a remedy.

Our products

Heidi & Co sells country, equestrian and lifestyle fashion, including clothing, hats, shoes, jewellery, scarves and accessories.

We take reasonable care to describe and photograph products accurately. Colours and textures may appear slightly different because of screen settings, lighting and photography. This does not affect your rights if a product is materially different from its description or does not meet a consumer guarantee.

Sizing information is a guide. If you would like help choosing a size, email shop@heidiandco.com.au before ordering. Any sizing or product advice we give does not limit your rights under the Australian Consumer Law, including where you tell us the purpose for which you need a product and reasonably rely on our advice.

Product availability may change without notice before an order is accepted.

Accounts and information

If you create an account, you are responsible for keeping your login details secure and for activity carried out through your account, except to the extent the activity was caused by our act or omission.

You must provide information that is accurate and complete enough for us to process your order. Please update your account or contact us if your details change.

Tell us promptly if you believe your account or payment information has been used without permission.

Orders and acceptance

When you place an order, you offer to buy the selected products at the prices and charges shown at checkout. An automated order acknowledgement confirms that we received your order but does not by itself mean that we have accepted it.

We accept an order when we send a dispatch confirmation or otherwise expressly confirm acceptance.

Before acceptance, we may decline an order for a reasonable reason, including where:

a product is unavailable
there is a genuine and obvious pricing or product-description error
payment is not authorised
we reasonably suspect fraud, misuse or unauthorised activity
we cannot deliver to the address provided

If we decline or cannot fulfil an order after taking payment, we will notify you and promptly refund the affected amount to the original payment method.

After we accept an order, we will cancel or change it only with your agreement or where permitted or required by law. Any cancellation or change will not limit your rights under the Australian Consumer Law.

Prices and payment

Prices are shown in Australian dollars unless another currency is clearly displayed.

Prices displayed to Australian consumers include GST where applicable. Before you place an order, checkout will display the total price payable, including taxes and any unavoidable or pre-selected charges. Delivery charges that depend on your address or chosen delivery method will be shown before payment.

We accept the payment methods offered at checkout. A payment provider may apply its own terms, but those terms do not reduce our obligations to you.

We may change prices, promotions and product availability before an order is accepted. Changes do not apply retrospectively to an accepted order.

If we identify a genuine and obvious pricing error before accepting an order, we may decline the order and refund any payment taken. If an issue is identified after acceptance, we will contact you and resolve it in accordance with applicable law rather than changing the agreed price unilaterally.

Shipping and delivery

Available shipping methods, charges and estimated delivery timeframes are shown at checkout or in our published shipping information.

Delivery dates are estimates unless we expressly agree to a fixed date. We will take reasonable care in arranging dispatch and delivery and will keep you informed if we become aware of a material delay.

Events outside our reasonable control, including severe weather, carrier disruption, public holidays and customs processing, may cause delays. This does not exclude any right or remedy you have under the Australian Consumer Law.

You are responsible for checking that the delivery address is accurate before submitting your order. If a parcel is returned because the address supplied was incorrect or incomplete, we may ask you to pay the reasonable cost of re-delivery before resending it.

Returns, exchanges and refunds

Our Refund Policy explains our 30-day change-of-mind return offer, exchanges, final-sale and hygiene exclusions, faulty-product remedies, return postage and refund processing.

The Refund Policy forms part of these terms. Its voluntary change-of-mind conditions operate in addition to, and do not replace, your rights under the Australian Consumer Law.

Product care and use

Please follow the care, washing, storage and use instructions supplied with a product or shown on its product page.

We are not responsible for damage caused by normal wear and tear, misuse, unreasonable use, incorrect washing, improper storage or use for a purpose the product was not designed for, except where the law provides otherwise.

This section does not affect your rights if a product is faulty, unsafe, not durable, misdescribed, unfit for a purpose made known to us, or otherwise does not meet a consumer guarantee.

Promotions and discounts

Discount codes, sale prices, gifts with purchase, free-shipping offers and other promotions are subject to any conditions displayed with the offer.

Unless the offer states otherwise:

a promotion cannot be exchanged for cash
a discount cannot be applied to an order placed before the promotion started
discount codes cannot be combined
promotions are available only during the advertised period and while relevant stock is available

Promotion conditions do not limit rights that cannot be excluded under the Australian Consumer Law.

Gift cards

Gift cards may be used according to the conditions displayed when they are purchased or issued.

Where the Australian gift-card rules apply:

a purchased gift card will be valid for at least three years from the date of purchase
the expiry date, or the fact that there is no expiry date, will be displayed prominently
we will not charge prohibited post-supply fees

Gift cards cannot usually be exchanged for cash except where required by law. Promotional vouchers and other excluded cards may have different validity periods where the law permits.

Website content and intellectual property

The text, images, graphics, logos, product descriptions, layout and other content on our store are owned by us or used with permission.

You may view and use the store for personal, non-commercial shopping. Except as permitted by law, you must not reproduce, republish, scrape, sell, commercially exploit or misuse store content without the permission of the relevant rights holder.

Nothing in these terms limits any right you have under copyright law or another applicable law.

Reviews and customer content

If you submit a review, image, comment or other content for publication, you confirm that:

you created it or have permission to share it
it is accurate and not misleading
it does not infringe another person's rights
it is not unlawful, threatening, abusive, defamatory, obscene or malicious

You grant us a non-exclusive, royalty-free licence to host, reproduce, format and display submitted content in connection with our store, products and organic social-media channels. We will seek separate permission before using identifiable customer content in paid advertising.

We may moderate or remove content where we reasonably believe it breaches these terms or the law. We will not edit a review in a way that materially changes its meaning.

Email and SMS marketing

Marketing subscription is optional. We will send marketing email or SMS only where we have the consent or other legal basis required by law.

Our commercial messages will identify the sender, provide current contact details and include a clear way to unsubscribe. We will action unsubscribe requests within five working days.

Unsubscribing from marketing does not prevent us from sending necessary messages about an order, payment, delivery, account, return or customer-service request.

Acceptable use

You must not use our store to:

break the law or infringe another person's rights
interfere with the store's security, availability or operation
introduce malicious code or attempt unauthorised access
make fraudulent purchases or payment claims
misuse discounts, promotions, reviews or account features
scrape or commercially exploit content without permission
harass, threaten, abuse or harm another person

We may restrict access where we reasonably believe this section has been breached. Any restriction will not remove rights or obligations relating to an accepted order or rights that cannot be excluded by law.

Store availability and third-party services

We aim to keep the store available and accurate, but maintenance, technical faults and events outside our reasonable control may interrupt access.

The store may use or link to third-party services such as payment, delivery and social-media platforms. Their separate terms may apply when you choose to use them. We are not responsible for a third party's independent acts or omissions except to the extent we are responsible under applicable law.

Responsibility for loss

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability under the Australian Consumer Law.

To the extent permitted by law, we are not responsible for loss that:

was not caused by our breach, negligence or wrongful act
could not reasonably have been foreseen when the contract was made
was caused by your misuse of a product or failure to take reasonable steps to avoid or reduce the loss

You may be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

Privacy

Our Privacy Policy explains how we collect, use, disclose and protect personal information.

Changes to these terms

We may update these terms for future use of the store. The updated version will be published with a revised Last updated date.

Changes do not retrospectively alter an order we have already accepted unless you agree or the change is required by law.

Disputes

If you have a concern, email shop@heidiandco.com.au and provide enough information for us to understand the issue. We will try to resolve it fairly and within a reasonable time.

Nothing in these terms prevents you from contacting the ACCC, a state or territory consumer-protection agency, or another relevant regulator, or from bringing a claim in a court or tribunal that has jurisdiction.

Governing law

These terms are governed by the laws of Queensland, Australia, and applicable Commonwealth laws.

You and we submit to the courts and tribunals of Queensland and any courts that may hear appeals from them. Nothing in this section restricts any right you have under applicable consumer law to bring a claim in another court or tribunal that has jurisdiction.