Frequently Asked Questions

Stockists

Do you have any stores or stockists?

Hybernate sleepwear is available exclusively through www.hybernate.com.au.

Payment methods

What payment methods do you accept?

We accept Visa and MasterCard, Paypal, Afterpay and Hybernate gift cards.

Shipping

Do you ship internationally?

Yes, we ship worldwide. 

Do you offer free shipping?

Yes, for Australian deliveries when you spend $250 or more. For international orders, please refer to our Shipping page for details.

How much does shipping cost?

If you are in Australia and do not qualify for free shipping, you will be given the following shipping options and rates at checkout:

• Flat rate shipping $9.95
• Express Post $14.95

For international orders, please refer to our Shipping page for details.

What delivery services do you use?

Orders within Australia are delivered either by Shippit's courier agents (usually Couriers Please) or by Australia Post. International orders are delivered by DHL Express or Australia Post International. 

Please note that if you are outside of Australia you must include your phone number at checkout so you that can be contacted by DHL if necessary.

How quickly will I receive my order?

Please see our Shipping page for details.

How quickly will my order be despatched?

Orders are usually processed and despatched the next business day but during busy periods such as Christmas/New Year, sale periods or promotional periods, it may take up to 48 hours. If your order is particularly urgent, please contact us at hello@hybernate.com.au

Do I need to be home to sign for my parcel?

No, a signature on delivery is not required but please note that while the courier or Australia Post will do their best to deliver your parcel, if you're not home and the driver thinks it's unsafe to leave it (eg. you live on a busy street or the delivery driver could not access your property), they will deliver it to a nearby location for collection by you. In the case of Shippit, this is generally a nearby newsagency and for Australia Post, a local post office. If you want to sign for delivery, please contact us at hello@hybernate.com.au and provide your order details.

For international deliveries, if you are not home you will need to arrange for re-delivery. Please note that if you are outside of Australia, DHL Express requires that you provide your phone number so you that they can contact you about your delivery if necessary. Please provide your phone number at checkout for this purpose. For more information please contact us at hello@hybernate.com.au.

What happens with failed deliveries?

If a package is unable to be delivered due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or for some other reason, Hybernate is not liable for payment of return shipping costs charged by the courier (which includes any unpaid customs or taxes). Hybernate is also not responsible for any fees incurred upon re-shipping items to the customer. Customers are responsible for all shipping costs associated with returned packages due to failed delivery.

How can I track my order?

Once your order is despatched, you will receive a shipping confirmation email from Shippit or Australia Post (if in Australia) or DHL Express or Australia Post (if international) with your tracking number and a link to track your shipment.

Do I have to pay duties and taxes?

Orders shipped outside of Australia may incur duties and taxes. You are liable for all duties, customs, and sales taxes based on the requirements of the country where the order is being sent. Upon arrival, a separate payment may be required to release your order. Hybernate is not responsible for the payment of this duty. For more information on any customs and duties that may be incurred, please contact your local customs office.

Returns and exchanges

How do I return or exchange items?

We want you to be completely happy with your new Hybernate sleepwear. We understand however that sometimes your order might not be what you wanted so we will gladly exchange your item or provide a refund where the products are in new, unworn, unwashed condition with tags attached.

If you would like an exchange or refund, simply complete the enclosed Returns & Exchanges form within your order and return the items within 14 days of receiving them. Please send via trackable post or courier service to:

Returns

Hybernate Returns
Suite 9, 110-126 Botany Road
Alexandria NSW 2015
AUSTRALIA 

United States / Canada returns

Hybernate Returns
1 Chatsworth Avenue #359
Larchmont NY 10538
USA

Once we receive your item/s, we will process your refund back to the original form of payment and notify you when this has been completed. It usually takes 2-5 business days for the bank to process your refund depending on your bank provider. Please note that any shipping charges will not be included in the refund amount. For exchanges, we will not charge shipping for the new item/s to be sent to you.

If you have any questions about shipping and returns, please contact us at hello@hybernate.com.au.

How long does it take for my return to be processed?

Once your return has been received please allow up to 3 business days for your return to be processed. Once your return has been processed you will receive confirmation by email.

What happens if my order has gone missing or is not delivered?

For any delivery issues please contact us at hello@hybernate.com.au.

What if I need to make a change to my order?

Changes can only be made to your order before it has been despatched. In situations where you may have entered the wrong address, please contact us as soon as possible at hello@hybernate.com.au and we’ll do our best to help. Before submitting your order, please carefully review all cart items, payment, and shipping details.

Gifts

Do you have gift cards?

We currently offer gift cards for various amounts which you can find here. We'd be happy to provide a e-gift card for any value for you however, so please contact us at hello@hybernate.com.au and we'll arrange one for you.

Do you offer gift wrapping?

You may also choose to purchase a Hybernate zip up gift bag for $5 if you wish to make the gift extra special. If you would like us to send your gift directly to the recipient and want to include a gift message, please include your message in the notes section on the shopping cart page.

Sustainability

How does Hybernate care about sustainability?

Hybernate is committed to caring about sustainability which is why we are thoughtful about what we make, how we make it and how we deliver it to you. For more information, please see our sustainability page.

Hybernate sleepwear

What is Hybernate sleepwear made of?

Hybernate sleepwear is made of pima cotton sourced directly from Peru which is unbelievably soft, high quality and provides superior comfort for sleeping. You can read more about the incredible attributes of the cotton we use on our cotton page.

How do I care for my Hybernate sleepwear?

Our sleepwear is made to last and by following some simple care instructions, you’ll be wearing your Hybernate pieces over and over again. We recommend washing your sleepwear on a gentle wash in cold water with similar colours. You can use your dryer on a low heat to tumble dry and we do not recommend dry cleaning. Please also try to dry your sleepwear out of direct sunlight to minimise fading.

How do I know what size to buy?

Hybernate sleepwear comes in five different sizes: XS, S, M, L, XL. For more specific measurements, please refer to our size chart.

Can I wear my Hybernate sleepwear out of the house?

Absolutely! We designed our minimalist pieces so they can easily be worn not just in bed and lounging around watching Netflix but also while out and about grabbing a coffee and doing other leisurely things.