FAQ
CONTACTING US
HOW DO I CONTACT CUSTOMER CARE?
You can email hello@hanellei.com or fill in our Contact Form. We will try our best to respond within 24 hours.
For a faster response contact us on our live chat through our website (available from 9am to 4pm Monday to Friday). If you wish to contact us through Facebook we generally respond within 24 hours however there maybe a delay. We currently do not have a customer service phone number.
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Credit Cards, Debit Cards, Paypal and Afterpay.
IS IT SAFE TO PAY WITH MY CREDIT CARD ON HANELLEI?
We use the safest and most secure payment gateway in the industry in eWay and PayPal to process all credit card payments. Our shopping cart is PCI Compliant and 128-bit SSL certified. It has the same level of encryption as the large banks, your SSL keeps your information secure at all times. For more information see our Payment and Security Policy.
ORDERING
WILL I RECEIVE A CONFIRMATION EMAIL AFTER I PLACE AN ORDER?
Yes, you will receive an email confirmation after placing your order to confirm that we have received your order. If for some reason, you did not receive an email, please check your spam folder first before emailing hello@hanellei.com
WILL I RECEIVE A NOTIFICATION EMAIL ONCE MY ORDER HAS BEEN SHIPPED?
Yes, you will receive an email notifying you that your order has been shipped.
I JUSTED PLACED AN ORDER WHEN WILL IT BE SHIPPED?
We require 1-2 business days to process your order.
Order placed before 2pm Monday to Thursday will be posted out the same day. Orders placed after 2pm will be sent out the following day.
Orders placed on Friday's after 2pm will be sent out on the following Monday.
I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add items to an existing order. A separate order must be made.
WHAT IF A PRODUCT I WANT IS SOLD OUT?
Fill in the notify me section on the product page. Ensure to select your size. If we receive a high volume of requests we will try our best to restock the item. Some items may be re-ordered therefore the pre-order option will be available.
I JUST PLACED AN ORDER BUT I WANT TO CANCEL IT?
We can cancel your order and issue you with a online credit note only. Unfortunately once you have placed your order it cannot be refunded. The only exception is a double up of the same order, one of your orders can be refunded.
WHAT IS A PRE-ORDER?
A pre-order is when an item is currently out of stock but we have made a special order from the manufacturer already and we can expect it to come into stock within a certain timeframe. Once we receive the stock we will send the item(s) out to you as soon as possible. Available items ordered together with PRE-ORDERED stock will be sent out together when pre-ordered stock is available.
WHAT DOES UNFULFILLED & FULFILLED MEAN?
When your order is still being processed the status will be 'Unfulfilled'. When your order has been posted the status will show 'Fulfilled'.
I ENTERED A DISCOUNT CODE AND IT DIDN'T WORK
The discount code may be expired or you did not click the APPLY button next to where you entered the code. Once your order has been placed we cannot apply the discount code to your order.
SHIPPING AND TRACKING
CAN I CHANGE MY SHIPPING DETAILS ON MY ORDER AFTER IT HAS BEEN PLACED?
If you need to change your shipping details on your order, please email hello@hanellei.com immediately. We are generally able to change your order unless it has already been shipped.
DO YOU SEND TO PO BOXES?
Yes we can post to PO Boxes in Australia and New Zealand only. Unfortunately we cannot post to PO Boxes to all other countries.
WHEN WILL MY ORDER BE SHIPPED?
Orders with available stock are shipping within 1-2 days of payment. Orders that contain pre-ordered items are shipping once the pre-ordered merchandise has arrived in our office. We recommend placing separate order for available items and pre-ordered items. Orders are not shipped on the weekends or holidays.
CAN I TRACK MY ORDER?
Yes! Australian customers can track your order via Australia Post and international customers via DHL. You can also check your order confirmation for tracking details.
MY ITEMS HAVEN'T ARRIVED YET. WHAT DO I DO?
If you have not received your order within:
QLD/NSW/VIC/SA/ACT Regular post 7 working days/ Express post 1-2 business days.
TAS/NT/WA Regular post 10 working days/ Express post 2-3 business days.
International orders 10 working days.
Please email us hello@hanellei.com immediately.
RETURN AND EXCHANGES
CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE OR LAST PIECES?
Unfortunately, all final sale and last piece items cannot be returned or exchanged. Please refer to our Returns Policy.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Returns are generally processed within 5 business days of receiving your return. Please wait until we contact you of confrimation. Refer to our Returns Policy for more details.
DO I NEED TO USE MY STORE CREDIT IN ONE TRANSACTION?
No, you do not need to use your Hanellei credit in one transaction. If you do not use the total amount, your credit balance will update and you can use the remaining balance at a later date.
HOW LONG IS MY STORE CREDIT VALID FOR?
Your Henellei store credit does not have an expiry date.
I AM AN INTERNATIONAL CUSTOMER, CAN I RETURN ITEMS?
Yes you can return your items for a online credit note only. Unfortunately you cannot exchange for other items unless you are willing to cover all postage costs please contact us at hello@hanellei.com with your request.
OTHER
DO YOU HAVE A STORE LOCATION?
We are an online store only.