It is really important to us that you love your purchase from Hanellei and we understand that mistakes can be made when you are not able to try on garments before purchasing. If you are not satisfied with your purchase or if it does not fit, we offer an exchange for an online store credit note, which can be used on any item in store.
Please keep in mind we are an small, individual online store with a different store policy to big corporations. Unfortunately we cannot offer the same policy as these large stores who have a large budget. If you are not happy with our store policy, you are not obliged to purchase. Before checkout we supply you with a link to our store policy, it is up to you the customer to read before purchasing. By ticking the box 'I agree to the terms and conditions' upon checkout, you have agreed to reading and acknowledging our policy.
We cannot force customers to read our Terms & Conditions however if the customer decides to read our policy after they have made a purchase and find they do not agree with our policy this is not Hanellei's responsibility. The customer is liable for their own actions. Being mean and making threats to our customer service staff is unacceptable and unfair. Our staff are simply following policy procedure. In no way are we trying to be misleading, our policy is clearly written and available for all customers to read at any time.
We kindly ask when emailing our customer service team that you consider there is a real person with real feelings behind the computer. Kindness and respect can go a long way. We try our best to promptly respond to all emails with the best customer service we can offer. Please be mindful that we do have to follow our store policy and no exceptions can be made. We appreciate your understanding.
WHAT CAN BE RETURNED
Items that can be returned for an online store credit:
(We do not issue refunds for the following)
- All full-priced items
- Change of mind or style does not suit
- Purchased wrong size or style
- Wrong item or size received due to Hanellei error can be returned in exchange for original size/style or a credit note
CONDITIONS OF RETURN
All items are quality inspected before sending. If we receive item/s that do not meet our conditions of return we will send the item/s back to you and request payment for return postage.In order to receive an Online Credit Note, your return item must meet the following conditions:
- Merchandise must be returned within 14 days from the date of receiving your order (for Domestic orders).
- Must be returned in their original clean condition neatly folded with tags attached. Be unworn, unwashed not smell of perfume, cigarette, deodorant or washing powder.
- No makeup, no fake tan marks. Please take care when trying on your item. Prior to returning any item, customers are required to contact us at firstname.lastname@example.org
- Items can be returned for a online store credit note only. Unfortunately we do not exchange unless you are willing to cover all postage costs. Contact email@example.com with your request.
- If you choose to re-purchase an item due to incorrect size purchased in your original order, you will receive a credit note for your original item returned. Re-purchasing is your personal choice. We will not make any exceptions and we will not issue a refund for your original item purchased.
- Merchandise must be returned within 21 days from the date of receiving your order.
- Items must meet our conditions of return as stated above.
ITEMS NOT ELIGIBLE FOR RETURN
Item/s returned outside the 14 day timeframe within Australia or 21 days for overseas parcels. (This includes business days and weekends)
If you have returned from holiday or leave and your order has exceeded the 14/21 day timeframe unfortunately we will not accept your return for this reason.
- We do not accept returns on beauty tools, jewellery, swimwear & lingerie for hygienic reasons.
- Strictly no returns on items purchased on Sale, on Special or with a Promotion Code (Excluding welcome & sorry discount codes)
We recommend not purchasing with a discount code if you think you may need to return an item for change of size.
- Damaged: Cut, pulled, torn or with make-up, perfume, fake tan or tags removed.
- Gift Cards
PLEASE NOTE: If a customer chooses to ignore our returns policy & return item/s not eligible for return Hanellei reserves the right to charge a restocking fee of $15.
If items are returned not in their original condition, Hanellei reserves the right to charge a damages fee. Fee will be based on damages and will be deducted from from credit note total.
The returned item(s) will be assessed and we will notify you if your return has been accepted. Returned items which do not satisfy the above Conditions of Return will not be accepted and will be returned to the customer.
Returns are generally processed within 5 business days.
If your return has been accepted, we will send you a store credit for the item(s) returned.
If you choose to re-purchase an item due to incorrect size purchased in your original order, you will receive a credit note for your original item returned. Re-purchasing is your personal choice. We will not make any exceptions and we will not issue a refund for your original item purchased.
Original shipping charges are non-refundable and the customer is responsible for return postage cost if exchanging or returning item(s) unless the item(s) are faulty or an error is made by us.
FAULTY ITEMS OR INCORRECT ITEMS RECEIVED
We take great pride in the quality of our products, therefore all items are checked for defects or faults before they are shipped to customers.
However, in the unlikely event that you have received an item, which has a manufacturing fault or is incorrect to the one you purchased, please contact us immediately at firstname.lastname@example.org
Once we deem that the item you received is faulty or incorrect we will send you a confirmation email.
You can choose from the following options:
- Refund for the entire amount you paid for the faulty item;
- Receive a online store credit or
- Replace your faulty item with a brand new one, if in stock.
- Replace your faulty item with a style of the same value.
Not entitled for a refund:
- Accidental purchase.
- Change of mind.
- Purchased wrong size or style.
- Item/s do not meet our conditions of return.
HOW DO I RETURN AN ITEM?
Due to the high demand of our stock, we cannot guarantee that we will have a different size in stock to exchange or hold stock until we have received your return. All returns will automatically be issued a store credit that will allow you to purchase a different item or the same item in a different size, if it is available.
If you would like to exchange an item, we highly recommend that you purchase the different size prior to sending back the return to secure the size you want and we will issue you with a store credit once we receive your unwanted item. Our store credit does not expire.