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 so we have some options below. Please ready our policy carefully before purchasing.
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. We appreciate your understanding.
WHAT CAN BE RETURNED
Items that can be returned for a refund or exchange:
- All full-priced items
- Change of mind, style does not suit or fit
- Purchased wrong size or style
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 (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 email@example.com
- Only full priced items can be returned for an exchange or refund. You are welcome to exchange your item/s if you are willing to cover all postage costs. Contact firstname.lastname@example.org with your request.
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.
- Merchandise must be returned within 21 days from the date of receiving your order.
- Items must meet our conditions of return as stated above.
- 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.
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. Please choose carefully.
- Strictly no returns on items purchased on Sale, discounted or Last Pieces. Please choose carefully.
- Damaged: Cut, pulled, torn or with make-up, perfume, fake tan or tags removed.
- Gift Cards
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.
We accept returns on full priced item/s ONLY. You can exchange for a different size or style. Any price difference and re-shipping fee of $8 will be charged before your exchange items/s are shipped.
International customers are responsible for return shipping and re-shipping fee for exchanges.
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.
Hanellei no longer issues store credits as of 12th of November 2018 due to change of management. All current credit notes will automatically expire by November 30th 2018.
If you choose to re-purchase an item due to incorrect size purchased in your original order, you will receive a refund for your original full priced item returned.
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 email@example.com
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;
- 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:
- Items on sale or discounted
- Item/s do not meet our conditions of return
HOW DO I RETURN AN ITEM?
1. Before returning item(s) notify us by email firstname.lastname@example.org Please write your reason of return.
2. Download Returns form here
3. Print out and complete the Returns form.
4. Return your item(s) along with form to the following address:
PO BOX 317
Browns Plains QLD 4118
To ensure we receive your returned item(s) safely your parcel must include a tracking number. If you choose to send your item(s) without a tracking number we are not responsible for lost or stolen parcels.
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 contact our customer service at email@example.com prior to sending back the return to secure the size or style you want and we will keep it aside for you until we receive your return.
Our conditions are in compliance with Fair Trading Australia Guidelines. Please read the information carefully from Fair Trading here.