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 online.
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 an online store credit:
(We do not issue refunds for the following)
- 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 (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 or an exchange. You are welcome to exchange your item/s if 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.
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 or Last Pieces. Please choose carefully.
- Damaged: Cut, pulled, torn or with make-up, perfume, fake tan or tags removed.
- Items purchased with a discount code (Excluding Welcome or Sorry discount codes).
- 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 $15 fee for ironing/ steaming/ repackaging/ restocking.
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 and item/s purchased with a discount code. 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. If you do not want another style or your exchange size is not available you can receive an online credit note instead. However the $8 re-shipping fee for your next purchase will be deducted from your credit note total. This only applies for orders placed within Australia.
International customers are responsible for return shipping and re-shipping fee for exchanges.
PAYPAL FREE RETURN POSTAGE
Please note that this service is provided by PayPal and all enquiries should be directed to PayPal customer service. More info here
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.