AGREEING TO TERMS & CONDITIONS
By ticking the box 'I agree to the terms and conditions' upon checkout, you have agreed to reading and acknowledging our policy.
If you are not happy with our store policy, you are not obliged to purchase.
Please note that all garments are checked for defects or faults before they are shipped to customers.
Our policy lasts 14 days for Domestic purchases and 21 days for International purchases. If 14/21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless the item is faulty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We do not offer refunds on change of mind or incorrect sizing purchases. Customers who received an item with a manufacturing fault are entitled to a full refund.
Several types of goods are exempt from being returned.
- Item/s returned outside the 14 day timeframe within Australia or 21 days for overseas parcels. (This includes business days and weekends)
- We do not accept returns on beauty tools, jewellery, swimwear & lingerie for hygienic reasons.
- Strictly no returns on items purchased on Sale or Last Pieces. Sales and Last Pieces are final.
- Damaged: Cut, pulled, torn or with make-up, perfume, fake tan or tags removed.
- Gift Cards
Not entitled for a refund:
- Accidental purchase.
- Change of mind.
- Request to cancel order.
- Purchased wrong size or style. It is the customers responsibility to check all measurements before purchasing.
- Item/s do not meet our conditions of return.
To complete your return, we require a complete returns form.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition
- Damaged or missing parts
- For reasons not due to Hanellei error
If you have paid for your order with Afterpay, your order is treated the same as a normal order paid with Paypal, credit card or gift card. Your Afterpay payments will come out as agreed with Afterpay. If you wish to return an item you will receive a online store credit from Hanellei.
If a customer choses to re-purchase an item due to incorrect size purchased in their original order, they will receive a credit note for their original item returned. Re-purchasing is the customers personal choice. We will not make any exceptions and we will not issue any refunds for their original item purchased.
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. This will be deducted from their credit note total. We are not legally required to give a refund.
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. Fee is to pay for the following reasons:
- Dry cleaning for marked or smelly garments.
- Replacement of a zip if fabric is caught.
- Payment for completely damaged, unsellable garment.
When contacting Hanellei in regards to quality please describe your valid reason (See list below). Everyone has a different opinion on quality and Hanellei garments are priced according to quality, supplier pricing and style. Hanellei includes fabric, colour, measurements, fit details and product images on all product pages. Photos provided are true images of the garments for sale (Do not refer to Hanellei Instagram photos when making a purchase, as some photos are inspiration only).
If a garment is poor, bad, unsatisfactory quality:
- Seams coming apart or part of garment sewn inside out.
- Cut unevenly, manufacturers fabric holes, manufacturers clothing pen mark.
- Stitching is wrong or uneven.
- Missing; sleeve, collar, pocket or buttons.
Bad quality fabric cannot be based on personal opinion unless you are a fabric specialist who can provide sufficient evidence, or the fabric is damaged, looks completely different or fabric description is not visibly written or provided. It is the customers responsibility to carefully read the product details and view the product images provided.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you have paid for an order with Afterpay, Hanellei reserves the right deduct a 6% service fee +GST + $0.34 transaction fee from your refund total.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
If you would like to exchange please contact us first at firstname.lastname@example.org. Once contact has been made, send your item along with a completed Returns form to: Hanellei, 317 PO Box Browns Plains QLD 4118.
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.
Hanellei delivers worldwide using Australia Postal Service and DHL Express Courier.
To return your product, you should mail your product along with a completed Returns & Exchanges form to: Hanellei, PO Box 317, Browns Plains QLD 4118.
Original shipping charges are non-refundable and you will be responsible for the return postage cost if returning item(s) unless the item(s) are faulty or an error is made by us. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service with signature on delivery or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We will not be responsible for any delays in delivery which are beyond our control. This may include delays made by unforeseen weather conditions, a country's local taxes, duties or customs clearance procedures or peak season.
HANELLEI cannot be held responsible for any duties and taxes, which may be applied by customs in the country where delivery is made. These potential fees will rest with the customer.
We are not responsible for lost or stolen packages or packages delayed in transit. It is the customers responsibility to contact their local postal office.
Customers must provide complete and accurate details when making purchases. HANELLEI is not liable for an incorrect delivery address being given at the time of purchase. If an order is returned to HANELLEI due to an incorrect delivery address having been given by a customer, the cost associated with correcting and re-shipping
the order is the responsibility of the customer.
A signature is required upon delivery for all express international shipments. PO Boxes will not be accepted. If you enter a PO Box address your order will be delayed from shipment while we organise an alternate address with you.
In the event where a parcel is not claimed by the receiver and it is returned back to us (the sender) an extra delivery charge will apply for its return. This charge will be deducted from the full order amount when a online credit note is being issued.
International shipments may be subject to import taxes, duties and custom fees that are levied once the package reaches the country of destination, and are the responsibility of the receiver. This is out of our control and it is your countries import policy.
All items on our website are priced according to style, quality and also specific brand label pricing. We are aware some suppliers have their own websites and sell the same items at a lower price, this is because they are the manufacturer. Hanellei is charged shipping and tax by the supplier therefore pricing is higher. The customer is not obligated to buy from Hanellei and if the customer chooses to do so Hanellei is not obligated to match the price.
Discount codes are only applied to the product total. This does not include shipping costs. If you choose to order using a discount code and want to return item/s the return postage cost is your responsibility and a re-shipping fee for any exchanges will be charged or deducted from your credit note.