WE SHIP WORLDWIDE // FREE SHIPPING ON ORDERS OVER $75 WITHIN AUS

Terms & Conditions

 

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. 

 

RETURNS

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.

Additional non-returnable items:
  • 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 with a Promotion Code.
  • 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.

 

REFUNDS

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 hello@hanellei.com


EXCHANGES

We only replace items if they are defective, damaged or the wrong item sent. Please contact us first at hello@hanellei.com. Once contact has been made, send your item along with a completed Returns form to: Hanellei, 317 PO Box Browns Plains QLD 4118.

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 us at hello@hanellei.com with your request.


SHIPPING

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.


REWARDS PROGRAM

Points earned from an order may later be subtracted from a member's account under the following conditions:

  • If an order is marked as "cancelled" or "voided", all points originally earned for the order will be subtracted.
  • If an order is marked as "refunded" or "partially refunded", then points will be subtracted based on the refunded amount. If the order is marked as "refunded", but no refunded amount is specified, then all points originally earned for the order will be subtracted.
  • Points cannot be earned when buying or using a gift card or credit note.