✨ 5-Star Customer Service
🌎 FREE Shipping over $100
👪 Aussie Family business

FAQs

What Shipping methods are available?

We provide a wide range of shipping methods for our Hannah & Henry customers Worldwide

We offer FREE Shipping on orders over $100AUD & we offer express shipping for an additional cost.

You can find out more about the shipping options available to your location, including any shipping fees and timeframes HERE

I’ve ordered a “Pre-Order” Item when will it arrive?

Firstly, thanks for your order! Secondly, rest assured your order is on its way. We are working hard in the current economic conditions to get your order to you as fast as possible and you can check the status of your “pre-order” item at any time HERE

*We regularly update this page with shipping information and expected arrival dates.

I haven’t received my order confirmation

Tracking information will be sent via email once dispatched. Sometimes these emails can end up in your junk folder. However, if you still cannot find your order details, please email us with your full name & address and we’ll get back to you.

*Please allow up to 48hrs for our customer service team to respond to your query.

I didn’t receive my tracking information

If your item is in stock and you placed your order before 11am AWST then it will be dispatched from our warehouse the same day. Tracking information will be sent via email/text once dispatched. Sometimes these emails can end up in your junk folder. However, if you still cannot find your tracking details, please email us with your order number and we can re-send the email.

*Please allow up to 48hrs for our customer service team to respond to your query.

How do I use Afterpay

Afterpay is a payment service that allows you to enjoy what you want now and pay for it in four equal payments later. The best part is the payments are interest free.

Shop online or in-store as normal. At checkout, choose Afterpay as your payment method. You’ll then be directed to the Afterpay website. Don’t worry, you won’t lose the items in your bag.

If it’s your first time using Afterpay, you’ll need to register. Then you’ll complete your purchase and receive a confirmation email from both us and Afterpay.

Find out more HERE

Returns Policy

Read our full Terms & Conditions HERE

What if I change my mind?

Yes, of course! Under our “Change of Mind” policy you can return your purchase within 14 days of receiving your order. The item must be unused and in the same condition that you received it, including all the accessories. 

Read our full Terms & Conditions HERE

How long will my “Change of mind/Exchange/Return” take to process?

Please allow 14 days from receipt of your item for our team to process your refund, credit, exchange or replacement.

Can I cancel or make amendments to my order?

Unfortunately, we are unable to cancel or make amendments to an order if it has been dispatched or if it is being processed.

Amendments include:

  • Change of delivery address
  • Change of item colour or style
  • Adding and/or removing items from the order
  • Applying discounts/gift cards
  • Full order cancellations

If you need to make a change, please wait until you receive your item and follow the instructions HERE  

The item I've received is incorrect. What shall I do?

We want to sort out any issues with incorrect items straight away, so please send it back to us and we'll refund you as soon as it's arrived back at our warehouse.

Send us an email with pictures & details at hello@hannahhenryapparel.com

*Please allow up to 48hrs for our customer service team to respond to your query.

Dealing With Faults

In the unlikely event your Hannah & Henry Apparel bag has a fault please contact us immediately, or within our warranty period of 4 months from the date you received the item.

Find out how to report a faulty/damaged product HERE

*Please allow up to 48hrs for our customer service team to respond to your query. 

 

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