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Exchanges & Returns

Change of Mind

If you wish to return your purchase because you have changed your mind, please process your return by clicking the link below within 14 Days of physically receiving your order. 

If 14 days have passed since you received your bag, unfortunately we will not offer a refund or exchange if you simply change your mind.

The item must be unused and in the same condition that you received it, including all the accessories and dustbag.

Please note that all discounted sale items are final and cannot be returned or exchanged, under out change of mind policy so please choose carefully.

  • Returns must be shipped back to Hannah & Henry Apparel at the buyer's own cost
  • Items purchased in a bundle cannot be split for return - all items in the bundle must be returned unused and in original condition. 
  • Hannah & Henry Apparel will not be responsible for any return items lost or damaged in transit. Items remain your property until the point that Hannah & Henry Apparel accepts them. We recommend using registered post.
  • Refunds will only be credited back to the original method of payment.

 Please note: we do not refund the original shipping cost of the item, or the cost to return it to Hannah & Henry Apparel under the change of mind refund policy.

5% administration / restocking fee of the total value of the goods purchased plus shipping if applicable will be deducted from the refund amount.

If any of the original accessories are missing from the returned bag, a further 5% will be deducted from the original purchase price.

Upon receiving your change of mind return item, Hannah & Henry Apparel will determine the validity of the return. We have the sole right to assess the condition of the product before approving a refund, credit, or replacement. We will notify you of the outcome via email within 7 days of receiving the item.

Please process your return by clicking the link below, providing the four-digit order number of your purchase.

 PROCESS YOUR CHANGE OF MIND RETURN

 

Cancellations & Amendments to Orders

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 an order is cancelled the customer will be charged a 5% administration / restocking fee of the total value of the goods purchased plus shipping if applicable. This amount will be deducted from the refund amount.  

If any of the original accessories are missing from the returned bag, a further 5% will be deducted from the original purchase price.

To make a return - please wait until you receive your item and follow the instructions here

 

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.

In this instance we may offer any of the following solutions:

  • A repair
  • A discount
  • Store credit/refund
  • Exchange/replacement

You can process your faulty item at the link below using your 4-digit order number:

BEGIN YOUR FAULTY ITEM RETUN PROCESS

Upon receiving your faulty item, Hannah & Henry Apparel will determine the validity of the return. We have the sole right to assess the condition of the product before approving a repair, refund, credit, exchange or replacement. We will notify you of the outcome via email within 7 days of receiving the item.

Once your request has been approved you be required to send the faulty item back to Hannah & Henry Apparel at your own cost. A registered tracking number must be provided for all returns*

*Once we receive the faulty item back into our warehouse we will issue you with a refund, credit, exchange or replacement (as previously agreed) We will incur reasonable shipping costs of up to $15.35 if the item is deemed to be faulty and will refund these monies back to you once the item has been received.

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

We are unable to refund products or shipping costs for items that are deemed to be faulty due to misuse or not related to the manufacture of the item.

If any of the original accessories are missing from the returned bag, a 5% fee will be deducted from the original purchase price.

Please note: you have 7 days to post your item back from when we approve the return. otherwise the return request will be cancelled from the system.

 

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