Orders & Shipping
What are the shipping costs?
From Melbourne, AU warehouse:
INTERNATIONAL EXPRESS SHIPPING (Signature Required)
- Shipping cost- $15
- FREE SHIPPING over $100
The Brand hannah is not responsible for any lost, theft or damage to your parcel once confirmed delivered by the courier company.
NO PO Box address accepted: The courier service we work with cannot deliver to Post Office Box (PO Box) addresses at this time. Please provide a regular postal address.
*NOTE: FREE SHIPPING is automatically calculated in the subtotal at checkout and must be $100 or over after any discount code is applied.
How long will shipping take?
Please note our operation in Melbourne, Australia only pick, pack, and dispatch orders on Mondays, Wednesdays, & Fridays. Estimated delivery time is from the date of dispatch. If you've ordered on a dispatch day after 9AM (Melb, AU time), it will go out on the next dispatch day. Thank you for your patience and understanding.
International Express (Signature Required): 7-15 Business Days from dispatch date.
NOTE: The Brand hannah NZ shall not be liable for any delays, delivery failures, or damages with your package if that delay, failure, or damage is caused by circumstances beyond our control such as fire, flood, storm or other poor weather conditions and border closures due to changing circumstances (flight disruptions).
What taxes are charged?
15% GST on all products.
GST will be charged on all orders below $1000. No further duties or GST will be payable. Orders exceeding $1000 will include GST, however, may attract import duties.
Any customs, duties, levies, taxes payable on the order upon arrival in New Zealand are the responsibility of the recipient/ purchaser of the products.
Any defects that you find due to manufacturing will require photo evidence for the assessment. Please email your query to firstname.lastname@example.org with all photos and/or videos. When the issue is confirmed a replacement will be organised and postage will be paid for by the company, The Brand hannah Australia & New Zealand.
How can I make changes to my order?
If you want to make the following changes after placing your order, please send us an official enquiry/ request email to email@example.com - Changing postal address - Changing pattern choices, size or quantity - Adding on additional items to the same order.
The best way for us to be notified of the above changes is by emailing us directly so we'll have an official record of your enquiry and get back to you with confirmation as soon as we can.
Delivery pick ups are scheduled on every Monday, Wednesday and Friday.
Please DO NOT private message via social media on matters regarding the above changes to your order. Order changes will be accepted by email only at firstname.lastname@example.org
hannahpad will not be responsible for orders where the above changes were not communicated immediately via email or phone before order dispatch.
What if my parcel is returned to sender?
If for some reason you were unable to receive your parcel or pick it up at the location indicated on your card notice by the courier company, it will be returned to us the sender. If no action has been taken by the customer and the parcel is returned to us, all extra postage fees may apply in order for the package to be re-sent to the customer. An invoice will be emailed to you for the re-delivery charges and the parcel will be dispatched upon receipt of payment.
*Please keep track of your parcel and look out for any notice card that may be lying in your mailbox or doorstep.
What if I haven't received my parcel or it could be lost?
The Brand hannah tries our best to get your parcel out to you as soon as possible. However, possible delays may occur that is out of our control once the parcel is sent out with a courier company.
POSSIBLE LOST PARCELS: The Brand hannah will NOT refund or replace the lost parcel until confirmation from the courier company has been received and officially deemed lost.
1. Once hannahpad has been contacted by the customer regarding possible delayed/ lost package, an enquiry will be lodged with the appropriate courier company immediately.
2. A case number will be given by the courier company on the matter and hannahpad will pass this number onto the customer as verification that action has been taken towards recovering the package.
3. The courier company will start investigating after lodgement is placed.
4. Investigation will take anywhere between 1-3 months from lodgement date.
5. Only when hannahpad has been contacted by the courier and deemed the parcel to be in fact 'lost' will a replacement be organised for the customer.
6. Refund or replacement will NOT be organised before investigation by the courier company is complete. If you're concerned about the whereabouts of your parcel or it has well exceeded its estimated delivery time, please email us at email@example.com
Can I refund or cancel my order?
Read our Return & Cancellation Policy