Delivery & Returns
HANRO delivers to all locations in Australia, and can arrange shipping to some international locations.
We recommend opting for Express Post delivery due to delays in the Australia Post network. Australia Post is advising that there may be an up to 15 business day delay on processing of orders following collection from our warehouse in addition to shipping time. These delays are unfortunately outside of our control. We are actively in contact with Australia Post to resolve these delivery issues as soon as possible. We apologise for any inconvenience caused.
If you require your order by a certain date, please contact us immediately after placing your order with your order number and we will do our best to ship this to you as soon as possible. For urgent enquiries regarding shipping delays it is best to contact the carrier directly using your tracking number as reference.**
Orders are shipped within Australia via Australia Post eParcel for a flat rate of $11, and orders are shipped to New Zealand at a flat rate of $25. All orders over $500 receive free shipping.
We endeavour to dispatch all orders within 24 business hours and customers will normally be receive delivery of their orders within 5 business days. We recommend placing your order before 11am to allow your order is dispatched on the same day.
International deliveries are currently only available to New Zealand. Orders are shipped via Australia Post or DHL. For shipping to other international locations, please email our Customer Service team via email firstname.lastname@example.org and we shall try to assist you.
Please be advised that all International orders are exempt of Australia Goods and Services Tax (10%) which will be deducted on checkout. Any customs taxes and duties incurred on delivery of your order outside of Australia will be at the customer’s expense and any refused shipments will be refunded minus these charges at our discretion.
1.1 In the event that you have ordered the wrong size, HANRO will exchange goods for a different size subject to availability and payment of the delivery costs of the exchanged goods. Please email your request to exchange to email@example.com before returning any goods to ensure HANRO has your size in stock.
1.2 If you are unsure and need assistance please send any size and fit questions to firstname.lastname@example.org. We are always happy to help with fitting and size enquiries. Our returns policy does not cover returns for try ons or if you feel that the item does not suit you.
1.3 For hygiene reasons, HANRO underwear is not eligible for exchange. For assistance with sizing please contact email@example.com.
1.4 If you wish to exchange an item you have within 7 days of your receipt of the goods to do so. To process an exchange please contact firstname.lastname@example.org within 7 days of your receipt. Once contact is made and an authorisation has been approved, the item must be sent back within 7 days of the authorisation. Return or exchange mailing costs are to be covered by the customer.
2.1 HANRO may provide a full refund for any garments bought from the HANRO website at http://www.hanro.com.au (Website) subject to certain conditions.
2.2 If you do not believe the goods match the description on the Website or if you have identified a fault or defect with the goods within 7 days of your receipt of the goods, you may return them to HANRO for a full refund provided that you meet all the below requirements:
(a) identify fault or defect, or reason why you do not think the goods match the description on the Website; and
(b) provide proof of purchase of the goods from the Website; and
(c) send the goods to HANRO in their original condition (without being worn, altered or washed), with the swingtags still attached.
2.3 HANRO will not refund any goods for a “change of mind” or “change of heart”. Customised or monogrammed goods are not refundable.
2.4 For hygiene reasons, HANRO underwear is not eligible for exchange. For assistance with sizing please contact email@example.com.
2.5 If goods are returned outside the policy, they may not be refunded and HANRO will notify you if this is the case. You will be asked if you want the goods to be sent back to you, but you will be responsible for any delivery costs. If you do not pay for the delivery back within 30 days, HANRO will deem the goods to have been abandoned by you, including any right of refund.
2.6 If you bought your goods from a stockist, retailer or from somewhere other than from the Website, you will need to seek a refund from that person directly.
2.7 If you believe that you are entitled to return the goods under this returns policy please, email firstname.lastname@example.org for further directions to return the goods.
2.8 Goods purchased from the Website come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2.8 Sale items are final and cannot be returned for a refund, exchange or store credit, other than in the event of them being faulty. Sale items are marked with SALE or FINAL SALE.
Any disputes over goods supplied from the Website are governed solely by these terms and the laws of New South Wales, excluding its choice of law rules. By purchasing these goods, you irrevocably submit to the exclusive jurisdiction of the courts situated, and with jurisdiction, in New South Wales.
RETURNING AN ITEM
- Ensure your return meets the return policy.
- Email email@example.com for further directions to return the goods.
- An email will be sent to you with a return address and further instructions.
All return postage costs are at your own expense, unless the item arrives not as ordered, damaged or is deemed faulty. Any returned items are the buyers responsibility until we receive them. We are not responsible for any returned items that are lost in transit. We recommend that you secure tracking and/or insurance for the items you are returning and keep proof of postage.
To cancel an order, please contact us as soon as possible and we will arrange this if the order has not yet been shipped.
All pricing is in Australian dollars (AUD).
All payments are billed in AUD. Currency conversions are set by your bank and any further charges in relation to this will be made by your bank.
We offer the following payment options: Visa, Mastercard