Frequently Asked Questions
All orders placed before 1pm AEDT Monday-Friday (excluding public holidays) will be dispatched that day, with any orders placed after this cut-off time dispatched the following business day. During high volume periods such as new collection launches, sales, and holiday periods, please allow 1–3 business days for your order to be processed and dispatched.
All orders are posted with Australia Post, and dispatched from our warehouse in Sydney, NSW, Australia. For more information please see our shipping policy.
How can I track my order?Upon shipment of your order, an email notification will be sent to you including your tracking information. . If you cannot find your tracking information after your order has been dispatched, please reach out to our team via email at orders@hanathelabel.com or via our live chat for further support.
How do I use a discount code?Occasionally, Hana The Label may introduce exclusive online sale promotions that involve the use of a discount code. These promotional codes, highlighted on the website via our website or homepage banner, sent via a marketing email, or advertised on social media posts, should be entered during checkout to use the advertised discount. To benefit from these special offers, it is essential to correctly apply the specified promotional discount code in the "gift card or discount code" section at checkout. Click the "apply" button to ensure the discount is successfully applied to your order. Please note only one discount / promotional code may be used per order. We are unable to offer price adjustments for promotions and discounts. Promotions and discounts cannot be applied to orders placed before a promotion has commenced or after it has concluded.
Impact of Returns on Promotional Discounts:
When participating in a promotion, such as receiving a discount on purchases over a certain amount, it is important to understand how returns can affect your eligibility for such discounts.
For Promotions Involving Minimum Purchase Amounts:
- Threshold Requirement: Some of our promotions offer a discount based on achieving a minimum purchase amount. For example, "Get $50 off any order over $200".
- Return Impact: If you choose to return one or more items from your purchase, causing the total amount of your remaining items to fall below the specified promotional threshold, the discount applied to the original purchase will be recalculated.
- Discount Adjustment: In such cases, the value of the promotional discount will be deducted from the refund amount for the returned item(s). This adjustment is necessary to reflect the changed conditions of the sale, as the final purchase no longer meets the initial promotional criteria.
Example: If you purchased items totaling over the required threshold and received a $50 discount, but later return an item, reducing your total below the threshold, the $50 discount will be deducted from the refund due for the returned item.
What is your return policy?Returns are accepted for all items when returned within 14 days of delivery of shipment except those marked ‘Final Sale’. 'Final Sale' items cannot be returned unless faulty. Please carefully review the product descriptions and size guides to fully understand the fabrication and sizing details before making a purchase online.
We reserve the right to restrict or decline future orders if we notice repeated returns that suggest an unreasonable pattern of purchasing and returning items.
As a small business, it is crucial for us to manage returns efficiently to maintain the quality and availability of our products. Here’s why it’s important to try on and inspect your items promptly:
Why Prompt Returns Matter:
- Quality Assurance: We need to ensure that returned items are in their original condition and ready to be resold. This helps us maintain the quality standards our customers expect.
- Limited Stock: Our garments are produced in small, limited quantities. Prompt returns allow us to restock items quickly, making them available for other customers who may be waiting for them.
- Sustainability: Keeping our operations efficient helps reduce waste and unnecessary environmental impact.
For more information please see our returns policy.
How can I return my order?
We strongly recommend inspecting and trying on all items as soon as they have been delivered to ensure adequate time to return items within our returns time frame. Returns are accepted for all items when returned within 14 days of delivery of shipment except those marked ‘Final Sale’. 'Final Sale' items cannot be returned unless faulty.
All returns must be processed through our Return Portal. If items are sent without prior approval or do not comply with our returns policy, they will not be processed and will be returned to the customer at their own expense. Please note that shipping charges are non-refundable.
We reserve the right to restrict or decline future orders if we notice repeated returns that suggest an unreasonable pattern of purchasing and returning items.
- For Australian orders, you can choose to return for store credit issued as a gift card valid for 12 months and receive free return postage, or, if you prefer a refund, a $15 fee will be retained from your refund to cover the return postage costs. Australian customers will be provided with a return label from Australia Post. Please note that store credit is not redeemable for cash.
- For International orders, the customer is responsible for all shipping and handling charges to return the item. You will need to arrange your own return shipping through your local carrier, and all returns should be sent via registered post with parcel tracking. Please note, items lost in transit are not the responsibility of Hana The Label.
-
Once your return has been approved, all items must be posted within 3 business days of return approval. As a small-scale producer with limited stock, prompt returns are crucial for maintaining the quality of our products and to avoid any potential damage to the garments. Your cooperation in this matter is highly appreciated.
We only offer size exchanges, not exchanges for different styles. Due to the limited nature of our garments, we are unable to place holds on stock. If you wish to switch to a different style, we encourage you to return your item for a refund and repurchase your preferred style directly.
What if I receive a faulty item?We sincerely apologise for any inconvenience caused by receiving a faulty garment.
In the unlikely event that you receive a faulty or damaged item, please contact us within 24 hours of receiving your order by emailing us at orders@hanathelabel.com. Please ensure you include your order number, a description of the fault, and images showing the fault within your email and we will work with you to resolve it as soon as possible.
Goods are classified as faulty if they are received damaged. This does not include reasonable wear-and-tear or items damaged through accidental damage, misuse, or by not following the recommended garment care instructions.
Faulty or damaged items must be returned in their original condition. Once we receive the item, we will assess the fault and may choose to repair or replace it. If the item is out of stock, you may opt for an exchange, refund, or credit note.
What are your product sizing details?Each product page has a size chart of the actual garment measurements. To view, navigate to the product page, scroll down to the "SIZE & FIT" tab. Click on the upside down arrow at the far right of the tab to expand. The tab is scrollable side to side, showing measurements. For more information please refer to our size guide.
Will you restock sold out products?Generally, once a product is sold out, it won't be restocked. However, we do occasionally bring back a limited number of our best-selling styles. If you're eyeing something that's currently out of stock, we recommend signing up for the waitlist. To join the waitlist, navigate to the product page and click on the sold-out size, and press the "NOTIFY ME WHEN AVAILABLE" button to receive an email notification should the item come back in stock.