Frequently Asked Questions

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.

We accept returns within 14 days of delivery, excluding Final Sale items.

Final Sale items are priced to clear and cannot be returned or exchanged unless faulty.

As a small independent label producing limited quantities, we are unable to accept returns outside the 14-day window. Items held beyond this timeframe are considered final sale.

We strongly encourage reviewing product descriptions, fabrication details and size guides before purchasing.

If you choose to order multiple sizes of the same style and return one or more for a refund, a $25 restocking fee will apply per garment returned (does not apply to store credit). This helps cover handling costs and supports our small-batch, sustainability-focused model. Please note: this fee is in addition to return postage and any admin fees (e.g. Afterpay/Klarna).

For more information please see our returns policy.

Australian customers may choose:

• Store credit (valid 12 months) with free return postage

• Refund, with a $15 return postage fee deducted

A prepaid Australia Post return label will be issued through our Returns Portal.

Due to current US import regulations, all US orders include prepaid import duties which are remitted to US Customs on your behalf at the time of purchase.

This fee reflects prepaid import duties and associated charges that are non-recoverable once the order has entered the United States.

Please note:

• The 15% restocking fee applies to all US returns, including refunds and store credit

• Original shipping charges are non-refundable

• Return shipping costs are the responsibility of the customer

As a small independent label, we are unable to absorb government-imposed import charges on returned international orders. We appreciate your understanding.

International customers are responsible for return shipping costs and must arrange tracked return postage via their local carrier.

All duties and original shipping charges are non-refundable.

Hana The Label is not responsible for returns lost in transit.

All returns must be processed via our Returns Portal.

Returns sent without approval or outside policy will not be accepted and may be returned at the sender’s expense.

Once approved, items must be posted within 72 hours.

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.

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.

We offer size exchanges for Australian orders only, 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. Size exchanges are processed once we receive the original item back. If you need the item sooner, we recommend purchasing your desired size and returning the original order for a refund.

PLEASE NOTE: Items returned for an exchange are non-refundable. When you opt to exchange sizes we will send the replacement product as per your request, but this transaction cannot be reversed for a cash refund. We encourage you to carefully consider your size exchange choices and review the product details and sizing information before finalising your decision. If you have any questions about potential size exchanges or need assistance in selecting an alternative item, our customer service team is here to help guide you to ensure your satisfaction with your selection.

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 with:

Please contact us within 24 hours of delivery at orders@hanathelabel.com with:

• Your order number

• A description of the fault

• Clear photographs of the fault

Goods are classified as faulty if they are received damaged. This does not include 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 received, we will assess the item and may repair, replace, issue store credit, or refund if the item is unavailable.

Each product page includes detailed garment measurements under the “Size & Fit” tab.

We recommend measuring against a similar garment you own and love.

For personalised advice, please reach out via live chat - we’re always happy to assist.

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.