Returns Policy

14 DAY RETURNS

We appreciate every customer and want you to love your purchase. Please review the details below to ensure your item meets our return conditions.

You have 14 days from the date of delivery to return your order for refund, store credit, or size exchange. All returns must be processed through our Return Portal. (For any issues using the portal please email us at orders@hanathelabel.com or reach out via our live chat.)

Returns and size exchanges are accepted for all items when returned within 14 days of delivery of shipment except those marked ‘Final Sale’. 'Final Sale' items cannot be exchanged and cannot be returned unless faulty.

PLEASE NOTE: We are a small independent Australian brand, and all returns must be sent back to Australia.

Please carefully review the product descriptions and size guides to fully understand the fabrication and sizing details before making a purchase online.

All size measurements are listed for each garment on the individual product page in the “size & fit” tab, please check this before proceeding through to checkout. We also provide a size guide on the footer menu of our website, on each product page, and here:  https://hanathelabel.com.au/pages/size-guide

By purchasing from Hana The Label you have accepted the possibility of slight variations in colour, slight variations in print placements, and size specifications. Colours may appear slightly different depending on individual monitor settings and screen brightness. Additionally, lighting, editing, and the model’s complexion may impact colour perception in photos. For the most accurate colour representation, always please refer to the ghost mannequin images, which are photographed on a white background to provide the best indication of the true colour.  

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. If 14 days have passed since your order has been delivered, we are unable to honour your return, and you will not be refunded.  

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.

If you received a complimentary gift with your purchase, please note that the gift must be returned along with your purchase. If the gift is not returned, the value of the item will be subtracted from your refund amount.

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.

Please note, each order must be processed separately through our returns portal and cannot be combined with other returns. 

We only offer size exchanges for Australian orders, 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 that any initial shipping charges or duties paid are non-refundable.

  • 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, and cannot be refunded at a later date.
  • 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.
  • AFTERPAY REFUNDS: For purchases made using Afterpay or Klarna, a 6% administration fee will also be deducted from your refund (does not apply to store credit).

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.

Please note: We are a small independent Australian brand, and all returns must be sent back to Australia.

RETURNS POLICY 

  • You have 14 days from the date of delivery to return your order for store credit, refund, or size exchange (Australian orders only).
  • We only offer size exchanges for Australian orders, 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.
  • 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, each order must be processed separately through our returns portal and cannot be combined with other returns. Please note that any initial shipping charges or duties paid are non-refundable. 
  • To lodge a return please visit our Return Portal here.
  • Returns are accepted for all items when returned within 14 days of delivery of shipment. 'Final Sale' items cannot be returned unless faulty.
  • All items must be posted within 72 hours 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.
  • A link to our returns policy is available to read in the footer menu of our website, on each product page in the “shipping & returns” tab, and on our FAQ’s page.
  • Items must be in their original condition.
  • All items must be returned unworn (except for having been tried on).
  • All original tags must be attached, and items must not have been washed, altered, and must not have any perfume odours / deodorant marks or makeup stains.
  • Items must be returned in original packaging, including Hana The Label branded dust bags, and folded as they arrived. This ensures that your return is received by us in a resellable condition.
  • If you received a complimentary gift with your purchase, please note that the gift must be returned along with your purchase. If the gift is not returned, the value of the item will be subtracted from your refund amount.
  • Any returns that do not meet these conditions will not be accepted and will be sent back at the customers expense.
  • For Australian orders,  you can choose to return for store credit issued as a gift card valid for 12 months, 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 and cannot be refunded at a later date.
  • 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.
  • AFTERPAY REFUNDS: For purchases made using Afterpay or Klarna, a 6% administration fee will also be deducted from your refund (does not apply to store credit).
  • Once the items have been received, they will undergo a quality review and once cleared, you will receive a courtesy email from Hana The Label as soon as your refund, store credit, or exchange has been processed.
  • Please note that items returned for an exchange are non-refundable.
  • For international returns: If the value of your returned order exceeds $1,000 AUD, import duties and taxes will apply. These charges will be deducted from your refund.

SIZE EXCHANGE POLICY 

Please note that we only offer size exchanges for Australian orders. 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. 

Size Exchange Process:

  • For Australian customers, size exchanges are free. A return label from Australia Post will be provided. After we receive the original purchase, your size exchange will be sent free of charge within 1-2 business days. Please note that items returned for a size exchange are non-returnable.
  • For international customers, we do not offer exchanges. We encourage you to return your item for a refund and then repurchase the desired size or product. Please arrange your return shipping via a tracked method, as we do not take responsibility for items lost in transit. 

To initiate a size exchange for Australian customers, please visit our Return Portal here.

FAULTY ITEMS

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 items do not include those that have already been worn.

Faulty or damaged items must be returned in their original condition with tags attached. 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.

RETURNS POLICY REGARDING PROMOTIONAL DISCOUNTS

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 totalling 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 as it no longer meets the promotion conditions. 

PLEASE NOTE: 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. Please note only one discount / promotional code may be used per transaction. 

Digital gift cards are not eligible to be returned. Returns processed by the payment method of a digital gift card will be credited onto the original gift card and you will be able to re-use the original unique code towards your next purchase.