Refund 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 lodge a return via our Returns Portal. (For any issues using the portal please email us at orders@hanathelabel.com or reach out via our live chat.)

Returns are accepted on full-priced items for:

  • Refund
  • Store credit
  • Size exchange (Australian orders only)

Items marked Final Sale are priced to clear, cannot be exchanged and cannot be returned unless faulty.

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

IMPORTANT INFORMATION BEFORE PURCHASING

Hana The Label is a small independent Australian brand, and all returns must be sent back to Australia.

We encourage thoughtful purchasing and provide detailed product information to assist you in selecting the correct size and style prior to checkout.

Each product page includes:

  • Fabrication details
  • Individual garment measurements listed in the “Size & Fit” tab
  • A comprehensive size guide available in our website footer, on each product page, and here: https://hanathelabel.com.au/pages/size-guide

 We strongly recommend carefully reviewing all garment measurements before completing your purchase and comparing them against a similar item you already own. If you are unsure about sizing, our team is available via live chat to provide personalised fit advice.

By placing an order with Hana The Label, you acknowledge and accept:

  • Slight variations in print placement
  • Minor variations in colour due to lighting, editing, or individual screen settings
  • Natural variations in size specifications within standard manufacturing tolerances

Please note that colour perception may vary depending on monitor brightness, photography lighting, editing, and the model’s complexion. For the most accurate representation of colour, please refer to ghost mannequin images photographed against a white background.

If multiple sizes of the same style are purchased and one or more are returned for a refund, a $25 restocking fee per garment returned will apply (does not apply to store credit). This fee is in addition to any applicable return postage or payment provider administration fees and supports the operational costs of our small-batch production model.

We strongly recommend inspecting and trying on all items promptly upon delivery to ensure adequate time within our 14-day return window. Returns lodged outside of this timeframe will not be accepted.

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.

RETURN CONDITIONS

To be eligible for return, items must be:

  • Unworn (except for having been tried on).
  • Must not have been washed or altered
  • Free from perfume, deodorant or makeup marks
  • Returned with all original tags attached
  • Returned in original packaging, including Hana The Label dust bag

If the branded dust bag is not returned, $15 will be deducted from your refund.

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.

Items that do not meet these conditions will be declined and returned at the customer’s expense.

All items must be posted within 72 hours of return approval.

AUSTRALIAN RETURNS

Australian customers may return items not marked “FINAL SALE” within 14 days of delivery via our Returns Portal.

You may choose between:

Store Credit

  • Issued as a digital gift card valid for 12 months
  • Free return postage - a prepaid Australia Post return label will be provided

Refund 

  • A $15 return postage fee will be deducted from your refund
  • A prepaid Australia Post return label will be provided via the Returns Portal

Free Size Exchanges (Australian Orders Only)

We offer free size exchanges for items not marked “FINAL SALE” for Australian orders within 14 days of delivery, limited to the same style in an alternative size.

  • A prepaid Australia Post return label will be provided
  • The original item must be returned in accordance with our return conditions
  • Once received and approved, your replacement size will be dispatched within 1–2 business days at no additional cost
  • Exchanges are subject to availability at the time the original item is received

Due to the limited nature of our garments, we are unable to place holds on stock while awaiting returns. If you require your new size urgently, we recommend purchasing it separately and returning the original item for a refund (subject to our refund policy).

Important Exchange Terms

Items returned for a size exchange are final and non-refundable. Once an exchange has been processed and the replacement item dispatched, the transaction cannot be reversed for a cash refund.

We encourage reviewing garment measurements carefully prior to selecting your exchange size. If you are unsure, our team is available via live chat to provide personalised fit guidance.

UNITED STATES RETURNS

US customers may return items not marked “FINAL SALE” within 14 days of delivery via our Returns Portal.

As international import and processing costs are incurred at the time of shipment and are non-recoverable, US returns are subject to a 15% restocking fee, deducted from the refund at the time of processing.

We do not offer exchanges for international orders. If you require a different size, we recommend placing a new order to secure availability.

All US orders are shipped with duties and import costs prepaid to ensure no additional charges upon delivery.

US customers are responsible for return shipping costs and must send items via registered post with tracking.

Original shipping charges are non-refundable.

If the declared customs value of a returned international shipment exceeds $1,000 AUD and import duties are charged upon re-entry into Australia, those duties will be deducted from the refund.

All US returns must be lodged within 14 days of delivery via our Returns Portal.

OTHER INTERNATIONAL RETURNS

International customers may return items not marked “FINAL SALE” within 14 days of delivery via our Returns Portal.

We do not offer exchanges for international orders. If you require a different size, we recommend placing a new order to secure availability.

International customers are responsible for return shipping costs and must send items via registered post with tracking.

Duties, customs fees, and shipping charges are non-refundable.

If the declared customs value of a returned international shipment exceeds $1,000 AUD and import duties are charged upon re-entry into Australia, those duties will be deducted from the refund.

All international returns must be lodged within 14 days of delivery via our Returns Portal.

BRACKETING & RESTOCKING FEE

We provide detailed garment measurements for every style and size, along with a comprehensive size guide and personalised fit advice via live chat, to assist customers in selecting the correct size prior to purchase.

Bracketing refers to purchasing the same style in multiple sizes with the intention of returning one or more for a refund.

As a small independent label producing limited quantities, this practice creates significant operational and inventory impact. When multiple sizes are purchased and returned, garments are removed from circulation for extended periods and require additional handling, quality checks, and processing before they can be made available to other customers.

To help manage these costs and protect the sustainability of our small-batch production model, if multiple sizes of the same style are purchased and one or more are returned for a refund, a $25 restocking fee per garment returned will apply.

This fee:

  • Applies to refunds only (not store credit)
  • Is in addition to any applicable return postage fees
  • Is in addition to payment provider administration fees (e.g. Afterpay or Klarna

We strongly encourage reviewing garment measurements carefully and contacting us for personalised sizing guidance prior to purchase.

AFTERPAY / KLARNA REFUNDS

For purchases made using Afterpay or Klarna, an 8% administration fee will be deducted from refunds (does not apply to store credit).

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. We reserve the right to repair, replace, or refund at our discretion.

RETURN TIMEFRAME AFTER APPROVAL

As a small independent label producing limited quantities, efficient return processing is essential to maintaining the quality, availability, and sustainability of our collections.

Once your return request has been approved via our Returns Portal, the item must be posted within 72 hours of approval. Returns not posted within 72 hours of return approval may be cancelled.

Why This Matters:

Quality Standards - Returned garments must be assessed and prepared for resale. Prompt dispatch ensures items remain in their original condition and ready for quality review.

Limited Quantities - Our pieces are produced in small runs. When approved returns are held for extended periods, stock remains unavailable to other customers who may be waiting for that size or style.

Sustainability - Efficient return cycles reduce unnecessary handling, prolonged storage, and environmental impact, supporting our commitment to a slower, more considered approach to fashion.

RETURNS & PROMOTIONAL DISCOUNTS

Impact of Returns on Promotional Offers:

Where a promotional discount is applied based on a minimum spend threshold (for example, “$50 off orders over $200”), eligibility is assessed on the final retained value of the order.

If items are returned and the remaining order total falls below the qualifying threshold, the original promotion will be recalculated.

The value of the promotional discount will be deducted from the refund amount to reflect the adjusted order total.

Example:

If you receive $50 off an order over $200 and later return an item that reduces your retained total below $200, the $50 promotional discount will be deducted from your refund.

Additional Terms

  • Promotions and discount codes cannot be applied retrospectively to orders placed before a promotion has commenced or after it has concluded
  • Only one discount or promotional code may be used per transaction
  • We do not offer price adjustments on past purchases

DIGITAL GIFT CARDS

Digital gift cards are final sale and are not eligible for return, refund, or exchange for cash.

If an order purchased using a digital gift card (in full or in part) is returned and approved, the refunded amount will be credited back to the original gift card first. Any remaining balance will be refunded to the secondary payment method used at checkout.

Refunds issued back to a gift card will retain the original unique code and may be used toward a future purchase.