Returns & Shipping

DELIVERY INFORMATION

Our online boutique processes orders from Sydney, AUS.

Estimated delivery times are as shown below.

NOTE: Your estimated delivery time is from date of dispatch, which may not necessarily be date of order. Tracking details will be sent to the customer via Auspost or Shippit.

Shipping InfoRegular PostExpress Post
Free Shipping
Australia$10.00$12.00Order over $400.00
Metro
Areas
2-6
Business
Days
1-2
Business
Days
Express
Australia
$10.00
$12.00
Order over $400.00
Non-Metro
Areas
3-8 Days
2-4
Business
Days
Express
New
Zealand
-$40.00Order over $500.00
--2-4
Business
Days
Express
Internatio
nal
-$45.00Order over $1000.00
--5-9
Business
Days
Regular
CHRISTMAS DELIVERY

Christmas delivery cut off date, please place order by the below dates.

Standard Post: 10th December 2021

Express Post: 17th December 2021

International DHL Express: 10th December 2021

DISPATCH

*DUE TO COVID-19 LOCKDOWNS ORDERS MAY CURRENTLY TAKE 3 DAYS TO PROCESS AND DISPATCH*

All orders are dispatched within 1 business day of being placed. Orders placed within busy times such as holiday periods or sale periods may incur an extra day prior to dispatch. If you need your order before a certain date, feel free to contact us at info@hansenandgretel.com  and we will try our best to accommodate this. In some cases there may be a delay in dispatching your order, such as a stock issue, address issue etc. This may add time to your estimated delivery.

We encourage all our customers to pop into one of our stores to try their pieces on and avoid paying for shipping costs and delivery times.

You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by Hansen & Gretel or its licensors. asSeenonScreen.comTM and Hansen & Gretel.comTM are trade marks belonging to Hansen & Gretel. No licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colorably similar.

LOST OR MISSING PARCELS

We cannot take responsibility for any parcels that have gone missing, been stolen, or been delivered incorrectly. Unfortunately, once the parcel has left our hands it is the responsibility of AUSPOST and any further disputes must be settled with them.

INTERNATIONAL ORDERS

All international orders are correctly declared and may incur customs fees. These fees will be the responsibility of the customer and must be handled by them. We cannot incorrectly declare your order or mark it as a gift. Delivery may be delayed due to customs clearance.

International orders are not insured and once out of our hands they are the responsibility of Auspost and their international partner. If you would like to add insurance to your order, you may be able to for an additional fee. Please contact us at info@hansenandgretel.com if you would like to discuss this.

Business hours for 9999 0361 are:

Monday – Friday : 10am – 5pm

RETURN POLICY

In Store

Our boutiques and our online stores operate separately. No online returns will be accepted in store and no in store returns will be accepted if shipped to our online store.

Our in store policy is as follows;

All purchases made in store are final, no refunds will be allowed for any in store purchases. If you suspect that an item you’ve purchased is faulty, please bring it back in and we will try and replace it for you. We can facilitate an exchange or issue a Credit Note which is valid for 3 years from the date of issue, on full priced HANSEN&GRETEL clothing purchased via Cash or EFTPOS. We do not take returns on ANY items that were purchased at a discount*, nor any accessories. This includes all swimwear, shoes, jewellery, hats, sunglasses, fragrances, watches etc. We do not take any returns on items purchased using Zippay or Credit Note, this includes phone payments.

*Not including $15 new customer discount.

Online

We understand that sometimes, the order you’ve made simply doesn’t work for you. Please reach out to RETURNS@HANSENANDGRETEL.COM for any returns inquiries and we will do our best to help. If you are eligible for a return, you will be issued a RETURN AUTHORITY.

We will happily provide a refund (minus shipping costs) on full priced clothing within 7 days of receiving your order, purchased via Paypal or Credit Card. To check if you’re eligible for a return authority, please refer to our table below. Return shipping costs will be incurred by the customer unless the garment is deemed faulty prior to return. All items sold at sale price are final. If able, we will happily facilitate an exchange in size.


PayPal or Credit CardZipPay or Afterpay
Full Priced Clothing
  • Refund
  • Credit
  • Credit
  • Exchange
Discounted *
Clothing
  • Exchange for Size or Colour
  • Exchange for Sale or Colour
Accessories
  • Credit
  • Exchange
  • Credit
  • Exchange
Swimwaer
Lingerie
Shoes
Hats
Earrings
Fragrances
  • No Returns Accepted (Unless faulty)
  • No Returns Accepted (Unless faulty)

*Discounts includes ALL purchases made using a discount coupon or credit note*

*Credit notes expire 3 years from date of issue.

All returned items must; be in original condition, unworn, have tags attached, include an Returns Authority number, include a copy of (or) the original invoice.

We urge all customers to please place your garments in their plastic bag or paper wrapping before shipping back to ensure they arrive in acceptable condition.

Any parcels received without a RETURN AUTHORITY will be immediately returned to sender.