Returns & Shipping

We’ve extended our returns policy for the Christmas season. Orders placed now can be returned until January 15, 2025. 

Items purchased at discounted/markdown price cannot be returned for refunds or store credit. We may be able to exchange for different sizes or colours, pending availability. Please contact info@hansenandgretel.com for any questions regarding this.

You have 7 days from the date of receiving your order to lodge and return your package. Refunds are eligible on full priced styles only. 

AUSTRALIAN RETURNS: 

To request a return or an exchange please follow the prompts in our AUSTRALIAN RETURNS PORTAL

INTERNATIONAL RETURNS: 

To request an international return please go to our INTERNATIONAL RETURNS PORTAL and follow the prompts in the portal. For international customers wanting to request an exchange on their item please contact returns@hansenandgretel.com  

We will happily provide a refund (minus shipping costs) on full priced clothing within 7 days of receiving your order, purchased via Paypal, Credit Card or Afterpay. 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.

RETURNS POLICY
Full Priced Clothing	Refund or Credit or Exchange.
Discounted * Clothing	Exchange for Size or Colour. (If stock is available)
Accessories	Credit or Exchange.
Swimwear Lingerie Shoes Hats Earrings Fragrances	No Returns Accepted. (Unless faulty)

*Discounts includes ALL purchases made using a discount coupon or credit note, excluding first time purchase 10% off. Discounts also include all items on markdown at the time of purchase.*

*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 returns approval will be immediately returned to sender.

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. Exchanges or store credit are offered if the request is within 7 days. 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. 

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 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.

*This does not include the 10% off first time purchase code

Any products purchased in the Sample Sale are not eligible for any returns. ALL SALES ARE FINAL. 

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.

LOCATION	TYPE	COST	TIME	FREE FOR ORDERS OVER
Australia	Standard	$10.00	2-8 Business Days	$150
	Express	$12.00	1-3 Business Days	$300
New Zealand	DHL Express	$20.00 NZD	2-4 Business Days
USA	DHL Express	$8.00 USD	2-9 Business Days
United Kingdom	DHL Express	£10.00 GBP	2-9 Business Days
International	DHL Express	Calculated at checkout	2-9 Business Days

All orders are dispatched within 1-2 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. Hansen & Gretel.com 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.

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 / DHL and any further disputes must be settled with them.

All international orders are correctly declared and may incur customs fees. All duties and taxes are easily calculated at check out in accordance with the country the package is being shipped to. Please note that delivery may be delayed due to customs clearance.

It is important to mention that international orders are not insured once they are out of our hands. They become the responsibility of DHL. If you would like to add insurance to your order for added protection, it may be possible for an additional fee. Please feel free to contact us at info@hansenandgretel.com to discuss this further. 

International return shipping costs are the responsibility of the customer and are calculated in our returns portal when completing a return. 

We strive to provide a seamless international shopping experience, ensuring that your order arrives safely and without any unexpected expenses.