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 INFO||REGULAR POST||EXPRESS POST||FREE SHIPPING|
2-6 BUSINESS DAYS
1-2 BUSINESS DAYS
|ORDERS OVER $400.00 AUD
2-4 BUSINESS DAYS
|ORDERS OVER $400.00 AUD
5-8 BUSINESS DAYS
3-5 BUSINESS DAYS
|ORDERS OVER $500.00 AUD
6-10 BUSINESS DAYS
5-9 BUSINESS DAYS
|ORDERS OVER $1,000.00 AUD
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 [email protected] or call 02 9999 0361 within business hours* 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.
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.
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 [email protected] if you would like to discuss this.
Business hours for 9999 0361 are:
Monday – Friday : 10am – 5pm
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.
We understand that sometimes, the order you’ve made simply doesn’t work for you. We’re here to help! Please reach out to [email protected] 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.
|Paypal or Credit Card||Zippay or Afterpay|
|· FULL PRICED CLOTHING||-REFUND||-CREDIT|
|· DISCOUNTED* CLOTHING||-EXCHANGE FOR SIZE OR COLOUR||-EXCHANGE FOR SIZE OR COLOUR|
|NO RETURNS ACCEPTED
|NO RETURNS ACCEPTED
*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.
We strictly do not offer refunds on Afterpay or Zippay as we are separate entities. If you are uncertain of your purchase and may need to return it, we suggest purchasing full priced clothing with Paypal or Credit Card to ensure you are eligible for a refund.
We do not take cancellations on pre-orders. Pre-order dates are subject to change and may be updated at any time. If you’d like to return your pre-order item, the same terms and conditions apply as seen in the table above.
If you suspect an item has been delivered to you faulty, please get in contact with us at [email protected] and we will endeavour to organise a replacement for you.
If you believe an item has been manufactured with a fault, please also get in contact with us and we will arrange a repair or replacement.
If we cannot organise a repair or replacement of the faulty garment, we will be happy to provide a refund for the faulty garment.
During this process, domestic shipping charges will be paid by HANSEN&GRETEL.
Our online store may, at times be sending items direct from our boutiques. If the item you’ve purchased has been tried on or has any signs of ware, we will offer a substitute, partial refund, or entire refund for your order.
Our online store may be subject to stock discrepancies, if for some reason your order cannot be fulfilled we will offer a substitute or full refund for your order.
We love our Gretel girls! If you’d like to provide us with any feedback or ask us anything, please contact [email protected]