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Frequently asked questions

Is there a charge to collect from a store?

We offer free delivery to any Hannahs store (excluding Mt Wellington & Onehunga).

Which stores can I collect from?

You can collect from any Hannahs store (excluding Mt Wellington & Onehunga).

Can I change the collection store for my order?

Sorry you can’t. Once your order has been placed, we are unable to amend any part of your order or change the collection store. Please check your order carefully before you click on the "Payment” button.

When will my order be ready to collect?

Orders can be expected to take 2-5 business days to process and ship. This is counted from the first business day following the day that you placed your order.

Processing: Orders usually take 1-2 business days to process before it's shipped. Shipping: We will deliver orders to your chosen Hannahs store in 2-3 business days after shipment.

You'll be sent an "order has been dispatched" email when your order leaves our Distribution Centre and then a "ready to collect" email when your order is ready to pick up in store. You can collect your order during store opening hours.

If for any reason we feel that your order may end up delayed you will be contacted via email during the delivery period to keep you updated.

Why can't I collect my order immediately?

All Click & Collect orders are dispatched from our Wellington Distribution Centre and can take up to 5 business days to arrive in-store.

How will I know when my order is ready for collection?

When your order arrives at your chosen store, you'll be sent a "please collect your order" email with your order details and instructions on how to collect.

What do I need to bring with me to collect my order?

You will need to bring a copy of the "please collect your order" email and a photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card) when you collect your order.

Can someone else collect my order on my behalf?

Yes they can. They will need to bring a copy of the "please collect your order" email and a photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card) when they collect the order.

What happens if I don't want to keep my order?

You can return any Click & Collect product for an exchange or refund within 14 days of collecting the order, providing all the terms and conditions of our returns policy have been met. You can return product to any Hannahs store (excluding Mt Wellington & Onehunga) or by post to the Hannahs online store.

How long are orders kept in-store?

Click & Collect orders are held in-store for 14 days. After 14 days orders are returned to the Hannahs online store for a refund.

Can I pay for my Click and Collect order using Laybuy?

Yes you can. If you decide to return your Laybuy purchase for an exchange or refund you will need to send it back to the webstore distribution centre to process the refund or exchange.

Laybuy returns must be posted to: Hannahs Webstore, Unit G, 15 John Seddon Drive, Porirua. Postage fees are non-refundable, however exchange pairs will be sent out free of charge. The standard returns policy conditions apply.

How do I arrange Click & Collect for my order?

When you checkout, select "Click & Collect" as your delivery option. Choose the store you would like to collect from. When your order arrives in-store you'll be sent a "please collect your order" email. Go to the store with your "please collect your order" email (you can show us this on your phone or tablet) and a photo ID (driver's licence, passport, Hospitality NZ 18+ card, student ID card). Your order will be held for 14 days.