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Frequently asked questions

Is there a charge to collect from a store?

If stock is not in your chosen store, we will ship your shoes to your chosen store (1-3 business days).
This costs $7.50 or is FREE on orders over $75.

We offer FREE Same Day Click & Collect if your entire order is in stock at your chosen collection store.
Same Day Click & Collect orders must be placed by 2pm.
We will email you when your order is packaged and ready to collect.

Click & Collect is not available at our Mt Wellington branch.

Which stores can I collect from?

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

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?

You'll be sent a "Ready to Collect" email when your order is ready to collect.

Please don't head in store until you receive your Ready to Collect email. On the rare occasion that there is a stock inaccuracy or quality issue, one of our team will be in contact to discuss alternate options with you.

Orders need to be collected during store opening hours.

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 60 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) or by Courier to the Hannahs online store.

How long are orders kept in-store?

Click & Collect orders are held in-store for 14 days.

If you can't collect your order for any reason, please phone Customer Care on 0800 426 624 (Monday to Friday, 9am to 5pm) to let them know. If you placed your order online and you haven't collected within 14 days of receiving your collection email then we will return the goods back to our stock and refund the money back to the original method of payment.

If your Click and Collect order was an in store order then you will need to return to a store so that we can issue you your refund. While we wait for you to visit in store, we will return the order to store credit which you can use when you next visit us in store or the store can refund your credit back to your original payment type.

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

Yes you can. If you decide to return your Laybuy or Afterpay purchase for an exchange or refund you will be able to return it to a Hannahs store or Courier it back to the Hannahs webstore distribution centre to process the refund or exchange.