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Frequently asked questions

What is your returns policy for purchases?

Hannahs wants you to be happy with your purchase. We will gladly exchange or refund unworn product in its original condition, within 60 days of the delivery date, accompanied by the original receipt. All refunds will be credited to the original form of payment. The shoe box and other packaging must accompany the product on return. The delivery fee is non-refundable.


Please note that we are unable to process returns at our distribution centre for items purchased in-store. This includes any order that you placed in one of our branches. You will need to take these returns to your nearest branch.

How to return your item(s) for free to a Hannahs store?

You can return your item(s) with proof of purchase (receipt, packing slip order confirmation or your order invoice) to any Hannahs store for an exchange or refund. Sorry, stores can’t accept returns by post/courier.


Our store team will inspect the item(s) returned for the refund/exchange and ensure they have been returned in their original, unworn condition with all original packaging/labels attached, and within the 60 day return period.


When exchanging in-store we do not guarantee the availability of sizes or styles in every Hannahs store. Therefore if the size or style is not available in-store but is available online, you may be offered a store credit and invited to reorder the exchange size using that credit.


Physically returning your online order to a Hannahs store is the fastest option available for exchanging or refunding your order.

How to return your item(s) by Courier?

Please complete the Return Form located on the back of the packing slip and include this with your item(s) for return to our Distribution Centre. You will need to let us know if you are requesting an exchange or a refund for your items.


Please package your item(s) along with the original packaging and courier it to:


Hannahs Webstore,
44 Johnston Way, Whakatu,
Hastings 4180,
NEW ZEALAND

Please note that we are unable to process returns at our distribution centre for items purchased in-store. This includes any order that you placed in one of our branches. You will need to take these returns to your nearest branch.

Courier costs are non-refundable however, any exchanges will be sent to you free of charge. Hannahs does not accept responsibility for items lost in transit while being returned. We recommend you use a courier service that provides tracking and delivery to the door.


We’ll always do our best to ensure that you receive the item that you have requested in your exchange. However, if the size or colour that you have requested is not available, a refund will be issued to your original method of payment and we will make contact with you.

How long does it take to process a return that I have couriered to you?

We will process your exchange or refund within 10 business days on receipt of your parcel.


Hannahs does not accept responsibility for items lost in transit while being returned. We recommend you use a Courier service that provides tracking and delivery to the door. Courier costs are non-refundable. However any exchanges will be sent to the customer free of charge.


Physically returning your online order to a Hannahs store is the fastest option available for exchanging or refunding your order. This service is also free.

What should I do if a product I purchased develops a fault?

Hannahs stands by the quality of our merchandise. Should any defect present itself, we want to review these with you.


We encourage customers to take suspected faulty products into any one of our branches for assessment and review with one of our store managers. They are trained to identify and assist with manufacturing faults and should be able to help you. You will need your proof of purchase when you visit - this can be your receipt, online order confirmation, packing slip or bank statement.


Visting a physical branch is the fastest way for us to assess defects and reach a solution with you. If you are not located near one of our branches, please call our Customer Care Team on 0800 426 624 or email us at webstore@hannahs.co.nz and we will do our best to assist you accordingly.

How do I return my Laybuy order?

All orders paid for by Laybuy may be returned to any Hannahs store or the Hannahs webstore. Once we've received and processed your return, Laybuy will refund you the full amount for the returned item(s) and cancel or adjust your payment schedule accordingly.

Can I exchange my Laybuy order?

Yes we can exchange your order.


If your Laybuy exchange requires a size swap for the same style then this will be processed as a standard exchange.


If you are wishing to exchange for a different style then we will process a Laybuy refund on the items returned and you will need to re-purchase the exchange pair.


If you are returning your item(s) for an exchange, we are happy to honour any special price offers paid the first time round. Exchange pairs are sent back to you free of charge. If you are required to re-purchase your exchange pair via the website then we will match the free shipping offered on all exchanges. Just contact our customer care team to assist you with this at webstore@hannahs.co.nz.