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Frequently asked questions

Can I return product purchased online to a Hannahs store?

You can return product to any Hannahs store (excluding Mt Wellington outlet store) providing all the terms and conditions of our returns policy have been met.

We do not guarantee the availability of sizes or styles at Hannahs retail stores. Therefore if the size or style is not available in-store but is available online, you may be offered a store refund and invited to reorder the exchange size.

How long does it take to process a return?

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.

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

Hannahs stands by the quality of our merchandise. Should any defect present itself, please call our Customer Care Team on 0800 426 624 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.

What is your returns policy for online 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.