FINAL DAYS! - Get your 2nd pair 1/2 PRICE!* Full price styles only

Frequently Asked Questions

Choose a category...

  • Click & collect
  • Current Promotions
  • Delivery
  • Gift Card
  • Online Laybuy
  • Orders
  • Payment
  • Returns

Choose a FAQ...

  • 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.

  • 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.

  • What are your current promotions?
  • There are no promotions currently running.

  • Which countries do you ship to?
  • We only ship to New Zealand addresses. Unfortunately we are unable to ship to other countries.

  • When will I receive my order?
  • 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. Rural addresses may take longer so allow for 3-8 business days.

    Processing: Orders usually take 1-2 business days to process before it's shipped. Shipping: CourierPost will then deliver orders in 2-3 business days after shipment. Rural addresses can add 1-3 days to the delivery time.

    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.

  • What is your delivery fee?
  • We charge a non-refundable delivery fee of $7.50 for orders under $75 and offer free shipping on orders over $75.

  • How will you send my order?
  • All orders are sent by CourierPost. CourierPost will deliver during regular business hours, Monday to Friday, excluding public holidays.

  • Will I need to sign for my parcel?
  • To provide peace of mind we use a signature required upon delivery service. This means that someone must be at the delivery address to accept the parcel.

  • What if no one is home to sign for the parcel?
  • CourierPost will leave a “Card to Call” with instructions on how to arrange a redelivery. You can easily book redelivery online.

  • Do you ship to PO Box addresses?
  • We’re unable to deliver directly to a PO Box as a signature is required upon delivery by CourierPost. If you don’t have an alternate delivery address, we can deliver to a PO Box. However CourierPost will leave a “Card to Call” at the PO Box.

  • Can I order online and collect in-store?
  • Yes, you can Click & Collect from any Hannahs store (excluding Mt Wellington & Onehunga). Shipping is free. We'll do our best to get your order to your chosen store within 5 business days.

  • Where can I redeem a gift card?
  • A gift card is redeemable for merchandise sold at any Hannahs retail or online store. A gift card may not be redeemed for cash.

  • What if my gift card is lost or stolen?
  • Lost or stolen gift cards will not be replaced or refunded.

  • When does the gift card expire?
  • A gift card will expire 5 years from the date of purchase. Any outstanding amount will be forfeited.

  • How can I check my gift card balance?
  • You can check your gift card balance at any Hannahs retail store or online at www.hannahs.co.nz/gift-card-balance

  • I have a Gift Card, can I pay part of my order with my Gift Card and the remainder by Laybuy?
  • No. You cannot part pay by Gift Card and pay the remainder via Laybuy. Laybuy is currently a standalone payment method but this feature may be enabled in the future.

  • What is Laybuy?
  • Laybuy is a payment option that lets you receive your online purchase NOW and spread the total cost over 6 weekly automatic payments INTEREST FREE!

  • How do I sign up?
  • Just continue to the online checkout and select Laybuy as your payment option. Follow the steps to create your account and complete your purchase. Alternatively you can visit www.laybuy.com/consumer to create your Laybuy account first before you start shopping.

  • Who can use Laybuy?
  • Any NZ resident over 18 with a current debit or credit card.

  • How is my limit approved?
  • Your limit is assigned by Laybuy through their instant credit check upon sign up. If you don’t have a credit score, Laybuy will assign you with $120. No extra information about you is required!

  • Are there any penalties I should know about?
  • A late fee of $10 will be applied to your Laybuy account 24 hours after a missed payment.

  • Can I spend more than my assigned Laybuy limit?
  • You can spend more than your assigned limit, the excess will be added to your first payment.

  • Who do I contact if I have questions about my Laybuy account or payments?
  • For help with your Laybuy account we suggest checking out the FAQ section on the Laybuy website www.laybuy.com/faq

  • How do I return my Laybuy order?
  • All orders paid for by Laybuy need to be returned via post to our webstore distribution centre and cannot be returned in store. Once we've received your return, Laybuy will refund you the full amount for the returned item(s) and cancel or adjust your payment schedule accordingly.

    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.

  • Can I return an order purchased using Laybuy to a Hannahs store for a refund or exchange?
  • No. If you have paid via Laybuy you must return your order directly to the webstore distribution centre to process your 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.

  • Can I exchange my Laybuy order?
  • Yes we can exchange your order. Laybuy exchanges 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.

    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 via our website.

    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.

  • 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.

  • Can I pay by Laybuy when shopping in store?
  • No. Laybuy is not currently available for in store purchases. You can only pay by Laybuy when you shop on the Hannahs website on the ipad kiosks in store.

    For in store purchases our traditional Layby payment method is still available. Traditional Layby differs in that you will not receive your goods until your entire in store Layby is paid off.

  • My size isn’t available to purchase online, if I order over the phone can I pay buy Laybuy?
  • No. Unfortunately we are not able to process Laybuy orders over the phone at the moment as it requires you to log into your personal Laybuy account. This feature may be enabled in the future.

  • I have a Gift Card, can I pay part of my order with my Gift Card and the remainder by Laybuy?
  • No. You cannot part pay by Gift Card and pay the remainder via Laybuy. Laybuy is currently a standalone payment method but this feature may be enabled in the future.

  • I have an online discount code, can I use this on my Laybuy purchase?
  • Yes, you can use your online discount code on your Laybuy purchase. As per any other payment method you must apply your discount code before you click the ‘Pay by LayBuy’ button.

  • I forgot to apply my discount code on my Laybuy order – can you refund me the difference?
  • No. Unfortunately we can’t amend orders after they have been placed. If you forget to apply your discount code you will either have to request to cancel your order and place it again or, you will need to wait and use your discount code on your next order.

    Please note we aim to pack and dispatch orders as quickly as possible. We can’t guarantee that we will be able to cancel your order if your order has already started processing.

  • Is it safe to order online?
  • Yes it is. We use SSL technology which encrypts your information whenever we are receiving or transferring your details on our website. When making an online purchase a small padlock symbol will appear on your screen in front of the URL in the payment section of the checkout. This indicates that the SSL security system is operating throughout your transaction. This encrypting ensures that your details cannot be read by, or altered by outside influences.

  • How do I know my order has been received?
  • Once you’ve completed your order online, you’ll receive an order confirmation email. If you don’t receive an order confirmation email within 24 hours of ordering, we suggest you check your email spam filter and junk folder in case our email has been directed there. If this isn’t the case, then we may have an incorrect email address for you. Please contact us and we’ll look into this for you.

  • Can I amend my order?
  • We aim to pick, pack and dispatch orders as soon as possible. Therefore we're unable to make any changes to your order including changing the delivery address, item colours and sizes, or removing items from your order. We can cancel your order if it hasn't been dispatched.

  • Can I cancel my order?
  • You may be able to cancel your order if it hasn’t been dispatched. Please call our Customer Care Team on 0800 426 624 to check your order status. When you place an order with us, we take a credit or debit card pre-authorization for your order. Your credit or debit card won't be charged until we dispatch your order. If you cancel your order, it may take up to 10 business days for your bank or card issuer to make your funds available to you again.

  • How can I track my order?
  • Once your order is dispatched, you’ll be sent a dispatch confirmation email informing you that your order has been dispatched and the CourierPost tracking number for your parcel. Delivery target is 2-3 business days following dispatch confirmation. Rural addresses can add 1-3 days to the delivery time.

  • I haven’t received my order, what should I do?
  • Please go to the CourierPost website and enter the tracking number into the track & trace service to find the latest status of your item. The tracking number can be found on your dispatch email. If after reviewing the tracking details of your item you still have a query regarding the item’s status, please contact CourierPost for more information. Should you need any further assistance, please contact our Customer Care Team on 0800 426 624, Monday to Friday, 9am to 5pm.

  • How can I pay?
  • We can only accept payments via American Express, MasterCard, Visa, Q Card, Laybuy and Hannahs Gift Card. If you wish to pay via Farmers Card or Hannahs Gift Voucher, please call our Customer Care Team on 0800 426 624 to place an order.

    Please be aware we take fraud seriously. All credit card and debit card holders are subject to validation and authorisation by us and the card issuer.

  • When will I be charged?
  • When you place an order with us, the funds are reserved for us by your bank or card issuer. We don’t actually take money out of your account until your order is dispatched. If your order is cancelled for any reason, it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

    The exception to this is Laybuy payments. Laybuy is a payment option that lets you receive your online purchase now and spread the total cost over 6 weekly automatic payments interest free. Your first payment to Laybuy will be deducted immediately. If your order is cancelled for any reason, you should expect your funds to be available to you again within 1-3 working days.

  • How do I use my voucher code?
  • You need to enter your voucher code in the checkout. Under the payment section, you’ll see a field with the heading “Add Voucher or Gift Card”. Enter the voucher code in the field and click “Apply”. You must enter the voucher code when you checkout as it can’t be applied after you’ve completed your order.

  • Why doesn’t my voucher code work?
  • You may not have entered your voucher code during the checkout process. You may have used the voucher code on a previous order. The voucher code may have expired.

  • I forgot to apply my discount code can you refund me the difference?
  • No. Unfortunately we can’t amend orders after they have been placed. If you forget to apply your discount code you will either have to request to cancel your order and place it again or you will need to wait and use your discount code on your next order.

    Please note we can aim to pack and dispatch orders as quickly as possible. We can’t guarantee that we will be able to cancel your order if your order has already started processing.

  • 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 14 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.

  • Can I return product purchased online to a Hannahs store?
  • You can return product to any Hannahs store (excluding Mt Wellington and Onehunga) 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 online.

    Please note: If you have paid via Laybuy you must return your order directly to the webstore distribution centre to process your return 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 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 postage service that provides tracking and delivery to the door. Postage 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 need to be returned via post to our webstore distribution centre and cannot be returned in store. Once we've received your return, Laybuy will refund you the full amount for the returned item(s) and cancel or adjust your payment schedule accordingly.

    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.

  • Can I return an order purchased using Laybuy to a Hannahs store for a refund or exchange?
  • No. If you have paid via Laybuy you must return your order directly to the webstore distribution centre to process your 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.

  • 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 via our website.

    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.

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.