FAQs - Exchanges & Returns – Hannah and Henry
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FAQs - Exchanges & Returns

Change of Mind

Can I return a full-priced item if I have changed my mind?

Yes, you can return a full-priced item if you have changed your mind. Please process your return within 30 days of physically receiving your order. The item must be unused and in the same condition as when you received it, including all accessories and dustbag.

Who is responsible for the return shipping cost?

For change of mind returns, the buyer is responsible for the cost of shipping the item back to Hannah & Henry Apparel.

Will I receive a refund for my returned item?

Refunds for change of mind returns will only be credited back to the original method of payment. Please note that the the cost to return it to Hannah & Henry Apparel will not be refunded and a 5% administration fee will be charged.

What happens after I send my change of mind return item?

Hannah & Henry Apparel will assess the condition of the returned item and determine the validity of the return. You will be notified of the outcome via email within 14 days of the item's receipt.

How do I process a change of mind return?

To process your change of mind return, submit a returns request using this link and follow the instructions. https://hannahandhenryappare.returnscenter.com/ 

Make sure to provide your order number and email address used to place your order.

Are there any fees deducted from the refund amount for change of mind returns?

If a refund has been requested for a change of mind return, a 5% administration/restocking fee of the total value of the goods purchased will be deducted from the refund amount. An additional 5% may be deducted if any original accessories are missing from the returned bag.

Faulty Items

What should I do if my Hannah & Henry Apparel bag has a fault?

In the unlikely event that your Hannah & Henry Apparel bag has a fault, please email us (info@hannahhenryapparel.com) within the warranty period of six months from the date of purchase with your order number and photos of the issue. We may offer a repair, discount, store credit/refund, or exchange/replacement.

How do I process a return for a faulty item?

To process a return for a faulty item, submit a returns request using this link and follow the instructions. https://hannahandhenryappare.returnscenter.com/ 

Make sure to provide your order number and email address used to place your order. Upon receiving the faulty item, Hannah & Henry Apparel will assess its condition and determine the appropriate solution. You will be notified of the outcome via email within 14 days.

Who is responsible for the return shipping cost for faulty items?

For faulty items, you are required to send the item back to Hannah & Henry Apparel at your own cost. A registered tracking number must be provided for all returns. A refund of shipping costs will be issued once the fault is assessed.

Will I receive a refund for a faulty item?

If the fault occurs within the warranty period and if your faulty item return is approved, we will issue a refund, credit, exchange, or replacement as previously agreed. Reasonable shipping costs of up to $15.35 will be refunded if the item is deemed faulty. However, shipping costs for the sent item will not be refunded due to the free shipping offer.

How long does it take to process a refund, credit, exchange, or replacement for a faulty item?

Please allow 14 days from the receipt of your item for our team to process your refund, credit, exchange, or replacement.

Are there any fees deducted from the refund amount for faulty item returns?

If any of the original accessories are missing from the returned bag, a 5% fee will be deducted from the original purchase price.

Are products or shipping costs refundable for items deemed faulty due to misuse or not related to the manufacture of the item?

No, products or shipping costs are not refundable for items deemed faulty due to misuse or issues unrelated to the manufacture of the item.

What is the timeframe for posting the item back for a return once it has been approved?

You have 7 days to post the item back from when we approve the return. If the item is not posted within this timeframe, the return request will be canceled from the system.

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