Loading... Please wait...

FAQ

About HANKER
What is HANKER?
Who is behind HANKER?
How are HANKER products chosen?
How do I know the products are authentic?
Can I buy HANKER items at a shop?
Can I buy HANKER items over the phone?
Is HANKER environmentally friendly?

How HANKER Works
How do I place an order?

How do I know what I buy will fit me?

How do I see prices in my currency?

How do I know a product is in stock?

Do I need an account to make a purchase?

What happens if I forget my password or account details?

Can I earn $20 more than once for inviting friends?

When are sales held?

Can I request a product that is sold out on HANKER?

Can I request a product that is made by one of HANKER's makers?

How do I redeem my HANKER gift certificate?

Payment
What payment options do I have?
Is it safe to use my credit card?
When will my payment be debited to my credit card?
How do I use my store credit?

Returns
What is the HANKER returns policy?
How do I return or exchange an item?
How much does return shipping cost?
What is store credit?
Do my store credits expire?
How do I use my store credit?
What if my item is damaged when I receive it?

Shipping
How can I change my billing and shipping details?
Does HANKER ship overseas?
How long does it take to receive a shipment?
What are HANKER's shipping rates?
How can I track my order?
Is my shipment insured?
In what packaging will my order be shipped?
Do I need to sign for my order?
How much will I have to pay in duties and taxes?
Does HANKER ship to multiple addresses?
Does HANKER ship to PO boxes or freight forwarding addresses?
Why are shipping restrictions applied to some items?
Can I modify my order?
Can I change my shipping address after I have made my order?

Support
How do I contact HANKER for customer service?
Does HANKER offer a repairs service?



What is HANKER?
HANKER is building the ultimate online destination for working women. We aim to deliver premium quality products, services and information to busy professional women, when and where they need it. HANKER buyers are people like you who search the world and hand-select each product with your needs and lifestyle in mind. Shopping at HANKER is easy, fun and stimulating. Enjoy!!

Back to top

Who is behind HANKER?
HANKER is a privately owned Australian company founded by Kate Evers in 2010.

Kate is an investor, entrepreneur, company director and management consultant. She has lived and worked in Australia, Europe, the US and Asia and has a long history working with premium consumer and retail businesses.

Kate has a strong vision for HANKER and is passionate about continually building the business to meet the evolving needs of professional women.

An invaluable and dedicated team of employees, suppliers, advisors, family and friends supports HANKER. To learn more about HANKER, read NEWSSTAND. For corporate inquiries, contact corporate@hanker.com.

Back to top

How are HANKER products chosen?
HANKER takes enormous pride in its product selection. We work with only the world's best designers and brands – not just the big names but with people that are at the top of their game in design and craftsmanship, wherever they are. HANKER has access to a worldwide network of product suppliers and we work closely with each of our MAKERS' brands to hand-select the very best products in terms of function, quality, value and style.

Back to top

How do I know the products are authentic?
As an authorized online distributor for all of the designers and brands we feature, we provide an absolute assurance that every item we sell is 100 percent authentic.

Back to top

Can I buy HANKER items at a shop?

In general, HANKER items are available only online. We occasionally organize private shopping services for special customers and from time to time run promotional events at which invitees can purchase products.

Back to top

Can I buy HANKER items over the phone?
HANKER items are available only online. If you are having trouble making a purchase online, please email service@hanker.com and we can assist you with the process.

Back to top

Is HANKER environmentally friendly?
HANKER endeavours to adhere to environmentally friendly practices throughout its operations. Our packaging is 100% recyclable and we minimise the quantity of recycled tissue paper we use to pack our boxes. We are always looking for ways to be more environmentally friendly, so please send any suggestions to feedback@hanker.com.

Back to top

How do I place an order?
Browse: Use the product category headings, for example 'HOLD', 'VOYAGE', or 'ADORN', at the top of the page or the side navigation bar to find what you are looking for. You can also shop by the 'MAKER" or designer of products, browse 'JUST LANDED' for new products, or follow the links on any of the home page promotions.

Get Assistance: If you need help with your purchase, email service@hanker.com to ask questions about a product or the purchase process. If you want to email a product to a friend for advice click on the 'SEND TO A FRIEND' button. If you are looking for a gift, but can't choose, try a HANKER gift certificate.

Choose: Once you have found an item you wish to purchase, select your size and click on the 'ADD TO HANKER BAG' button underneath each item. You may alternatively like to add an item to your wish list by clicking on the 'ADD TO WISH LIST' button. The wish list allows you to save the items you like for later purchase. You can also send your wish list to a friend if you think they may need a bit of help finding the perfect gift for you.

Review Items: Review the items in your HANKER shopping bag by clicking the 'HANKER BAG' link at the top of the page or from any of the product pages you are on. Once you are on your HANKER bag page, you can use the "Remove" button to delete items from your bag or change sizes by clicking on the picture of the item, selecting the size you want and removing the old item from your HANKER bag.

Complete Purchase: From your HANKER bag, Click on "COMPLETE PURCHASE' and fill in all the required shipping and billing fields when prompted. If your purchase is a gift, be sure to write a gift note in the required field before you complete you purchase.

Back to top

How do I know what I buy will fit me?
Sizing can vary considerably between designers and countries of origin. To help ensure you make the most informed choice, on each product page we offer you:

  • A description of the product dimensions and/or the fit of the product;
  • A size conversion chart to help you to convert between international sizes; and
  • A link to a customer service representative who can advise you on size and fit. Email service@hanker.com.

To go to the size conversion chart click here. If an item doesn't fit, you can exchange it free of charge provided we have the stock available.

Back to top

How do I see prices in my currency?
All HANKER prices are listed in Australian dollars. At the top of each product page, there is a currency converter that can provide a guide to the price of the item you are looking at in your local currency. This is indicative only and is based on current exchange rates from a currency data service. HANKER cannot guarantee the exact exchange rate your credit card company will use when your payment is made or what fees your bank may charge for foreign currency transactions. This is usually printed on your credit card statement.

Back to top

How do I know a product is in stock?
All items are in stock unless SOLD OUT is displayed on the product page. It pays to come back to HANKER later as we often restock popular items. Restocked items will be displayed in the BACK BY DEMAND section in the lefthand navigation menu.

Please be aware that even if an item is in your shopping bag, another customer can purchase it until you have completed your order.

If the product you want to buy is out of stock, you can email service@hanker.com to find out if there is a waiting list for that item. Waiting lists are available only for limited current season stock and do not apply to sale items. We may ask for prepayment to secure popular items.

Back to top

Do I need an account to make a purchase?
You can shop at HANKER without creating an account, but we recommend signing up for an account as it allows you to:

  • Save shipping and billing information to check out faster;
  • Track your order status and review past purchases;
  • Save your HANKER shopping bag;
  • Build your own personal wish list and send it to others;
  • Receive HANKER promotions;
  • Receive product and designer updates; and
  • Update your address and billing details.

To create an account, simply click on SIGN IN/ MY ACCOUNT at the top of the page and fill in the required information fields.

Back to top

What happens if I forget my password or account details?

If you have forgotten your password, follow the FORGOT YOUR PASSWORD instructions on the SIGN IN page. For security reasons we are unable to send your old password via email.

Back to top

Can I earn $20 more than once for inviting friends?
For each friend you invite, HANKER will credit your account with $20 after your friend's first purchase has shipped (excludes HANKER gift card purchases). There is no limit to the number of friends you can invite, or the number of credits you can receive. If more than one person refers you, only the first person who referred you will recieve the $20 credit. Referral credits expire after one year.

Back to top

When are sales held?

HANKER holds two short end-of-season sales on select stock each year (in July and January). To receive an email alert when the sales begin create an account with HANKER. 

Back to top

Can I request a product that is sold out on HANKER?
We occasionally accept requests for goods that are sold out on the site. If you would like to make a custom order for a specific product please contact service@hanker.com with a clear description of the product you are looking for and we will endeavour to fulfil your request. HANKER may request pre-payment for goods that are custom ordered. You will also find items that are restocked by popular demand under the BACK BY DEMAND menu option on the left of the screen.

Back to top

Can I request a product that is made by one of HANKER's makers?

We occasionally accept requests for goods that are made by one of HANKER's makers, but are not available on the site. If you would like to make a custom request for a specific product please contact service@hanker.com with a clear description of the product you are looking for and we will endeavour to fulfil your request. HANKER may request pre-payment for goods that are custom ordered.

Back to top


How do I redeem my HANKER gift certificate?

  1. Copy or write down your unique gift certificate code. This can be found on the gift certificate that was emailed to you as an attachment. It will look something like: Z50-Y6K-COS-402.
  2. Browse the store and add the items you wish to purchase to your HANKER bag.
  3. Once you are satisfied with the contents of your bag, click "COMPLETE PURCHASE". You will be prompted to open an account if you are not a current account holder.
  4. Enter your billing and shipping details as per normal, then enter your unique gift certificate code in the box under "Redeem a gift certificate or apply a promotion code." If the gift certificate amount is less than the amount of your purchase, you will be prompted to enter credit card details to settle the difference.

Back to top


What payment options do I have?
HANKER accepts Visa, MasterCard and American Express. Other than HANKER store credit, alternative payment options will not be accepted.

Back to top

Is it safe to use my credit card?
All transactions on HANKER are processed using E-WAY, a secure online payment gateway that encrypts your card details in a secure host environment. Your complete credit card number cannot be viewed by HANKER or any outside party. E-WAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by HANKER.

In addition, HANKER is registered with VeriSign as an authentic site. This certifies that your information is kept private in transit between your web browser and our web server.

Back to top

When will my payment be debited from my credit card?

Your order will be charged to your credit card when the goods are dispatched. This is usually within 48 hours of your order confirmation.

Back to top

How do I use my store credit?
If you have a positive store credit balance, you will be asked during the payment process if you would like to apply store credit to your purchase. You can always see your store credit balance at the bottom of the left menu on your account page.

Back to top

What is the HANKER returns policy?
HANKER accepts returns on most items provided they are returned in a saleable condition which means unused, unwashed, unworn and undamaged. All items must also be returned with their original packaging in original condition including dust bags, boxes, plastic wrap, garment tags, security tags, garment belts and gift boxes.

Returns that are damaged, soiled or altered in any way may not be accepted and may be sent back to the customer. This includes damage to any aspect of the packaging.

The green HANKER security tags must remain attached for returns to be accepted.

Late Returns: Returns will not be accepted if they are not registered within 7 days of receipt and returned to the HANKER return address within 21 days of receipt.

Non-returnable Goods: HANKER does not accept returns on lingerie, swimwear, cosmetics and fragrance, and pierced earrings for health and safety reasons.

Defective Goods: Goods are classified as defective if they are received damaged, are not of merchantable quality, or where a defect in materials or workmanship becomes apparent and is notified to HANKER within three months of purchase. Goods that are damaged as a result of accident, misuse or use contrary to care instructions, or wear and tear are not considered to be defective.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund, including shipping, if the item cannot be repaired or replaced.

Back to top

How do I return or exchange an item?

1. Register a Return/ Exchange:

  • Go online to HANKER within 7 days of receipt, sign into your account and go to "COMPLETED ORDERS" within your account management area.
  • Find the order from which you wish to return the item and click on "RETURN ITEM". Choose your reason for the return and your preferred refund or exchange method. Sale and gift items are only returnable for store credit.
  • If you believe a good is defective, please provide details in the box provided. Likewise, if you wish to exchange a good because the fit is not right, please let us know what size you would like.
  • Submit the return form. You will be updated on the status of your return shortly thereafter.

Exchanges: We are only able to offer size exchanges. If you wish to exchange your item for an alternative style or item, we suggest that you return it for a store credit and purchase the new item separately.

Gift Returns/ Exchanges: If you have received a HANKER item as a gift, you may exchange it for a credit to your HANKER account. You will need to register your details and set up an account if you don't have one. HANKER store credit is valid for one year. To arrange a gift return or exchange, please email service@hanker.com.

Sale Return/ Exchanges:
The customer must pay for shipping on the return and exchange of sale goods. On sale items, your account will be credited rather than a cash or credit card return being given. We do this only so we can keep sale prices low for everyone.

2. Return Goods:

  • Book a collection from your home or office with DHL as soon as you have registered your return and within 14 days of receiving the goods. To find the telephone number of the nearest DHL, visit www.dhl.com and select your country. Quote the account number provided to you by HANKER.
  • Place the items you wish to return in the box in which they arrived and tick the items you wish to return on the Packing Slip/ Return Register you received with your order. Sign and date the bottom of the Packing Slip/ Return Register and place it in the top of the box.
  • Leave your package open until the driver has checked the contents and assist the driver in the completion of the DHL waybill.
  • You will be notified by email once your return has been processed by HANKER.

3. Receive a Refund:
If approved, your refund will be credited either to the original purchaser's credit card or to your HANKER account and will exclude shipping costs (with the exception of defective items), which we deduct to cover the cost of our shipping service. HANKER is not able to arrange the refund of any customs duties or sales taxes incurred on your purchase or return. However, you may be able to recover these by contacting your local customs authority directly. Credit card refunds may take up to 10 business days for your bank to complete, depending on bank processing time. This can vary greatly between credit card issuers and unfortunately we are unable to influence this.

Back to top

How much does return shipping cost?

Return shipping rates are the same as the original inbound shipping rates. Return shipping on size exchanges is free of charge to you. All shipping on defective items is free of charge to you.

Back to top

What is store credit?
When you return an item to HANKER, we can issue a store credit to your account for the entire purchase amount less the shipping costs. Your store credit can be used towards your next purchase on HANKER. Sale items can only be returned for store credit. Returned items which are not on sale can be returned for store credit or credited to the original credit card on which the purchase was made. You can view your store credit balance by signing in to your account.

Back to top

Do my store credits expire?
Store credits expire after one year.

Back to top

How do I use my store credit?
If you have a positive store credit balance, you will be asked during the payment process if you would like to apply store credit to your purchase.

Back to top

What if my item is damaged when I receive it?

Should you receive an item that is not in perfect condition please contact HANKER immediately at service@hanker.com. We always try to resolve the situation quickly.

Where possible, we will offer to repair defective items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund, including shipping, if the item cannot be repaired or replaced.

Back to top

How can I change my billing and shipping details?

Sign in to your account and click on "ADDRESS BOOK" to change your billing and shipping details.

Back to top

Does HANKER ship overseas?
HANKER delivers to almost all countries and locations worldwide, in partnership with DHL. From time to time, either HANKER or DHL may alter the countries on their ship-to list at their discretion. You will receive an email informing you if your ship-to address cannot receive HANKER deliveries in which case you will not be charged for your order.

Back to top

How long does it take to receive a shipment?
Target delivery times vary by destination:

Destination Shipping Time Delivery Window
Australia & New Zealand 1-2 working days 9am to 5pm
Western Europe 2-3 working days 9am to 5pm
Canada & North America 2-3 working days 9am to 5pm
Asia 2-3 working days 9am to 5pm
Rest of World 2-4 working days 9am to 5pm


We aim to dispatch all orders within 24 hours. Sale and busy periods may result in longer dispatch times. Estimated delivery times are a guide only and commence from the date of dispatch. HANKER is not responsible for any delays caused by destination customs clearance processes.

HANKER may at its discretion use an alternative shipper to DHL in which case different shipping times may apply.

Back to top

What are HANKER shipping rates?
Hanker shipping rates vary by destination:

Destination Shipping Cost*
Australia & New Zealand A$20 + tax
Western Europe A$60 + tax
Canada and North America A$60 + tax
Asia A$50 + tax
Rest of World A$80 + tax

* Remote areas may incur an extra A$30 delivery fee. If this applies to your destination, you will be alerted prior to the processing of your payment.

Back to top

How can I track my order?
Once your order is dispatched, you will receive an email with a DHL tracking number. This will allow you to track your order on the DHL website: www.dhl.com.

Back to top

Is my shipment insured?
HANKER insures each purchase from its dispatch until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified an alternate recipient for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by HANKER.

If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

Back to top

In what packaging will my order be shipped?
Your order will be delivered in HANKER signature green packaging. HANKER boxes look great and are designed to be reusable around the house or as gift boxes. They are also recyclable.

Please note that sale items and oddly shaped items may arrive in brown paper packaging and that the price of orders does not vary with the packaging.

Back to top

Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

Back to top

How much will I have to pay in taxes and duties?
Taxes and duties are calculated according to your shipping destination and, where possible, are itemized on your order summary page. GST will be applied to orders dispatched within Australia.

Most countries are shipped to on a DDU (Delivery Duty Unpaid) basis. If a DDU destination is selected, product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country to which you are shipping. Payment of these is necessary to release your order from customs on arrival. As we are unable to advise the amount that may be levied, we will always seek your confirmation by email prior to dispatching a DDU order. Please look out for this email to ensure timely dispatch of your order.

We are gradually adding new countries to the DTP (Duties and Taxes Paid) list which means the relevant duties and taxes are included in the product price. The following countries are shipped to on a DTP basis:
Australia
More countries coming soon

Back to top

Does HANKER ship to multiple addresses?
Yes. You can choose to enter multiple 'ship to' addresses as you go through the billing and shipping part of completing your purchase.

Back to top

Does HANKER ship to PO boxes or freight forwarding addresses?
HANKER is unable to deliver to Post Office boxes and we do not deliver to forwarding addresses.

Back to top

Why are shipping restrictions applied to some items?

Due to international trading agreements and regulations, HANKER is obliged to adhere to particular shipping restrictions. These restrictions will be clearly marked on each product before you purchase it.

If you inadvertently purchase an item that cannot be shipped to your country, we will email you to let you know and ensure your credit card is not charged.

Back to top

Can I modify my order?
You cannot modify or cancel your order after it has been confirmed.

Back to top

Can I change my shipping address after I have made my order?

We are unable to redirect orders once your items have been dispatched. Please ensure you provide a correct shipping address for the specified delivery times.

Back to top

How do I contact HANKER for customer service?

Please email HANKER service staff at service@hanker.com with any questions or queries you may have.

Back to top

Does HANKER offer a repairs service?
We offer a repairs service only for goods that are deemed to be defective.

Back to top