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HANKER Returns Policy

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Shipping
HANKER delivers to almost all countries and locations worldwide, in partnership with DHL. Shipping rates and target service levels are outlined below:

Destination
Shipping Cost*
Shipping Time Delivery Window
Australia & New Zealand A$35 + tax 1-2 working days 9am to 5pm
Western Europe A$60 + tax 2-3 working days 9am to 5pm
Canada & North America A$60 + tax 2-3 working days 9am to 5pm
Asia A$50 + tax 2-3 working days 9am to 5pm
Rest of World
A$80 + tax 2-4 working days
9am to 5

* 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.

We aim to dispatch all orders within 24 hours. Sale and busy periods may cause delays in dispatch. 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.

All orders require a signature upon receipt. We are unable to redirect orders once items have been dispatched and we are unable to deliver to post office boxes.

In some instances, we may use an alternative shipper to DHL. For example some cosmetics items can only be shipped by land and therefore cannot be shipped by DHL. The shipping method is at the discretion of HANKER.

Free Shipping:
HANKER occasionally runs free shipping promotions. To be notified by email, simply sign-up for HANKER updates. Please note that free shipping promotions will be applied to your order on the payment page.

Insurance: 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.

Taxes & 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

Dangerous & Prohibited Goods: HANKER may use alternative shipping methods to comply with dangerous, restricted or prohibited goods laws in some countries. This may extend the time for delivery.

Order Tracking:
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

If you have any difficulties with your order, please contact service@hanker.com.

Returns & Exchanges
If you are not delighted with your purchase, it's easy to return or exchange most goods with HANKER and receive a full refund, less shipping and customs costs, provided you register your return within 7 days of receipt and return the goods within 21 days of receipt. Return shipping charges are the same as the original shipping costs. Shipping on returns for an exchanged size is free of charge to you, where an exchangeable item is available.

1. Register a Return: You simply need to go online within 7 days of receipt, sign into your account and select the order from which you wish to return the goods. Click on the RETURN/EXCHANGE button and choose the reason why you want to send your goods back. If you believe a good is faulty, please provide details of why. If you'd like to exchange a good because the fit isn't right, choose the replacement size. To request a refund, select how you would like to be credited. This needs to match the original payment method used. Please note store credit is valid for one year from issue date.

Exchanges: We can exchange items for a different size, provided stock is available. Shipping is free of charge on the replacement item, but if you are based outside Australia, you may need to pay customs duties and taxes. To exchange an item, sign into your account, click on the RETURN/EXCHANGE button, choose the reason why you want to exchange the good and choose the replacement size. Please note that 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 already. The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties on your new purchase. To arrange a return, please email service@hanker.com.

Sale Return/ Exchanges: The customer must pay for shipping on all sale goods returns and exchanges. On sale items, the customer's HANKER 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. Returning Goods: Book a collection with DHL within 14 days of registering your return. To find the telephone number of the nearest DHL, visit www.dhl.com and select your country. Sign the returns form that you received with your order. Please leave your package open until the driver has checked the contents and assist the driver in completion of the DHL waybill (if applicable). You will be notified by email once your return has been received and processed by HANKER.

We prefer that all goods be returned to us via DHL to ensure they are protected and insured during transit. However, you may return the goods to us by any secure means. Our address for all returns is:

HANKER Pty Limited
10/11-27 Carabella Street
Kirribilli, NSW, 2061
Australia

We request that you contact us at service@hanker.com in relation to returns not shipped via DHL. Please note that we do not accept liability for goods that are not returned via DHL.

Please also note that HANKER will not accept returns after 21 days from receipt.

3. Receiving a Refund: Your refund will either be credited to the original purchaser's credit card or to your HANKER account and will exclude shipping costs (with the exception of faulty items), which we deduct to cover the cost of our shipping service.

Customs duties and sales taxes are non-refundable through HANKER. However, you may be able to recover these by contacting your local customs authority directly.

Please note 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.

4. 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 may 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 six 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.
All HANKER goods are quality controlled and checked for any faults before they are shipped to customers. 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.

Online Images: We have made every effort to display the colours and details of products accurately on the HANKER website. However, as computer monitors vary, we cannot guarantee that your monitor's display of a particular product will be identical to the original.

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