Returns & Exchanges

OUR ONLINE POLICY

  • We offer full refunds and exchanges* on all full priced Henne items.
  • This excludes jewellery.
  • Jewellery is not eligible for returns and is excluded from our return policy.
  • Australian returns are accepted within 14 days from the date received. Items received outside this date will not be accepted.
  • Please note* If you order during a pre-order, you have 7 days to request your return from the date your order is received.
  • International returns are accepted within twenty days from the date of purchase Items received outside this date will not be accepted.
  • We also offer exchanges or credit notes on all full priced items purchased online and returned to our Henne Boutique within 14 days from the date received
  • All swimwear that is tried on must be worn with undergarments, the protective hygiene strip must remain on the garment in place. Returns will not be accepted if removed or altered
  • Note that to receive a refund for your online purchase, you must return via the Return Portal. Items purchased online and returned to our Henne Boutique are only eligible for an exchange or credit note
  • All items must be in original condition and tags attached (any item that has been worn, washed, damaged or altered cannot be returned)
  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

DOMESTIC RETURNS

  • Please initiate your refund/exchange via our Returns Portal and follow the prompts. If your return has not been approved first via our return portal, your order will be sent back to you. You can find your order number on your order confirmation email.
  • Choose how you would like to send back your items by selecting either to ship with a carrier of your own choice or use a prepaid label provided by us. Returns for refunds and store credits will incur a charge of $10.95 for the cost of the return shipping label, that will be deducted from the returned amount. Exchanges will be returned at the cost of the customer, with your new order being dispatched free of charge. Please note: faulty returns will be free of charge. 
  • Pack and label the items. Pack your return item(s) using the original packing provided. Attach the label securely to the satchel, ensuring the previous delivery label is covered.
  • You will be refunded via the method of payment used only. If you use a gift card to partially pay for your order, the refund will firstly go back onto the gift card and any remaining balance will be returned to your alternative payment method. 
  • Our returns portal generates Aus Post standard shipping labels so please allow 5-10 working days for your return to be received back to us. As soon as your order has been delivered, your return request will be processed promptly.

Please note* your RA number must be visible on your satchel and picking slip in order to obtain your return request. 

  • We also offer exchanges or credit notes on all full priced items purchased online and returned to our Henne Boutique within 14 days from the date received.
  • Note that to receive a refund for your online purchase, you must return via the Return Portal. Items purchased online and returned to our Henne Boutique are only eligible for an exchange or credit note

 

INTERNATIONAL RETURNS

  • Please initiate your refund here and follow the prompts.

  • We are unable to process exchanges. Instead, we kindly ask you to submit a return for your item and make a new purchase for the desired item, as shipping timeframes may cause delays.

  • Refunds will be processed using the same payment method as the original order. Refunds cannot be issued to a different card or bank account.
  • Refunds are issued in the same currency as the original payment.
  • Upon submission of your return request, you'll receive an email with a DHL prepaid return shipping label. Please note that a flat fee, as specified in the table below, will be deducted from your refund or store credit to cover the return shipping costs.
  • Once your return is received and inspected at our warehouse, your refund will be processed. Please allow up to 7-10 business days for the refund to be credited back to your original form of payment.

For any orders placed prior to10th of April, 2024 please submit your return via our domestic returns portal.

 

OUR IN-STORE POLICY

If you have purchased your item in our boutique we only offer credit notes (in the form of a digital gift card) or exchanges on full priced items purchased in boutiques subject to the following conditions:

    • The garments and/or footwear are returned within 7 days of purchase and be accompanied by a receipt. 
    • The garments and/or footwear are returned in original packaging. 
    • Garments and/or footwear are in a saleable condition, i.e. clean, tags attached, in original condition. Any garments that have been worn, damaged, altered or washed will not be accepted.
    • In order to return swimwear in store, the garment must be unworn with the protective hygiene still in its original place.
    • The following items are non-exchangeable: Jewellery or sale items.
    • Please note, gift vouchers are valid for 3 years.
    • Boutique purchases can only be returned to our Henne boutique. They cannot be returned to the Henne Online Store.
    • Online purchases can be returned in-store (within 14 days from the date received) for an exchange or credit note only.

 

PHONE ORDERS AND CLICK & COLLECT

    • All phone order purchases are subject to the same Terms & Conditions as online & boutique purchases (14 day return policy). E.g. If returning via the boutique, an exchange or credit note only will be granted. If returning online; a refund, exchange or credit note will be granted as per returns policy terms. Please contact customercare@henne.com.au to proceed with your Phone Order Return.
    • All click & collect orders are subject to the same Terms & Conditions as online & boutique purchases
    • (14 day return policy). E.g. If returning via the boutique, an exchange or credit note only will be granted. If returning online; a refund, exchange or credit note will be granted as per returns policy terms. Please visit our Returns Portal to send your order back via online.  

 

WANT TO EXCHANGE AN ITEM?

We want to make online shopping as easy as possible. To exchange your item, simply lodge a request. From here, you will be prompted to exchange by size/colour/style. We will do our best to facilitate all exchange requests, however, due to working with such a limited capsule, we cannot guarantee all requests will be fulfilled. 

Alternatively, if your desired item is still available, you can make another purchase on www.henne.com.au. This limits wait time so you can wear your item ASAP. After ordering, simply lodge your refund request for your original order here.

If we do not have your desired item, we will kindly assist with a refund or credit note. 

For all international orders, we are unable to process exchanges. Instead, we kindly ask you to submit a return for your item and make a new purchase for the desired item, as shipping timeframes may cause delays.

 

HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?

Once your return has been delivered at our Warehouse, your return request will be processed promptly.

Once we receive your item, we will refund you; please allow for up to 7 business days for the payment to appear back in your account.

Damaged or defective

While we do our best to ensure everything we send to our valued customers is in immaculate condition, in the event that you receive an item from us which you believe is faulty, due to damage during shipping or a manufacturing defect, please submit your return via our Returns Portal as soon as possible and follow the prompts. Please note that items that have been damaged as a result of wear and tear are not considered to be faulty. We will always endeavour to repair or replace your item. If we are unable to do this, we will offer you a full refund.

Do I have to pay to have my garment returned?

Yes, you will have to cover the postage cost to return any garments to us. Exceptions will be granted if Henne is at fault, for example for any faulty garments or dispatch errors. You can choose how you would like to send back your items by selecting either to ship with a carrier of your own choice or use a prepaid label provided by us. The cost of prepaid labels for fault/error orders are free, the cost of refunded labels are shown. The cost of labels will be deducted from the returned amount. Alternatively, you can visit our Prahran store for assistance with an exchange or credit note. 

 

Country Local Currency Transit Time Shipping Cost Free Shipping Threshold Taxes & Duties Returns Flat Rate Fee
United States USD 1-3 $8.00 $150.00 Partially Included $15.00
United Kingdom GBP 1-3 £8.00 £150.00 Included £15.00
United Arab Emirates AED 2-3 40.00 AED 800.00 AED Included 100.00 AED
Germany EUR 2-3 €10.00 €150.00 Included €10.00
Qatar QAR 4-5 40.00 QAR 800.00 QAR Included 100.00 QAR
Canada CAD 2-7 $10.00 $200.00 Partially Included $20.00
Saudi Arabia SAR 3-5 40.00 SAR 900.00 SAR Included 100.00 SAR
Japan JPY 2-4 ¥1,700.00 ¥30,000.00 Included ¥2,000.00
Korea (South) KRW 2-4 ₩17,000.00 ₩200,000.00 Pre-pay available ₩20,000.00
Italy EUR 3-4 €10.00 €150.00 Included €10.00
France EUR 3-4 €10.00 €150.00 Included €10.00
Hong Kong HKD 1-2 $60.00 $1,700.00 Included $100.00
Switzerland CHF 2-3 CHF 10.00 CHF 160.00 Included CHF 10.00
Brazil BRL 4-8 R$80.00 R$1,200.00 Calculated at checkout R$100.00
Ireland (Republic of) EUR 2-3 €10.00 €150.00 Included €10.00
Spain EUR 2-3 €10.00 €150.00 Included €10.00
Sweden SEK 2-3 SEK 100.00 SEK 1,700.00 Included SEK 200.00
Belgium EUR 2-3 €10.00 €150.00 Included €10.00
Mexico MXN 3-7 MXN 250.00 MXN 3,400.00 Included MXN 200.00
Poland PLN 3-4 PLN 55.00 PLN 700.00 Included PLN 100.00
Taiwan TWD 3-4 TWD 350.00 TWD 6,800.00 Pre-pay available TWD 400.00
Greece EUR 2-3 €10.00 €150.00 Included €10.00
Singapore SGD 1 $10.00 $210.00 Included $20.00
New Zealand NZD 1-3 NZD 14.00 NZD 200.00 Included NZD 20.00
Norway NOK 2-3 NOK 100.00 NOK 2,100.00 Included NOK 200.00
Israel ILS 2-8 ₪35.00 ₪1,500.00 Included ₪100.00
Netherlands EUR 3-4 €10.00 €150.00 Included €10.00
Malaysia MYR 2-4 MYR 60.00 MYR 1,000.00 Included MYR 100.00
Denmark DKK 2-3 DKK 80.00 DKK 1,100.00 Included DKK 100.00
Czech Republic CZK 2-3 CZK 275.00 CZK 3,500.00 Included CZK 300.00
Rest of EU EUR Calculated at Checkout €10.00 €150.00 Included €10.00
ROW USD Calculated at Checkout $13.00 $150.00 Pre-pay available $10.0