Returns & Exchanges

OUR ONLINE POLICY

  • We offer full refunds and exchanges on all full priced items.
  • 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.
  • 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. Should you wish to exchange your item(s), we will give you an extra $10 to shop with.
  • 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 refunded 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. 
  • 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.

Christmas returns extension - Full price orders placed from December 1st will be honoured for a return extension. Return lodgement to be submitted by the 9th of January.

 

BLACK FRIDAY SALE

Our existing return policy applies to this promotion. All online orders are eligible for a refund, exchange or store credit within 14 days. All boutique orders are eligible for an exchange or store credit within 7 days.

 

ARCHIVE SALE & EXCLUSIVE PROMOTIONS

*Please note products purchased in our Archive Sale & Exclusive In-store Embroidery Activation are final sale. No returns accepted.

 

Gift With Purchase

  • If a customer intends to return their order, it is essential to include the return of the promotional item in its original condition.
  • The validity of this offer is dependent on the return of both the purchased items and the promotional gift.
  • To initiate a return, please do so via the Henne returns portal; selecting both the item(s) you wish to return & promotional item OR
  • If this is an in-store purchase, please visit the store with both your returned item(s) and promotional item in order to receive a credit
  • Acceptance of returns is conditional upon the joint return of both the purchased items and the promotional gift.
  • In the event of returning an order without the promotional gift, we will reach out to facilitate additional payment arrangements.

 

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.  

RETURN STEPS

  1. Go to our Returns Portal here and enter your order number and email address. You can find your order number on your order confirmation email.
  2. Tell us what you would like to return by selecting the products from the order shown on the screen.
  3. Let us know the reason for returning the item(s) using the drop down and add any additional notes in the box provided.
  4. Choose how we can resolve the return by selecting either exchange, refund to original payment method or refund to store credit. If you opt to exchange, we will give you an extra $10 to shop with.
  5. 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. 
  6. 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.

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

 

WANT TO EXCHANGE AN ITEM?

We want to make online shopping as easy as possible. To exchange your item, simply lodge a request via our Returns Portal. 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. Should you wish to exchange, we will give you an extra $10 to shop.

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. 

 

BUNDLING RETURNS

Customers may exchange items within any Henne Set – an item may be exchanged for the same item in a different size or colour. We allow the return of a complete set for a full refund.

 

HOW TO EXCHANGE MY HENNE SET OR PRODUCTS WITHIN A SET:

  • To exchange your item/s, simply lodge a request via our Returns Portal. From here, you will be prompted to exchange by colour or size.
  • Exchanges will be returned at the cost of the customer, with your new order being dispatched free of charge.
  • Once your item/s has been delivered at our Warehouse, your exchange order will be processed promptly and you will be notified via email.

 

HOW TO RETURN MY FULL HENNE SET:

  • Contact customercare@henne.com.au within 14 business days of order receipt to request a return. In your request, please note your order #.
  • From here our Customer Care team will provide steps to return your set for a full refund via payment method or onto a Henne Gift Card
  • Once received You will be refunded via the method of payment used only or onto a Henne Gift Card if you choose this option. If you use a gift card to partially pay for your order, the refund will first go back onto the gift card and any remaining balance will be returned to your alternative payment method. 
  • Please note Henne do not accept refunds on individual items within a bundle
  • Once we receive your set, we will refund you; please allow for up to 7 business days for the payment to appear back in your account.

 

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.

International Returns 

Please initiate your refund/exchange here and follow the prompts.

Refunds use the same payment method that was used to pay for the order. You cannot issue a refund to a different card or bank account.

Refunds are issued in the same currency that the customer used to pay for the order. 

Please note that for international returns the return shipping and any reverse duties & taxes are the responsibility of the customer.

Once your return is received back at our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days for the refund to be processed back to your original form of payment.