Orders & Shipping
If you want to make the following changes after placing your order, please send us an official enquiry/ request email to firstname.lastname@example.org immediately.
Changing postal address
Changing pattern choices, size or quantity
Adding on additional items to the same order
Extra button tailoring on your order
The best way for us to be notified of the above changes is by emailing us directly so we'll have an official record of your enquiry and get back to you with confirmation as soon as we can.
Please DO NOT private message via social media on matters regarding the above changes to your order as replies on Facebook and Instagram may be delayed for days.
We, however; will always reply to emails as soon as we can.
The Brand hannah will not be responsible for orders where the above changes were not communicated immediately via email or phone before order dispatch.
We only provide products in our regional areas of Australia and those listed under International, due to licensing restrictions.
Please note our small operations in Melbourne only pick, pack, and dispatch all orders including Express on Mondays, Wednesdays, & Fridays. Estimated delivery time is from the date of dispatch. If you've ordered on a dispatch day after 9AM (Melb time), it will go out on the next dispatch day. Also note that dispatch timeframe may change (either earlier or later) during sale/promotion periods. Thank you for your patience and understanding.
A Tester Pad purchase- FREE POSTAGE (Trackable & No Signature Required)
STANDARD SHIPPING (3-10 days)
Under $80 of purchase- $7.50
Above $80 of purchase- FREE SHIPPING
EXPRESS SHIPPING (2-4 days)
Add $3.00 (option available at checkout)
* Express will arrive 2-4 days from day of dispatch (depending on postcode)
*NOTE: FREE SHIPPING is automatically calculated in the subtotal at checkout and must be $80 or over excluding GST and after any discount code is applied.
ATL Request: When selecting the Authority to Leave option at checkout, the customer provides permission to leave the parcel at the shipping address without a signature when the parcel is delivered (as long as it's safe to do so). The selection of this shipping option is not advised as we will not be responsible for the package being misplaced or stolen. Only select this option if you have a safe place for orders to be left.
The customer understands when selecting Authority to Leave that The Brand hannah AU will not be responsible for any claims for loss and/or damage relating to parcels that are marked delivered by Auspost and left at the premise (shipping address provided on order). All enquiries about the package delivered/undelivered should be taken up directly with Auspost for an investigation.
Locations that are generally not suitable for us to leave a parcel include:
- Addresses where there is high foot traffic
- Addresses where the property is close to the street
- Apartments that are not accessible for delivery
- Apartment mailrooms where no one is in attendance
- Locations where there is no protection from weather or pets
If there is no safe place to leave the parcel, a notification card will be left at the delivery address advising that the parcel can be collected from a nearby Post Office.
Shipping cost is dependent on weight and will be calculated at checkout (from $30AUD). We ship to the following areas ONLY: Fiji, Samoa, Tahiti, New Caledonia, Tonga, Vanuatu, SolomonIslands, Papua New Guinea, Cook Islands, French Polynesia, Tuvalu, Kiribati, Nauru, Micronesia and the Middle East (Bahrain, Oman, Qatar, Saudi Arabia, United Arab Emirates, Kuwait).
NOTE: hannahpad shall not be liable for any delays, delivery failures, or damages with your package if that delay, failure, or damage is caused by circumstances beyond our control such as fire, flood, storm or other poor weather conditions.
We do not ship outside of Australia and the regions listed above.
Please email us: email@example.com to see where to purchase in your area.
Please note our small operations in Melbourne only pick, pack, and dispatch all orders including Express on Mondays, Wednesdays, & Fridays (excluding public holidays). Estimated delivery time is from the date of dispatch. If you've placed an order on a dispatch day after 9AM (Melb time), it will go out on the next dispatch day. Also note that dispatch timeframe outlined may change (either earlier or later) during sale/promotion periods. Thank you for your patience and understanding.
The team is on a short break. All orders placed between 24 Dec 2021 - 3 Jan 2022 will dispatch from 4 Jan 2022 when business hours resume. Happy Holidays!
One Tester Pad: 5-10 business days (FREE POSTAGE)
Tracked Envelope: 5-10 business days (No Signature On Delivery)
Standard Shipping: 3-10 business days ($7.50)
Express Shipping: 2-4 business days- depends on postcode (+$3.00)
Estimated delivery time depends on what delivery options are available to send to your country from our facility here in Melbourne, Australia (Pack & Track or Airmail): $20 flat rate (approx. 10- 15 business days).
Please email us: firstname.lastname@example.org if your parcel well exceeds estimated delivery time or you need a status update on the arrival of your parcel.
We run sale promos throughout the year that you can take advantage of for bigger savings. Please note that these sales may include instruction to apply a specific discount code at checkout or a discount automatically applied when completing a purchase online. Click HERE for detailed terms and conditions.
GREAT NEWS! There is a 10% GST exemption on all reusable menstrual products which includes all cloth pad and menstrual cup products. GST will remain on items categorised under cleaning, accessories, and sale corner.
If for some reason you were unable to receive your parcel, pick it up at the location (usually LPO) indicated on your card notice by the courier company, or the incorrect address was supplied on the order it will be returned to us the sender.
If no action has been taken by the customer to collect the parcel or there's no communication to update the postal address and the parcel is returned to us, all extra postage fees may apply in order for the package to be re-sent to the customer. An invoice will be emailed to you for the re-delivery charges and the parcel will be dispatched upon receipt of payment.
*Please keep track of your parcel and look out for any notice card that may be lying in your mailbox or doorstep.
The Brand hannah tries our best to get your parcel out to you as soon as possible. However, possible delays may occur that is out of our control once the parcel is sent out with a courier company.
POSSIBLE LOST PARCELS: The Brand hannah will NOT refund or replace the lost parcel until confirmation from the courier company has been received and deemed lost.
1. Once we have been contacted by the customer regarding a possible delayed/ lost package, an enquiry will be lodged with the appropriate courier company immediately.
2. A case number will be given by the courier company on the matter and The Brand hannah will pass this number onto the customer as verification that action has been taken towards recovering the package.
3. The courier company will start investigating after lodgement is placed.
4. Investigation will take anywhere between 1-3 months from lodgement date.
5. Only when The Brand hannah has been contacted by the courier and deemed the parcel to be in fact 'lost' will a replacement be organised for the customer.
6. Refund or replacement will NOT be organised before investigation by the courier company is complete. If you're concerned about the whereabouts of your parcel or it has well exceeded its estimated delivery time, please email us at email@example.com