What are the shipping costs?
We only provide products in our regional areas of Australia and those listed under International, due to licensing restrictions.
Single Tester Pad purchase- FREE POSTAGE (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 customer understands when selecting Authority to Leave that The Brand hannah AU is not responsible for any claims for loss and/or damage relating to parcel that is 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 mail rooms 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.
$20 FLAT RATE for 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).
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, New Zealand and the regions listed above.
Please email us: firstname.lastname@example.org to see where to purchase in your area.
How long will shipping take?
Single 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: email@example.com if your parcel well exceeds estimated delivery time or you need a status update on the arrival of your parcel.
What taxes are charged?
10% GST exemption on all cloth pad products only. GST will remain on items categorised under cleaning and accessories.
The GST is excluded for purchases from other regional countries we're able to supply to.
Any customs, duties, levies, taxes payable on the order upon arrival in your country are the responsibility of the recipient/ purchaser of the products.
Any defects that you find due to manufacturing will be sent back to hannahpad and postage will be paid for by the company, hannahpad Australia & New Zealand.
How can I make changes to my order?
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 - Changing postal address - Changing pattern choices, size or quantity - Adding on additional items to the same 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.
Delivery pick ups are scheduled on every Monday, Wednesday and Friday at 3PM (Melbourne time).
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. We, however; will always reply to emails as soon as we can.
hannahpad will not be responsible for orders where the above changes were not communicated immediately via email or phone before order dispatch.
What if my parcel is returned to sender?
If for some reason you were unable to receive your parcel or pick it up at the location indicated on your card notice by the courier company, it will be returned to us the sender. If no action has been taken by the customer 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.
What if I haven't received my parcel or it could be lost?
hannahpad AU 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: Hannahpad will NOT refund or replace the lost parcel until confirmation from the courier company has been received and deemed lost.
1. Once hannahpad has been contacted by the customer regarding 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 hannahpad 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 hannahpad 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
Can I refund or cancel my order?
Read our Return & Cancellation Policy