FAQ'S

We ask you to create an online account and become a part of the Haffenden Kane Community.

Creation of an account will allow us to:

• Better serve you, the customer;
• Offer you exclusive Haffenden Kane Community opportunities;
• Better facilitate your future purchases.

To create an account, please click here and scroll to the bottom to our sign up form. You will be asked to create a username and password as well as supply your preferred email address.

If you happen to change your mind after your purchase, we suggest you contact our Customer Care Team immediately via our contact page. Please select the “customer care” option on the “select a topic” drop box.

We will make our best efforts to prevent the dispatch of your delivery. Please however be aware, we endeavour to dispatch our orders in an efficient and timely manner, therefore our success in preventing the dispatch is not guaranteed. If the dispatch is averted, a refund for the items will be processed, however any charges already incurred for logistics or duties and taxes will not be refunded.

Please contact our Customer Care Team via our contact form. Please select the “customer care” option on the “select a topic” drop box. If the delivery is yet to be dispatched, we will update the correct address. If the dispatch cannot be averted, you are best to contact the carrier and use the tracking number to identify your delivery.

There may be times when an order will regretfully need to be cancelled. This can be due to limited numbers of a stock item, size or colour. When this happens, you will receive notice from our Customer Care Team. If you are yet to receive notification, please contact our Customer Care Team via the contact page.

If your order has been sent back to the warehouse, please contact our Customer Care Team via our contact form. We will be happy to assist you. Once the issue has been resolved, your delivery will be resent with the correct amendments.

If you wish to make a return and our criteria has been satisfied, please contact our Customer Care Team within 48 hours of receiving your delivery. Please do this via our contact form. Please select the “returns & refunds” option on the “select a topic” drop box.

We request your return will be sent using the “door to door” priority service with our logistical partners. After you complete the contact form, our Customer Care Team will be in contact to assist you through the process.

Within 48 hours of our Customer Care Team receiving your return, a request will be sent to our merchant services provider to credit your original method of payment. This is assuming your return meets the criteria. Please refer to the returns criteria.

If you are planning a return, and you need assistance with the criteria, please contact our Returns Team via our contact form. We will be happy to assist you. If we have already received your return, and there is a problem meeting the criteria, the Returns Team will make contact.

We request the following criteria be met to ensure refund approval.

• Proof of purchase to be presented.
• The Item is to be new, unused and in saleable condition.
• It must not be worn, altered or washed.
• There are to be no creases, damages or odours.
• Original tags, swing tags and labels must be attached.
• There are to be no signs of makeup, marks or stains.
• All original packaging materials, boxes and dust bags must be included.
• Swimwear and undergarments cannot be returned.
• No refunds are offered on any sale item unless it is deemed faulty.
• Contact with our Returns Team via our contact form must be done within 48 hours of receiving your delivery.

All returns, which meet consumer guarantees, will incur a handling and service fee of $20 AUD. The cost of the return will be at the expense of you, the customer. This includes the cost of the delivery as well as any duties and taxes which may be deemed payable. Once we receive your contact form, our returns team will make contact and guide you through the process. Only returns on faulty, or goods not as described, will not incur the handling and service fee nor the cost delivery, duties and taxes.

All deliveries from Haffenden Kane will be Delivery Duties Paid (DDP). This means any duties and taxes will be charged at the checkout when paying for your order. We do this as courtesy to you, the customer, to help you to be fully aware of the total cost of your purchase. If you have any questions, please contact our Customer Care Team via our contact page.

Once payment is confirmed, deliveries will be dispatched daily with the exclusion of weekends and public holidays.

Please find some indicative delivery times below.

Yes, we do offer shipping internationally. All deliveries are dispatched from our warehouse in Thailand using a “door to door” service. Our world-wide delivery partner is Fastship Express who may delegate to FedEx or Aramex depending location of service and/or cost effectiveness. Exceptions to this are deliveries to China and Russia which will involve Fastship All-In and Thaipost E-Packet respectively. Deliveries within Thailand will be taken care of by Flash Express. All deliveries will be a “priority” service.

It is a requirement of our logistical partners that all deliveries be made using a “door to door” service. This unfortunately excludes deliveries being made to post office boxes.

0.5kg and 1kg indicative charges (AUD).

When in the checkout screen, you will see a field to enter your promotion code. Please enter the code and press apply. If you would like any assistance, please contact our customer care team via our contact form.

Sorry, you can only use one method of payment.

Our merchant services provider accepts payment from Visa, Master Card, American Express and JCB. Also supported are Afterpay, Apple Pay and Samsung Pay.