Returns and Exchanges

The following criteria is required to be met for our Customer Care Team to approve a refund.

• 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 page must be completed within 48 hours of receiving your delivery.

If you wish to request a refund and you satisfy the above returns criteria, we ask you contact our Customer Care Team within 48 hours of receiving your delivery. This is to be done via our contact page. Please fill in your details and order number. In the “select a topic” drop box, please select “returns & refunds”. Our Customer Care Team will make contact to assist you through the process.

The return will be sent using a “door to door” service with our logistical partners. Refunds will be forwarded once our customer care team have deemed the return meets our criteria. The funds will be reimbursed in the same method of payment used for the original purchase. Returns must be received by our customer care team within 21 days from the date of the original delivery.

All refunds, which meet consumer guarantees, will incur a handling and service fee of $20 AUD. Only returns on faulty, or goods not as described, will not incur the fee. 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. We ask that all returns are made via our logistics partners. Using them will allow you access to a cheaper rate within our pricing agreements with the respective providers.

If you happen to change your mind after your purchase, we request you contact our Customer Care Team immediately via the contact form. Please select the “customer care” option on “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 fees already incurred for logistics or duties and taxes will not be refunded.

Unfortunately, Haffenden Kane does not offer exchanges for online purchases. If the sizing of your garment is not suitable, we encourage you to repurchase the item with the correct size. We then ask you to apply for a return of the original purchase via our contact form within 48 hours of receiving the delivery. A refund will be forwarded after our Customer Care Team assesses if the garment satisfies our returns criteria. We encourage you to carefully select your items and refer to our size charts.

We endeavour to fulfil our orders as accurately as possible, but on occasions, mistakes can happen. If this has happened to you, we apologise and ask you to contact our Customer Care Team via the contact form. Once submitted, the Customer Care Team will make contact and guide you through the process. The expense of the delivery fees for both the return and the resending of the correct item, will be charged to us, and not you.