Coronavirus (COVID-19) Update
UPDATE: 3 August 2020- STAGE 4 LOCKDOWN VICTORIA
We remain open online offering reusable necessities for period, maternity and light incontinence management, as well as reusable cloth face masks for children and adult.
We continue to adhere and work according to a strict COVID safe plan to ensure the team and the community stays safe and healthy. A team of 2-4 work in shifts at hannah HQ processing and dispatching online orders while our admin and customer service team work remotely from home. Within our HQ facility, staff members must sanitise their hands and work spaces at all times, practice social distancing and wearing a mask. It's important to note that the team have been taking these actions in our COVID safe plan since May.
As most stores now head online to continue their operations, we are anticipating further delays on delivery times with courier services and Australia Post. Delivery services will be inundated with the changes to businesses so we kindly ask for your understanding and patience if a delay on your parcel does occur beyond the estimated delivery time: Standard shipping 3-10 business days/ Express shipping 2-4 business days from date of dispatch.
Thank you for your continued support through these tough times we're all going through in the world. We will stay committed and devoted to helping people on their healthy, zero waste journey– one cloth pad, one menstrual cup, one face mask at a time.
As a home delivery service, hannah® Australia is considered an essential business and remains open 24/7 online continuing to send out orders as usual through Auspost and other courier services still operating.
Ensuring that no interruptions occur to the orders coming through our online store, we have implemented protective measures both in the warehouse and at home long before lockdown was announced. To help contain the virus and make sure our team is healthy, we began with strict sanitisation practise on all work areas and spaces, washed our hands constantly, adhered to social distancing and had the team eat lunch in turns. This is still the case today and will continue till measures are officially lifted in the future. Soon after it was best for the team and community that our online operations and customer service team work from home.
Due to work adjustments, the team is busier than ever and trying their best to reply to all enquiries in a timely manner. We do apologise if it may be slower than usual and we sincerely thank you for your patience.
There are only two people (Jenny & Marcus) in the warehouse and office tending to all orders. As our packing and dispatch team are now assigned to other roles and tasks within the business, we do apologise for delays– we are doing our best. Do email us ASAP should you have any questions regarding your order to firstname.lastname@example.org. Our priority is to get your order out as soon as possible but kindly ask for your understanding during these busy times.
Like all other essential businesses we had not anticipated such a shift and rise in demand for reusable products such as ours and may be temporarily out of stock on some pad sizes, patterns, accessories and cleaning products. Currently we are looking at a restock on the larger sized pads mid- end of May. Please subscribe to our newsletter (bottom of homepage) to be notified about the restock.
Return, Exchange & Refund
We would like to remind customers that due to hygiene reasons, excluding manufacturing defects we are unable to provide any exchanges on cloth pad and breast pad products.
All shipping costs will be incurred by the company once it is established that the item is defective due to material and/ or workmanship.
Returns are only accepted for online purchases within 7 days of receiving the order and the package must be unopened in the original packaging and satchel.
All shipping charges for sending and returning the order will be incurred by the customer.
Refund for any return will be processed once the order has been returned. Any refunds via PayPal will be less any transaction fees not refunded by PayPal.
Click for Return and Exchange policy
Click for Refund and Cancellation policy
As usual hannah® Australia will continue to deliver nationwide. Most of our parcels are standard with signature on delivery but if you want you can request for Authority to Leave by adding a note on your order with the safest place to leave it.
Our delivery pick up are on Monday, Wednesday and Friday and although we may be getting your order out on time, courier services are experiencing delays due to the volume of deliveries they are currently handling.
Standard delivery is between 3- 10 business days.
Express delivery is next day delivery from the day of dispatch (depends on postcode/ suburb).
The above estimate may not reflect the actual time of delivery but we do ask for your patience and to keep an eye on the tracking provided through your shipping notification from us. If your package is unusually delayed please contact us immediately at email@example.com so we can follow it up from our end and lodge an investigation.
Rest assured that we will do all we can to dispatch your order on time, notify you with tracking details, follow up and resolve any delivery issues. Despite our efforts we hope you’ll understand that once parcels have left our facility that it is out of our control so do bear with us when your article is going through an investigation period.
If you have any further queries about anything feel free to contact us via email: firstname.lastname@example.org and we’ll get back to you as soon as we can.
Please stay safe and well.
Jenny, Marcus & the hannah® AU team.
Useful COVID-19 Information:
Please use the following links for the latest updates on the virus: