FREQUENTLY ASKED QUESTIONS (FAQS)
ORDERS & SHIPPING
Who is Hannah & Henry?
Hannah & Henry is your go-to destination for stylish, fashionable and functional Nappy Bags that are made to last. Our bags are designed with busy parents in mind. They are perfect for keeping all your baby essentials organised and easily accessible, while looking fantastic at the same time Learn more
What Shipping Methods are available?
We offer FREE Shipping Worldwide on orders & we also offer express shipping for an additional cost.
Same day dispatch for orders placed before 12pm AEST.
You can find out more about the shipping options HERE
I’ve ordered a “Pre-Order” Item when will it arrive?
Firstly, thanks for your order! Secondly, rest assured your order is on its way. We are working hard to get your order to you as fast as possible and you can check the status of your “pre-order” item at any time HERE
*We regularly update this page with shipping information and expected arrival dates.
I haven’t received my Order Confirmation
Tracking information will be sent via email once dispatched. Sometimes these emails can end up in your junk folder. However, if you still cannot find your order details, please email us with your full name & address and we’ll get back to you.
I didn’t receive my Tracking Information
If your item is in stock and you placed your order before 12pm AEST then it will be dispatched from our warehouse the same day.
Tracking information will be sent via email/text once dispatched.
Sometimes these emails can end up in your junk folder. However, if you still cannot find your tracking details, please email us with your order number and we can re-send the email.
How do I use Afterpay
Afterpay is a payment service that allows you to enjoy what you want now and pay for it in four equal payments later. The best part is the payments are interest free.
Shop online or in-store as normal. At checkout, choose Afterpay as your payment method. You’ll then be directed to the Afterpay website. Don’t worry, you won’t lose the items in your bag.
If it’s your first time using Afterpay, you’ll need to register. Then you’ll complete your purchase and receive a confirmation email from both us and Afterpay.
Find out more HERE
RETURNS & CUSTOMER SUPPORT
What if I Change My Mind?
Under our “Change of Mind” policy you can return your purchase within 30 days of receiving your order. The item must be unused and in the same condition that you received it, including all the accessories.
Read our full Refund Policy HERE
How long will my “Change of Mind/Exchange/Return” take to process?
Please allow 14 days from receipt of your item for our team to process your refund, credit, exchange or replacement.
Can I cancel or make amendments to my order?
Unfortunately, we are unable to cancel or make amendments to an order if it has been dispatched or if it is being processed.
- Change of delivery address
- Change of item colour or style
- Adding and/or removing items from the order
- Applying discounts/gift cards
- Full order cancellations
If you need to make a change, please wait until you receive your item and follow the instructions Learn more
Dealing with faults
In the unlikely event your Hannah & Henry Apparel bag has a fault please contact us immediately, or within our warranty period of 12 months from the date you received the item.
Find out how to report a faulty/damaged product HERE
How do I use my Stroller Straps?
We strongly recommend to check your pram or stroller manufactures recommendation before hanging a nappy bag from your pram or stroller. Read the full Disclaimer here.
Transactions are handled with bank-grade security.
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.