WE CARE WE LOVE - 100% SOURCED FROM AUSTRALIA - BUY NOW, PAY LATER WITH AFTERPAY

Home  FAQs

FAQs

MY ACCOUNT

  • Please check your spam/junk folder. Add admin@hannahpumpkin.com to your address book to receive our upcoming offers.

  • Click on Sign in and then on the ‘Forgot your password’ link. A new password will be sent to your email address.

 

ORDER STATUS

  • If you haven’t received any confirmation or tracking number, please check your email spam folder or alternatively, contact us.

  • Click here
  • Enter your tracking number in the box
  • Press Track button

SHIPPING & DELIVERY

  • Please contact us within 7 working days from the day you receive your order. Specify the defects and attach a few pictures. Note that the products need to be unused and with all the tags attached.

  • In some situations, your ordered items are sourced from different suppliers, using different carriers. Therefore, some items might arrive earlier than others. Or some parcels might experience shipping delays while others do not. Please be patient as all items should arrive within promised shipping times. Otherwise, should you would like to know the status of your other items, please contact us.

  • Please contact us and specify your order number, item order, item receive. We will either exchange the items to the correct ones or make a full refund.

Our estimated shipping time is 1-3 weeks. This does not include the order processing time, which might take up to 5 days. 

In most cases, you will receive your item(s) earlier than expected. Your patience is highly appreciated. We guarantee your product will arrive to your place within 3 weeks from being dispatched under our Buyer Protection policy, otherwise you will get a full refund.

Shipping fee is based on weight. Therefore, the more items you order, the lower the shipping fee is.

Hannahpumpkin uses DHL to ship our products internationally. The shipping fee is what DHL charges (based on the weight of ordered items and destination), excluding customs duties/tax.

Some oversea orders may incur a customs duty/tax fee which is payable by the receiver, depending on the destination.

All currencies are converted to Australian Dollar (AUD) at the latest currency rate upon checkout.

  • As soon as you place your order, you will receive an order confirmation by e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive the payment, our suppliers will be reached and then, dispatch and ship your ordered items immediately.

  • If your ordered items are available in stock and the payment has been completed successfully, they will be dispatched and shipped within 1-3 business days from the date of your order.  We will send you tracking information within 24 hours, from the time your ordered products dispatched, to the e-mail address you provide when checking out. In case you do not receive your tracking information from us, please contact us.

  • In most of cases, you will receive your ordered items earlier than expected. However, some orders might come late occasionally, which causes frustrations to you. We understand and we don’t want to see it too. Please be patient and contact us.

PAYMENT & SECURITY

  • Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm this, please look for “https” on https://hannahpumpkin.com in the URL as it indicates that it’s using SSL.

  • Yes it is because our site is secured with an SSL certificate but also meets the Payment Card Industry Date Security Standard, commonly known as the PCI DSS rules.

  • We accept PayPal and Credit/Debit cards (Visa, MasterCard, American Express, Discover). We also accept AfterPay.

  • Please choose your preferable currency by using the currency drop box at the top right corner.
  • Please note that all orders will be processed in Australian Dollar (AUD). While the content of your cart may be displayed in another currency, the payment will be done in Australian Dollar (AUD) at the latest exchange rate.

  • Our online store is based in Australia. Therefore, the amount you see at checkout is in Australian Dollar (AUD). So depending on your location, the amount displayed will vary depending on the current exchange rate.
  • For example, if you are in United States and choose US currency, you will see an item for US$20 at display but AU$27.97 at checkout. The difference is due to the fact that the AU Dollar is weaker than the US dollar.

RETURNS & REFUNDS

  • You will receive your refund on the same card that you used to pay for your order.

  • If you paid with a credit card, the money will be refunded to your card. It usually takes around 3-15 business days for the money to arrive. If you haven’t received the refund after this period, please contact us.

  • Please note that the following costs cannot be refunded:
    • Currency conversion fees charged by your credit card issuer.
    • Credit card transaction fees.
    • Floating exchange rates.

CONTACT US

  • We are located in Sydney, Australia.

  • Should you have any inquiries, please contact us or send us an email via support@hannahpumpkin.com. We will reply you within 24 hours.