FAQS

At Hallenstein Brothers we aim to provide you with quality products and service at all times, however if you have purchased an item and believe it to be faulty, the below conditions do not apply. If you have received a faulty garment, please get in touch with customer services.

If for any reason you are not happy with any of the items purchased whether in store or online, you can return them by taking them into one of our stores within 30 days of purchase with your receipt as proof of purchase.

Returned items must be in new, unworn condition, with all the garment tags still attached. We can either give you a full refund on the item(s), or exchange them for another style, size or colour of the same value. If there is a difference in value we will refund or ask for you to cover the difference in price. We will refuse returns of items where it is apparent that the conditions have not been met.

Please note that online orders can be returned either back to our distribution centre or in store. In store purchases can only be returned in store.

At Hallenstein Brothers we aim to provide you with quality products and service at all times, however if you have purchased an item and believe it to be faulty, the below conditions do not apply. Faulty items should be returned and can either be replaced or refunded.

We understand that buying clothing online can be tricky. Our lenient returns policy allow you to get a full refund or exchange (NZ only) for any products that you’re not happy with. You have up to 30 days from the date you receive your order to return items with a proof of purchase. Purchases from all other international destinations outside of NZ and AU have up to 60 days.

Returned items must be in new, unworn condition, with all the garment tags still attached. We can either give you a full refund on the item(s), or exchange them for another style, size or colour of the same value. If there is a difference in value we will refund the item to allow you to place a new order for the garment returned. We will refuse returns of items where it is apparent that the conditions have not been met.

If you have a faulty item, please get in touch with customer services to arrange for a return free of courier charge.

Any product you've bought from our online store can be returned to any of our retail stores or by sending it back to our warehouse within 30 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Find a Store

When returning to our NZ Warehouse, the best way is to fill in the Returns Form so we know exactly what you'd like to do. We can refund your purchase or exchange the item/s for something else.

We recommend using a tracked service so you can follow your package on it's way back to us.

Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we'll refund you through your original payment method.

Download Returns Form

All Gift Card purchases and Shipping fees cannot be refunded.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Hallensteins. If your item is faulty please get in touch with customer services first to arrange postage.
We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Hallensteins is not liable for returns lost in transit that have not been tracked.
Any exchanges will be sent back to the purchaser free of charge.

If you need to return your purchase in Australia, please fill in the below Returns form and send your order back to our Australia Warehouse within 30 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too). Please fill in the returns form below to send back with your return.

If you are located in Queensland you may visit any of our branches to exchange or refund the garment in store. Please ensure you take your proof of purchase with you and that garments are in re-sellable condition.

Unfortunately we can't offer exchanges on orders delivered to Australia at this time. All returns sent to our warehouse will be automatically refunded and you'll need to order any new sizes or colours via the website again.

We recommend using a tracked service so you can follow your package on it's way back to us.

Download Returns Form

All Gift Card purchases and Shipping fees cannot be refunded.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Hallensteins. If your garment is faulty, please get in touch with customer services to arrange your return free of postage charges. Faulty garments sent back without prior arrangement may not be able to receive their postage fee back.
We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Hallensteins is not liable for returns lost in transit that have not been tracked.

If you need to return your purchase, please fill in the below returns form and send your order back to our NZ Warehouse within 60 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too). Please fill in the returns form below to send back with your return.

Unfortunately we can't offer exchanges on orders delivered to the rest of the world at this time. All returns will be automatically refunded and you'll need to order any new sizes or colours via the website again.

We recommend using a tracked service so you can follow your package on it's way back to us.

Download Returns Form

All Gift Card purchases and Shipping Fees cannot be refunded.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Hallensteins. If you have received a faulty garment, please get in touch with customer services who will help you arrange a return free of courier charges. Faulty garments sent back without prior arrangement may not be able to receive their postage fee back. We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Hallensteins is not liable for returns lost in transit that have not been tracked.

If you need to return your purchase in the USA, please fill in the below returns form and send your order back to our USA Warehouse within 60 days of purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too).

Unfortunately we can't offer exchanges on orders delivered to the USA at this time. All returns will be automatically refunded and you'll need to order any new sizes or colours via the website again.

We recommend using a tracked service so you can follow your package on it's way back to us.

Download Returns Form

All Gift Card purchases and Shipping Fees cannot be refunded.
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Hallensteins. If your item is faulty please get in touch with customer services first to arrange postage. Faulty garments sent back without prior arrangement may not be able to receive their postage fee back.
We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Hallensteins is not liable for returns lost in transit that have not been tracked.

Anything bought in one of our retail stores needs to be returned to a store. Unfortunately we can't accept these at our warehouses.

Provided the garments remain in the condition in which they were purchased we are happy to exchange or credit within 30 days of your purchase. As with all returns, please make sure the item/s haven't been worn and are in a condition that we can still sell them (that means we need the tags too). Remember to bring your proof of purchase as well.

We take pride in the quality of our product and inspect every delivery we get to ensure the product we send on to you is the best it can be. However, if you do receive a product that isn't quite up to scratch, please contact our team at help@hallensteins.com or by phone on 0800 245 247 to arrange a free re-delivery and an exchange or a refund.

If it suits you better, feel free to return the item to one of our retail stores for an exchange or refund.

Find a Store

Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Hallenstein Brothers. If your item is faulty please get in touch with customer services first to arrange postage. Faulty garments sent back without prior arrangement may not be able to receive their postage fee back.

Any exchanges (NZ only) will be sent back to the purchaser, free of charge.

We will not refund shipping charges for items returned for change of mind or exchanges.

If you have received an incorrect item, please let us know straight away. Get in touch with our Customer Service on 0800 245 247 in NZ or 1 800 231 249 in AU

All online purchases made in the month of November and December are eligible for an extended returns period ending January 31st. All other terms and conditions of returns still apply.

To get your order by Xmas Eve (Dec 24th) please order before these deadlines:

North Island: Saturday 21st 10 am
South Island: Friday 20th 10 am
Express Tonight: Available in Wellington and Christchurch until December 23rd at 10am
Express Tonight: Available in Auckland until December 24th at 2pm

Australia Regional: Tuesday 18th 11am
Australia Metro: Wednesday 19th: 11am

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All North Island and South Island orders excluding rural postcodes will be sent on overnight courier right through to the 22nd of December, whilst this should ensure delivery by the 23rd of December, delays outside of our control may occur that could miss your delivery date. South Island orders placed on the 21st, 22nd and 23 of December will have overnight services attached but are not guaranteed to arrive by the 24th . If the parcel is not delivered on the 24th of December then it will not arrive until the 28th of December. For guaranteed shipping please refer to the cut off times above.

Auckland, Wellington and Christchurch have access to our Express Tonight delivery service which will drop off your parcel on the same day between 6 and 9pm as long as it's placed within the specific daily deadlines. This service will be available until the 23rd of December for Wellington and Christchurch and available until the 24th in Auckland.

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All Australian orders are posted through DHL and normally take 2-3 business days to arrive. Orders placed by Wednesday 19th of December at 11 am will be picked up by the courier on Wednesday 19th of December at 4pm which should ensure delivery by the 24th of December for Metro areas. If your order is not picked up by the courier on the 19th then it will not be picked up until 9 am Thursday 20th - it's likely it will arrive on time for xmas but not guaranteed.

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Hallenstein Brothers does not accept responsibility for orders that miss delivery by xmas eve that may stem from courier delays.

New Zealand:

Standard Shipping – Free for orders over $60 - $6.95 for orders under $60

Urgent Tonight – $10 for orders under $60 for same day delivery between 6pm and 9pm (available in Auckland, Wellington and Christchurch).

$3.05 for orders over $60.

Click & Collect – Free for all orders

Australia:

Standard Shipping – Free for orders over $80 - $15 for orders under $80

United States:

Standard Shipping – Policies will differ across states and regions. Some areas are excluded from free shipping. Select your state to find out your shipping pricing.

Rest of the world:

Standard Shipping – Rates differ depending on location. Please get in touch with our customer services team to enquire about pricing.

Select your country in the checkout for your destination's rate. If your country is not available, please get in touch with customer services to enquire about pricing.

New Zealand:

For all New Zealand orders we aim to deliver within 1 – 3 business days for Metro areas. Rural addresses please allow between 3 – 5 business days.

Australia:

For all Australian metro orders we aim to deliver within 2 – 3 business days. Rural and remote areas please allow between 4 – 6 business days. We use DHL express shipping for all of our Australian orders.

Please note that these timeframes only apply once the order has been dispatched. We generally allow 24 hours for dispatch, during sale or promotional periods these times may differ.

When your order is dispatched you will receive a dispatch confirmation email. Within it you will be able to find your tracking number. You will also be able to find the tracking details within your orders dashboard. Please note that details will only start to appear once the courier has picked up your parcel so there may be a delay in seeing information.

Pending orders are being reviewed by our customer services team before dispatch. Orders are reviewed regularly and should not delay the dispatch of your order.

North Island:

Up to 2 business days from the time the order has been placed.

South Island:

Up to 3 business days from the time the order has been placed.

If you live in an eligible suburb in Auckland, Wellington or Christchurch, you can upgrade to evening delivery for $10. The order would then be delivered between 6pm and 9pm. This service is not available on public holidays.

To be eligible for an Express Tonight order, you must place it before the cut off time.

Auckland order before 2:30pm

Wellington and Christchurch order before 10:30 am.

Orders placed after the cut-off time will be delivered the following business day between 6pm and 9pm.

Please note that SALE items are not available for Express Tonight delivery.

Please do not select business addresses as parcels are delivered outside of business hours.

Auckland - order before 2:30pm
Airport, Albany, Auckland CBD, Avondale, Balmoral, Bayswater, Beachhaven, Belmont, Birkdale, Birkenhead, Blockhouse Bay, Botany Downs, Browns Bay, Bucklands Beach, Campbells Bay, Castor Bay, Central Park, French bay, Chatswood, Cheltenham, Clendon, Clover park, Cockle Bay, Conifer Grove, Dannemora, Devonport, Dominion Rd, East Tamaki, Eastern Beach, Eden Terrace, Edmonton, Ellerslie, Epsom, Epsom North, Farm Cove, Favona, Forrest Hill, Glen Eden, Glen Innes, Glendene, Glendowie, Glenfield, Goodward heights, Grafton, Greenhithe, Greenlane, Greenmount, Greenpark, Greenwoods Cnr, Grey Lynn, Half Moon Bay, Hauraki Corner, Henderson, Herald Island, Herne Bay, Highbrook, Highbury, Highland Park, Hill Park, Hillcrest, Hillsborough, Hobsonville, Homai, Howick, Hunters Cnr, Kelston, Kingsland, Kohimarama, Konini, Linoln, Lincoln Heights, Lincoln North, Long Bay, Lynfield, Mairangi Bay (Res), Mangere, Mangere Bridge, Manukau City, Manurewa, Massey, Mairangi Bay, Mairangi Bay (Ind), Meadowbank, Middlemore, Milford, Morningside, Mt Albert, Mt Eden, Mt Eden Cityend, Mt Eden South, Mt Roskill, Mt Wellington, Murrays Bay, New Lynn, New Winsdor, Newmarket, Northcote, Northcross, One Tree Hill, Onehunga, Orakei, Oranga, Otahuhu, Otara, Owairaka, Pakuranga, Panmure, Papatoetoe, Parnell, Penrose, Ponsonby, Pt Chevalier, Pt England, Puhinui, Ranui, Red Hill, Remuera, Rosebank, Rothesay Bay, Royal Heihts Royal Oak, Sandringham, St Heliers, St Johns, St Lukes, St Marys Bay, Sunnyhills, Sunnynook, Sunnyvale, Takanini, Takapuna, Te Atatu, Te Papapa, Three Kings, Titirangi, Torbay, Totara Heights, Unsworth Heights, Waiake Heights, Wakowhai, Waima, Wairau Park, Waterview, Wattle Downs, Western Springs, Westmere, West Harbour, Weymouth, Whenuapai, Whenuapai Air Force, Wiri, Wood Bay and Woodland Park.

Wellington - order before 10:30 am
Airport, Akatarwa, Alicetown, Aotea, Argyle St, Aro Valley, Ascot Park, Avalon, Belmont, Berhampore Birchville, Birdwood, Blue Moutains, Bnt Lower Hutt, Bnt Porirua, Boulcott, Breaker Bay, Broadmeadows, Brooklyn, Brown Owl, Camborne, Cannons creek, Chashmere, Chartwell, Churton park, Cornwall St, Crofton St, Days bay, Eastbourne, Elsdon, Epui, Evans Bay , Fairfield , Glenside, Gracefield, Greenacres, Grenada Nth, Grenada, Greta Point , Happy Valley, Harbor View, Hataitai, Haywards , Heretaunga, Hicks close , Highbury, Homedale, Hongoeka Bay , Horokiwi, Houghton bay, Hutt rd pentone, Island bay , Johnsonville, Judgeford, Kaitoke, Kaiwgarawhara, Karaka Bay , Karehana bay , Karori, Kelburn, Kelson, Keneperu, Khandallah, Kilbirnie, Kingsley Hts, Kingston Hts, Kingston, Korokoro, Kowhai Pk, Linden, Lindevale, Lipman st, Lower Hutt, Lowry Bay, Lyall Bay, Mahina Bay, Maidstone park, Makara Rd 1-129, Mana, Mangaroa, Manor Park, Maoribank, Maungaraki, Maupuia, Maymorn, Melrose, Miramar, Mitcheltown, Moera, Moonshine Rd 0-1000, Morningtown, Mt Cook, Mt Cook, Mt Victoria, Muritai, Naenae, Newlands, Nwtown, Ngaio, Ngauanga, Normandale, Northland, Oak St, Ohariu, Onepoto, Owhiro Bay, Papakowhi, Paparangi, Paremata, Pauatahanui, Perth St, Petone, Pinehaven, Plimmerton, Point Haward, Pomare, Porirua, Rangoon Heights, Raroa, Redwood, Rona Bay, Rongotai, Roseneath, Rothesay Bay, Roxburgh, Rugby St, Seatoun, Seaview, Shelly Bay, Silverstream, Sorrento Bay, Southgate, Stokes Valley, Strathmore PK, Strathmore, Sundale, Sussex St, Taita, Takapuwahia, Tawa, Te Marua, Te Puni, The Platea, Timberlea, Tirohanga, Titahi bay, Totara Park, Tretham, Upper Hut Nth, Upper Hutt Rural, Upper Hutt, Vic University, Vogeltown, Wadestown, Wainuiomata, Waitangirua, Waiwhetu, Wallaceville, Waterloo, Wllington, Wesley Rd, Westhaven, Whitby, Wlton, Wingae, Woburn, Woodbridge and York Bay.

Christchurch - order before 10:30 am
Addington, Airport, Aranui, Avondale, Avonhead ,Avonside, Barrington, Beckenham, Belfast, Bexley, Birmhingham Dr, Bishopdale,Bromley, Brooklands, Broomfield, Bryndwr, Burnside, Burwood, Casebrook, Cashmere, Christchurch CBD, Clifton, Curletts Rd, Dallington, Edgeware, Fendalton North, Fendalton, Ferrymead, Halswell, Harewood, Heathcote, Hei Hei, Hillmorton, Hillsborough, Hoon Hay, Hornby, Hunstbury, Hyde Park, Ilam, Islington, Jipcho Road, Kaiapoi, Lincoln Canterbury, Linwood City, Linwood, Lyttleton, Mairehau, Marshlands, McLeans Island, Merivale, Middleton, Moncks Bay, Mt Pleasant, Murray Aynsley, New Brighton, North Brighton, North Linwood, North New Brighton, Northcote, Northwood, Oaklands, Opawa, Ouruhia, Papanui, Parklands, Phillipstown, Prebbleton, Queenspark, Redcliffs, Redwood, Riccarton, Richmond Hill, Richmond, Rolleston, Russley, Scarborough, Shirley, Smarts Rd, Sockburn, Somerfield, South New Brighton, South Shore, Spreydon, St Albans, St Andrews Hill, St Martins, Strowman, Styx, Sumner, Sydenham, Taylors Mistake, Templeton, Thorrington, University, Upper Riccarton, Waimari, Wainoni, Waltham, Waltham Rd 1 – 141, West Like, Westmorland, Wigram, Windsor, Woolston and Yaldhurst.

If you need to change the delivery address for your order, please get in touch with customer services. As we aim to ship all orders as quickly as possible, it is important that we receive the new address details as soon as possible.

To get in touch please call our Customer Service team on 0800 245 247 in NZ or 1 800 231 249 in AU

New Zealand:

All standard orders are sent through NZ post. Parcels are sent with an Authority to Leave so the courier will try to leave the parcel in a safe location.

Orders with Authority to Leave are the responsibility of the customer. Hallenstein Brothers does not accept liability if a parcel is stolen following delivery.

Express Tonight orders are sent through Pace. This method of delivery requires a signature so please ensure that you are available between 6pm and 9pm on the evening of delivery.

Australia:

All orders are sent through DHL. Parcels are delivered with an Authority to Leave, the courier will try to leave the parcel in a safe location.


Rest of the world:

All orders shipped internationally are sent through DHL. Parcels are delivered with an Authority to Leave so the courier will attempt to leave the parcel in a safe location.

Unfortunately, we’re unable to deliver to P.O Boxes. Our delivery service providers are only able to deliver to residential or commercial addresses.

We currently deliver to the following international destinations:

UAE, Austria, Brazil, Canada, Cook Islands, China, Germany, Spain, Fiji, France, Hong Kong, Ireland, India, Japan, Malaysia, New Caledonia, Netherlands, Niue, French Polynesia (Tahiti), Paupa New Guinea, Philippines, Sweden, Singapore, Thailand, Tonga, Taiwan, United Kingdom, United States, Vanuatu and Samoa.


If you don’t see your country in this list, please get in touch with Customer Service at help@hallensteins.com and we will see what we can do.

Please note that customers or import duties may be charged when the order reaches its destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.

Customs policies and charges vary from country to country. We'd recommend checking your local customs office for further information.

Our warehouse will be closed during the following public holidays. If your order is in the queue to be shipped to be dispatched on any of the dates below, it will be shipped on the next business day. NZ Post time frames may also be affected during the holiday period.

No orders will be shipped on the following dates:

December 25th
January 1st
January 2nd
January 3rd
Good Friday
Easter Sunday
Easter Monday
Waitangi Day
Auckland Anniversary Day
King's Birthday
Anzac Day
Labour Day

Our system automatically suspends orders as a security precaution to protect not only ourselves, but our customers from fraudulent activity.

In the event that your order is suspended, we may request you to send through a screenshot of the transaction from your bank before we can approve it. To protect your privacy, you're more than welcome to cover sensitive details such as account number, name, or anything you might feel uncomfortable sharing.

If you have any concerns regarding this, please email our Customer Services team, and we are happy to help!

When you receive a Hallenstein Brothers gift card to be used online, you will need to log into your account and register the Gift Card. To do so please visit the Gift Card Registration page and validate the card by entering the number of the back.

Once your card is registered, you will be able to redeem it online or instore, check your balance and manage funds across multiple cards.

Please note that you can only use one card per transaction so if you have multiple gift cards you will have to transfer the funds across to a single card which you can then use to complete the payment for your order.

Coming soon items are available for pre purchase prior to the garment's date of arrival. Date of arrival indicated in the product's page selection is an estimated shipping date and garments may be shipped ahead of time or delayed.

Currently due to issues with containers arriving at the ports of Auckland, garments may miss their indicated delivery date. In the event this occurs you are entitled to cancel the order at no penalty - you may also chose to proceed with the order and wait for the new expected delivery date.

We will endeavour to communicate with our customers if any significant delays occur.

If we have not been in touch and you wish to cancel a pre-order please get in touch with our Customer Services team.

t’s simple! Make sure you have Apple Pay set up on your device. Then, all you need to do is add the items to your basket, choose your preferred delivery option and then when you reach checkout, select the Apple Pay option as your payment method.

Once you’re happy with your order tap the Touch ID** or glance at your iPhone for Face ID and pay!

Once the order has successfully gone through you will then be sent an order confirmation email.

New customers are able to checkout as a guest when shopping with Hallenstein Brothers online. We do recommend setting up an account so you can receive the benefits of order tracking, newsletters and exclusive discounts.

You can set up an account right now through the register option or set it up while in the checkout.

In the event your gift card is missing or damaged, please get in touch with Customer Services so we can understand the circumstances. We will require some personal details to establish whether we can move the funds from the lost card onto a new one.

Purchasing a gift card very simple. Visit the gift card page and select the amount you would like to have loaded on the card. If you are purchasing a physical gift card please ensure you select the correct delivery address for the recipient as lost gift cards cannot be refunded.

Digital gift cards are sent to the recipient’s email address. The recipient will have to select gift card as their payment method in the checkout if redeeming it online and they will need the four-digit pin to confirm the usage. The pin can be found within the email sent.

Click here to purchase a gift card.

Note that gift cards can only be used to purchase in the currency that was loaded onto the card. New Zealand gift cards cannot be spent on the Australian site and vice versa.

It is possible to change or cancel your order once it has been submitted but we need to know as soon as possible. We aim to ship al orders within 24 hours so any changes need to be sent through as quickly as possible. Please get in touch with Customer Services on 0800 245 247 in NZ or 1 800 231 249 in AU, alternatively please email us on help@hallensteins.com

Just like our retail stores, the price is what it was at the moment of the order being placed. Unfortunately, we can’t refund the difference in these situations.

There are a number of ways to find a product on our site. The easiest way is to browse each of our categories from the navigation and then refine through using the filters available in each category page.

If you know exactly what you’re after, you can search for a product, brand or category through the Search bar function. If you still can’t find what you’re after, check that the spelling is correct or use a broader term. If you need any further help don’t hesitate to get in touch with our Customer Services team.

Please type your discount code into the discount code field on the first page of the checkout. Press the APPLY CODE button and your discount will be taken off any applicable items. Please check your code has been applied prior to concluding the checkout. We are unable to change the price of an item once the order has been placed.

If you have selected debit or credit card as your payment method then you will be charged as soon as the order is placed. In the event that we cannot complete your order in it’s entirety, we will automatically refund you the difference for the garments or items that we were unable to fulfill.

Our New Zealand site accepts payments in NZD only.

Our Australian site accepts payments in AUD only.

Our USA site accepts payments in USD only.

Once you have signed up, you’ll be able to log into ‘My Account’ anytime you want. You can change your password, email address, delivery details, payment methods and wishlist there.

To use Afterpay in store you will need to download the Afterpay app and create an account. When completing your purchase in store you can scan your unique Afterpay Card on the eftpos machine to make payment.

To pay with Afterpay, simply select it as your payment method in the checkout. If you already have an account you will be prompted to log in. Once logged in you will be given all the instructions to complete your purchase. If you do not have an Afterpay account you will be given the option to create an account, you will need to have a debit or credit card available to complete the sign up process. Once you have created an account you will be able to complete the purchase in 4 equal fortnightly payments with no interest.

Upon downloading the application for the first time, you will be provided with a unique 15% discount code. This code can be conveniently located within your account tab under the section labeled 'My Discounts'.

The discount of 15% applies to full-price items only. Excludes gift cards, Vintage, and Coming Soon garments. This exclusive discount code is redeemable across all platforms: the mobile app, website, and in-store. The discount code has an expiry date, set one month after the issue. You will be able to see this within the 'My Discounts' tab.

Should you encounter any challenges while redeeming your discount, we encourage you to promptly reach out to our dedicated customer services team for assistance.

Laybuy Services are currently suspended and we are awaiting resolution timeframes. This option will not be available in the checkout as a payment option til further notice.

Orders may be subject to Customs Fees which the shopper is responsible for. All orders are shipped from New Zealand and are inspected by your local customs agents, should an order exceed the value required for customs and duties fees, the carrier will pass on the costs to the customer. Hallensteins is not responsible for this charge and is unable to assist further.

Check your local laws to ensure you remain under the threshold for duties charges.

Should you return your order, we are not able to reimburse for any customs or duties fees charged.

Australian Customers - for further information check the Australian Border Force link here: https://www.abf.gov.au/buying-online/buying-online

If you choose Click & Collect when purchasing your items online, we'll send your order directly to one of our stores for you to pick up there. This is useful if you're not usually at home when the courier comes or if you'd like to try on the item when you get.

Click and Collect is a free service for both our New Zealand and Queensland customers.

Click and Collects will be fulfilled by our distribution centre team and couriered to your selected branch. This process may take up to 3 business days.

If you've got any other questions feel free to give us a call on 0800 245 247 or send us an email at help@hallensteins.com

Please await pick up confirmation from staff prior to visiting the store.

Once your order is ready to be collected, you will receive an email to notify you of this. Once in store, let a staff member know that you are in to pick up your order and quote your order number or show them the email with the order details. You will need to show an I.D with a name matching the order to retrieve the parcel.

Click and collect garments can be returned to any store or to our distribution centre. Please ensure that all tags are still attached to the garments and unworn. Please note that a 30 day limit applies from the date the order has been picked up from the store.

Find a Store

If you choose to return it to our Distribution Centre, please fill in a returns form with the order number and product details.

Download Returns Form

New Zealand customers please return to:
Hallenstein Brothers Webshop Returns
7 Kordel Place East Tamaki
Auckland
New Zealand

Australian customers please return to:

Hallenstein Brothers
Westfield North Lakes,
Anzac Ave & North Lakes Dr,
North Lakes,
QLD
4509
Australia

We recommend using a tracked service so you can follow your package on it's way back to us.

Occasionally there are times when we may be out of stock for the new size or colour you are after. If we can't supply your new item/s we'll refund you through your original payment method.

Once we've sent you an email to let you know it's ready to collect we'll hold onto it there for 30 days. If you don't collect your order within the 30 days we'll cancel the order and process a refund (this can take up to 5 days to be processed).

If you're already logged in you can head to your My Account page and update the password in your profile.

My Account

If you're having trouble logging in, please visit the page below and enter your email address in the 'Forgot your password' section. We'll send you an email with a link to create a new password for your account.

Forgot your password

Please visit the page below to create an account

Register

An email will be sent to you to confirm the registration of your new account. Your details will remain private and confidential (refer to our Privacy Policy).

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. If this does not solve your issue please get in touch with customer services by phone or email with the following details:

• What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
• What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
• What payment method you were trying (e.g. PayPal, Visa)
• A description of the problem and what time the problem occurred
• If you get an error message, please include it in your message to us

If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add web.admin@hallensteins.co.nz' to your email address book, then emails from us should come through just fine.

If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.

If you are still unable to work out why you are not receiving a confirmation email then please email our Customer Service Team and we will look into this for you.

When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us.

Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.

To remove an item from your cart, swipe the product box to the left while viewing your cart. This action reveals the "Delete" button. Tap the "Delete" button, and the item will be removed from your cart.

CUSTOMER RATINGS AND REVIEWS TERMS AND CONDITIONS

By submitting any content to Hallenstein Brothers, you represent and warrant that:

• you are the sole author and owner of the intellectual property rights thereto;
• all "moral rights" that you may have in such content have been voluntarily waived by you;
• all content that you post is accurate;
• you are at least 13 years old;
• use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.

You further agree and warrant that you shall not submit any content:

• that is known by you to be false, inaccurate or misleading;
• that infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
• that violates any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising);
• that is, or may reasonably be considered to be, defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
• that is, or may reasonably be considered to be submitted in extreme volumes and as such be deemed as ‘spam’;
• for which you were compensated or granted any consideration by any third party;
• that includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
• that contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold Hallenstein Brothers (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

For any content that you submit, you grant Hallenstein Brothers a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at Hallenstein Brothers' sole discretion. Hallenstein Brothers reserves the right to change, condense or delete any content on Hallenstein Brothers' website that Hallenstein Brothers deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Hallenstein Brothers does not guarantee that you will have any recourse through Hallenstein Brothers to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Hallenstein Brothers reserves the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not Hallenstein Brothers, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Hallenstein Brothers, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

By submitting your email address in connection with your rating and review, you agree that Hallenstein Brothers and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

To be eligible to go in the draw to win the $200 monthly clothing voucher your review needs to be approved and verified. To verify your review please enter your email address and order number in the form while reviewing a purchased product. Once a review has been submitted it cannot be changed so ensure you have entered your details correctly prior to submitting your review.

Cotton is a natural fibre that is used across our range of clothing in a variety of ways. Cotton is spun into yarn that can be woven into a soft and durable fabric. At Hallenstein Brothers we use Asiatic cotton and Organic Cotton which is certified by an independent third party. Cotton can be woven in a variety of ways to create every day fabrics for you to enjoy, including corduroy, denim, velour and fleece. Cotton is normally easy to care for through machine washing and hang drying but refer to care instructions to ensure the longevity of your garments.

Polyester is a synthetic fabric that is usually made from Petrolium. It is a multi purpose fabric that can be easily used across a variety of applications, from sportswear to suiting. Polyester as a fabric is versatile enough that it can be used on its own or as component in blended fabrics with cotton or wool to help their natural counterparts improve their shrinkage, durability and wrinkling characteristics.

Polyester is featured across a variety of categories including tees, shirts, denim, suiting and jackets. Their application and purpose for each garment will ensure that you are comfortable through every wear!

Wool is a natural fabric which is derived from Merino sheep using sustainable farming practices. Unlike polyester, Merino wool is an entirely renewable fabric as merino sheep produce new coats yearly. Our merino wool is normally used across our knitwear and suiting categories.

There are different types of merino wool, in particular Hallenstein Brothers uses fine gauge wool to fabricate our range of crew, v-neck, roll neck and 1/4 zip jumpers.

We also use fine merino wool to create a lavish suiting range that will be suitable for the wearer all year round.

All of our merino wool is Woolmark approved, indicating that it has been sourced responsibly from approved Australian farmers.

Caring for your merino wool garments is easy, it requires less washes due to its stain, odour and crease resistant capabilities. Though if you do need to wash them, select the wool option on your washing machine and use a wool approved detergent. If your washing machine does not have a wool washing option then use a cold water wash with a gentle spin cycle. Do not allow your garments to rest in the washing machine post wash and dry them flat.

Suiting will require dry cleaning, your local supplier will know what to do!

Our range of oversized garments have been designed true to size. That means you should order your regular size unless you deliberately want it to fit a bit slimmer. The secret to wearing oversized is ensuring your entire look feels relaxed. Pairing up an oversized tee or shirt with skinny jeans is just a bit too much of a contrast to pull off. As a rule, the sleeves on an oversized tee should not exceed your elbows and the back should not go past the bottom of your butt.

Our Box Fit Tees are considered an Oversized Fit so ensure that you order true to size for the best results.

Linen is a natural fibre derived from flax. Lightweight and breathable, it is generally worn through the warmer months through shirting and tailoring. Made in a way we’re proud of, our Linen Range is crafted from traceable flax produced exclusively in France, Belgium or the Netherlands. Traceability ensures the environment, as well as the producers, are respected at every step of the process. Our new range brings updated styling and soft yet durable wear. Great for any season, linen is a natural fibre that drapes nicely through pants and shirting which are perfect for both casual and formal wear.

1. Promoter
This competition is organized by Hallenstein Brothers (the “Promoter”).

2. Competition Period
The competition commences on 3rd December 2024 and closes at 11:59 PM on 17th December 2024 (the “Competition Period”). The winner will be announced on 18th December 2024.

3. Eligibility
To enter this competition, participants must:

• Have the Hallensteins app installed on their mobile device.
• Follow Hallenstein Brothers on Instagram (@hallensteinbrothers).

4. How to Enter
Participants must follow the instructions provided during the Competition Period to enter. Entry mechanics will be detailed on Hallenstein Brothers’ official channels, including the app and Instagram page.

5. Prize

• One winner will receive a $1,000 Hallensteins voucher (the “Prize”).
• The Prize is non-transferable, non-exchangeable, and cannot be redeemed for cash.

6. Winner Selection and Notification

• The winner will be selected by a random draw from all valid entries received during the Competition Period.
• The winner will be announced on 18th December 2024 via Hallenstein Brothers’ official Instagram account (@hallensteinbrothers) and contacted directly via direct message or email.
• If the winner does not respond within 48 hours of notification, the Promoter reserves the right to select an alternative winner.

7. Prize Claim Conditions

• To claim the Prize, the winner must provide proof of having the Hallensteins app and following @hallensteinbrothers on Instagram.
• Failure to meet these conditions will result in forfeiture of the Prize, and an alternative winner may be selected.

8. Publicity
By entering the competition, participants consent to their name, image, and/or likeness being used by the Promoter for promotional purposes related to the competition without additional compensation.

9. Privacy
All personal information collected during the competition will be handled in accordance with the Promoter’s Privacy Policy.

10. General

• The Promoter reserves the right to modify or cancel the competition at any time without notice.
• By entering, participants agree to these terms and conditions.

For inquiries, please contact help@hallensteins.com

Good Luck!