FAQ's
placing an order
To order, simply select an item and add it to your cart, the cart will then prompt you with online instructions that will guide you to a successful transaction.If you encounter any problems whilst placing your order, please contact us anytime on email, and a team member will contact you almost immediately with assistance. If you require assistance outside our working hours, a team member will get back to you within the next available operating hours.
viewing & tracking orders
All orders are dispatched from our warehouse facility that is based in Victoria, Keysborough. We use Australia Post to deliver your order.
Once your order is dispatched you'll receive an email from ihana.com.au containing your tracking number and the assigned courier who will deliver your order. If you don't get this notification, please check your spam folder. It is recommended to create an account when placing your order, so that you can login and view your Order Details.
Once you have your tracking number you can track your parcel by logging into your account and accessing tracking details. We ship with Australia Post.Please allow 12 hours for your parcel to register in the shippers system before attempting to track your parcel. For all international orders please allow 24 hours before attempting to track your parcel.
preorders & backorders
If an item is not in stock, there will be an "Expected to Ship" date on the product page and also as you go through checkout. You will receive updates via email if there are any changes to the status of your ordered item(s).
changing or cancelling your order
If at any time you would like add or remove an item from your order, or if you would like to cancel your order, please can using our contact us page, don't forget to add a detailed note in the comment box so we can make the necessary changes.When using our contact form please ensure you quote your order reference number listed in your order confirmation email for a speeder process.
shipping & delivery
Ihana® uses Australia Post to offer you an affordable and fast delivery service. We deliver to all areas throughout Australia and worldwide.
Whilst we are not responsible for orders that go missing after they have left our warehouse, we will always endeavour to help you in the event you do not receive your order.
Standard Delivery Within Australia:
- $5.95 for orders under $89AUD
- Free for orders over $89AUD.
Standard Delivery International:
- $14.95 for orders under $89AUD
- $9.95 for orders over $89AUD
Express Delivery Within Australia:
- $9.95 for all orders
Express Delivery International
- $29.95 for all orders
standard delivery time estimates*
Within Australia:
- Melbourne Metropolitan Area: 1-3 Days
- Victorian Country Locations: 2-4 Days
- Other States: Delivery times will vary from 2-7 days.
Some locations, including outer region areas, delivery may take 3-10 days depending on your location.
International
- within 7-14 days.
Please note:
*these are timeframes we have become accustomed to and do not take into account delays during periods such as a pandemic etc. Please note that we are not responsible for delivery times after your order has left our Melbourne depot.
You can view our return & refund policy here.
payment methods
Visa, MasterCard, American Express, PayPal, Apple Pay, Afterpay, ZIP Pay.
We also accept Ihana® gift cards, which are sent via email to the recipient, and redeemed on this website. Gift cards can be purchased here.
If you purchase an item at full price, and it ends up on sale within 14 days of your purchase, we will either match the price by refunding you the difference.
Price adjustments do not include (but not limited to)*:
- shipping
- backorder or preorder items
- gift cards/vouchers
*Ihana® reserves the right to update this exclusion list at any time without notice.
Easy! Simply enter the promo code in the coupon box at checkout, and all applicable discounts will be applied to your order.
Due to system limitations, promotions cannot be combined. This means that you can apply only one promo code per order. This includes any automatic discounts that might be applied to your order at checkout.
* Please note that depending on the offer, exclusions may apply.
No. We are online only as most of us now work from home after adjusting to the new normal in 2020.
We now only have warehousing staff to pick and pack your order at our warehouse location, and no pick up service.
We ship daily, so you won't have to wait long to enjoy your Ihana® purchase!
After you purchase a gift card in our store here, it will be sent to the email you provide at checkout.
It can then be redeemed on this website by entering the code on the voucher at checkout. Easy!