FAQs

Please find below some of our most frequently asked questions. If your question is not answered here or in the relevant Customer Care section, please contact us through the Contact Us page.

HOW MUCH WILL SHIPPING COST?

We offer Standard Shipping and Express Shipping to most countries. Some destinations may have only one shipping option available. Your shipping rate will be calculated and displayed at checkout.

WHEN WILL MY ORDER SHIP?

Orders are normally prepared and dispatched within 24 hours, excluding weekends and public holidays. Orders placed during weekends or public holidays will be processed on the following working day.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Estimated delivery times depend on the destination and the shipping method selected at checkout. Please visit our Shipping page for the current estimated delivery times.

Please note that delivery times are estimates and cannot be guaranteed. Customs procedures, public holidays, weather conditions, local postal services and other circumstances outside our control may cause delays.

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Please allow some time for the carrier’s tracking system to update. If you have not received a shipping confirmation within the stated processing time, please contact us at info@hanamer.shop or through the Contact Us page.

WHY HAS MY ORDER NOT BEEN DELIVERED YET?

We do our best to meet the estimated delivery times, but delays caused by carriers, customs authorities, public holidays, weather conditions or other circumstances outside our control may occur.

If your estimated delivery date has passed, please contact us at info@hanamer.shop or through the Contact Us page. We will help you locate your parcel and, where appropriate, open an investigation with the carrier.

HOW WILL MY ORDER BE PACKAGED?

Each order will be carefully packed in a HANAMER logo bag with an additional gift sticker.

CAN I CHANGE OR CANCEL MY ORDER?

Please contact us immediately at info@hanamer.shop if you need to change or cancel an order.

We begin preparing orders quickly and cannot guarantee that a change or cancellation will be possible once an order has been placed. After an order has been processed or dispatched, it can no longer be changed or cancelled.

DO YOU OFFER RETURNS OR EXCHANGES?

We accept eligible returns and exchanges in accordance with our Returns Policy.

Please visit our Returns page for full information about eligibility, conditions and instructions.

HOW DO I RETURN MY PACKAGE?

Please contact us as soon as possible after receiving your order at info@hanamer.shop or through the Contact Us page.

Eligible items must be shipped back within 14 days of delivery. Items must be returned in their original condition, unworn, unwashed, unaltered and with all original tags attached.

Repack the item in its original packaging or in secure, waterproof packaging.

Please include your name, order number and proof of purchase inside the parcel so that we can identify your return.

We will provide you with the correct return address. Please obtain proof of postage and keep it until your return has been completed. Do not place the parcel in a post box without obtaining proof of postage.

For international returns, please clearly mark the parcel as “RETURNED GOODS” or “RE-IMPORT” where required.

The customer is responsible for return shipping costs unless the item received was faulty or incorrect.

Please visit our Returns page for full information.

CAN I RETURN ALL PRODUCTS?

Some products cannot be returned or exchanged unless they arrive damaged or defective. These include:

Flash sale items
Items purchased from the Sale section
Items purchased using a discount code of 20% or more
Customised, personalised or altered items
One-of-a-kind items priced above €150
Gift cards

Gift cards cannot be returned and are valid for two years from the date of issue.

DO I HAVE TO PAY CUSTOMS DUTIES AND IMPORT TAXES?

International orders may be subject to customs duties, import taxes and handling or clearance fees imposed by the destination country.

These charges are not included in the shipping price and are the responsibility of the recipient. HANAMER Design does not control these charges or determine their amount.

We are required to declare the contents and full value of every shipment accurately. We cannot reduce the declared value or mark a commercial order as a gift.

Please visit our Shipping page for further information.

HOW WILL I RECEIVE MY REFUND? DO I NEED A PRINTED INVOICE?

Returns that do not comply with our Returns Policy may not be eligible for a refund.

Returned items will be inspected to confirm that they meet our return conditions. Once your return has been approved, the purchase price will be refunded to the original payment method, excluding original shipping costs and any additional fees where applicable.

You do not need to include a printed invoice. However, you must provide your order confirmation or other proof of purchase.

HAVE YOU RECEIVED MY RETURNED ITEM?

The return and refund process may take approximately 21 days. This includes the time required for the parcel to reach us, which may vary depending on your location and the shipping service used.

We will contact you after we have received and inspected your return. If you have not heard from us within 21 days of sending your parcel, please contact us and provide your proof of postage and tracking information.

HOW LONG WILL MY REFUND TAKE?

Once your return has been received, inspected and approved, the refund will be issued to the original payment method.

Depending on your bank or payment provider, the refund will normally appear in your account within 1–5 business days after it has been processed.

WHAT CURRENCY IS USED ONLINE?

The euro is the default currency of our website. Prices displayed in other currencies are converted using the current exchange rates provided through Shopify.

HOW CAN I PAY FOR MY ORDER?

We accept Visa, Mastercard, American Express, PayPal, Google Pay and Apple Pay.

The payment methods available to you will be displayed at checkout.

I AM MISSING AN ITEM FROM MY ORDER. WHAT SHOULD I DO?

If your order is incomplete, please contact us immediately at info@hanamer.shop or through the Contact Us page.

Please include your name, order number and details of the missing item.

WHAT SHOULD I DO IF I RECEIVE A FAULTY OR INCORRECT ITEM?

We are very sorry if you have received a faulty or incorrect item. Please contact us at info@hanamer.shop or through the Contact Us page as soon as possible.

When contacting us, please include:

Your name
Your order number
The product name and product code
Clear photographs of the item and the problem
A brief description of the issue

Please visit our Returns page for further information.

WHY WAS MY ORDER CANCELLED?

In rare cases, an item may become unavailable after an order has been placed. If this happens, we will cancel the affected item or order and issue a refund to the original payment method.

Depending on your bank or payment provider, the refund may take several business days to appear in your account.

I MADE A MISTAKE IN MY SHIPPING ADDRESS. HOW CAN I FIX IT?

Please contact us immediately if you notice an error in your delivery address.

We will try to update the address if the order has not yet been processed or dispatched, but we cannot guarantee that a change will be possible.

Once the parcel has been dispatched, HANAMER Design is not responsible for delivery problems caused by an incomplete or incorrect address.

CAN I RETURN OR EXCHANGE SALE ITEMS?

Items purchased from the Sale section cannot be returned or exchanged unless they arrive damaged or defective.