FAQs

Please find below some of our most Frequently Asked Questions. If your question isn't answered here or in the corresponding section in Customer Care, do not hesitate to reach out via 'Contact Us'.

 

HOW MUCH WILL SHIPPING COST?

We offer free standard worldwide shipping on all orders over 250 Euro. Combined orders of 250 Euro and more after discount will be eligible for free shipping.

For all orders below 250 Euro we offer a flat rate of 12,90 Euro.

 

WHEN WILL MY ORDER SHIP?

Your orders will be shipped in 1-3 working days from placing your order.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

From the date of the shipping, these are the estimated arrival times:
United States: 14-28 business days
Canada: 16-28 business days
Europe: 14-21 business days
Australia, New Zealand and Oceania: 16-28 business days
Asia Pacific: 18-30 business days
The rest of the world: 18-31 business days

*Please note these are estimated times, however from our experience, if there are no delays at customs entering the item to your country, you will receive your item before our estimated times. 

*All of our items are shipped from our fulfillment center in India, however, some of the items are available in our fulfillment center in Spain. Please contact us if you are in the EU and wish to get your item faster. The cost of shipping will stay the same but the time frame will be shortened to 3-5 working days. 

 

CAN I GET A FASTER SHIPPING?

If you wish for your items to be delivered faster, we provide the express shipping with EMS - you can choose this option at check out. Please add your phone number under your shipping address.

Delivery time is 5-8 business days worldwide.

*If you are within the EU please contact us to check the possibility of faster delivery without needing to pay extra charges for EMS shipping.

 

HOW CAN I TRACK MY ITEM?

All purchases are sent by registered airmail with a tracking number.

Once your order is dispatched you will receive a confirmation and the tracking details to the email address you provided. If you do not receive a confirmation email within 3 working days of placing your order, please contact us at info@hanamer.shop or via 'Contact us' page.

 

WHY HAS MY ITEM NOT BEEN DELIVERED YET?

We do our best to meet the shipping estimates, but we cannot guarantee them. Actual delivery time will depend on the shipping method you choose, any holidays, weather, unforeseeable events, and your local customs office. Try contacting your local post office or customs authority, or let us know via info@hanamer.shop or 'Contact Us'.

 

HOW WILL MY ORDER BE PACKAGED?

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

 

CAN I CHANGE OR CANCEL MY ORDER?

As we try to ship your item as soon as we receive the order, a request for cancellation or a change in your order has to be made within 12 hours of placing the order. We can assist you only within this time from your purchase, so please ensure all details on your order are correct before submitting your order, in particular, your email address and delivery address.

 

DO YOU OFFER RETURNS OR EXCHANGES?

To make your shopping experience with HANAMER as enjoyable as possible, we do accept returns and exchanges.

Please check the Returns section for further information.

 

HOW DO I RETURN MY PACKAGE?

Contact us as soon as possible from the date of delivery for return and exchange via info@hanamer.shop or 'Contact Us' section. The item must be shipped back within 14 days of delivery.

Re-pack the item in its original packaging or in a secure, waterproof package with product labels and tags still attached. Items must be returned in original condition, unworn, unaltered, unwashed.

Please ensure you add your original proof of purchase or a note with your name and order number inside your return so we can identify you.

We will provide you with the address to return the package. Obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.

Keep your certificate of postage safe as you will need this as your proof of return.

Ensure that when returning an item a "RE-IMPORT" and/or "RETURNED GOOD" are marked on the outside of the parcel.

Please note that the buyer is responsible for return shipping costs.

Please check the Returns section for further information.

 

CAN I RETURN ALL OF THE PRODUCTS?

The following items can't be returned or exchanged.
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:

  • Flash sales
  • Items from sale section
  • Custom or personalised/altered orders
  • One of a kind items above 150 euro
  • Gift Cards- gift cards cannot be returned and are valid for 2 years from the date of issue

  

DO I HAVE TO PAY FOR CUSTOMS AND DUTIES?

Your order may be subject to customs fees or taxes, which are levied once a shipment reaches your particular country.

Hanamer Design is not responsible for any customs and taxes applied to your package by your local authorities. You will be responsible for paying these additional charges for customs clearance. We must declare all items at their full price and cannot change this amount to lower customs fees.

The amount payable depends on the country to which the order was shipped. Please contact your customs office for a specific amount and percentage breakdown.

 

HOW DO I GET MY REFUND? DID NOT GET AN INVOICE?

We can’t refund your order if it doesn’t comply with our returns policy.
Returned goods will be checked for quality and that our conditions of return were followed. Once cleared, you will receive a refund of the purchase price (excluding the shipping costs and any additional fees) directly to the original method of payment used for purchase.
Even in case you have not received a printed invoice in your shipment, we can accept your return. You will have to provide the confirmation of purchase and shipment you received from us.

    

HAVE YOU RECEIVED MY RETURNED ITEM(S)?
The whole return/refund process should take approximately 21 days. This includes the shipment back to our warehouse, which may take longer depending on your location. We will update you as soon as we have received and evaluated the returned item.
Please contact us if you have not heard from us after 21 days have passed from the date of your shipment back to us.

 

HOW LONG WILL MY REFUND TAKE? WHEN WILL I RECEIVE MY REFUND?
Returned goods will be checked for quality and that our conditions of return were followed. Once cleared, you will receive a refund of the purchase price (excluding the shipping costs and any additional fees) directly to the original method of payment used for purchase.

Depending on your financial institution refunds normally post within 1-5 business days after the date of processing to your original form of payment.

 

WHAT CURRENCY IS USED ONLINE?

Euro is the default currency of our website. The prices in other currencies are converted based on the current exchange rates provided by Shopify.

    

HOW CAN I PAY FOR MY ORDER?

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

 

I AM MISSING ITEMS FROM MY ORDER, WHAT DO I DO?

Due to operating from two warehouses in different locations, there is a possibility that your order will be delivered in more than one shipment. Please consider the estimated delivery times before contacting us.

 

WHAT IF I RECEIVED A FAULTY/INCORRECT ITEM?

We are very sorry this happened to you and apologise for the inconvenience. We are here to help you in case you received a faulty item.

Please contact us via info@hanamer.shop or the ‘Contact Us’ page.

When you first contact us please include the following information;

Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault

See our Returns section for more information.

 

WHY WAS MY ORDER CANCELLED?

Some of the items you purchased are out of stock. We have canceled your order and you will get your money back (your refund can take up to 7 days).

 

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

A request for cancellation or a change in your order has to be made within 12 hours of order. For a change of address, please notify us immediately if you have not yet received an email with your tracking number.

 

CAN I RETURN OR EXCHANGE SALE ITEMS?

Unfortunately, sale items can not be returned and exchanged.