Shipping
SHIPPING POLICY
WHERE ARE ORDERS SHIPPED FROM?
All orders are prepared and shipped from our location on the island of Ibiza, Spain.
HOW LONG DOES IT TAKE TO PROCESS AN ORDER?
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.
WHICH SHIPPING OPTIONS ARE AVAILABLE?
We offer Standard Shipping with Correos and Express Shipping with DHL to most destinations. Shipping availability and prices depend on the destination and are displayed at checkout.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Estimated delivery times begin from the date your order is dispatched:
American destinations: 10–15 business days
European destinations: 3–10 business days
Russia: From 9 business days
Main Asian destinations: 6–8 business days
Australia and New Zealand: 14–21 business days
Rest of the world: 10–30 business days
Please allow an additional 1–5 business days for remote destinations.
These delivery times are estimates and cannot be guaranteed. As all orders are dispatched from Ibiza, shipments may require an additional transit day before leaving the island.
Delivery may also be affected by customs procedures, public holidays, weather conditions, local postal services and other circumstances outside our control.
WILL I RECEIVE A TRACKING NUMBER?
Yes. 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 after receiving the confirmation.
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.
WHAT SHOULD I DO IF MY TRACKING HAS NOT BEEN UPDATED?
Tracking information may take a few working days to update, particularly while a parcel is moving between countries or postal networks.
If there has been no update for an unusually long period, please contact us and we will help you investigate the shipment with the carrier.
WHAT HAPPENS IF MY PARCEL IS DELAYED?
We do our best to meet the estimated delivery times, but delays caused by carriers, customs authorities, weather conditions, public holidays or other circumstances outside our control may occur.
If your estimated delivery date has passed, please contact us. We will be happy to help you locate your parcel and, where appropriate, open an investigation with the carrier.
WHAT HAPPENS IF MY PARCEL IS LOST OR DAMAGED?
If you believe that your parcel has been lost or if it arrives damaged, please contact us as soon as possible at info@hanamer.shop.
For damaged parcels, please keep the original packaging and provide clear photographs of the parcel, shipping label, packaging and damaged items. This information may be required to submit a claim to the carrier.
We will review the case and contact the shipping carrier where necessary. Any resolution will depend on the outcome of the carrier’s investigation and the circumstances of the shipment.
WHAT ARE THE CUSTOMER’S RESPONSIBILITIES?
The customer is responsible for providing a complete and accurate delivery address, including the recipient’s full name, street address, apartment or unit number, postal code, city, country, email address and telephone number where required.
The customer is also responsible for monitoring the tracking information and responding to any delivery or customs notifications.
HANAMER Design cannot be held responsible for delays, failed deliveries or additional expenses caused by incomplete or incorrect information, failure to collect a parcel, or failure to respond to the carrier or customs authorities.
DO I NEED TO PROVIDE A TELEPHONE NUMBER?
If you select Express Shipping, please provide a valid telephone number with your delivery address. The carrier may need to contact you regarding delivery or customs clearance.
ARE CUSTOMS DUTIES AND IMPORT TAXES INCLUDED?
Shipping charges do not include customs duties, import taxes or other charges that may be imposed by the destination country.
International orders may be subject to customs duties, taxes and handling or clearance fees once they reach the destination country.
HANAMER Design does not control these charges and cannot predict their amount. The recipient is responsible for paying all charges required by the local customs authorities or shipping carrier.
We are required to declare the contents and value of each shipment accurately and cannot reduce the declared value or mark a commercial order as a gift.
For more information, please contact the customs authority in the destination country before placing your order.
WHAT HAPPENS IF I REFUSE TO PAY CUSTOMS CHARGES?
If customs charges are not paid, the parcel may be refused, abandoned, destroyed or returned to us.
If the parcel is returned to HANAMER Design, any refund will be considered only after we receive and inspect it. Original shipping costs, return shipping costs, customs charges, handling fees and any other expenses incurred as a result of the refusal may be deducted from the refund.
If the parcel is abandoned or destroyed and is not returned to us, we may be unable to issue a refund.
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.
WHAT HAPPENS IF I PROVIDE AN INCORRECT ADDRESS?
Please check your delivery information carefully before completing your order.
If you notice an error, contact us immediately. 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.
WHAT HAPPENS IF MY PARCEL IS RETURNED TO THE SENDER?
A parcel may be returned to us because of an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect it, failure to respond to the carrier, or unpaid customs charges.
We will contact you after the returned parcel has been received and inspected.
If you request reshipment, you will be responsible for the new shipping cost and any return, customs or handling charges incurred.
If a refund is approved, the original shipping cost, return shipping charges, customs fees and other expenses associated with the return may be deducted from the refund.
DO YOU SHIP TO EVERY COUNTRY?
We ship to most international destinations, subject to carrier availability and local restrictions.
Available shipping destinations and methods will be shown at checkout. If no shipping option appears for your country, please contact us before placing your order.
DO YOU SHIP TO RUSSIA?
Shipping availability to Russia depends on current carrier services and international restrictions. If a shipping option is available for your address at checkout, an order may be placed.
We recommend contacting us before ordering so we can confirm the current shipping availability.
HAVE ANOTHER QUESTION ABOUT YOUR ORDER?
Please contact us by email at info@hanamer.shop or via WhatsApp if you need assistance with your order.