If you are returning item(s) to us from outside of the EU, you must complete customs declaration, clearly stating that the package contains ‘RETURNED GOODS’. If your parcel is stopped at UK Customs and a charge levied, we will refuse payment and the package will be returned to the sender. Under no circumstances can HANAA pay customs duty in order to receive back our items.
We reserve the right to refuse your exchange if the above procedures have not been followed.
We do not accept exchanges on made to order items, personalised jewellery products, or sale items so it's vital to check all measurements before purchasing.
If any free items are sent with your order as part of a promotion, these items must be returned along with the purchased item to receive a full refund.
If the exchange item you have requested is not in stock at the time of your return, this will be shipped out for you once restocked, or been made for you.
Please ensure all details are checked thoroughly before confirming your purchase as HANAA can not cancel an order once it has been placed.
Any sale item cannot be returned for an exchange/refund. Please ensure you are careful when purchasing a sale item and if more product or sizing information is required, please email on info@HanaaCollection.com before purchasing.
HANAA produce all their garments by hand so unfortunately small defects can sometimes occur. If in an instance any items are received faulty, please return your package back to us within 7 days of receipt for a replacement. Please ensure to get in touch before returning any items back to us within 24 hours of receiving your order. You can do this by emailing us on info@HanaaCollection.com with the details of your order and images of the fault and a member of our team will get back to you.
Please refrain from using any items after finding a fault, as we may not be able provide a replacement once the product has been used. HANAA will cover standard shipping charges incurred in the return of a faulty product. Please note, HANAA will not cover any additional services you wish you to use.
Any faulty goods will be replaced at no cost to the buyer. We can not issue a refund for faulty items.
Please note, items with small marks or stains are not seen as faulty. This is simply due to bulk storage facilities at our fabric warehouse. We always advise buyers to wash products before wearing, and so these marks will easily be washed off. Hand wash advised.