Shipping policy

As a small business, we’d like to thank you for your order with Hanna London!

We aim to ensure you have the best experience possible with us, from placing your order to receiving it. For this reason, we’ve drafted these shipping guidelines so you can shop with peace of mind.

Delivery Times

Hanna London collaborates with international suppliers, and we ship products directly from our warehouses in Europe, Asia, and America. We offer our customers fast and reliable shipping.
We have carefully chosen our shipping partners to ensure your order arrives as quickly and safely as possible.

This approach allows us to significantly reduce costs for transport, storage, packaging, and shipping, enabling us to offer products at a fair price.
Our average delivery time is 7-12 business days.

If you wish to return a product, please note that the return shipping costs will be your responsibility. Keep this in mind when purchasing multiple products you might want to try but not keep.

Ensure Correct Delivery Details

It is the buyer’s responsibility to ensure the delivery address provided is correct.
We do our best to expedite processing and shipping times, but there’s always a small window to correct an incorrect delivery address. Please contact us immediately if you believe you’ve provided incorrect delivery information.

Once you receive the shipping confirmation email, we can no longer modify or correct the delivery details. Refunds cannot be guaranteed if incorrect delivery information is provided at the time of the shipping email.

Your order may be delivered via your local postal service or a local courier, depending on your area. Most orders will be delivered through the local postal service, meaning your package will arrive via regular mail. If you’re not home at the time of delivery, the postal service may leave a note on how and where to pick up your package. If you encounter any issues or need assistance, please don’t hesitate to contact us.

Tracking Your Order

After placing an order with us, you will receive a personal tracking code via email.
With this code, you can track your order anytime through our tracking partner’s dedicated page on our website.

It’s normal for it to take 2-3 days to see the first updates on your order. After 2-3 days, you’ll also be able to view the expected delivery date on the tracking page.

Delivery Issues

Although rare, errors in the delivery process can occur. These are human errors and, unfortunately, beyond our control. We ask for your understanding in such cases.

Here are the applicable actions for different scenarios:

  • Defective Product:
    We’re sorry! It’s possible your product might get damaged during transit. If you opted for SHIPPING INSURANCE, we’ll automatically send a replacement package at no additional cost. Unfortunately, at the moment, we cannot offer refunds. We prioritize delivering what you ordered before considering refund requests.

  • Lost Package:
    If a package is lost or undeliverable due to logistical reasons, and you opted for SHIPPING INSURANCE, we’ll always send a replacement package at no extra cost before applying our refund and return policy.

  • Failed Delivery:
    Sometimes, the delivery company may attempt delivery multiple times, but no one is available to receive it. In this case, the package will be returned to the postal office. We will promptly inform you of this situation via email, and you will have 7 days to collect the package. If the order isn’t picked up within the specified period, it will automatically be returned to our warehouse. If this happens and you opted for SHIPPING INSURANCE, we’ll resend a new package at no cost with the same mentioned delivery time (7-12 business days). If the order is not accepted or picked up for the second time, we reserve the right to deduct €20 from the refund amount.

  • Not Satisfied with the Product?
    Please refer to our return policy for more information.

Order Cancellation

Once an order is placed, it is immediately prepared for shipping via our automated systems. Therefore, modifications or cancellations can only be made within one hour of purchase.
If you have concerns about the product you’ll receive, we offer a hassle-free return process. You have the right to return your order within 14 days of receipt and receive a full refund.

Customs Fees

Customs may inspect packages sent to you. Unfortunately, due to changes in legislation from July 1, 2021, this process is beyond our control. In some cases, customs may request a small fee for duties. However, don’t worry! We anticipate this will not occur in 99% of cases.

Product Origin at Hanna London

We collaborate with a global network of suppliers to offer you quality products at competitive prices.
We understand you may wonder about the origin of our products, but rest assured that we adhere to strict international standards.

Every product is carefully inspected and tested before shipment, and we work only with reliable manufacturers committed to excellence in quality.

Our goal is to bring you the most beautiful products you wouldn't easily find in stores, at the best price possible. Your satisfaction and peace of mind are our top priorities.

Have questions about your order? Contact us! Our customer service is available 7 days a week, and we always respond within 24 hours.