Shipping policy
Shipping & Returns
Please review our shipping and returns policy carefully before placing your order.
Important Shipping Information
Address Accuracy: Please ensure your shipping address is complete and accurate. Hannovae cannot change address information once an order has been placed & is not responsible for packages delivered to incorrect addresses provided by the customer or delays caused by incomplete address information.
Customs & Duties: Hannovae delivers orders delivered duty paid. Hannovae is not responsible for delayed or returns due to customs issues if incorrect information was provided.
Undeliverable Packages: Packages returned to us due to incorrect addresses, refused delivery, unclaimed packages, or customs issues will incur reshipping plus handling fees.
We are not responsible for packages disposed or lost due to incorrect address provided or failed collection
Risk of Loss: Risk of loss and title to products pass to you upon delivery to the carrier. We are not responsible for lost, stolen, or damaged packages once tracking shows delivery to the provided address.
Returns & Exchanges Policy
Eligible Returns
We accept returns for:
• Manufacturing defects with clear quality control failures
• Incorrect items sent in error by our fulfilment team
•New, unworn items within 14 days of delivery — no questions asked.
Non-Eligible Returns
The following items cannot be returned or exchanged under any circumstances:
• Items purchased for incorrect sizing, fit preferences, or buyer's remorse
• Items opened, worn, washed, altered, or damaged by customer use
• Items without original tags, packaging, or authenticity elements
• Items purchased during promotional sales, sample sales, or marked as "Final Sale"
• Pre-order items (except for manufacturing defects upon delivery)
• Items damaged due to improper care, normal wear, or failure to follow care instructions
• Color transfer or bleeding (characteristic of raw Japanese fabrics)
Returns should be initiated and processed via our portal
To initiate your return, simply submit a request through this portal: vgbhdt-tu.returnhelperapp.com
Self-generated labels cannot be accepted as they are not compatible with our tracking and inventory system. Our warehouses are located in Hong Kong, Singapore, and Japan only.
Return Process & Timeframes
Manufacturing Defects/Incorrect Items:
1. Contact our customer service team within 7 days of delivery
2. Provide order number, clear photos, and detailed description of the manufacturing defect
3. Our team will assess eligibility and provide return authorization if approved
4. Return items in original condition with all tags and packaging
5. For defective items: We will compensate reasonable return shipping costs upon receipt of shipping receipt
6. Refund or replacement processed within 5-10 business days of receipt
Shipping fees
Please note that shipping fees are non-refundable for all orders, including pre-order and ready-to-ship pieces.
Exchange Policy
Limited Exchanges: In exceptional circumstances, we may offer exchanges for alternative items of equal or greater value. This is at our sole discretion and subject to stock availability.
Product Information & Accuracy
Sizing & Measurements: All measurements may vary by 1-2cm due to the handcrafted nature of our garments.
Garments can be returned & exchanged for sizing errors but may not be refunded - Store credits can be issued also.
Color Accuracy: Product colors may appear different on various devices and screens. We are not responsible for color variations between digital images and actual products due to monitor settings, lighting, or photography techniques.
Stock Availability: Items may sell out between adding to cart and completing purchase. Payment authorization does not guarantee product availability.
Pre-Order Policy
Pre-Order Terms:
• Estimated delivery dates are approximations only and not guaranteed
• Pre-orders can be cancelled anytime once payment is processed
• Delays due to manufacturing, shipping, customs, or force maneuvre events do not entitle customers to cancellation or compensation
• Pre-order payments are final and non-refundable except for defective items upon delivery
• Production timelines may extend beyond initial estimates due to factors beyond our control
Sizing & Fit Guidance
Size Charts: Please refer to our detailed size charts and measurements before ordering.
Pre-Purchase Consultation: We strongly recommend contacting our customer service team if you're between sizes or have specific fit questions. This consultation service is provided to help you make the right choice the first time.
Exchange Fees:
• Free shipping to return item to our warehouse
• Price difference must be paid if exchanging for higher-value item
• Exchanges are final and cannot be returned or exchanged again
Important: Return authorization must be obtained before sending any items back. Unauthorized returns will not be processed and items may not be returned to sender.
Exchange vs Return Shipping Costs
For Manufacturing Defects:
• We will provide either a return label or compensate return shipping costs
• Replacement items ship at no additional cost
For Discretionary Exchanges:
• Customer pays all shipping costs (to us + return shipping fees listed above)
• Return shipping receipt reimbursement does not apply
Shipping Cost Guidelines: "Reasonable shipping costs" means standard postal rates from your location. Express, courier, or premium shipping methods will only be reimbursed up to standard postal rates (in the case that a return label cannot be made for your location)
Shipping Information
Processing Time
All orders are carefully inspected and prepared by our team within 1-2 business days before dispatch. During high-volume periods, limited releases, or holidays, processing may extend to 3-4 business days.
Shipping Rates & Timeframes
International
• Express Shipping: $28 (5-10 business days)
Delivery times are estimates only and may vary due to customs processing, weather conditions, or other circumstances beyond our control.