Faq_pages – Hanogram

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Shipping & Delivery

Order

ARE ALL PRODUCTS AVAILABLE ON THE WEBSITE?

All products of our current collection are displayed on the website. If an item is out of stock this will be stated on the product's page.
In case of an unlikely discrepancy between the website and the actual stock in the warehouse due to a miscount you will be notified via email and receive a refund for the missing item(s).

CAN I CHANGE MY ORDER OR ADDRESS AFTER I HAVE PLACED IT?

Regrettably it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so our warehouse is processing them within 15 minutes of receiving them.

If you find that the address registered in the order is incorrect, please contact us at info@hanogram.com

We have the possibility to change the order and correct the address BEFORE the order is shipped.

If a change is necessary please contact us and we will do our best to help you.

I HAVE RECEIVED THE WRONG PRODUCT - WHAT SHALL I DO?

Should you receive a delivery containing damaged or wrongly packaged item(s), the wrong product, please contact us through email(info@hanogram.com) and we will do everything we can to correct our mistake.

You will be provided with new products or a refund, depending on your preference.

Important: Please state your order ID.

HOW CAN I TRACK MY ORDER?

You will receive a tracking link in your shipping confirmation and you can track your order on our website. You may also track your order via the following tracking link:

 

 

United State

USPS - https://tools.usps.com/go/TrackConfirmAction_input

Australia

Australia Post - https://auspost.com.au/mypost/track/#/search

United Kingdom

Royal Mail - https://www.royalmail.com/track-your-item#/

Canada

Canada Post - https://www.canadapost.ca/trackweb/en#/home

Belgium(NEW)

Bpost - http://track.bpost.be/btr/web/#/home

Denmark

PostNord - https://www.postnord.se/en/online-tools/tools/track/track-and-trace

DHL

DHL - http://www.dhl.com/en/express/tracking.html

Fedex

Fedex - https://www.fedex.com/apps/fedextrack/?action=track

Greece(NEW)

ELTA - http://www.elta.gr/en-us/personal/tracktrace.aspx

Hong Kong

SF Express - http://www.sf-express.com/cn/en/dynamic_function/waybill/

Indonesia

POS Indonesia - http://ems.posindonesia.co.id/index.php?param=how

Ireland

An Post - https://track.anpost.ie/

Italy

Poste Italiane - http://www.poste.it/cerca/

Japan

Japan Post - https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

Malaysia

POS Malaysia - http://www.pos.com.my/postal-services/quick-access/?track-trace

Mexico

Correos de Mexico - https://www.trackingmore.com/correos-mexico-tracking.html

New Zealand

New Zealand Post - https://www.nzpost.co.nz/tools/tracking

Norway

Posten Norge - https://www.posten.no/en/

Others

Hong Kong Post - http://www.hongkongpost.hk/en/mail_tracking/index.html

Philippines

PHLPost - https://tracking.phlpost.gov.ph/

Singapore

Singapore Post - http://www.singpost.com/track-items

Spain

Correos - http://www.correos.es/ss/Satellite/site/pagina-localizador_envios/busqueda-sidioma=en_GB

Sweden

PostNord - https://www.postnord.se/en/online-tools/tools/track/track-and-trace

Switzerland

Swiss Post - https://service.post.ch/EasyTrack/#simpleSearch

Thailand

Thailand Post - http://track.thailandpost.co.th/tracking/

 

ARE ALL PRODUCTS AVAILABLE ON THE WEBSITE?

All products of our current collection are displayed on the website. If an item is out of stock this will be stated on the product's page.
In case of an unlikely discrepancy between the website and the actual stock in the warehouse due to a miscount you will be notified via email and receive a refund for the missing item(s).

CAN I CHANGE MY ORDER OR ADDRESS AFTER I HAVE PLACED IT?

Regrettably it is difficult to change your order or the shipping address once it has been placed. We aim to ship all orders as fast as possible so our warehouse is processing them within 15 minutes of receiving them.

If you find that the address registered in the order is incorrect, please contact us at info@hanogram.com

We have the possibility to change the order and correct the address BEFORE the order is shipped.

If a change is necessary please contact us and we will do our best to help you.

I HAVE RECEIVED THE WRONG PRODUCT - WHAT SHALL I DO?

Should you receive a delivery containing damaged or wrongly packaged item(s), the wrong product, please contact us through email(info@hanogram.com) and we will do everything we can to correct our mistake.

You will be provided with new products or a refund, depending on your preference.

Important: Please state your order ID.

HOW CAN I TRACK MY ORDER?

You will receive a tracking link in your shipping confirmation and you can track your order on our website. You may also track your order via the following tracking link:

 

 

United State

USPS - https://tools.usps.com/go/TrackConfirmAction_input

Australia

Australia Post - https://auspost.com.au/mypost/track/#/search

United Kingdom

Royal Mail - https://www.royalmail.com/track-your-item#/

Canada

Canada Post - https://www.canadapost.ca/trackweb/en#/home

Belgium

(NEW)

Bpost - http://track.bpost.be/btr/web/#/home

Denmark

PostNord - https://www.postnord.se/en/online-tools/tools/track/track-and-trace

DHL

DHL - http://www.dhl.com/en/express/tracking.html

Fedex

Fedex - https://www.fedex.com/apps/fedextrack/?action=track

Greece

(NEW)

ELTA - http://www.elta.gr/en-us/personal/tracktrace.aspx

Hong Kong

SF Express - http://www.sf-express.com/cn/en/dynamic_function/waybill/

Indonesia

POS Indonesia - http://ems.posindonesia.co.id/index.php?param=how

Ireland

An Post - https://track.anpost.ie/

Italy

Poste Italiane - http://www.poste.it/cerca/

Japan

Japan Post - https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

Malaysia

POS Malaysia - http://www.pos.com.my/postal-services/quick-access/?track-trace

Mexico

Correos de Mexico - https://www.trackingmore.com/correos-mexico-tracking.html

New Zealand

New Zealand Post - https://www.nzpost.co.nz/tools/tracking

Norway

Posten Norge - https://www.posten.no/en/

Others

Hong Kong Post - http://www.hongkongpost.hk/en/mail_tracking/index.html

Philippines

PHLPost - https://tracking.phlpost.gov.ph/

Singapore

Singapore Post - http://www.singpost.com/track-items

Spain

Correos - http://www.correos.es/ss/Satellite/site/pagina-localizador_envios/busqueda-sidioma=en_GB

Sweden

PostNord - https://www.postnord.se/en/online-tools/tools/track/track-and-trace

Switzerland

Swiss Post - https://service.post.ch/EasyTrack/#simpleSearch

Thailand

Thailand Post - http://track.thailandpost.co.th/tracking/

 

Delivery

HOW LONG DOES THE DELIVERY TAKE?

We do our best to ensure that you receive your order as fast as possible.

We dispatch all orders in 1-2 business day from our logistic centre. Please keep in mind that all times are estimates and depend on the local postal service in your country. The expected delivery date depends on the actual situation of the local postal service.

The estimated shipping/delivery day starts when the order is shipped. i.e. it excludes Saturdays, Sundays and national holidays.

 

For US orders:

Standard Shipping: 5-9 business days

Express Shipping: 2-3 business days

 

For non-US orders:

Standard Shipping as following estimated days:

 

Australia 6 – 10 business days

Austria 7 – 10 business days

Belgium 7 – 13 business days

Cambodia 5 – 10 business days

Canada 5 – 9 business days

China 6 – 13 business days

Denmark 15 – 24 business days

Finland 8 – 13 business days

France 6 – 11 business days

Germany 5 – 9 business days

Greece 15 – 28 business days

Hong Kong 1 – 2 business days

India 6 – 13 business days

Indonesia 6 – 13 business days

Ireland 10 – 12 business days

Italy 10 – 14 business days

Japan 7 – 10 business days

Korea 6 – 10 business days

Malaysia 6 – 12 business days

Mexico 6 – 14 business days

Netherlands 6 – 13 business days

New Zealand 5 – 11 business days

Norway 7 – 13 business days

Others 15 – 30 business days

Philippines 6 – 9 business days

Singapore 6 – 12 business days

Spain 7 – 13 business days

Switzerland 6 – 10 business days

Taiwan 4 – 8 business days

Thailand 6 – 14 business days

U.A.E. 7 – 15 business days (Local Post Office)

United Kingdom 6 – 11 business days

 

Express Shipping: 2-3 business days

Please note that during final sales and the holiday season delivery times can be longer than usual. The expected delivery date depends on the actual situation of the local postal service.

WHAT SHOULD I DO IF MY ORDER HASN'T BEEN DELIVERED YET?

Should you be unable to locate your package, please get in touch with us so we can look into it.

If your order cannot be delivered because of an incorrect address, please get in touch with our support team as well and we will help you.

Please note that during final sales and the holiday season delivery times can be longer than usual.

HOW MUCH DO YOU CHARGE FOR SHIPPING?

All orders are free worldwide shipping by using standard mail. You also could pay extra charge by choosing Express Shipping Service (DHL or FedEx) if you want to receive the product faster.

WHICH COUNTRIES DO YOU SHIP TO?

We provide worldwide shipping service.

Returns & Exchanges

Returns Policy

WHAT IS YOUR RETURN POLICY?

ou have the right to return all products you have bought from www.hanogram.com for a full refund or exchange within 30 days of receiving them. Items bought from our online store can not be returned or exchanged in a retail or concept store.

All items have to be unused with labels and packaging intact. When you return or exchange any product, you must cover the shipping charges. As soon as we receive your return, we will process your exchange or refund request. Please note that you will not be reimbursed for the original shipping charges.

When returning products, ensure you include a brief explanatory note which includes your name, order number, and reason for return/exchange.

We do not take responsibility for any items lost during the return shipping.

Returns & Exchange Process

HOW DO I RETURN OR EXCHANGE MY PRODUCTS?

Contact us and state your order number, which products you wish to return and the reason for the return (it helps us to make our products better). Then we will contact you with the proper instructions.

If you do not contact us before returning the products, you run the risk of not receiving your refund or exchange. We do not take responsibility for any lost packages.

Payment & Security

Payment Methods

HOW CAN I PAY FOR MY ORDER?

We accept Visa, American Express, MasterCard, PayPal, and Apple Pay. The total amount (price of order + shipping) will be withdrawn from your account when the order is completed and approved.

Currency

WHICH CURRENCY IS AVAILABLE ON THE WEBSITE?

We support worldwide currencies which include USD, CAD, GBP , AUD, AFN, ARS, BRL, CNY, INR, IDR, JPY, MYR, EUR & HKD etc. All our product are priced in US dollar in the checkout page.

Hanogram is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

Fee Charged

WILL MY OREDER BE CHARGED CUSTOMS AND IMPORT CHARGES?

Some countries may require import tax, duties or related Customs fees. These charges are determined and charged by the Customs office of the destination country. For further information about the Customs fee, please contact your local Customs office directly.

Hanogram is not liable to any unforeseen changes such as strict customs and unexpected custom order inspections. Hanogram does not have any control over such circumstances and may unfortuantely lead to a delay.

Quality & Production

Quality

HOW DO YOU MANUFACTURE YOUR PRODUCTS?

Hanogram cases are made to order. All cases are printed in Hong Kong. Hanogram ensures that using the advanced machines to manufacture all the products.

All our ink for printing cases are eco-friendly.

HOW DO YOU ENSURE THE QUALITY OF PRODUCTS?

Hanogram pays very attention on the quality of products and only uses the best materials and the sharpest designs.

WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

We work hard to ensure that our products are of the highest quality possible. Tests during production and before shipping are performed to ensure the quality of every single product. Should you come across a product that does not live up to these standards, please follow the steps below:

If you have bought your Hanogram product in our online shop at www.hanogram.com, please take a photo of the faulty product, attach it to an email in which you describe the issue, and send it to info@hanogram.com. We will then review your claim with our production team and decide how to go forward.

Business Hours

Workings Days & Time

WHAT IS OUR BUSINESS HOURS?

We operate Monday to Friday from 9:30 am - 6:30 pm (Hong Kong Time UTC +8 )

We are off on Saturdays, Sundays, public holidays and national holidays.

STILL HAVE ANY QUESTIONS?

info@hanogram.com

info@hanogram.com

STILL HAVE ANY QUESTIONS?

info@hanogram.com

info@hanogram.com