Shipping policy

Last updated: 24 April 2026

1. Order Processing

  • Processing time: Orders are processed within 1–3 business days after payment is confirmed. Orders are final once processing begins; please contact us at contact@hanae.shop within 12 hours of placing your order if you need to update your shipping address or cancel.
  • Business days: We process orders Monday–Friday (excluding public holidays).

2. Shipping Regions and Carriers

  • Origin: All products are shipped directly from our fulfilment partner in China.
  • Destinations: We ship to the United Kingdom, European Union and United States. At this time we are unable to ship to military (APO/FPO) addresses or P.O. boxes.
  • Carriers: We partner with reliable couriers such as YunExpress, 4PX, Royal Mail and USPS. The final carrier depends on your destination.

3. Delivery Estimates

These are estimated delivery windows after dispatch. Delivery may take longer due to customs clearance, local postal delays or peak seasons. We do not guarantee delivery by a specific date.

Destination Estimated delivery time
United Kingdom 6-10 business days
European Union 6-10 business days
United States 6-12 business days 

 

We will email you a tracking link once your order is on its way. Tracking updates may take up to 24 hours to appear.

4. Customs, Duties and Taxes

Shipments to the UK and EU may be subject to import duties, VAT and fees levied once the package reaches the destination country. These charges are not included in the purchase price and are your responsibility. We cannot reimburse customs fees or taxes.

5. Free Shipping

All orders include free standard shipping to the UK, EU and US. Express shipping is not available at this time.

6. Risk of Loss and Delivery

Risk of loss and title pass to you only when the order is delivered to your address or collected by someone authorised by you. If your package is returned to us due to an incorrect address or being unclaimed, we will contact you to arrange reshipment at your expense.

7. Lost or Delayed Shipments

If your order has not arrived within 30 days of the shipping date, please email contact@hanae.shop with your order number. We will investigate with the carrier and, if necessary, send a replacement or issue a refund. Claims for lost packages must be made within 40 days of the shipping date.

8. Contact Us

For any questions about shipping or tracking, contact us at contact@hanae.shop We aim to respond within one business day.