FAQs
How can I contact Hanarai?
You can reach us at support@hanarai.com.
We read every message and will be happy to help with questions about orders, products, or care!
Do you ship worldwide?
Yes. We ship internationally.
Where do you ship from?
Our orders ship from Hong Kong.
Can I change or cancel my order?
We begin processing orders quickly to ensure timely delivery.
If you need to request a change or cancellation, please contact us within 12 hours of placing your order. Requests made after this time may not be possible.
Once an order is received, it may be returned in accordance with our return policy.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express).
When will my order be processed?
Orders are processed Monday through Friday.
Please allow 1–3 business days for processing before shipment. During holidays or seasonal releases, processing times may be slightly longer. We do not ship on weekends.
How long will it take to receive my order?
Due to international shipping and demand, orders typically arrive within 2–4 weeks after shipment.
What if I don’t receive my order?
If your order has not arrived within 30 days after shipping, please contact us and you will be eligible for a full refund.
Will I be charged customs or import taxes?
Prices on our site are listed in US Dollars and do not include import duties or taxes.
Any customs fees or import taxes charged by your country are the responsibility of the recipient. We are not responsible for delays caused by customs processing. For details, please contact your local customs office.
How do I return an item?
To begin a return, please email us at support@hanarai.com and include your order number. We will guide you through the next steps.
What if the item I received is defective, incorrect, or damaged?
If your order arrives damaged, incorrect, or incomplete, please contact us as soon as possible. Include your order number and clear photographs of the issue. We will do our best to resolve the matter promptly and fairly.
When will I receive my refund?
Refunds are issued to the original payment method.
If you paid by credit or debit card, refunds are typically processed within 7–10 business days after the return is received or a cancellation is approved. Timing may vary depending on your bank.