常见问题 - Hannah

Frequently Asked Questions

1. What is HANNAH?

Hannah is a one-stop boutique for European designer brands, boasting over ten years of experience in the European fashion industry. All designer items sold in the store are 100% brand new and authentic, including brands such as Gucci, Prada, Balenciaga, Bottega Veneta, Chanel, and Hermès, all directly imported from Europe. To ensure the store offers the latest and most comprehensive selection, keeping customers up-to-date with the latest trends, we send buyers to various cities and towns across Europe every week to source the newest seasonal styles.

2. Are HANNAH products authentic?

All brand-name items sold at HANNAH European Brand Boutique are 100% brand new and authentic.

3. Where do I register to become a HANNAH member?

Once you've finished shopping on the website, simply enter your basic personal information and you'll automatically complete your membership registration. Alternatively, you can register directly through the HANNAH App.

4. What should I do if I forget my login password?

If you forget your login password, please click "Forgot Password" on the login page, enter the mobile phone number you filled in when you registered, and the system will automatically send an SMS to your mobile phone as a password change verification. Then, log in to the website to change your password.

5. What are the benefits of registering as a HANNAH member?

After registering, you can enjoy a more complete shopping experience, accumulate points to redeem gifts, and view your order history. You'll also receive the latest fashion news and promotional offers. When you become a V1 member (with accumulated spending exceeding HKD 8,000), you'll enjoy additional discounts on every purchase.

6. Can I order products without registering?

To protect your interests, you need to register as a member. Only then can we deliver products to your registered address and receive the latest delivery information when you place an order.

7. How do I earn HANNAH points?

When you become a V1 member, you will receive points equivalent to the value of the goods when you shop in stores or online.

8. How do I check my points?

You can view your points through the HANNAH App or at our stores.

9. What are the rules for using points?

Points can be used for purchases at physical stores, online, and via the HANNAH App; or redeemed directly for member gifts. Points deductions apply to the purchase price, shipping costs, or redemptions, but cannot be combined with other promotions or redeemed for cash. Points used in returns are non-refundable.

10. How long are membership points valid?

All bonus points will be cleared at midnight on June 1st each year. For example, bonus points accumulated but not used from June 1, 2000 to May 31, 2001 will be automatically forfeited at midnight on June 1, 2001.

11. Is there an ordering service available if the item I selected is out of stock?

Yes, as a V1 member (with accumulated spending exceeding HKD 8,000), you can enjoy additional discounts on every purchase and can also book the products you need anytime via the HANNAH App.

12. Can I cancel or modify my order after submitting it?

No, that's not possible. For special needs, please contact our Customer Service Department (cs@hannah.hk).

13. Can I choose a specific delivery date and time?

We're sorry. You cannot select a specific delivery date and time. Once we have shipped your order, we will send you courier information to your mobile application. If needed, you can also choose a courier to collect your shipment from our shipping center; please contact our customer service department (cs@hannah.hk).

14. What payment terms do you accept?

We offer a variety of convenient, fast, and secure payment methods. Currently, we offer the following payment methods: VISA, MasterCard, UnionPay, WeChat Pay, and Alipay.

15. How long does it take to ship?

From confirmation to shipment arrangement, it generally takes 3-5 business days for processing and delivery. However, the actual delivery time depends on the season, traffic, and unforeseen circumstances. Therefore, once we ship your order, we will send you tracking information to your HANNAH App. You can track your order's delivery status on the courier company's website.

16. How much is the shipping cost?

Orders placed through our website qualify for free shipping within Hong Kong and Macau. For assistance with shipping outside of Hong Kong/Macau, please contact us (cs@hannah.hk).

17. Which areas can you deliver to?

Delivery is limited to Hong Kong and Macau, excluding outlying islands. For any delivery to Mainland China or overseas, we welcome you to provide your own courier information. If you require assistance with shipping outside of Hong Kong, please contact us via the HANNAH App or email (cs@hannah.hk).

18. Which courier company would you choose?

We partner with SF Express or post offices to select the fastest logistics company to deliver your package based on your delivery address.

19. Can I check the delivery status after placing an order?

Yes. Once we ship your order, we will send you the tracking information to your HANNAH App. You can track your order's delivery status on the courier company's website.

20. Can I change my delivery address after placing an order?

No, that's not possible. If you have any special needs, please contact our Customer Service Department (cs@hannah.hk).

21. Can I return or exchange the received goods?

Yes, if the item you purchased from HANNAH is unsuitable, please notify us by email within 24 hours of receiving the item and complete the refund process at our store within 7 days. Note: Items must be unused, with all accessories (such as packaging, tags, warranty cards, etc.) intact, and in a condition that does not affect resale. We will process your return or exchange as soon as possible.

22. Will I get a full refund if I cancel an order?

Yes. The refund will be returned to the customer's account, and the bank typically takes 2-8 weeks to process it. However, the points used will not be refunded.