{"id":609,"date":"2020-10-13T07:28:49","date_gmt":"2020-10-13T07:28:49","guid":{"rendered":"http:\/\/localhost\/razzi\/?page_id=609"},"modified":"2024-08-16T10:07:24","modified_gmt":"2024-08-16T10:07:24","slug":"faq","status":"publish","type":"page","link":"https:\/\/eshop-staging.hannah.hk\/en\/faq\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"
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Frequently Asked Questions<\/h2><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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1. What is HANNAH?<\/polyline><\/svg><\/span><\/h2>

Hannah is a one-stop European designer boutique with over a decade of experience in European fashion. All brand-name merchandise sold here is 100% brand new and authentic, featuring brands such as Gucci, Prada, Balenciaga, Bottega Veneta, Chanel, and Herm\u00e8s, all imported directly from Europe. To ensure our inventory is up-to-date and our customers stay up-to-date on the latest trends, we dispatch buyers to major European cities and towns weekly to source the latest seasonal styles.<\/p><\/div><\/div>

2. Are HANNAH products authentic?<\/polyline><\/svg><\/span><\/h2>

All brand name products sold at HANNAH European Brand Name Store are 100% brand new and authentic.<\/p><\/div><\/div>

3. Where do I register to become a HANNAH member?<\/polyline><\/svg><\/span><\/h2>

Once you've completed your purchase on the website, simply enter your personal information and your membership registration will be automatically completed. Alternatively, you can register directly through the HANNAH app.<\/p><\/div><\/div>

4. What should I do if I forget my login password?<\/polyline><\/svg><\/span><\/h2>

If you have forgotten your password, please click "Forgot Password" on the login page and enter the mobile phone number you registered. The system will automatically send a text message to your phone as a verification to change your password. You can then log in to the website to change your password.<\/p><\/div><\/div>

5. What are the benefits of becoming a HANNAH member?<\/polyline><\/svg><\/span><\/h2>

After registering, you can enjoy a more complete shopping experience, accumulate points to redeem gifts, and review your order history. You'll also find the latest fashion news and special offers. Once you become a V1 member (with cumulative spending exceeding HK$8,000), you'll receive additional discounts on every purchase.<\/p><\/div><\/div>

6. Can I order products without registering?<\/polyline><\/svg><\/span><\/h2>

To protect your interests, you need to register as our member. When you order products, we can deliver the products to your registered address and receive the latest delivery information.<\/p><\/div><\/div>

7. How to earn HANNAH points?<\/polyline><\/svg><\/span><\/h2>

When you become a V1 member, you can earn points based on the relative value of the goods after shopping in stores or on the website.<\/p><\/div><\/div>

8. How can I check my points?<\/polyline><\/svg><\/span><\/h2>

You can check your points via the HANNAH App or in-store.<\/p><\/div><\/div>

9. What are the rules for using points?<\/polyline><\/svg><\/span><\/h2>

Points can be used for purchases in-store, online, and through the HANNAH app; or redeemed directly for membership gifts. Points can be used to deduct points from the purchase price, shipping costs, or redemption amount. Points cannot be combined with other promotions or redeemed for cash. If you need to return an item, the points used will not be refunded.<\/p><\/div><\/div>

10. How long are membership points valid for?<\/polyline><\/svg><\/span><\/h2>

All bonus points will be reset at midnight on June 1st of each year. For example, bonus points accumulated but not used from June 1st, 2000 to May 31st, 2001 will be automatically forfeited at midnight on June 1st, 2001.<\/p><\/div><\/div>

11. If the product I ordered is out of stock, is there any reordering service available?<\/polyline><\/svg><\/span><\/h2>

Yes, as a V1 member (cumulative spending over HK$8,000), you can enjoy extra discounts on every purchase and can also pre-order the products you want at any time through the HANNAH App.<\/p><\/div><\/div>

12. Can I cancel or modify an order after submitting it?<\/polyline><\/svg><\/span><\/h2>

No. If you have any special needs, please contact our Customer Service Department (cs@hannah.hk).<\/p><\/div><\/div>

13. Can I choose a specific delivery date and time?<\/polyline><\/svg><\/span><\/h2>

Sorry, you cannot select a specific delivery date and time. Once your order has been shipped, we will send you a delivery notification via your mobile app. If you prefer, you can also select a courier to collect your order at our delivery center. Please contact our Customer Service Department at cs@hannah.hk.<\/p><\/div><\/div>

14. What payment terms do you accept?<\/polyline><\/svg><\/span><\/h2>

We offer a variety of convenient, fast, and secure payment methods. Currently, we offer the following payment methods: VISA, MASTER CARD, UnionPay, WeChat Pay, and Alipay.<\/p><\/div><\/div>

15. How long does it take for delivery?<\/polyline><\/svg><\/span><\/h2>

It generally takes 3-5 business days from confirmation to shipment. However, actual delivery time may vary depending on the season, traffic conditions, and unpredictable circumstances. Therefore, once we ship, we will send you delivery information via your HANNAH app. You can track your order's delivery status from the courier's website.<\/p><\/div><\/div>

16. How much is the shipping cost?<\/polyline><\/svg><\/span><\/h2>

Orders placed online enjoy free shipping within Hong Kong and Macau. For international shipping assistance, please contact us (cs@hannah.hk).<\/p><\/div><\/div>

17. Which areas do you deliver to?<\/polyline><\/svg><\/span><\/h2>

Delivery is limited to Hong Kong and Macau, excluding outlying islands. For deliveries to mainland China or overseas, we welcome you to provide your own courier information. If you require assistance with international delivery, please contact us via the HANNAH app or email us at cs@hannah.hk.<\/p><\/div><\/div>

18. Which courier company would you choose?<\/polyline><\/svg><\/span><\/h2>

We cooperate with SF Express or the post office to select the fastest logistics company to deliver your goods according to your delivery address.<\/p><\/div><\/div>

19. Can I check the delivery status after placing an order?<\/polyline><\/svg><\/span><\/h2>

Yes. Once we ship your order, we'll send you delivery information via your HANNAH app. You can track your order's delivery status from the courier's website.<\/p><\/div><\/div>

20. Can I change my delivery address after placing an order?<\/polyline><\/svg><\/span><\/h2>

No. If you have any special needs, please contact our Customer Service Department (cs@hannah.hk).<\/p><\/div><\/div>

21. Can I return or exchange the goods I received?<\/polyline><\/svg><\/span><\/h2>

Yes, if the product you purchased from HANNAH is unsuitable, please notify us by email within 24 hours of receipt and return to our store within 7 days for a refund. Please note: For refunds or exchanges, the product must be unused and all associated accessories (such as packaging, tags, warranty cards, etc.) must be complete. If the product is not resaleable, you can contact us to request a return or exchange, and we will process your return or exchange as soon as possible.<\/p><\/div><\/div>

22. When I return an order, will I get a full refund?<\/polyline><\/svg><\/span><\/h2>

Yes. The refund amount will be credited back to the customer's account. Generally, it takes 2-8 weeks for the bank to process the refund. However, the points used will not be refunded.<\/p><\/div><\/div>

23. Where is HANNAH's physical store?<\/polyline><\/svg><\/span><\/h2>

Store Location:<\/p>

PopCorn store<\/p>

Tel: (852) 2311 6333<\/p>

Address: Shop F38-39, 1\/F, PopCorn Shopping Centre, 9 Tong Yin Street, Tseung Kwan O<\/p>

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Shatin Store<\/p>

Tel: (852) 2317 6038<\/p>

Address: Shop A308-309, Level 3, New Town Plaza, Shatin, New Territories, Hong Kong\u00a0\u00a0\u00a0<\/p>

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Causeway Bay Store (Kimblett Center)<\/p>

Tel: (852) 2915 6133<\/p>

Shop 5, G\/F, Kimberley Centre, 1 Good George Street, Causeway Bay<\/p>

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Causeway Bay Store (Percival Street)<\/p>

Tel: (852) 2311 6288<\/p>

Shop Q, G\/F, Percival Building, 83 Percival Street, Causeway Bay\u00a0<\/p>

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Shop 26 Nathan Road<\/p>

Tel: (852) 2300 1301<\/p>

Address: Shop 1, G\/F, 26 Nathan Road, Tsim Sha Tsui, Kowloon<\/p>

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Tuen Mun Store<\/p>

Room 2080-2082, 2\/F, Tuen Mun Town Plaza, Phase 1, 1 Tuen Shing Street, Tuen Mun, New Territories<\/p>

Tel: (852) 3547 2140<\/p><\/div><\/div>

24. How can I contact Hannah if I have any questions?<\/polyline><\/svg><\/span><\/h2>

You are welcome to contact us via the HANNAH App or email us (cs@hannah.hk).<\/p><\/div><\/div><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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