{"id":15834,"date":"2020-10-13T07:28:49","date_gmt":"2020-10-13T07:28:49","guid":{"rendered":"https:\/\/eshop-staging.hannah.hk\/?page_id=15834"},"modified":"2024-09-26T06:58:37","modified_gmt":"2024-09-26T06:58:37","slug":"faqs","status":"publish","type":"page","link":"https:\/\/eshop-staging.hannah.hk\/zh_cn\/faqs\/","title":{"rendered":"FAQ"},"content":{"rendered":"
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FAQs<\/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 shop for European luxury brands with over 10 years of experience in European fashion brands. All the luxury items sold in the store are 100% brand new and authentic, including brands like Gucci, Prada, Balenciaga, Bottega Veneta, Chanel, and Herm\u00e8s, all directly imported from Europe. To ensure that the products in the store are the latest and most comprehensive, and that customers can stay on top of trends, we send buyers to various major cities and towns in Europe every week to purchase the latest seasonal styles.<\/p><\/div><\/div>

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

All luxury products sold at HANNAH (Hannah European Luxury Store) are 100% brand new and authentic.<\/p><\/div><\/div>

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

After completing your shopping on the website and entering simple personal information, you will automatically complete the membership registration. Alternatively, you can directly register as a member through the HANNAH App.<\/p><\/div><\/div>

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

If you forget your login password, please click "Forgot Password" on the login page and enter the phone number you used during registration. The system will automatically send a text message to your phone for password verification, after which you can log in to the website and change your password.<\/p><\/div><\/div>

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

After registering, you can enjoy a more comprehensive shopping experience, earn reward points to exchange for gifts, and check your order history. If there is any latest fashion or promotional information, you will be notified. Once you become a V1 member (with accumulated spending of over HKD 8,000), you can enjoy 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. Only then can we deliver the products to your registered address and provide you with the latest delivery information when you order products.<\/p><\/div><\/div>

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

When you become a V1 member, you can earn points equivalent to the value of the products you purchase in-store or online.<\/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 on the HANNAH App directly to redeem member gifts. Points can be deducted from the product amount, but not from shipping fees or during redemption, and they cannot be combined with other promotions or exchanged for cash. If you need to return a product, the used points will not be refunded.<\/p><\/div><\/div>

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

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

11. If the product I choose is out of stock, is there a pre-order service?<\/polyline><\/svg><\/span><\/h2>

Yes, as a V1 member (with accumulated spending of over HKD 8,000), you can enjoy additional discounts on every purchase and pre-order the required products anytime through the HANNAH App.<\/p>

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12. Can I cancel or modify my order after it has been submitted?<\/polyline><\/svg><\/span><\/h2>

No, you cannot. If there is a special need, 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>

Unfortunately, you cannot choose a specific delivery date and time. Once we ship the products, we will send you the delivery information to your mobile app. If you have a special need, you can arrange for a specific courier to pick up the shipment from our dispatch center. Please contact our customer service department (cs@hannah.hk).<\/p><\/div><\/div>

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

We offer several convenient, fast, and secure payment methods. Currently, we accept VISA, MASTER CARD, UnionPay, WeChat Pay, and Alipay.<\/p><\/div><\/div>

15. How long does it take to ship the order?<\/polyline><\/svg><\/span><\/h2>

It usually takes 3-5 business days from order confirmation to arrange and ship the order. However, the actual delivery time depends on factors such as season, traffic, and unforeseen circumstances. After we ship the order, we will send the tracking information to your HANNAH App, and you can track the delivery status on the courier company's website.<\/p><\/div><\/div>

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

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

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

We deliver only 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 need assistance with international shipping, please contact us via the HANNAH App or email (cs@hannah.hk).<\/p><\/div><\/div>

18. Which courier company do you use?<\/polyline><\/svg><\/span><\/h2>

We cooperate with SF Express or the local post office and will choose the fastest logistics company based on your delivery address.<\/p><\/div><\/div>

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

Yes. After we ship the order, we will send the tracking information to your HANNAH App. You can track the delivery status on the courier company's website.<\/p><\/div><\/div>

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

No, you cannot. If you have special requirements, please contact our customer service department (cs@hannah.hk).<\/p><\/div><\/div>

21. Can I return or exchange the product if I'm not satisfied?<\/polyline><\/svg><\/span><\/h2>

Yes, if the product you purchased from HANNAH is unsuitable, you can notify us via email within 24 hours of receipt and complete the return process at our store within 7 days. Please note: the product must be unused, with all accessories (eg, packaging, tags, warranty cards) intact, and in a condition that does not affect resale. You can contact us to apply for a return or exchange, and we will process it as soon as possible.<\/p><\/div><\/div>

22. Will I receive a full refund when returning an order?<\/polyline><\/svg><\/span><\/h2>

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

23. Where are HANNAH's physical stores located?<\/polyline><\/svg><\/span><\/h2>

Store locations:<\/p>

  • PopCorn Store, Phone: (852) 2311 6333, Address: Shop F38-39, 1\/F, PopCorn Mall, 9 Tong Yin Street, Tseung Kwan O<\/li>
  • Shatin Store, Phone: (852) 2317 6038, Address: Shop A308-309, L3, Phase 3, New Town Plaza, Shatin, New Territories, Hong Kong<\/li>
  • Causeway Bay Store (Island Beverley), Phone: (852) 2915 6133, Address: Shop 5, G\/F, Island Beverley, 1 Great George Street, Causeway Bay<\/li>
  • Causeway Bay Store (Percival Street), Phone: (852) 2311 6288, Address: Shop Q, G\/F, 83 Percival Street, Causeway Bay<\/li>
  • Nathan Road Store, Phone: (852) 2300 1301, Address: Shop 1, G\/F, 26 Nathan Road, Tsim Sha Tsui, Kowloon<\/li>
  • Tuen Mun Store, Phone: (852) 3547 2140, Address: Shop 2080-2082, 2\/F, Phase 1, Tuen Mun Town Plaza, 1 Tuen Shing Street, Tuen Mun, New Territories<\/li><\/ul><\/div><\/div>

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

    You can contact us through the HANNAH App or email us at (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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