RETURN & EXCHANGE

Important Notice:

From 12/16/2024-01/03/2025, we are unable to process return/exchange/refund due to the holiday season rush. We kindly advise you thoroughly review your order before completing your purchase. Your understanding is greatly appreciated. 

How do I place a return?

We're sorry you didn't love the products you received. Please reach out to  official@hanakoko.com with your order number and which items you'll be returning, so that we can provide you with a U.S. address for return shipping. 

We do not charge any fees for returns. However, you will need to pay for return shipping.

What's your return policy?

Unopened items can be returned for a full refund within 7 days of delivery. Items must be unused and unaltered with packaging intact in their original condition. Any item, once opened, is unable to be returned or exchanged.

Please note that the original shipping cost will not be refunded for any returns. If you used a shipping promotion code, the shipping cost will be deducted from the refund.

All sale items and opened packages are not eligible for return.

Orders placed using discount codes may be returned as long as they are unopened, and within the 14 days of delivery, with the exception of sale items and holiday promotions.

A credit will be applied to your original form of payment within 8-12 business days of receipt at our facility. PAYPAL will take 2-3 Business days to process. Your banking institution may take additional time to process and post the credit to your account once they have received this information.

Exchanges

We are unable to process exchanges at this time. Please follow the return process and then place a new order.

Defective items

Claims for defective items must be filed within 14 days of delivery. If you feel you have received a defective product, please email official@hanakoko.com with your order number, item number, and a clear photo of the defective merchandise.  Once we confirm that the item is truly defective, we will be happy to offer you either a replacement or refund, depending on inventory.

Order Cancellation

Orders may only be cancelled Monday through Friday, and within 24 hours of submission. Please email official@hanakoko.com with your order number if you wish to cancel your order. After 24 hours, the order has likely already been processed and may already be in route to you and can no longer be cancelled, only returned.

Please note that as we try our best to process your orders as swiftly as possible, it may be difficult to make a cancellation even if we are notified within 24 hours. In that case, we will happily offer you a return label for you to return your order upon receipt.