Refund policy

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're having issue with so that we can better assist you.

What's your refund 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.

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.

Please note that all sale items, customized items and opened packages are not eligible for return or refund.

As of 2026: Please note that all refunds are subject to a 10% processing fee. This fee covers the labor and administrative costs involved in handling and processing your request. The fee will be deducted from your refund。

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 offer free return for a different size for your first time purchase. lease reach out to  official@hanakoko.com with your order number and which items you'll be exchanging. 

Please note that exchange is only available one time per 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 & Modification

Orders may only be cancelled or modified Monday through Friday, and within 24 hours of submission. Please email official@hanakoko.com with your order number if you wish to cancel or alter 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 or changed.

Please note that as we try our best to process your orders as swiftly as possible, we will also try our best to help you change the order should our process time allow, but it may be difficult to make a cancellation even if we are notified within 24 hours. In that case, we will offer you an alternative to return your order upon receipt.

So if you would like to cancel or modify your order, please let us know as soon as possible and we will try our best to accomodate your needs.