Customer Service

How can we help?

If you have a general enquiry we would recommend using the drop down FAQ’s below to find an answer.
If you have a question about your order status you can check it by logging into your account.

Products

An Important Note About Fred Perry X Hanon Packs

Kindly note that items sold as a pack must be returned as a pack, any packs returned as single items will be refused and reshipped.

If you require a size change for either item in the pack then you will be required to send back the full pack for a refund and raise a new order.

An Important Note About Nike Ankle Strap

Please note: The rubber heel counter on certain Nike products has been designed for support and stability only and not as a strap to pull the shoe onto the foot. Please be aware the rubber bridge on the heel counter is prone to snapping after prolonged pulling if used incorrectly as a means to fit the shoe. 

Kindly note that we are unable to accept returns on any Nike product if the heel counter is broken in this way, this is agreed to upon placing your order with us.

Launch Specific Products

With new and exclusive product launching weekly, we think it is important to keep customers up to date with as much information as possible. Unfortunately there are some things we cannot disclose prior to a launch however all available information for launching product can be found on our blog- just click here

You can subscribe to our newsletter for information on launching product here

Our latest products can be found in the “What’s New” section

Alternatively you can join us on Facebook, Twitter and Instagram for instant updates on launching product. 

Can I get more information on a product?

We aim to supply as much detail on each product as possible, this can be viewed on the product page. Unfortunately we can not always provide further information on products out-with what is stated on the product pages due to all products being held at our Distribution Center and not at our Customer Services Office.

To view our general size conversion charts click here. Please note, the size charts on each product page are not product specific and are a general guide only, all brands size their products slightly differently so if you are unsure of the sizing please contact us before placing your order. All of our products are based on the UK sizing so you may want to confirm your equivalent size with us before ordering.

Please also note that all goods can be returned using the Returns Document attached to all orders if they are not to your satisfaction.

Do you have more sizes or stock available?

We offer new product on the site as regularly as possible and due to the limited nature of many of our products it is not likely that we would receive any re-stock's. However, on some popular items we may receive extra stock, to be notified about any re-stocked please hit the notifications button on the product to receive an instant update on the availibility of the product.

What is a pre-order and when will it be delivered?

We offer our customers the chance to purchase certain limited styles prior to release. Payment is taken at the time the order is placed and guarantees the goods will be shipped immediately once the product arrives into stock.

Due to the nature of some of these releases we cannot always confirm when the goods will arrive into stock, however, we will endeavour to keep you updated on the progress of your order. As soon as we have received the stock it will be processed. picked, packed and sent out to you with tracking information.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

My Account

I have placed an order but have not received order confirmation

If you have placed a successful order it will be acknowledged by an order confirmation via email.

If you have not received your order confirmation please check the following:

•Check your spam folder for the confirmation email

•Make sure you are checking the correct email address which you have registered to your HANON account

•Check that your payment has been successful via your bank or Paypal account

-If your payment has not been successful then please note that the order will not be successful

For launch specific product you may experience a delay in the confirmation due to the amount of traffic online, please allow an extended period of time for receipt of your order confirmation. If you have not received your order confirmation within 12 hours of placing your order please do not hesitate to Contact Us.

I have placed an order but have not received order confirmation

If you have placed a successful order it will be acknowledged by an order confirmation via email.

If you have not received your order confirmation please check the following:

•Check your spam folder for the confirmation email

•Make sure you are checking the correct email address which you have registered to your HANON account

•Check that your payment has been successful via your bank or Paypal account

-If your payment has not been successful then please note that the order will not be successful

For launch specific product you may experience a delay in the confirmation due to the amount of traffic online, please allow an extended period of time for receipt of your order confirmation. If you have not received your order confirmation within 12 hours of placing your order please do not hesitate to Contact Us.

What currency am I charged in?

As stated on all product pages you are charged in Great British Pounds GBP and not any other currency. The currency converter takes live rates from the currency market to give you an indication of what you will charged.

At the point of the transaction the funds are exchanged at the rate dictated by your bank - not ours. Any difference in amounts is down to a combination of your own bank charges and the currency exchange at the time.

The link below can be used to estimate current exchange rates: http://www.xe.com/

Can I use my account from the previous website?

Unfortunately our system and web upgrade could not support the transferring of existing accounts. This means that to place any future orders you will have to make a new account at the check out part of your transaction. For help placing an order please see the FAQ below.

How do I place an Order?

We want your HANON shopping experience to be as secure and stress­free as possible. To ensure this, we ask you to create an account with us, this process is very easy and will ensure speed and safety when placing online orders with us. Once you have created your account, there are a number of ways to browse the site. You can use the tabs along the top of the page or make a more refined search using the search bar to the right.

Once you have found your desired item, simply use the drop down menu to select your size and click ‘Buy’ to add the item to your basket. Once you have finished shopping go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you in due course with tracking information to follow.

Please note, a product in your basket is not secured to your order until the payment is made, to avoid disappointment we would advise you to check out sooner rather than later!

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Can I cancel or amend my order once I’ve placed it?

You can cancel or amend your order your order in accordance with the Distance Selling regulations however, we stipulate that cancellations and amendments can only be carried out within the initial stages of the order being processed.

Orders can only be cancelled or amended if the order status within the shipping system is "staging". Once your order is in "picking" unfortunately we cannot process any cancellations or amendments from this stage as the shipment of your order has been arranged and is now un-editable.

Please contact our Customer Service Representatives to arrange for any cancellations or amendments to be made before your order has moved from staging, you will be able to check the status of your order within your account before contacting us.

Out of hours cancellation policy: We always try to facilitate cancellations however, if a cancellation request is made out-with our Customer Services hours, we cannot guarantee that it will be granted as requests are dealt with in numeric order within our Customer Services hours and your order may have moved through our shipping process by this point.

Please note: We cannot facilitate cancellations of any clearance or sale orders once the order is placed.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Shipping

What are your shipping methods and shipping time estimates?

Shipping options and destinations will be displayed in the basket page. For full details click here.

You will receive order confirmation including a tracking code when your order has been dispatched, your order can be tracked using the Parcelforce 'Track your parcel' function. To track your parcel click here.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

UK Next Day Delivery

Our recently added Next Day service allows you to order before 2pm Mon-Thurs for delivery the following working day.

The times specified exclude weekends and bank holidays.
UK Next Day Delivery orders must be placed before 2pm Monday to Thursday for delivery the next working day. 'Next day' orders placed from Friday after 2pm will be processed on the following Monday for delivery on the Tuesday. The delivery times shown are from the date of dispatch. A full postal address must be provided as we cannot deliver to PO Boxes. For UK and Republic of Ireland orders, these prices are constant regardless of the size of the parcel

We are very sorry but we cannot provide Next Day Delivery service to the following postcodes due to our couriers restrictions:
AB (All), BT (All), DD (All), DG (All), FK (All), IV (All), KA (All), KW (All), KY (All), ML (All), PA (All), PH (All), TD (All), GY ( All), HS ( All), IM ( All), JE (All), TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3

Please note, if a PO Box is included in the address details, then the parcels will be automatically returned.
UK Next Day Shipping will be unavailable during certain sale periods.

I have received my tracking number but the status is "Advised" on Parcelforce

It is likely that your order has been processed after our Parcelforce pick-up for the day. If you have received your tracking information after 2:45PM or during the weekend then it will be picked up in the following working days collection. If you still have a problem with your tracking number please use our “Contact Us” form ensuring you state your Sales Order Number.

My address is incomplete, how can I update it?

To update an incomplete address please use our “Contact Us” form ensuring you state your Sales Order Number and full address.

Please note, if your order has been processed into our "packing-shipping" stages unfortunately this means it is at an un-editable stage of delivery and cannot be changed. At this point, neither the recipient nor the sender can intercept the package until it has settled in a depot after an initial delivery attempt. In this instance we would suggest you keep an eye on the tracking over the following days and if there seems to be a problem with delivery, do not hesitate to let us know when it is at a depot when we can call the courier to update your address.

What should I do if my order has not arrived within the stated shipping estimate?

Please check the following:

• Make sure you have received order confirmation and a dispatch notification

• Check the tracking link via your dispatch confirmation email to view the most up to date information on the whereabouts of your parcel

• Check within ‘My account’ to make sure your delivery address correct and your contact details up to date

• Check for any emails or attempted delivery cards from our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.

• Check no one else residing at your address has taken receipt of your parcel 

For International Deliveries most parcels will reach their destination within two weeks, we are unable to query your parcel before this time.

If the estimated arrival time for your order has passed and you still cannot locate your parcel then please do not hesitate to contact our Customer Service Team with your order details to hand and we will endeavour to locate your parcel as soon as possible.

Please note that during our Clearance period deliveries may take longer.

To check any service delays or disruptions please click here.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Do I pay VAT on a non­ European sale?

Customer's ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once your delivery details are complete. If you select your delivery destination from the dropdown in the mini basket (the drops down when you add an item to the basket) prices across the site will adjust to show correct VAT rate.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Will there be any additional Duties/Taxes payable on my delivery?

Depending on the value of your order, your parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the recipient to cover these costs. Unfortunately, these charges are out of our control, and vary widely for each order so we’re unable to predict what your particular charges may be.

For more accurate information, we’d suggest getting in touch with your local customs office who will be able to explain a break down of your charges.

Returns

What is your Returns Policy?

If you wish to return an item, please circle your reason for returning on the enclosed Dispatch Note and ensure both item and Dispatch Note are sent back using the returns address provided within 14 days of receiving your order.

All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.
All Items must be in original, resalable condition.

We advise to try on shoes on a clean surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

Please make sure all returned items are well packaged, so as not to be damaged in the post and are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

If returned an item from outside the UK, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. HANON is NOT responsible for any return custom charges made. For more information on our Returns Policy click here.

If you have received an item that is deemed defective please contact our Customer Service Team to arrange for the item to be sent back, see our defective item FAQ for more details.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

How do I return my order?

If you wish to return an item, please circle your reason for returning on the enclosed Dispatch Note and ensure both item and Dispatch Note are back with us using the returns address provided within 14 days of receiving your order, returns sent back to us outside this period will be refused. For more information on our Returns Policy click here.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Who pays for my return shipping?

We do not pay for return postage on items that are unsuitable, however we will send any size exchanges to you free of charge regardless of destination. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Please note: If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs provided that proof of postage is given. If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

Undeliverable Packages- Returned To Sender

Occasionally orders are returned to us as undeliverable. Unfortunately orders that are returned to us as undeliverable are not able to be re-shipped. If we receive a “Returned To Sender” package then you will be issued a full refund including original shipping charges. Please note: If the package has been refused by the customer then we will only refund the product and not the shipping costs.

If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website depending on the remaining stock levels. If you have checked your tracking information and suspect your order may be undeliverable, please allow 3 weeks for its return to us. If you have not had confirmation of refund within this time, please contact us.

When will you process my return?

Once we receive your return we aim to process it within 3 working days. Depending on your payment method this can take up to 3 working days to be processed into your account. If you have opted for an exchange on the size of an item and provided we have the exchange items in stock, you should receive notification of the exchange being processed within 3 working days.

Refund and exchange times may vary during sale and holiday periods.

If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

The product I have received is faulty

If the item you received is faulty, please contact customer support quoting your order number, your name and address, details of the product and the fault. We will respond to you as soon as possible to acknowledge your issue and from there will request that you send us across a few photographs of the fault. The photographs will be sent across to our representatives from the appropriate brand to determine the course of action.

Please note that we may not be required to provide a refund if you continue to use the goods after discovering the fault.

See our Store Policy for further details.

I've received a 'Credit Note' in my account, what does that mean?

A credit note within your account is simply a refund. If you paid by card, please allow 3 working days for the payment to be processed by your bank. If you have any further queries please use our “Contact Us” form ensuring you state your Sales Order Number if applicable.

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