Shipping & Returns
Our shipping methods have recently changed, please read the information below carefully for full details
Please note that during the Black Friday and Festive periods, delivery may take slightly longer than normal.
Our normal delivery services and charges are listed in the table below
UK Mainland* Standard
2-5 working days
2-5 working days
|UK Mainland Next Day||Next working Day (excluding weekends and holidays) when ordered before 2pm||£5.95|
|UK Islands and Europe||7 working days. Maximum 10 items per order||From £10|
|Rest of the World||5 - 14 working days. Maximum 10 items per order||
**Please see the table at the top of this page for Sale Delivery information.
For all of our Standard Delivery Services please note:
The shipping times specified exclude weekends and bank holidays.
For some International deliveries there may be a maximum of 10 items per order, these restrictions are subject to change.
The delivery times shown are from the date of dispatch.
Large orders may be subject to customs clearance, which can cause a delay to you receiving your parcel.
For UK and Republic of Ireland orders, prices are constant regardless of the size of the parcel.
Couriers policy states that parcels may be left in a safe place or with a neighbor unless the customer otherwise states, Couriers are not liable for items that have been successfully delivered by either of these method's.
*Orders sent out side of UK mainland may take a further 2 days processing after the tracking is initiated.
When filling out your address please be aware that the address line can only fit 24 characters.
Will I be charged customs and import duties?
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 person receiving the parcel to cover these costs.
Unfortunately, these charges are out of HANON's hands, and vary widely from country to country, 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 so you’re not surprised if there are any unexpected delivery charges at your end.
What delivery courier do you use?
We use Parcelforce and DPD for UK orders.
We use Parcel Force and DHL for European and International deliveries.
UK orders remain with Parcelforce and DPD until the delivery is complete.
European and International orders are passed to Parcelforce partners on departing the UK.
UK Standard Delivery- When will I receive my order?
We aim to deliver your goods within 5 working days (this excludes weekends and bank holidays) from the day on which the order was made when placed no later than 3pm. Wee cannot guarantee that you will receive the goods within such estimated delivery times. Please note, if automated tracking information is received over the weekend the package will not continue shipping until the next working day.
UK Next Day Delivery
If a PO Box is included in the address details, then the parcels will be automatically returned. The times specified exclude weekends and bank holidays. UK Next Day Delivery orders must be placed before 2pm Monday-Thursday only, there is no next day delivery option during the weekends. The delivery times shown are from the date of dispatch. A full postal address must be provided as we cannot deliver to PO Boxes. Large orders may be subject to customs clearance, which can cause a delay to you receiving your parcel. For UK and Republic of Ireland orders, these prices are constant regardless of the size of the parcel.
Please note: If you have received a tracking number after 2:45 PM or at the weekend, your parcel will not be dispatched until the next working day.
Saturday Deliveries - Please note, for orders placed after 2PM on a Friday on Saturday delivery, they will not be delivered until the following Saturday, as this is after our next day cut off.
We are very sorry but we cannot guarantee Next Day Delivery or Saturday 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
What if no one is in for my delivery?
A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.
Where do you deliver?
UK & Republic of Ireland
Our UK delivery service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.
European Delivery Service
This includes Ireland(Republic Of), Belgium, Luxembourg, Netherlands, Denmark, France, Germany, Monaco, Italy, Spain, Greece, Portugal, Austria, Czech Republic, Finland, Hungary, Lithuania, Norway, Poland, Slovenia, Sweden
International Delivery Service
USA, Canada, New Zealand, Australia, Russia, China, Hong Kong, Japan, Korea.
Please note: These countries are subject to change
Collect From Store - Store Pickup
To collect your item from the store 51 The Green, Aberdeen, AB11 6NY please select this option at check out, you can then select a date and time to collect.
The cost to collect from store is £1.95.
If you order before 2pm, you can collect from store the same day.
The timings we have available for collection are 4pm or 5pm, we cannot offer an earlier time.
If you are unable to collect your items on the allocated day you have selected, we will hold them for 7 working days before returning them to our warehouse for a refund.
If you are unable to collect, please let us know and we can extend your collection time.
If you no longer require your item please let us know and we can return it to the warehouse.
Please note: Orders on our HANON Launches site (raffle items) cannot be collected from store.
Goods must be sent back to our offices within 14 days from receipt of the original order.
To return your order to us we request that you pack the item(s) in suitable packaging* mark the package as "Returned Goods", include your original paper work circling your returns reason and return it to:
17 WILLOWDALE PLACE,
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.
If you do not have the original paperwork please include a note with your name, order number and reason for returning. We do not offer free returns unfortunately.
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.
Please note we will refuse any returns that arrive damaged or are missing any swing tickets, original packaging or any component that was sent originally.
Once we receive your return, we aim to process it within 7 working days. Depending on your payment method this can take 3-5 working days to be processed into your account, and we can only refund your order on to your original payment method.
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 3-5 working days.
Refund and exchange times may vary during sale and holiday periods.
Returning Faulty Items
If the item you received is faulty, please contact the customer services email at email@example.com 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 photographs of the fault.
The photographs will be sent across to our representatives from the appropriate brand to determine the course of action. If this faulty policy procedure is not adhered to then the policy terms are null and void and we will not be required to refund.
We will then endeavour to get the item back to us and take the necessary course of action. Please note that we will not be required to provide a refund if you continue to use the goods after discovering the fault.
On returning a faulty or incorrect item internationally you must also email us a photograph or scan of your proof of postage we can have that refunded to you also for the expenses caused by returning the faulty item to us.
Please note, we can only provide reimbursement for returns shipping if you provide us with proof of postage in the form of a valid courier or postal office receipt. If your original order was paid by card then we will also need a valid PayPal address to pay the additional return shipping funds into- you will be contacted for this upon the packages return.
Failure to cooperate will deem HANON non-liable to any instance of refund.
Please note that any use of this website means that you agree to the following Terms and Conditions.
Returning Online Orders to Our Store
If your item was purchased online and is unsuitable it must be sent back to our warehouse, our store cannot accept online returns currently.