Frequently Asked Questions.
What is Hana’s 1 Year Promise?
Our 1 Year Promise is for you to experience a year of pure satisfaction with our Pilates wear collection. If your purchase doesn’t meet your expectations, we offer a hassle-free exchange within the same product series (Term & Conditions Apply as below). Elevate your practice with confidence, knowing that we’ve got you covered every step of the way. Discover the freedom to move, breathe, and flow in Hana Pilates Wear, where your comfort and satisfaction are our top priorities.
Terms & Conditions for Hana’s 1 Year Promise
- Hana’s 1 Year Promise only applies to tops, shorts, leggings, jacket and skirt. Not applicable for other items unless stated otherwise
- Request has to be sent to our email at [email protected] stating your order number, issue faced WITHIN 365 days from the Date of Purchase of the particular order.
- The original purchased item will need to be mailed back to us with tracking number provided. We have storage facilities in Singapore, South Korea, China, Hongkong, Vietnam and United States for your convenience.
- Once we have received your tracking number we can proceed to issue a Coupon Code for your new selected item(within the SAME SERIES only).
- Shipping cost is not included in Hana’s 1 Year Promise. However, should you choose to purchase up to $180, you are eligible for free shipping as usual.
- Hana’s 1 Year Promise strictly only covers purchases made DIRECTLY from our website. If you have purchased via other e-commerce platforms such as Amazon, Etsy or Qoo10, kindly contact your seller to assist you.
How long will it take for my order to ship?
Orders are typically processed and shipped within 3-5 business days. Once shipped, you will receive a confirmation email with tracking information.
Do you offer international shipping?
Yes, we offer international shipping to selected countries. Shipping fees and delivery times may vary depending on the destination.
What is your return policy?
We accept returns within 30 days of purchase for items that are unused and in their original condition. Please note that shipping fees are non-refundable, and customers are responsible for return shipping costs.
How do I initiate a return?
To initiate a return, please contact our customer service team with your order number and reason for return. We will provide you with instructions on how to return your item.
How can I place an order?
You can place an order on our website by selecting the items you wish to purchase and proceeding to checkout. Follow the prompts to enter your shipping and payment information to complete your order.
Can I modify or cancel my order after it has been placed?
Once an order has been placed, it cannot be modified or canceled. Please double-check your order before confirming payment.
What should I do if I have a complaint about my order?
If you have any complaints or concerns about your order, please contact our customer service team. We are committed to resolving any issues promptly and ensuring customer satisfaction.
Do you offer gift wrapping services?
At this time, we do not offer gift wrapping services. However, our items are beautifully packaged and ready for gifting.
Where do you ship from?
Depending on your location and stock levels, we may ship from any one of our factories and stockist centre in South Korea, China, Malaysia or Vietnam.
How can I contact customer service?
You can contact our customer service team by emailing [email protected] or by using the contact form on our website. We strive to respond to all inquiries within 24 hours.
Can I track my order?
Yes, once your order has shipped, you will receive a confirmation email with tracking information. You can use this information to track the status of your delivery.
Is there a size guide available?
Yes, we have a size guide available on our website to help you determine the best size for your body type. If you have any questions about sizing, please contact our customer service team for assistance.