Frequently Asked Questions

COVID-19

How is Hana Moda protecting their fullfillment center employees?

HANA MODA is abiding by the safety guidelines recommended by the CDC and government orders. Employees are
practicing social distancing and wearing protective equipment, like masks and gloves, while packaging orders.

What is my risk of exposure to Covid-19 from any delivered packages?

According to the CDC, there is likely a very low risk of spread from products or packaging that are
shipped over a period of days or weeks at ambient temperatures.

Shopping

Will an item that is sold out come back in stock?

Once an item has sold out, it may not be restocked. Please note that many items are available for only a short period
of time. If you absolutely love an item and missed it, contact us here at styling@hmhanamoda.com. We will do what
we can to find it for you.

Will you help find an item not available on the Hana Moda website?

Shopping should be easy. Leave it to us to find that special item from one of our partners but not on Hana Moda, We
will do what we can to proccur the item for you. Simply email us at: ask@hmhanamoda.com. Please give us 24
hours to respond.

Orders

How can I check the status of my orders?

As soon as your package is on its way, you will receive a shipping confirmation email with tracking information. You
can also contact our customer care team at ask@hmhanamoda.com. We will respond to you within 24 hours.

Which countries do you ship to?

Currently all brands are available to be shipped to the United States.
In some cases items specifically noted are available for international shipping and will arrive directly from our
partners.

Do you charge sales tax?

In accordance with tax law, sales tax is collected on orders shipping to California, Colorado, Connecticut, Florida,
Georgia, Maryland, Massachusetts, Minnesota, New York, North Carolina, Ohio, Texas, and Virginia.

What payment methods do you accept?

We accept Visa, MasterCard, Discover and American Express as well as PayPal.

Can I change or cancel my order once it has been placed?

If you need to change or cancel your order, please contact our customer care team at
ask@hmhanamoda.com as soon as possible and we will do our best to accommodate your request. Please
note that some types of changes may not be possible, and that once an order has been prepared for
shipment, it can no longer be modified or cancelled.

Shipping and Costs

Which countries do you ship to?

Currently all products are available to be shipped throughout the United States. In some cases, certain products from brands such
as LLD Diamonds, Dice Kayek and Drome can be shipped to the UK, Israel, Australia and Europe. We cannot ship any orders to Alaska, Hawaii, Guam, Puerto Rico, the U.S. Virgin Islands and American Samoa.  In some cases, we cannot ship to countries outside of the U.S. We are unable to ship to freight forwarding companies.

How much does shipping cost for United States orders?

We offer free standard shipping to a US address for orders over $250. There will be a shipping charge of $19.95 for orders under $250. We also offer upgrades to express shipping for $39.95. Some of our brands who are shipping from Europe may charge a slightly higher fee.

How much does shipping cost for International orders?

Some brands, including LLD Diamonds, Dice Kayek and Drome, will ship internationally and offer standard shipping as outlined at
checkout, if that product is available for International shipping. U.S. Customs may apply duties and taxes to your purchases before or after delivery.

What are duties and taxes?

Some brands, including LLD Diamonds, Dice Kayek and Drome, ship internationally. U.S. Customs may apply duties and taxes to your purchases.  Duties and Taxes will be collected directly from  US Customs prior to delivery.

When will my order arrive?

Shipping times may vary per item and brand. You can review each item’s estimated delivery date at checkout. Some items are
custom made to order and will experience an extended delivery window. You will receive a shipping confirmation email complete
with tracking information as soon as your package ships.

Which countries do you ship to?

Shipping times may vary per item and brand. You can review each item’s estimated delivery date at checkout. Some items are
custom made to order and will experience an extended delivery window. You will receive a shipping confirmation email complete
with tracking information as soon as your package ships.

Will all my items be shipped together?

To ensure that your order gets on its way to you as quickly as possible, some orders may be sent in multiple shipments. In those
cases, you will receive a separate shipping confirmation email with tracking as each shipment is sent.

Each order can be shipped to only a single address.

How can I check my order status?

To view your order status as well as your order history, log into your Hana Moda account and visit here.

Our Return Policy

Hana Moda will charge a flat rate fee of $19.95 for items eligible for return in accordance with our Return Policy.
Subject to certain conditions and exceptions. Unless otherwise expressly indicated on a Product Detail Page at the time of purchase, we are pleased to accept timely returns within 14 days from the date the product was delivered to you.

All products purchased at a discount (other than a promotion) or on markdown are eligible for return for site credit within 10 days from the date that the product was delivered to you. All products purchased on final sale are not eligible for return or a refund.

Pre-orders placed across multiple cards will be refunded to the same cards used, regardless of the cards being removed from this site, cards expiring, or updated card information

Your products must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, including Hana Moda hang tags. All other packagings such as belts, authenticity cards, and leather tags should all be included where provided. If your order did not include the proper packaging please email ask@hmhanamoda.com upon receipt of your order.

Any returned products which are damaged, worn, and do not include packaging materials, soiled, or altered in any way will not be accepted and refunds or credits will not be issued. Cosmetics must be unopened to qualify for a refund. Once we have received and processed your return, refunds will be issued via the original method of payment. Please allow 2 to 3 weeks from when an item is returned for processing. Purchases made using a gift card or store credit will be refunded as a credit to your My Hana Moda account. Hana Moda reserves the right to decline any return requests that do not meet these criteria.

For international orders, the cost of shipping and any import taxes and duties paid are non-refundable and return is subject to our brand partner return policy indicated on the product detail page.

Hana Moda monitors the number and condition of Products returned and orders canceled by customers. Repeated returns or violations of our Terms and Conditions will be flagged and may, at our discretion, lead to the closure of your Hana Moda account or
future orders being refused.

If you would like to return a Product that is eligible for return through Hana Moda

  • Log in to your My Hana Moda account
  • Open your Order History
  • Click on Return on item

If you would like to return a Product that is eligible for return through our Brand Partners

  • Log in to your My Hana Moda account
  • Open your Order History
  • Click on Return on item
  • Follow instructions for either a direct email to the brand or click on an item

If the item was purchased as a guest, you will first need to create a Hana Moda account using the email address used to
purchase the item in order to proceed.  Create an account

Please contact our customer care team at ask@hmhanamoda.com if you have any questions

Gift Cards

How do I purchase a E-Gift card?

You can purchase a gift card here.  Gift cards can be purchased in $50, $100, $250, $500 and $1,000
denominations. Promotions and website credit cannot be applied to the purchase of a Hana Moda gift card.

Can I send an E-Gift card?

You can select the day you would like your recipient to receive your gift and we will email it first thing on your
selected date.

How can I redeem my E-Gift card?

To redeem your gift card, apply it to your Hana Moda account at checkout. Once your gift card has
been added to your account, you can then apply it to your purchase. Any remaining balance on
your gift card will be safely stored in your Hana Moda account for future use.

Where can I check my E-Gift card balance?

You can visit us to check the current balance of your gift card and your Hana Moda account credit balance.

Can E-Gift cards be refunded or cancelled? Do E-gift cards expire?

Gift cards cannot be cancelled, refunded or exchanged for cash.

Can items purchased with an E-Gift card be exchanged or refunded?

Purchases made with gift cards can be returned and will be credited  to your My Hana Moda account.
Please see our return policy for more information.

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