When completing the order, you can choose whether you want to complete the order as a guest or logged in.
Can I combine two separate placed orders?
Separate orders cannot be shipped together for technical reasons.
How can I cancel my order?
We will be happy to check if your order can be cancelled before shipping - please let the costumer service know your order number.
Are the items in my shopping cart reserved for me?
The items in your shopping cart are not reserved.
Why have I not received an order confirmation?
Possible reasons for this could be a typo in your email address or a failed payment, please contact our customer service.
PAYMENT
How can I pay for my order?
The automated payment options Klarna purchase on account, Klarna instalment payment, Klarna instant payment, Mastercard, Visa, Paypal and GooglePay are currently available.
I don't want to pay online, how can I order?
You are welcome to contact our customer service so that we can create your order by prepayment or PayPal payment request.
Is it possible to order on invoice?
No, delivery on account is currently not possible.
DELIVERY
Can I change my delivery address?
After your order has been shipped, it is not possible to change the shipping address. Please send us your order number as well as the desired shipping address to our customer service so that your request can be reviewed and adjusted as possible.
How can I track my order?
You can track your order with the shipment number at the following link: https://www.post.at/en/
I am having problems tracking my order - what can I do?
If you have problems tracking your consignment, you can also use the PARCELSAPP tracking app: https://parcelsapp.com/en
How long is the delivery time?
Delivery times are 1-2 days to Austria, 3-4 days to Germany, 3-5 days to Switzerland and 3-5 days to the rest of the EU.
Is there an express shipping?
No, we do not have the possibility to send your order by express delivery. We offer a standard shipping with the post office and the other postal partners in the EU countries.
Can I order outside of EU/UE?
Unfortunately, delivery outside Europe is not possible in our online store. You can order from the USA here: https://shop.hanrousa.com/
I need my order by ... Can you guarantee a delivery date ?
We can not guarantee an exact delivery date in advance. Delivery times are normally to Austria are 1-2 days, to Germany 3-4 days, to Switzerland 3-5 days and to the rest of the EU also 3-5 days.
Who is the carrier that will ship my order?
Delivery is made in Austria with the Austrian Post, in Germany with DHL. In Switzerland we deliver with DPD. In the rest of the EU countries the delivery is made by various partners of the Austrian Post.
Can I get delivered in a post office / a pick-up point ?
Yes, please fill in the delivery address with your postal number as well as the address from the packing station.
Not all of the ordered items have been in my parcel - what can I do?
Please provide customer service with your order number and the undelivered item number so we can verify your request.
The shipping satus says that my order is returned to sender. How can I receive it?
Please verify the shipping address and notify our cutstomer service of the order number as well as the correct shipping address so that we can re-ship after we receive the order from the post office.
PRODUCT
When will a certain product be again available in a certain size?
Please let our customer service know the item number, color as well as your size so we can check availability.
I have a defect product - what shall I do?
Please email us your order number/invoice and pictures of the damaged item to [email protected] so we can forward your claim to our quality management team for review.
You can create a returns label for one or more orders here: https://www.hanro.com/en-eu/returns. If you are returning items from different orders in one parcel, please enclose all the appropriate return labels with the return parcel. This is important so that your return can be processed correctly.
How long can I return an order?
Within 14 days after receiving the delivery, you can return the items to us.
I would like to exchange my product for a different size. How can I do this?
To exchange goods, please return your order and place a new order with the correct items.
I want to return my order. What do I have to do?
Please enclose the completed return label with the return shipment. You can create a return label under the following link: https://www.hanro.com/en-eu/returns
Do I have to use the original packaging to return goods?
The items must be protected from damage, in their original packaging, undamaged and unworn; you can also use a different shipping carton.
Can I return several orders in one box?
Yes, please include the appropriate return slips in the return package.
Why is there no return label in the parcel?
Due to the low return rate, we have decided not to include a return label for environmental reasons. You can generate a return label at the following link: https://www.hanro.com/en-eu/returns
I have received a refund confirmation, but I cannot see the money on my bank account.
Please note the processing time of the respective payment options. The refund will be made on the selected payment option that you have chosen when completing the order. If you have ordered via Klarna, please contact Klarna customer service.
How do I receive my money back for my returned goods?
Once we have received and processed your return, a refund will be arranged and you will receive a separate credit confirmation. If you have ordered via Klarna, please contact Klarna customer service.
When will I receive my money back ?
Once we have received and processed your return, you will receive a separate credit confirmation for the refund. If you have ordered via Klarna, please contact Klarna customer service.
I have already washed an item, can I return it?
No, washed items are excluded from the right of return.
I received wrong items, what can I do?
Please email a photo to our customer service and we will be happy to check for you what went wrong with the order.
I received a wrong parcel, what can I do?
Contact our Customer Service so that your concern can be reviewed and you can be advised of the next steps.
I have no way of printing out the return label or having it printed out. What can I do?
Please contact our customer service ([email protected]), so that we can send you a returns label by post.
From other EU countries, send the return to the following address: Huber Digtial GmbH, HANRO Returns, Exerzierplatz 1, AT-6841 Mäder
Swiss returns please send to the following address: HANRO AG, E-Commerce Returns, Benburweg 20A, CH-4410 Liestal.
DISCOUNT CODES & VOUCHERS
I forgot to enter my discount code - what can I do?
After receiving the order, let us know which items you want to keep or possibly return? Subsequently, we can grant the desired discount subsequently.
I have signed up to the newsletter, but did not receive a discount code. What shall I do?
Check if the newsletter subscription has been confirmed and check your SPAM folder.
The discount code is not valid, what can I do?
Please note the conditions for the discount code. Possible reasons may be that you need to log in to your customer account or the promotion is not valid on reduced items, etc.
Where can I buy a gift card?
Unfortunately, you cannot purchase gift cards in our online store.
My order was not successful and the discount code is not valid anymore.
Please contact our Customer Service to receive a new discount code.
MY CUSTOMER ACCOUNT
Why can I not login to my account?
If you have a problem logging in and do not receive an automatic email even when resetting your password, then you do not have a customer account yet and you can create a new one.
How do I change my address?
Please log in to your account. Under "Address book" you can change your address and add further delivery and billing addresses.
