HANKEN Shipping & Delivery Policy

1. Shipping Information

At HANKEN, we aim to process and dispatch your orders as quickly as possible.

Orders placed and paid for before 12:00 PM (Portugal mainland time) on a business day are normally dispatched on the same day. Orders placed after 12:00 PM, during weekends, or on public holidays will normally be dispatched on the next business day.

All orders are shipped from Portugal using DPD.

Delivery times vary depending on the destination and are calculated from the date of dispatch.

2. Shipping Rates & Delivery Times

The following shipping rates and estimated delivery times apply to orders placed through our online store.

Shipping availability and final delivery costs are calculated automatically at checkout based on your delivery address and order value.

If your destination is not available at checkout, please contact our customer support team before placing your order.

3. Order Processing & Dispatch

Orders are processed from Monday to Friday, excluding public holidays.

Orders placed and paid for before 12:00 PM (Portugal mainland time) will normally be dispatched on the same business day, subject to product availability and successful payment confirmation.

Orders received after the cut-off time will normally be processed on the following business day.

Orders placed during weekends or public holidays will be processed on the next business day.

Please note that order processing and delivery times may be extended during promotional periods, sales, Christmas, or other periods of exceptionally high demand.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information, where available.

4. Delivery Conditions

Deliveries are handled by DPD and generally take place between 9:00 AM and 6:00 PM on business days, according to the carrier's local delivery schedule.

For home deliveries, please ensure that someone is available at the delivery address to receive the order.

Delivery appointments cannot be guaranteed. The carrier may attempt delivery without prior contact.

For orders shipped to a DPD Pickup Point, customers must collect their parcels within the collection period established by the carrier.

Delivery times are estimates and may vary depending on the destination, local holidays, weather conditions, customs procedures, carrier operations, or other circumstances beyond our reasonable control.

HANKEN will make reasonable efforts to ensure that orders are delivered within the estimated timeframes.

If your order has not arrived within the expected delivery period, please contact our customer support team so that we can investigate the shipment with the carrier.

5. Customs Duties & Import Taxes

Orders shipped to destinations outside the European Union may be subject to customs duties, import taxes, and other charges imposed by the destination country.

Unless otherwise expressly stated at checkout, these additional charges are not included in the product prices or shipping fees displayed on our website.

The customer is responsible for paying any applicable import duties, customs charges, or local taxes required by the destination country's authorities.

HANKEN does not control these charges and cannot predict their exact amount.

We recommend contacting your local customs authority before placing an international order if you require further information.

6. Partial Deliveries

Whenever possible, HANKEN will dispatch all items in your order in a single shipment.

However, in certain circumstances, such as temporary stock unavailability or logistical requirements, we may need to split your order into multiple shipments.

If this occurs, we will notify you using the email address provided during checkout.

No additional shipping fees will be charged for partial deliveries initiated by HANKEN.

7. Damaged or Missing Orders

We recommend inspecting your parcel upon delivery.

If you notice visible damage to the packaging, please report it to the carrier and contact HANKEN as soon as possible.

If you discover that an item is damaged, defective, or missing after opening your parcel, please contact our customer support team with your order number, a description of the issue, and photographs where applicable.

If your order has not arrived within the estimated delivery period, please contact us so that we can investigate the shipment with DPD.

Your statutory consumer rights remain unaffected.

8. Returns & Exchanges

If you wish to return or exchange an item, please refer to our Returns & Exchanges Policy or contact our customer support team.

For assistance, please visit our contact us here