Frequently Asked Question / HELP

We hope we can answer your question below, but if not, feel free to contact us! click here

Products & Inventory

Hanken just came out with a first collection.

If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item.

Please refer to our size guide for general measurements.

If you still need assistance, please email us here for any additional help.

Orders & Shipping

Depending on where you are, shipping takes between 1-2 business days or 3-5 business days.

Please consult shipping policy here.

Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship.

To get your order to you as fast as possible, no changes can be made at this stage.

Please contact us here immediately to cancel the order.

Otherwise, we’d be happy to start a return for you.

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship.

To get your order to you as fast as possible, no changes can be made at this stage.

Please place a new order on the website for the additional items.

Remember, shipping is free in Portugal over 100€ and rest of Europe over 160€.

You may change your shipping address after you place an order by contacting us here.

Typically, you can only do this the same day an order was placed because items are shipping as fast as possible.

If an item has already been processed for shipping, you may not be able to change the address.

Shipping estimates are provided by DPD.

We have been advised that some customers may experience delays due to COVID-19 safety protocols.

Sorry for the inconvenience!

We accept payments by:

- Credit card (Amex, Visa, Mastercard), Paypal, Apple Pay and Mbway.

Returns and Exchanges

Any order can be returned within 14 days of purchase. we will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund within this time frame.

Please allow 2 to 4 business days to process the return once it’s received. You will be notified via email once the refund has been issued!

We're not responsible for any lost returns. We recommend a shipping method with a proof of delivery or tracking number.

We currently do not generate return labels for international shipments, customers will be responsible for return shipments & cost.

You can return unworn items in new condition for a refund or a store credit within 14 days of their original shipment.


Shipping is not refundable. The customer is responsible for the return/exchange shipping.


International orders (outside the EU) and sale items are final sale and cannot be returned or exchanged.


To process a return, please send an e-mail informing it here

Please allow 2-4 days for us to process your returned merchandise after it has been received.

When the refund is received, we carry out quality control and return the money by the same payment method you used, unless you prefer a voucher. The time it takes for the refund to enter your bank statement depends on your bank. If you have any questions, please contact us at info@hankenactive.com.

Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.

For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.