Refund policy


10. Returns and cancellations


10.1 Order cancellation before shipping

The customer can cancel the order, as long as it has not yet been shipped. If the customer places an order and wants to cancel it, he must first, check the status of the order in "Order History" on the "My Account" page, located in the upper right corner of the main page of the website. If the order status is “In process” there is a possibility that it will still be cancelled. However, the customer must contact our Customer Service here and request the cancellation of their order. Only after this procedure, is it possible for our Customer Service to ask our warehouse to cancel the order.


If the cancellation request is successful, the customer will be notified via email and the cancellation will be processed at no cost to the customer. If the cancellation request is not possible, the products will be sent to the customer. If the intention to cancel the order is maintained, the customer must refuse to receive the products. After this, the products will be returned and, after receipt, the chargeback will be processed.


Orders for personalized products cannot be cancelled before shipping, as the customization process is already underway since it starts immediately after receipt of the order. However, the customer can proceed with the return according to the return policies mentioned below.


10.2 Return of defective products

The customer has the right to return the delivered items if it is found that they have defects or other non-conformities in relation to the products ordered. The return can be made within 14 days after receiving the order. This does not affect your statutory rights. If your complaint is justified, the price and shipping costs will be refunded. For more information on how to return and refund information, please refer to the “Returns & Exchanges” section on our “ FAQ/Help” page on the website.


10.3 Return of products due to free termination of the contract 

If for any reason you are not satisfied with the products you have ordered, you can return them within 14 calendar days after receiving the order, provided that:

The products have not been washed or used (unless the product contains information to the contrary, the customer has the right to try on clothes and shoes to test the size and shape, but cannot use them);

The product maintains its original characteristics and the packaging is not damaged (the carefully opened packaging will not be considered damaged);

The product is complete (ex both items in a pair have to be returned);


You cannot return:

Products that have been damaged, tampered with, used or altered from their original state.

Sealed goods are not subject to return, for reasons of health protection or hygiene, when opened after delivery.


 10.4 Return of gifts

It is not possible for a person who received a product as a gift from another person to return it. In this case, to proceed with the return, you must contact the person who bought it, in order to return it, according to the Return Policy.


 10.5 Exchange of products or sizes

To exchange one item for another or to change sizes, please contact us here


10.6 Information on the return of products

If your return is justified by the existence of a defect or non-conformity with the ordered products, Hanken will bear the costs of shipping and return. If your return was made for reasons other than the justified existence of a defect or non-conformity of the ordered products, Hanken will not refund the shipping costs. However, when making a return you will be using our transport provider. As the costs incurred by Hanken to make the return, are equal to the shipping costs, Hanken will not reimburse the expenses related to the shipping costs initially borne by the customer for the respective order.


Refunds will be made based on the payment method. If the customer makes the payment by Mbway reference, the customer must give his bank details to our Customer Service, at the moment he starts the return process. This indication is necessary so that we can refund the money to your account. The customer will receive a refund after the products have been returned and processed.


 For additional information on the return policy and refund times, please see the “Returns and Exchanges” section on the “ FAQ/Help” page on the website. Please read the instructions in that section and follow them carefully to avoid unnecessary delays.