F A Q

Shopping Online

How do I know if the garment would fit me?

We recommend measuring yourself and comparing the measurements to our size guide which can be found here. If you’re still unsure, we offer basic alterations for our full priced items. Please do not hesitate to contact us as we are always happy to help you.


Can I check the stock of a particular style?

All available stock (styles and sizes) in our online warehouse are visible and available for purchase on our website.

Sometimes an article will be available for pre-order. You will see a “Pre-Order” button instead of “Add To Cart”. Pre-order items are made to order and will take approximately 7-10 business days to complete.


How can I check the availability of a particular style in one of your stockists?

We have a Live Chat feature on our website, or you can contact us via email.


Can I order online to collect at one of your stockists?

Yes. At the moment you can only collect from our flagship store which located in:

Tamora Gallery Jl. Pantai Berawa No.99
Tibubeneng, Kuta Utara
Kabupaten Badung, Bali 80361

All store pick up orders will be free of shipping charges.


An item is missing from my order. Who do I contact?

We always perform quality control through all the packing process and do our best to thoroughly check all items prior to shipping.

If you believe there is a problem with your order, please contact us and our friendly team will be right with you.


Payment

What payment methods do you accept?

Indonesia:

  • Credit Card: Visa, MasterCard, JCB
  • Bank Transfer
  • BCA KilkPay
  • GoPay
  • Indomaret

International:

  • Credit Card: Visa, MasterCard
  • PayPal

Is it safe to use my credit card at your website?

Yes. We Mitrans to provide a secure and reliable payment gateway for online transactions.


Shipping

Which countries do you ship to?

We ship worldwide to any countries that our international courier, TNT, ships to.


I have put in the wrong address. Can I change it?

Immediately email us and specify your details and order number. We will do our best to rectify the address before shipping however once an order has been dispatched, Hanya is unable to amend delivery location or redirect your order and cannot be held responsible for lost parcels. We encourage you to double check your order (size, quantity, color) and shipping details before finalising the purchase. 


How to track my order?

When your online purchase is complete you will receive an email containing your order confirmation, delivery details and tracking information. You can also log into your account and find your tracking details under View Orders. If you have not yet received an email notification, please be assured our online team are most likely still working hard to get your order to you.


Returns

Can I return or exchange my order?

Here at Hanya we pride ourselves for the quality of our products. Should you be unsatisfied with your order due to a manufacturing fault or being shipped an incorrect size, you are entitled to an exchange or refund within 14 days of receipt of goods, provided it met the below conditions:

  • Proof of purchase provided
  • Original tags and any other applicable packaging is still attached
  • Garment is in original condition and have not been altered, used, washed, dry cleaned or damaged
  • Please make sure that swimwear is tried on over your own underwear and that the hygiene sticker remains intact. In the interests of hygiene, we may refuse returns of items where it's obvious that this hasn't been done.

Hanya reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.


If the returned goods meet our conditions, you may exchange the order or receive full refund. Please note we will not offer cash refund.  All refunds will be processed via bank transfer.


Can I exchange my order with something else?


If the item you originally ordered is out of stock, you can choose to exchange with any other item. If the exchanged item(s) is of greater value than the original item(s), you must pay the difference. If the exchanged item(s) is of lesser value than the original item(s), no refund for the difference shall be issued.


How long is the return process?


Returns will be processed within 14 working days after receiving the returned garment.


Can I return sale items?

Unfortunately we do not accept return or exchange for our sale and clearance items.


Can I return an online order to a store?

Yes, at our flagship store.

Hanya TRE Store

Tamora Gallery Jl. Pantai Berawa No.99
Tibubeneng, Kuta Utara
Kabupaten Badung, Bali 80361

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