Terms of service

Last updated: 27 October 2026

Article 1 – Purpose

These Terms of Service ("Terms") govern sales of products made on hanalondon.com between Hana London ("we", "us") and any individual buying as a consumer ("you", "the customer"). Placing an order means you accept the Terms in force on the day of the order.

Article 2 – Seller

Hana London · 30 N Gould St Ste R, Sheridan, Wyoming 82801, United States · contact@hanalondon.com

Article 3 – Products

The main characteristics of our products (materials, measurements, colours) are shown on each product page. Photos and illustrations are as faithful as possible but are not contractual. If you're unsure about anything, our customer service is happy to help.

Article 4 – Prices

Prices are shown in the currency of your country: pounds sterling (UK), euros (France, Belgium), Canadian dollars, US dollars or Australian dollars. The total price of your order, including any discount and shipping costs, is shown before you confirm the order. Tracked shipping costs 4.99 in your currency and is free above the threshold shown in our Shipping Policy. Taxes and import duties are handled as described in that policy.

Multi-item offers (for example the Sister Pair, 15% off two outfits) are applied automatically in the cart according to the quantity ordered. We may change our prices and offers at any time; the price that applies is the one shown when you confirm your order.

Article 5 – Orders

To order, you choose your product and colour, check your cart, enter your delivery details, choose a payment method and confirm the order with an obligation to pay. You then receive an email confirming your order. We may cancel an order in the event of an earlier payment dispute, suspected fraud or an obvious pricing error; you are then informed and refunded in full.

Article 6 – Payment

Payment is made online and securely using the methods offered at checkout. Payment details are encrypted and processed by our payment providers; they are never stored by Hana London. Your order is dispatched once payment is confirmed.

Article 7 – Delivery

We deliver to the United Kingdom, France, Belgium, Canada, the United States and Australia. Orders are prepared within 1 to 3 working days, then delivered by tracked shipping in the times set out in our Shipping Policy.

We deliver your order no later than 30 days after it is placed. If delivery is significantly late, you can ask us to deliver within a reasonable extra period; if we don't, you can cancel the order and be refunded. The risk of loss or damage passes to you when you receive the parcel.

Article 8 – Right to cancel

If you live in the United Kingdom or the European Union, you have 14 days from receiving your order to cancel it without giving a reason. To do so, tell us by sending a clear statement to contact@hanalondon.com, for example using the form below. You must then send the item back, to the address we give you, no later than 14 days after telling us. The direct cost of returning the item is paid by you.

We refund all payments received, including the original delivery cost, within 14 days of your request, using the same payment method. We may wait until we receive the item, or proof that you've sent it, before refunding. You may be liable for any loss in value of the item resulting from handling beyond what is needed to establish its nature, characteristics and functioning.

Article 9 – 30-day returns (commercial guarantee)

In addition to the right to cancel, Hana London offers you 30 days from delivery to return your product, even if you've tried it on. The conditions and process are set out in our Refund Policy. This commercial guarantee does not affect the statutory rights below.

Article 10 – Statutory rights

United Kingdom. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are faulty, you can reject them for a full refund within 30 days of delivery; after that, you are entitled to a repair or replacement, and then to a price reduction or refund.

France and the European Union. Products benefit from the legal guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). You have 2 years from delivery to act under the guarantee of conformity, can choose between repair and replacement subject to the cost conditions set by law, and don't have to prove the defect existed during those 2 years. Under the hidden-defects guarantee, you can act within 2 years of discovering the defect and choose between cancelling the sale or a price reduction.

Other countries. Customers living elsewhere keep the equivalent statutory rights provided by the law of their country.

Article 11 – Liability

We are not liable where products are used other than for their intended purpose or against the care instructions on the product page, or where we cannot perform because of force majeure.

Article 12 – Personal data

The data collected when you order is processed in line with our Privacy Policy.

Article 13 – Intellectual property

The Hana London name, logo and all content on the site are protected. Any reproduction without permission is prohibited.

Article 14 – Customer service and complaints

For any question or complaint, write to contact@hanalondon.com. We reply within 2 working days and always look for an amicable solution first.

Article 15 – Governing law and disputes

These Terms are governed by the laws of England and Wales. If you live in another country, you keep the benefit of the mandatory consumer protection rules of your country of residence. In the event of a dispute, you can use a consumer mediator or another alternative dispute resolution service free of charge; if no amicable agreement is reached, the dispute will be brought before the competent courts.

Annex – Cancellation form

(Complete and return this form only if you wish to cancel your order.)

To Hana London, 30 N Gould St Ste R, Sheridan, Wyoming 82801, United States · contact@hanalondon.com:

I hereby give notice that I cancel my contract for the sale of the following goods:
– Ordered on: …………… / received on: ……………
– Order number: ……………
– Customer name: ……………
– Customer address: ……………
– Date: ……………
– Signature (only if this form is sent on paper): ……………