FAQ

REGISTRATION

Do I need to register to place an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest.

Our sign-up process is fast, easy and will save you plenty of time for future purchases. Your shipping and billing information will be saved for future purchases, so you don't have to enter again. You can add items to your shipping cart and proceed with your order later. Your cart will be saved for a later time. All cart times are still subject to availability upon checkout. 

ORDER

How do I know which size I choose?

Size charts are available at every product page. Feel free to message us for any size or fitting clarifications. 

Can I modify or cancel my order?

Once an order has been placed it cannot be modified or cancelled. 

How long does it take for my orders to be processed?

Please allow 1-3 business days for processing of orders.

How do I know the status of my order?

Customers will receive status updates via email. Registered users may view the status of their orders via the My Account page.

PAYMENT

What payment methods do you accept?

Our site and all payment channels are safe and secure.

We accept payments via:

  • Paypal (Philippines & International)

  • Credit cards via PayMongo (Philippines & International)

  • Gcash via PayMongo (Philippines)

  • Online bank transfer via Swiftpay (Philippines)

  • Cash on Delivery (Philippines)

What other charges do I have to pay for?

Local (Philippines) and International orders will be charged with shipping fee. Custom duties, clearance and taxes shall be shouldered by the customers and are not included in the order billing.

SHIPPING

What are the shipping options you offer?

We ship nationwide (Philippines) via Ninja Van. Shipping rates will vary depending on your location and on the weight of the product purchased.

We ship internationally via DHL Express for door-to-door deliveries worldwide. Shipping rates vary depending on your location and weight of the parcel. A handling fee will be charged. 

Shipping couriers require your mobile number, which is why it is requested during checkout. 

What is the delivery lead time duration?

Shipping lead time depends on the transportation capacity of the logistics company.

The estimated time frame for the different areas are:

Philippines: 

- 2 to 3 days for Metro Manila 

- 3 to 5 days for Luzon 

- 5 to 10 days for Visayas & Mindanao

International:

- DHL Express Global teams ensure fast delivery with end-to-end tracking and customs clearance.

- It will usually take 2-7 working days to deliver.

How do I track my package after it has been shipped?

You will receive an email confirming shipment and will include tracking information from the courier.

Keep your lines open, couriers will be contacting you upon delivery.

REFUND / RETURN

I received a wrong / damaged / incomplete product.

Products purchased from our HANFORD website may be refunded within 7 days upon receipt of the items under the following conditions:

  • Customer received a wrong product (wrong size, color, model, etc)

  • Customer received a damaged product

  • Customer received an incomplete product

Customers are entitled to a refund if there is a missing / defect / damage in the quality of the product. Customers must submit a photo of the concerned item for refund.  Please email us at hanfordph@gmail.com to facilitate a refund.

Can I return or exchange my items purchased?

Due to hygienic purposes, HANFORD reserves the right to refuse return or exchange of items already opened and not damaged, worn, and used.

Can I return it to your stores at the mall or similar places?

Our store in the department stores cannot and will not accommodate returns or exchanges for items purchased via our website.