FAQ – Frequently Asked Questions

FAQ – Frequently Asked Questions

Last updated: 14 November 2025

Here you’ll find answers to the questions we receive most often about our products, orders, shipping and customer service.
If you need more help, you can always contact us at: support@hana-cosmetics.com

1. When will I receive my order?

Orders are usually processed within 1 to 3 business days (Monday to Friday, excluding public holidays).

Once your parcel has been shipped, average delivery times are:

  • European Union: around 6–12 business days

  • Non-EU Europe & International: around 7–15 business days

Please note that delivery may take a little longer during busy periods such as sales, Black Friday or the holiday season.

2. Where do you ship from?

We ship from our international fulfilment centres, depending on stock availability and destination:

  • Our main logistics hub is located close to our partner laboratories in Asia

  • For some destinations, parcels may be prepared and dispatched from European warehouses when stock is available

The shipping origin does not affect customs compliance: all products are formulated in certified Korean laboratories and approved for the EU market.

3. Do you ship worldwide?

We offer shipping to most countries in Europe and to selected international destinations.

Availability and shipping options are shown at checkout. For more details about destinations, costs and delivery times, please refer to our Shipping Policy.

4. Will I receive a tracking number?

Yes. As soon as your order has been dispatched, you will automatically receive a shipping confirmation email with:

  • The name of the carrier

  • Your tracking number

  • A link to follow your parcel online (where available)

If you do not see this email, please check your spam folder or contact us at support@hana-cosmetics.com.

5. My order is late – what should I do?

If your parcel seems delayed, we recommend that you:

  1. Check the tracking link to see the latest status

  2. Verify that the shipping address you provided is correct

  3. Allow a few extra days during peak periods or in case of customs checks

If the tracking information has not moved for more than 5 business days, or if your order has still not arrived after the maximum estimated time, please email us at support@hana-cosmetics.com with your order number.
Our team will investigate with the carrier and keep you updated.

6. I received a damaged or incorrect item – what now?

We are genuinely sorry if this happens.

Please contact us within a reasonable time after delivery at support@hana-cosmetics.com, including:

  • A photo of the product and the outer packaging

  • Your full name and order number

  • A short description of the issue (damaged, leaking, wrong item, etc.)

After verification, we will offer an appropriate solution in line with our policies (replacement, partial refund, or voucher, depending on the case).

7. My order arrived incomplete – is this normal?

In some cases, your order may be split into several parcels (for example, depending on stock location or product availability).

If a product is missing:

  • Check the tracking information to see if another parcel is on its way

  • Verify your shipping confirmation email – it may contain several tracking numbers

If you still have questions, contact us at support@hana-cosmetics.com and we will verify the situation for you.

8. Can I change or cancel my order after placing it?

We can modify or cancel an order only if it has not yet been processed or shipped.

If you wish to update your address, change an item or cancel your order, please email us as quickly as possible at support@hana-cosmetics.com, indicating your order number and your request.

Once the parcel has been handed over to the carrier, changes are no longer possible. You may still make use of your right of withdrawal, where applicable, as described in our Returns and Refunds Policy.

9. What is your return and refund policy?

If you are a consumer in the European Union, you generally have 14 days from the day after receipt to exercise your right of withdrawal, subject to the legal conditions and to our internal policies.

To be eligible for a refund, returned items must:

  • Be unused and in their original condition

  • Be returned in their original packaging with any protective seals intact

  • Be suitable for resale

For hygiene and health-protection reasons, cosmetic products that have been opened, unsealed or used cannot be refunded, except in cases of proven defect or non-conformity.

You will find all the details (return procedure, costs, refunds) in our dedicated Returns and Refunds Policy.

10. Are Hana Cosmetics products suitable for sensitive skin?

Our formulas are designed to be as gentle as possible:

  • Up to 98% naturally derived ingredients (depending on the product)

  • Dermatologically tested

  • Developed with sensitive skin in mind

However, every skin is unique. We always recommend doing a patch test behind the ear or on the inside of the arm 24 hours before first use, especially if your skin is reactive or if you are prone to allergies. If irritation occurs, discontinue use and consult a healthcare professional.

11. Are Hana Cosmetics products cruelty-free and vegan?

  • Our products are cruelty-free: we do not test our cosmetics on animals, in line with EU regulations.

  • Some formulas may contain ingredients of animal or marine origin (for example, certain forms of collagen).

If you follow a vegan routine, we recommend that you carefully read the full ingredient list (INCI) on each product page and packaging, or contact us for more information.

12. Are your products really made in Korea?

Yes. Hana Cosmetics is inspired by K-beauty expertise:

  • Our formulas are developed in certified laboratories in South Korea

  • Each product is tested and approved for the EU market, in compliance with European cosmetic regulations

  • We combine Korean innovation with European quality and safety standards

13. Can I buy Hana Cosmetics in a physical store?

At the moment, Hana Cosmetics is available exclusively online via our official website www.hana-cosmetics.com.

This direct-to-consumer model allows us to:

  • Offer premium formulas at fair prices

  • Control our supply chain

  • Maintain a close relationship with our community

If this changes in the future (pop-ups, retail partnerships, etc.), we will announce it on the Website and via our newsletter.

14. How can I contact customer service and stay updated?

Our customer service team is here to help you with any question regarding products, orders or skincare routines.

To stay informed about new launches, exclusive offers and skincare tips:

  • Subscribe to our newsletter at the bottom of the Website

  • Follow Hana Cosmetics on your favourite social platforms (Instagram, TikTok, etc.)

If you still have a question that is not covered here, send us a message at support@hana-cosmetics.com — we’ll be happy to assist you.