Question 1

Do you ship nationwide in Malaysia?

Accepted Answer

Yes. Hannahku ships across Peninsular Malaysia and East Malaysia (Sabah & Sarawak). Available destinations and shipping options are shown when you place an order. If your area is not listed or you need help confirming coverage, email care@hannahku.com before ordering.

Question 2

How much does shipping cost?

Accepted Answer

Shipping fees depend on your location, order value, and the courier option selected at checkout. Any free-shipping threshold or promotional rate will be shown clearly before you confirm payment. Shipping fees are calculated at the time of order and are generally non-refundable once the parcel has been dispatched, except where Hannahku has made an error or a product is faulty.

Question 3

Do you ship internationally?

Accepted Answer

At this time, Hannahku primarily fulfils orders within Malaysia. International shipping may be offered for selected campaigns or by arrangement. Please contact care@hannahku.com with your destination and item list, and we will advise whether shipping is available, along with estimated costs and timelines.

Question 4

Can I change my shipping address after ordering?

Accepted Answer

We can usually update your address if the order has not yet been packed or handed to the courier. Email care@hannahku.com as soon as possible with your order reference and the corrected address. Once a parcel is in transit, address changes are subject to courier rules and may not be possible. Hannahku is not responsible for failed delivery caused by an incomplete or incorrect address provided at checkout.

Question 5

Will I receive a tracking number?

Accepted Answer

Yes. Once your order is dispatched, we share tracking details via the contact method used for your order (such as email or WhatsApp). Please allow a short processing window after the “dispatched” update for the courier system to show movement. If you have not received tracking within a reasonable time after dispatch confirmation, contact care@hannahku.com.

Question 6

How long does delivery usually take?

Accepted Answer

As a guide, Peninsular Malaysia orders typically arrive within 2–5 working days after dispatch. East Malaysia orders typically take 5–8 working days after dispatch. These are estimates only and may vary during peak seasons, festive periods, sales events, or courier disruptions. Working days exclude weekends and public holidays.

Question 7

When will my order be processed and dispatched?

Accepted Answer

Orders are usually processed within 1–3 working days after payment confirmation, subject to stock availability. Pre-orders, made-to-order pieces, or high-demand launches may take longer; any extended timeline will be stated on the product page or confirmed with you before fulfilment. Hannahku may cancel and refund an order if an item becomes unavailable after purchase.

Question 8

What if my parcel is delayed or shows no movement?

Accepted Answer

Courier delays can happen. First, check your tracking link and allow 24–48 hours for updates after dispatch. If there is no progress beyond a reasonable period, or if the estimated window has passed, email care@hannahku.com with your tracking number. We will liaise with the courier on your behalf. Hannahku is not liable for delays caused solely by courier partners or circumstances beyond our reasonable control, but we will always help you find a fair resolution.

Question 9

What happens if I miss the delivery?

Accepted Answer

Couriers typically leave a notice or attempt redelivery according to their standard process. Please follow the instructions on the notice or tracking page. If a parcel is returned to us as undeliverable, we will contact you. Reshipping may incur an additional shipping fee. Orders returned due to an incorrect address, failed contact, or unclaimed parcels may be refunded less original shipping and any return-to-sender costs, at Hannahku’s discretion.

Question 10

Can someone else receive my parcel on my behalf?

Accepted Answer

Yes. Anyone at the delivery address may accept the parcel. Please ensure the address and contact number are accurate so the courier can reach someone on delivery day. Once a courier records successful delivery to the stated address, the order is considered delivered.

Question 11

What is your return and exchange policy?

Accepted Answer

We want you to love your Hannahku piece. Unworn, unwashed items in original condition — with all tags attached and in original packaging — may be eligible for exchange or refund within 7 days of the delivery date. Returns are subject to inspection and approval. Please email care@hannahku.com before sending anything back; unauthorised returns may not be accepted.

Question 12

Which items cannot be returned?

Accepted Answer

For hygiene and quality reasons, we cannot accept returns of items that have been worn, washed, altered, stained, damaged by the customer, or returned without tags or original packaging. Final-sale, clearance, and clearly marked non-returnable promotional items are also excluded unless the product arrives faulty or incorrect. Gift cards and personalised items (if offered) are non-returnable.

Question 13

How do I start a return or exchange?

Accepted Answer

Email care@hannahku.com within 7 days of delivery with your order reference, product name, reason for return, and clear photos of the item (and tags). If your request is approved, we will send return instructions. Please do not post items back until you receive confirmation. Return shipping is generally the customer’s responsibility unless the item is faulty, incorrect, or Hannahku’s error — in which case we will arrange a prepaid return or reimburse reasonable return postage as advised by our team.

Question 14

What if my order arrives damaged, defective, or wrong?

Accepted Answer

We are sorry — please contact care@hannahku.com within 48 hours of delivery with your order reference, photos of the outer packaging, product labels/tags, and the issue. Approved cases are typically resolved with a replacement (subject to stock) or a refund. Do not discard the packaging until we confirm next steps. Claims submitted late, without supporting photos, or for damage caused after delivery may not qualify.

Question 15

When will I receive my refund?

Accepted Answer

Once we receive and inspect your returned item, approved refunds are typically processed within 7–14 working days to the original payment method. Banking or e-wallet timelines may add a few extra days. Original outbound shipping fees are generally non-refundable unless the return is due to Hannahku’s error or a faulty product. Partial refunds may apply if items are returned incomplete or not in resaleable condition.

Question 16

Can I cancel my order?

Accepted Answer

You may request cancellation by emailing care@hannahku.com as soon as possible. Orders that have not yet been packed or dispatched can usually be cancelled and refunded in full. Once an order is in packing or with the courier, cancellation may no longer be available — in that case, our standard return policy applies after delivery. Hannahku may cancel orders in cases of pricing errors, suspected fraud, payment failure, or stock unavailability, with a full refund of amounts paid.

Question 17

Which payment methods do you accept?

Accepted Answer

Accepted payment methods are shown at checkout and may include major cards, selected e-wallets, and online banking, depending on our payment partners. For assisted orders via WhatsApp or social channels, our team will confirm the payment options available for your order. Hannahku never asks customers to share full card PINs or one-time passwords outside official payment pages.

Question 18

When is my payment charged?

Accepted Answer

Payment is collected when you place and confirm your order, unless a pre-order or instalment option is expressly stated. An order is only confirmed once payment is successfully received. Unpaid or failed payments may result in automatic cancellation without further notice.

Question 19

Is payment secure?

Accepted Answer

Yes. Payments are processed through reputable third-party payment providers. Hannahku does not store your full card details on our servers. Always complete payment only through the official checkout or payment link we provide. If anything looks unusual, pause and email care@hannahku.com before paying.

Question 20

I was charged but did not receive an order confirmation. What should I do?

Accepted Answer

Please check your spam or junk folder first, then email care@hannahku.com with your full name, payment proof (amount, date, and reference), and contact number. Do not make a duplicate payment until we confirm the status of the first transaction. Valid duplicate charges will be refunded after verification.

Question 21

Do you offer price matching or honour old prices?

Accepted Answer

Prices, promotions, and discounts are as displayed at the time of purchase and may change without notice for future orders. We do not generally price-match competitor sites or retrospectively apply a later discount to an earlier order, unless a specific promotion terms state otherwise. Pricing errors may be corrected; if an obvious error occurs, Hannahku may cancel the order and issue a full refund.

Question 22

How should I care for my Hannahku shawl?

Accepted Answer

For most Hannahku shawls, we recommend gentle hand washing in cold water with a mild detergent. Avoid wringing, twisting, or scrubbing harshly. Reshape and dry flat away from direct sunlight and heat. Always check the care label on your specific piece, as fabrics may differ by collection.

Question 23

Can I machine-wash or tumble-dry my shawl?

Accepted Answer

We advise against tumble-drying. Machine washing is generally not recommended unless the care label expressly allows a gentle cycle in a laundry bag. Improper washing, bleaching, ironing on high heat, or tumble-drying may damage the fabric and is not covered under our returns policy for wear-and-care issues.

Question 24

How do I remove wrinkles or store my shawl?

Accepted Answer

Use a low-heat iron with a pressing cloth, or light steam held at a safe distance — never press directly on delicate finishes if the label advises against it. Store clean shawls folded in a cool, dry place. Avoid hanging heavy wet fabric, which can stretch the drape. Keep away from sharp jewellery and rough surfaces that may snag fibres.

Question 25

Will the colour match the photos exactly?

Accepted Answer

We photograph our pieces carefully, but colours can appear slightly different on different screens and under different lighting. Fabric texture and drape are best appreciated in person. Slight shade variation between dye lots can also occur and is not considered a defect. If you receive an item that is clearly the wrong colourway from what you ordered, contact care@hannahku.com within 48 hours of delivery.

Question 26

Where can I get more styling or fabric advice?

Accepted Answer

Explore our Journal for care and styling notes, or write to care@hannahku.com with your question. Share the product name if you can — we are happy to guide you toward the fabric and finish that suits your daily wear.

Answers, written for you.

Shipping

Delivery

Returns

Payment

Care Guide

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A note on our policies