FAQ

FAQs

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Shopping with Hanalluna

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  • Where can I place my order?
    • You can either go to our website (hanalluna.com), WhatsApp us at +60 12-269 2733 (Hotline Number)

 

  • What do I do if there's a problem with my order?
    • You may contact us by WhatsApp at +60 12-269 2733 or just slide into our DM to talk about the issue.

 

  • Can I cancel my order?
    • You will need to call us on our hotline as soon as possible so that we won’t process your order.
    • If it’s too late to cancel your order, we will need to ask you to return the items.

 

  • How do I add an item to my order after checking out?
    • You either need to make a separate order altogether, or you may contact us at +60 12-269 2733.

 

  • I received my order, but one of them is missing. What do I do?
    • We are so sorry for this inconvenience issue. You may contact us by Whatsapp our team at +60 12-269 2733 

 

  • I've received an incorrect item in my order. What do I do?
    • We are so sorry for this inconvenience issue. You may contact us by WhatsApp at +60 12-269 2733 

 

  • I've received faulty item. What do I do?
    • We are so sorry for this inconvenience issue. You may contact us by WhatsApp at +60 12-269 2733 or just slide into our DM to talk about it.

 

  • Can I change my address once my order is placed?
    • Kindly let our team know as soon as possible with purchase information and correct address so we could work on further actions.

 

Shopping with Hanalluna

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  • What payment options do you offer?
    • Online banking (FPX)
    • Manual Bank Transfer / Cash Deposit Maybank
    • Credit & Debit Card (Visa & Mastercard)
      • All our payment gateways capture payments in Malaysian Ringgit. If your card’s currency is other than Malaysian Ringgit, you may be subject to a currency-conversion fee from your card issuer. We recommend consulting your credit card provider for information on any applicable fees.
    • Cash on Delivery
      • Available for selected locations in Malaysia

 

Returns, Exchange & Refund Policy

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  • What is your Returns, Exchange & Refund Policy?
    • Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

  • When do I receive my refund or my exchange once I have returned the item?
    • Refund and exchange will take 3-5 working days.

 

  • What should I do if I have received the wrong item or my item is damaged?
    • You can return the merchandise which you had not ordered or the damaged to us by contacting us by WhatsApp at +60 12-269 2733 or just slide into our DM to talk about it.

 

  • How long does it takes for me to receive my new exchange order?
    • All exchange orders sent back to us via courier will only be processed once we have received the item(s), and we will inspect the returned items to make sure it complies to our returns and exchange policy. Your new exchange order will then be processed and you may expect to receive the updates of your new exchange order from us.

 

Delivery & Shipping

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  • How do I receive my order if I am not home?
    • It is advised that you provide us an address where your behalf could receive the order.
    • Should the parcel of your purchased order is unable to be delivered to you successfully after few attempts, or you do not pick up your order at any nearby location as stated by the carrier, the purchased order may be disposed after stipulated time given.  Therefore, we will not refund you for the total amount that you had spent on your order

 

  • I haven’t received my order.
    • Kindly locate your item by the tracking number given from our team to see the status of your order delivery.
    • You may contact us by WhatsApp at +60 12-269 2733 or just slide into our DM to get the update of your order.

 

Size Guide

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  • How can I figure out my size?
    • Size chart of each clothes are provided in product details.