Customer Care

Loving Your Hanya 

Sizing

Return & Exchange Policy

Shipping

F & Q

Basic Alterations

 

Loving Your Hanya

Hanya strives to create and design high quality, timeless clothing that will never go out of style using the most sustainable materials we can source.

Did you know that up to two-thirds of your clothes’ carbon footprint occurs after you take it home? This means the most crucial part of sustainable fashion is in your hands.

Clothing care is an important chapter in our quest to lead a more sustainable life. Protecting each garment will extend its precious lifecycle, and ensure it will be loved for years to come.

We want you to love and wear your Hanya for as long as it is possible. Here’s what we can recommend on how to care for your Hanya and other garments in general.

  1. Hand Wash
  2. Air Dry
  3. Iron Only When Necessary
  4. Store Properly

 

Hand Wash 

Hand washing is a lot more gentle and can add years to your swimsuit. If you must use a machine, put your swimsuit in a garment bag and use cold water and a gentle cycle to avoid aggravating fibres.

Air Dry

Tumble-drying is a very energy intensive process, not to mention that each tumble makes your clothes prone to tears, rips and fading. Hang/air dry your Hanya in the shade to keep the vibrant colours. 

Iron Only When Necessary

To reduce wrinkles in your laundry, hang up the clothes as soon as you finished washing, and only iron when necessary.

Store Properly

Prolong the life of your clothes by storing them correctly. 

  • Make sure your clothes are clean before storage, as dirt and germs can cause mould and unpleasant odours.
  • Store all clothes in cool and dry space.
  • Do not overfill your wardrobe and carefully fold appropriate items. This will prevent the garments from wrinkling and help them breathe.
  • Use wooden or padded hangers to hang your clothes to protect them from becoming misshapen.

Sizing

INTERNATIONAL SIZING

 SIZE GUIDE AUS US UK CUP SIZE
XS 6 2 6 A
S 8 4 8 A - B
M 10 6 1 B - C
L 12 8 12 C - D

 

 

MEASUREMENTS

 SIZE GUIDE BUST UNDER BUST HIPS LOWER HIPS
XS 77 70 75 83
S 82 75 80 88
M 87 80 85 93
L 92 85 90 98

 

Return & Exchange Policy

Here at Hanya we pride ourselves on the quality of our craftsmanship. All of our products are handmade at our own factory, Sew Happy Bali, allowing us to perform quality control at all production stages. We also do our best to thoroughly check all items prior to shipping.

Return/Exchange Conditions

If you are not satisfied with your purchase due to a manufacturing fault or being shipped an incorrect size, you are entitled to an exchange or refund within 14 days of receipt of goods, provided the following conditions are met:

  • Proof of purchase provided
  • Original tags and any other applicable packaging is still attached
  • Garment is in original condition and have not been altered, used, washed, dry cleaned or damaged
  • Please make sure that swimwear is tried on over your own underwear and that the hygiene sticker remains intact. In the interests of hygiene, we may refuse returns of items where it's obvious that this hasn't been done.

 

Hanya reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

 

Return Shipping Fees

 

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. The shipping for the exchanged goods will be free of charge.

Hanya takes no responsibility for missing incoming deliveries of a return. We suggest you to return your item(s) via registered or traceable postal services of your choice as return parcels remain the responsibility of the customer until received by Hanya. 

We also encourage you to pack your items carefully to avoid further damage, and also double check the package contents, as we cannot be held responsible for items that are sent to us by mistake.

 

Goods Inspection

All goods will be inspected on return by our team for manufacturing faults if reported as such. An item is considered faulty if:

  • Has a problem that would have stopped someone from buying the item if they had known about it;
  • Is unsafe;
  • Is significantly different from the sample or description; or
  • Is substantially unfit for its purpose and can’t easily be fixed within a reasonable time

 

Please note that if you were informed the items were faulty at the time of purchase, you will not be eligible to process a faulty return.

We reserve the right to reject the return if the item does not meet our return policy guidelines. In such event, we will return the merchandise at your expense. You will be required to pay the shipping and all return charges within fourteen (14) days upon notification. Failing this, you shall be deemed no longer interested in the merchandise, and the merchandise shall be disposed of or dealt with in any manner we deem fit, without any liability and/or further reference to you.

 

Product Exchange

If the item you originally ordered is out of stock, you can choose to exchange with any other item. If the exchanged item(s) is of greater value than the original item(s), you must pay the difference. If the exchanged item(s) is of lesser value than the original item(s), no refund for the difference shall be issued.

 

Non Refundable/Exchangeable Items

  • intimates/under garments
  • sale and clearance items

 

Cash Refund

We strictly offer no cash refund. Refunds will be processed within fourteen (14) business days upon successful assessment of returned items.

SHIPPING

Shipping Services

We ship direct from our Hanya Flagship Store in Bali. All orders within Indonesia are shipped using the trackable JNE service.

For international orders we use TNT.

 

Shipping Charges

Shipping charges are non-refundable.

International: USD25 flat rate. The amount in your local currency may change based on exchange rate, and will be added to your total purchase upon check out.

Domestic: shipping fees will be calculated by weight. The total will be calculated automatically upon check out. For a more detailed breakdown, please refer to JNE.

 

Free Shipping

We offer free shipping worldwide for all orders over USD250. 

In response to COVID-19, we are offering free shipping for all domestic orders for a limited time.

 

Timeframe

We operate Monday through Friday (9 am – 5 pm), and Saturday (9 am – 11 am) GMT+8. Payment confirmation received on weekends and Indonesian public holidays will be checked on the next business day. 

Please allow 1 - 2 business days after payment confirmation for us to check your payment, perform quality control of your merchandise and pack your order. Please note if you purchase a Pre-Order item, a minimum 7-10 business days will be added to this timeframe. Orders will be shipped on the next business day after packing. You will be sent a confirmation email with tracking information once your order has been dispatched.

We will be unable to proceed with shipment if the order hasn’t been paid in full. If there is a problem with your payment, our online team will inform you via email.

 

Delivery Estimation

JAKARTA AREA. Estimated delivery time: 1-3 business days after shipment.

OTHER CITIES IN INDONESIA. Estimated delivery time: 2-5 business days after shipment.

INTERNATIONAL. Estimated delivery time: 5-15 business days after shipment.

PLEASE NOTE: Order delivery times are provided by our freight companies as guidelines only, and do not take into account possible delays, payment authorisation, or public holidays. We cannot be held liable for any delay in delivery once the order has been shipped.

 

Tracking

When your online purchase is complete you will receive an email containing your order confirmation, delivery details and tracking information. You can also log into your account and find your tracking details under View Orders. If you have not yet received an email notification, please be assured our online team are most likely still working hard to get your order to you.

 

Shipping Disclaimer

IMPORTANT NOTICE:  Due to COVID-19, shipping to all destinations may be delayed.  Please allow additional time for your order to arrive.

Hanya does not take responsibility for any damaged, lost or stolen parcels or any import duties, customs or taxes placed by the shipping destination country.

Hanya does not take responsibility for loss of merchandise after the courier has delivered the order to the address.

Hanya does not take responsibility if the courier cannot deliver the package in time due to incomplete address, misspelled address or no recipient at the address. For Indonesian customers, please check your JNE shipping code in the “Track Order” links at the top of the page (jne.co.id) and call JNE customer service (021-2927 8888) if any shipping problems arise.

We encourage you to double check your order (size, quantity, color) and shipping details before finalising the purchase.

F & Q

Shopping Online

How do I know if the garment would fit me?

We recommend measuring yourself and comparing the measurements to our size guide which can be found here. If you’re still unsure, we offer basic alterations for our full priced items. Please do not hesitate to contact us as we are always happy to help you.

 

Can I check the stock of a particular style?

All available stock (styles and sizes) in our online warehouse are visible and available for purchase on our website.

Sometimes an article will be available for pre-order. You will see a “Pre-Order” button instead of “Add To Cart”. Pre-order items are made to order and will take approximately 7-10 business days to complete.

 

How can I check the availability of a particular style in one of your stockists?

We have a Live Chat feature on our website, or you can contact us via email.

 

Can I order online to collect at one of your stockists?

Yes. At the moment you can only collect from our flagship store which located in:

Tamora Gallery Jl. Pantai Berawa No.99
Tibubeneng, Kuta Utara
Kabupaten Badung, Bali 80361

All store pick up orders will be free of shipping charges.

 

An item is missing from my order. Who do I contact?

We always perform quality control through all the packing process and do our best to thoroughly check all items prior to shipping.

If you believe there is a problem with your order, please contact us and our friendly team will be right with you.

 

Payment

What payment methods do you accept?

Indonesia:

  • Credit Card: Visa, MasterCard, JCB
  • Bank Transfer
  • BCA KilkPay
  • GoPay
  • Indomaret

International:

  • Credit Card: Visa, MasterCard
  • PayPal

 

Is it safe to use my credit card at your website?

Yes. We Mitrans to provide a secure and reliable payment gateway for online transactions.

 

Shipping

Which countries do you ship to?

We ship worldwide to any countries that our international courier, TNT, ships to.

 

I have put in the wrong address. Can I change it?

Immediately email us and specify your details and order number. We will do our best to rectify the address before shipping however once an order has been dispatched, Hanya is unable to amend delivery location or redirect your order and cannot be held responsible for lost parcels. We encourage you to double check your order (size, quantity, color) and shipping details before finalising the purchase. 

 

How to track my order?

When your online purchase is complete you will receive an email containing your order confirmation, delivery details and tracking information. You can also log into your account and find your tracking details under View Orders. If you have not yet received an email notification, please be assured our online team are most likely still working hard to get your order to you.

 

Returns

Can I return or exchange my order?

Here at Hanya we pride ourselves for the quality of our products. Should you be unsatisfied with your order due to a manufacturing fault or being shipped an incorrect size, you are entitled to an exchange or refund within 14 days of receipt of goods, provided it met the below conditions:

  • Proof of purchase provided
  • Original tags and any other applicable packaging is still attached
  • Garment is in original condition and have not been altered, used, washed, dry cleaned or damaged
  • Please make sure that swimwear is tried on over your own underwear and that the hygiene sticker remains intact. In the interests of hygiene, we may refuse returns of items where it's obvious that this hasn't been done.

 

Hanya reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

 

If the returned goods meet our conditions, you may exchange the order or receive full refund. Please note we will not offer cash refund.  All refunds will be processed via bank transfer.

 

Can I exchange my order with something else?

 

If the item you originally ordered is out of stock, you can choose to exchange with any other item. If the exchanged item(s) is of greater value than the original item(s), you must pay the difference. If the exchanged item(s) is of lesser value than the original item(s), no refund for the difference shall be issued.

 

How long is the return process?

 

Returns will be processed within 14 working days after receiving the returned garment.

 

Can I return sale items?

Unfortunately we do not accept return or exchange for our sale and clearance items.

 

Can I return an online order to a store?

Yes, at our flagship store.

Hanya TRE Store

Tamora Gallery Jl. Pantai Berawa No.99
Tibubeneng, Kuta Utara
Kabupaten Badung, Bali 80361

Basic Alterations

We offer any basic alteration service but not applicable for the promotional items. Return shipping cost will be at your own cost. Therefore, for cost and time wise, we would suggest you to check our size guidelines in order for us to alter your merchandise prior to shipping. Please do not hesitate to contact us for all issues regarding the return and exchange of items, we are always happy to help!
x