FAQ - ENG


SHIPPING

When will my order be shipped?

Your items will be packed and sent within 3 working days after you complete your order, unless notified otherwise by hana-karim.com.

When will my order arrive?

The shipping times vary depending on your country. If you are ordering from Slovenia, it usually takes 2 working days after the package is sent, to arrive at your chosen address. For orders within Europe it takes about 1 to 2 weeks for your order to arrive, for the rest of the world, up to 4 weeks.

How much does the shipping cost?

Shipping costs depend on your location and the weight of the package. When you place your items in the cart and proceed to checkout, shipping cost will be automatically calculated based on these two variables.

Do you offer free deliveries?

Currently we are not offering a free delivery option, but lookout for possible special offers that may include this option.

Can I pick up the items myself?

Yes! If you happen to be in Ljubljana you can place your order online and pick it up yourself at Pražakova ulica 12, 1000 Ljubljana.

 

ORDERS

Can I cancel my order?

If you haven’t completed your order yet, you can cancel it anytime by simply removing the selected items from your cart. If you already completed your order and want to cancel it, please send us an email to info@hana-karim.com immediately! If your order hasn’t been shipped already, we will cancel your order and refund you your money. If your order has already been shipped and is on its way, you will have to wait for your order to arrive and then send it back at your cost. The return address is: HANA KARIM, Pražakova ulica 12, 1000 Ljubljana, Slovenia. We will refund your money within 2 weeks (without the shipping costs) to your account when the items return back to our studio undamaged. If the items arrive damaged, you are not eligible for refund.

My order has arrived but it is not what I expected. Can I return it?

You can return your order within 14 days from receiving it. If you want to do so, please send as an email first to info@hana-karim.com and notify us about it. You will have to arrange the shipping yourself and also cover the cost yourself. The return shipping address is: HANA KARIM, Pražakova ulica 12, 1000 Ljubljana, Slovenia. We will refund your money within 2 weeks (without the shipping costs) to your account when the items return back to our studio undamaged. If the items arrive damaged, you are not eligible for refund.

I received a damaged item. What do I do?

We are very sorry to hear that! Please send us an email to info@hana-karim.com and tell us all about it, the more details you provide to us, the better. Please, take a photo of your damaged item and attach it to your email. If the box, containing your item, is also damaged, please take a photo of it too and send it to us. Please, do not forget to include your order number. If that is the case we will work towards finding a better solution for shipping our products. After we receive your email, we will review it and refund your money (without the shipping costs) within 2 weeks. You won’t have to send back the item, unless we ask you to.

I received my order but the items are not the same to the ones I ordered.

Oops! It might happen that we shipped the wrong items, we are very sorry. Please, check your receipt again and check if the items on the list don’t match the ones you received. If you are sure that we’ve made a mistake, please send us an email to info@hana-karim.com. Please include your order number and a photo of the received items. If you still like what you got, that is great. We will simply change our inventory and you won’t have to do a thing. If you would like to replace the items for the ones you ordered, you will have to return your item(s) back to us and place a new order. The return address is HANA KARIM, Pražakova ulica 12, 1000 Ljubljana, Slovenia. We just hope the items you wanted are still available! We will return your money when we receive the products back, but only in the case they are not damaged.

I received my order, but I would like to replace some items.

If you don’t like some item(s) you’ve ordered and received, you can send them back to us and place a new order. Please, send us an email to info@hana-karim.com and notify us about it first. You will have to arrange the shipping yourself and also pay for it. When we receive the items back, we will return your money, but not the shipping costs. The items should be returned to HANA KARIM, Pražakova ulica 12, 1000 Ljubljana, Slovenia. If the items return to our studio damaged, you are not eligible for return.