FAQ

1. How do I contact customer support?

There are several ways to reach out courteous customer support team.

a. At the bottom right of every page on our website is a widget with a chat bubble icon. This icon will be visible from every page as you scroll down. Press that icon to launch our support, returns and account functions. You can chat with our agents and can continue the conversation via email.

b. You can also reach that same chat widget by clicking "Contact Us" at the footer of every page.

c. Alternatively, you can text us at 855-668-4637 or email support <at> hannah-anna <dot> com.

2. How long do I have to return an item?

We have a 14-day return policy. This means you have 14 calendar days from the date of delivery (based on carrier tracking information) to request a return. To start a refund, return, or exchange, visit: https://hannah-anna.com/apps/redo/returns-portal. Click here to read our full return policy.

We must receive the return package no more than 14 days after you receive the return shipping label.

3. What is Redo?

  • Customers can now opt into Redo returns (at the time of purchase only) to qualify for free unlimited returns or exchanges on that order. Returns and/or exchanges are free and unlimited if done so within the return window and other applicable conditions are satisfied. 

  • Redo costs $2.98 per order ($200 and under) and $3.98 per order (over $200) and also includes package protection in case anything happens during shipment transit.

  • Redo allows you to return for: (1) full refund, (2) store credit, (3) exchange or (4) instant exchange (see return/exchange portal for details).

  • If you did not purchase Redo, you can use our return portal (link) and purchase a return label (using our negotiated rates) or provide your own shipping label (either of these options is referred to as "self-service option") 

4. What are the conditions for a return?

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Certain products will come equipped with a 360 ID Tag, a return authentication system. If your item comes with a 360 ID Tag, the serial number-coded tag must be intact for a return to be accepted.

Click here to read our full return policy.

Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

5. What is 360 ID Tag? Why is it included with some items?

Certain items are equipped with a 360 ID Tag, a return authentication system. If your item comes with a 360 ID Tag, the serial number-coded tag must be intact for a return to be accepted. The ribbon allows for the garment to be tried on. If the ribbon or tag show signs of tampering, it will invalidate our return policy and the return will NOT be accepted. Items returned with an invalidated 360 ID Tag, can be shipped back to the customer at the customer's expense.

We have received feedback from our customers that they want to ensure the items they are purchasing have not previously been worn. We have also come to notice that we have received a disproportionate number of returns which show signs of wear. To guard against this happening, we have attached a 360 ID Tag to some of our items. 

6. How do I start a return?

To start a refund, return, or exchange, visit: https://hannah-anna.com/apps/redo/returns-portal. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. We must receive the return package no more than 14 days after you receive the return shipping label.

Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

7. What should I do if I receive a defective or damaged item?

If you receive a defective, damaged, or wrong item, please inspect your order upon reception and contact us immediately. We will evaluate the issue and make it right.

To start notify us and start the process, visit: https://hannah-anna.com/apps/redo/returns-portal.

Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

8. Are there any items that cannot be returned?

Yes, certain types of items cannot be returned. This includes perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), bodysuits, swimwear, lingerie, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please get in touch with us.

Items marked as "final sale" or "non-returnable" also cannot be returned. 

Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

9. Are there certain returned items for which a refund cannot be issued?

For sale items marked as "Sale - exchanges or store credit only" (or those not marked as "final sale") the only available options are:

  • Exchange for other item(s) on our store
    • Shipping cost (from Hannah Anna to the customer) for the "other item(s)" selected to replace the original item will be paid by the customer. These exchanged items will not be covered by our free shipping policy for orders $150+.
  • Issue store credit

If the customer opted into Redo (on their original order), free return shipping and package protection (from the customer to Hannah Anna) will be included. If not, the customer will pay for the return shipping costs. 

Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

10. Can I exchange an item?

Yes, to start an exchange, visit: https://hannah-anna.com/apps/redo/returns-portal. We have two types of exchanges:

i. Regular exchange: in this type of exchange, the customer will ship back the original item. Once received, inspected, and exchange approved, Hannah Anna will ship out the new item.

ii. Instant exchange: after inputting a form of payment, Redo will place a hold on the amount of the exchanged item. Hannah Anna will fulfill and ship out the new item as soon as possible. Once the original item is received, inspected, and exchange approved, the hold will be released. If the item does not arrive within the expected timeframe or in acceptable condition, the customer will be charged for both the original and new item. If so and desired, the original item can be shipped to the customer, at the customer's expense.

Visit our returns portal for more details https://hannah-anna.com/apps/redo/returns-portal. Our return portal and return policy contain the most up-to-date information and will supersede any information provided herein.

11. What is the refund process?

We will notify you once we've received and inspected your return. If the refund is approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

12. What if I haven't received my refund?

If more than 15 business days have passed since we've approved your return and you haven't received your refund, please contact us at returns@hannah-anna.com.