1. Ordering and Payment

Q: How can I place an online order?

A: To place an order, browse our collections and select the items you wish to purchase. Add them to your cart and proceed to checkout. Follow the on-screen instructions to enter your shipping and payment details. Once completed, you'll receive an order confirmation email.

Q: Can I modify or cancel my order after it's been placed?

A: Orders are processed promptly to ensure timely delivery. If you need to modify or cancel your order, please contact us immediately at shop@hanwenstudio.com. While we’ll do our best to accommodate your request, we cannot guarantee changes once the order has been processed.

Q: What payment methods are accepted?

A: We accept major credit cards, including American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, and Visa.

Q: Is it possible to place an order over the phone?

A: Currently, we do not accept phone orders. Please place your orders directly through our website for a secure and efficient checkout experience.

Q: Can I split my payment or use installment plans?

A: Yes! We offer Klarna, Afterpay, and Shop Pay, allowing you to split payments into interest-free installments.

Q: Do you offer a price adjustment if I buy today and the price drops later?

A: Our products typically do not undergo sudden price drops, so you shouldn’t have to worry about unexpected changes. However, we do offer a special welcome discount of 10% off for customers who sign up for our mailing list. If you're interested, scroll down to the footer of the page to subscribe. Once you've signed up, you'll receive a discount code via email.

Q: Can I combine multiple orders into one shipment to save on shipping?

A: For U.S. orders, shipping is free, so there’s no need to combine shipments to save on costs. For international orders, you can request a combined shipment by emailing shop@hanwenstudio.com within 24 hours of placing your order. We’ll do our best to arrange this for you. If you’ve already been charged multiple shipping fees for international orders, we will process a refund for the extra shipping costs if your order is successfully combined. The refund should be credited back to your bank within 10 business days.

Q: Do you offer a referral program or rewards for repeat customers?

A: Yes! We offer an affiliate program, allowing customers to promote our products and earn a 10%-15% commission. Additionally, if you're subscribed to our email list, you'll receive an invitation to our VIP sales event for repeat customers, held every two years during Thanksgiving.

2. Shipping and Delivery

Q: What shipping options are available, and what are the costs?

A: We offer complimentary standard shipping within the U.S. via USPS, UPS, or FedEx, with an expected delivery time of 2-4 business days.
For international orders, shipping is available at a flat rate of $15 via DHL or UPS Express, with delivery expected in 4-7 business days.

Q: How can I track my order?

A: Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number and link to track your package.

Q: Do you ship internationally?

A: Yes, we ship worldwide! Please note that international customers are responsible for any applicable customs duties and taxes. Duty rates vary by country and can typically be found through an online search or by checking with your local customs office.

Q: Are there any shipping restrictions on certain products?

A: Currently, we do not have any specific shipping restrictions on our products. However, please ensure that your shipping address is a physical residential or business address, as we cannot ship to P.O. Boxes.

Q: Is there a way to get my order faster?

A: For U.S. orders, the fastest shipping option is overnight shipping for $70, which is not complimentary like standard shipping.
For international orders, we currently offer only standard shipping.

Q: Can I pick up my order instead of having it shipped?

A: Unfortunately, we do not offer in-store pick-up for online orders at this time. All purchases are shipped directly to you via your chosen shipping method. For the fastest delivery within the U.S., we offer overnight shipping.

Q: If I order multiple items, will they ship together?

A: 99% of the time, if you order multiple items from HANWEN Studio, we will do our best to ship them together in one package. However, if any items require separate shipments due to availability or logistics, we will notify you with tracking details for each shipment.

Q: Do you offer gift wrapping or direct shipping to gift recipients?

A: Yes! At HANWEN Studio, we believe in providing not just luxurious products but also an exceptional shopping experience. Every order is professionally gift-wrapped by default, whether it's a gift or not, and can be shipped directly to any address you enter at checkout. However, we currently do not offer custom gift messaging. We appreciate your understanding!

3. Returns and Exchanges

Q: What is your return policy?

A: We accept returns for store credit within 5 business days of receiving your order. Items must be new, unused, unworn, unwashed, and unaltered, with all original HANWEN Studio tags attached.
Please note that we do not accept returns or exchanges on sale items or items purchased with discount codes or store credit.

Q: How do I initiate a return or exchange?

A: To initiate a return or exchange, email us at shop@hanwenstudio.com to obtain a Return Authorization (RA) number. Please include your reason for return and whether you’d like an exchange. Once you receive the RA number, clearly write it on the outside of your return package and send it to:

HAN WEN STUDIO Inc.
Attn: Returns Dept.
400 W 37th St, #15W
New York, NY 10018

Q: Are there any items that cannot be returned or exchanged?

A: Yes, we do not accept returns or exchanges on:

• Sale items
• Items purchased with discount codes
• Items purchased with store credit

Q: Is there a fee for return shipping?

A: Return shipping costs are the responsibility of the customer unless the return is due to a fault in the garment. Customers are also responsible for shipping costs on exchanges.

Q: What if I miss the return window—can I still do anything?

A: We require items to be returned within 5 business days from receipt of your order to be eligible for store credit. Unfortunately, we cannot process returns or exchanges beyond this window.

Q: How long do I have to use my store credit after a return?

A: Store credits issued by HANWEN Studio never expire, so you can use them at your convenience.

 

4. Product Information and Care

Q: How can I ensure the authenticity of HANWEN Studio products?

A: To guarantee authenticity, please purchase products directly from our official website or from authorized retailers.

Q: What size should I order?

A: We provide detailed size guides on our product pages to help you choose the right size. If you need further assistance, feel free to contact us at shop@hanwenstudio.com.

Q: How should I care for my HANWEN Studio items?

A: Care instructions are included on either the product's label or tags. For general guidelines, refer to the product care section on our website or contact us for specific inquiries.

Q: Do you offer repair services?

A: Currently, we do not offer repair services. However, if you experience an issue with a product, please contact us to discuss possible solutions.

5. Account and Newsletter

Q: What are the benefits of creating an account?

A: Creating an account allows you to:
✔ Track orders
✔ Manage shipping and billing addresses
✔ Access your order history
This helps streamline your shopping experience!

Q: How can I subscribe or unsubscribe from the newsletter?

A: To subscribe, enter your email address in the newsletter sign-up section on our website.
To unsubscribe, click the "unsubscribe" link at the bottom of any newsletter email or contact us at shop@hanwenstudio.com.

Q: How do I reset my account password?

A: If you’ve forgotten your password, click on the "Forgot Password" link on the login page and follow the instructions to reset it.

6. Contacting Customer Service

Q: How can I contact HANWEN Studio customer service?

A: You can reach us by email at shop@hanwenstudio.com for any customer service inquiries.

Q: What are your customer service hours?

A: Our customer service team is available during normal business hours, Monday through Friday.

Q: Do you offer live chat support?

A: Not at the moment. However, our chat function is powered by ChatGPT, which continuously learns and updates with our latest policies, including shipping, product details, and recommendations.
Try asking it a question—you might be surprised at how helpful it is! If you need further assistance, you can always reach out to our customer service team by email at shop@hanwenstudio.com, and we will respond as soon as possible.

Q: How do I know if an item will sell out soon?

A: We believe in sustainable fashion, so our brand does not participate in mass production. While we cannot disclose exact stock numbers, all our pieces are limited-edition. If you see something you love, we recommend ordering it soon before it sells out!

Q: What does HANWEN stand for as a brand?

A: Our brand philosophy is displayed on our website's homepage:

We design for the modern individual who values both function and beauty.
Our creations balance practicality with romance, blending Asian and Western aesthetics while harmonizing contemporary sensibilities with nostalgic storytelling.
With precise craftsmanship and carefully chosen materials, we deliver timeless handbags and clothing that are both global and intimate.

Q: How often do you release new collections?

A: We typically release four collections per year, featuring handbags, clothing, or both.
Follow us on Instagram @hanwen to stay updated on new arrivals in real time!

Q: Do you collaborate with influencers or designers?

A: Yes! We collaborate with influencers through Instagram. If you're interested, follow us @hanwen and send us a DM with your collaboration proposal—we’ll get back to you as soon as possible! You can also sign up for our affiliate program to earn commissions by promoting our brand and driving sales.

Q: Do you have a loyalty program for returning customers?

A: Not at the moment, but we host VIP sales for returning customers every two years during Thanksgiving. To receive a notification, simply enter your email at checkout.

7. Privacy and Data Protection

Q: How is my personal information used?

A: We collect personal information to process transactions, manage orders, and send updates about our store and products (if you've opted in).
For detailed information, please refer to our Privacy Policy.

Q: How can I contact the Data Protection Officer (DPO)?

A: For privacy-related inquiries, please contact us at shop@hanwenstudio.com or mail us at:

Han Wen Studio
400 West 37th Street, #15W
New York, NY, 10018
United States

We are committed to protecting your personal information and ensuring your privacy.