Frequently Asked Questions
Purchase
Which payment methods do you accept?
We accept a range of secure payment methods:
Digital Wallets:
• Shop Pay (Shopify’s fast checkout)
• Apple Pay
• Google Pay
• PayPal
Credit & Debit Cards:
• Credit Cards (Visa, Mastercard, American Express, etc.)
Bank & Direct Payment Services:
• iDEAL
• Bancontact
• Sofort
Do I need an account to place an order?
No account needed, but having one makes future orders quicker and easier. Your details are saved for next time, and you’ll have a handy overview of your order history. Plus, we’ll keep you in the loop on new drops and exclusive deals.
I didn’t get a confirmation email. What now?
First, check your spam or junk folder, it might have landed there. Still nothing? There’s a chance your email address was entered incorrectly at checkout. Just reach out to our customer support (support@hoannen.com), and we’ll help sort it out.
I received a damaged item. What now?
If your item arrived damaged, whether during shipping or due to a production issue, please contact us right away at support@hoannen.com. Be sure to include photos of the damage so we can assist you quickly.
My order is missing items. What do I do?
If something is missing from your order, send an email to support@hoannen.com. Include your order number and a brief description of the issue, we’ll sort it out as soon as possible.
I entered the wrong shipping address. Can I fix it?
Mistakes happen! If you entered the wrong address, get in touch with us immediately (support@hoannen.com). We’ll do our best to adjust it before it ships. However, once it’s been processed, changes are no longer possible, and delivery might be delayed.
Can I cancel my order after placing it?
If you’ve just placed your order and need to cancel, contact us right away at support@hoannen.com. Please note: once your order is picked and on your way, we can no longer make changes or cancel it.
Can you help with orders from other stores or platforms?
We can only assist with orders placed through our official webshop. For purchases made elsewhere, please contact the store or platform directly.
Shipping & return
Do you charge for shipping?
Shipping is free within all European countries, no extra costs for delivery.
Do you ship worldwide?
At the moment, we do not offer worldwide shipping. But hang tight, it’s coming soon!
When can I expect my order?
Good question! We all want our orders as soon as possible. All orders are dispatched from a warehouse in the Netherlands. The package will be send within 3-5 business days. This timeframe refers only to dispatch, not the delivery time when it arrives. Delivery times may vary depending on the courier and your location. Please also keep in mind that national holidays may cause delays in shipping and delivery.
When will I receive tracking information?
As soon as your order has been shipped, you’ll receive a shipping confirmation with your Track & Trace code via email. If you don’t see it, check your spam folder or contact us at support@hoannen.com.
I received a damaged item. What now?
If your item arrived damaged, whether during shipping or due to a production issue, please contact us right away at support@hoannen.com. Be sure to include photos of the damage so we can assist you quickly.
Can I return sale items?
Yes, sale items can be returned if they meet our return policy. You have 14 days to return them. Once we’ve received and approved the return, we’ll refund the purchase using your original payment method. Return shipping costs are not covered by us.
How long does a refund take?
After we receive your return, please allow up to 7 business days for processing. You’ll get an email confirmation when your refund has been issued.
During busier times like holidays or sale periods, processing may take a bit longer.
Clothing
How do I care for my Hoannen clothing?
To keep your pieces looking their best:
• Always follow the care label instructions.
• Wash with cold or lukewarm water (max 30°C).
• Use mild detergent; skip the softeners.
• Wash inside out to protect prints/embroidery and fabric.
• Wash colours of similar shades together. Do not bleach, do not tumble dry,
• Iron on low heat and avoid prints/embroidery directly.
With the right care, your clothing will last longer.
Which size should I choose?
Great question! After all, we want to reduce returns together. Some of our styles are true to size, like a regular fit. While others are designed with an oversized fit. To help you find your best fit, check the size chart provided on the product page.
Will sold-out items be restocked?
We aim to restock popular items as quickly as possible. Just sign up for a restock alert on the product page, and we’ll send you an email once it’s available again.
Contact
How do I reach customer support?
You can contact us via:
Phone: 085 - 060 1385
Email: support@hoannen.com
Interested in collaborating with Hoannen?
We love teaming up with content creators, influencers, and like-minded brands. Got an idea? Email your proposal to sales@hoannen.com and we’ll get back to you if there’s a fit.