FREQUENTLY ASKED QUESTIONS

ORDER

WHAT IS THE STATUS OF MY ORDER?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

We reserve the right not to deliver if the stock level was incorrect when receiving the order. Should we be unable to deliver, we will contact you and allow you to cancel the order.
By approving these terms & conditions and confirming your order, a binding agreement is entered into.

CAN I CHANGE/DELETE MY ORDER?

We can only change or delete orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes or to delete your order, please contact us as soon as possible at shop@hansengarments.com

It's been a long time since i ordered, and my package is still not here

In case you haven’t received your order later than two weeks, please contact us immediately at shop@hansengarments.com.

SHIPPING AND TRACKING

WHERE DO YOU SHIP? 

We ship worldwide. You will receive your order via UPS, GLS and DHL home delivery.

WHAT ARE YOUR SHIPPING RATES?

Our shipping rates are based on location delivery:

Denmark: EUR 10
Europe/EU: EUR 15
Rest of the world: EUR 25.99

 

We offer free shipping in the following conditions:

Within Denmark: on orders above EUR 200
Within Europe/EU: on orders above EUR 300
North American Countries: on orders above EUR 400
Rest of the World: on orders above EUR 650

From time to time we offer limited free shipping discount codes as well. Keep coming back to get lucky!

How long does it take to ship my order?

Once you've placed your order, it usually takes 1-3 working days to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are the following:
Denmark: 1-2 working days
Europe/EU: 2-5 working days.
Rest of the World: 3-5 working days.

HOW CAN I TRACK MY PACKAGE?

All of our packages have a tracking number so that they can be traced. An email containing the tracking number will be sent to you upon shipping of the order.

The delivery company ( UPS, GLS, DHL) might send you follow up emails to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

I DID NOT receive my tracking info.

Sometimes the email goes automatically to the spam folder, please check it there.

WHAT HAPPENS IF I AM NOT HOME ?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

WILL I PAY TAXES FOR INTERNATIONAL SHIPPING?

Deliveries outside Europe might have to pay custom import taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer the to website of the delivery partner handling your delivery.

PAYMENT AND PRICES

WHAT PAYMENT METHODS DO YOU ACCEPT?

You can purchase on our website using a debit or credit card:

Visa, Visa Dankort, Visa Electron , MasterCard , Maestro, JCB, Dankort, American Express

We additionally offer support for Paypal, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

 

When paying by card you will be asked for the card number, its period of validity and the CVC code. We use a security standard called 3D-Secure developed by VISA and MasterCard. All information is encrypted using SSL encryption, which prevents unauthorised access to card details. We do not store card numbers after the transaction has been completed.

WHICH CURRENCY WILL I BE CHARGED IN?

You can pick your location and currency, while browsing the website. You will be charged in the currency you see and check out with.

CAN I SHOP TAX FREE?

Our displayed prices within EU include Danish VAT of 25%. Prices do not include service, payment or delivery charges.HANSEN retains the right to change prices at any time.


If you are shopping outside the EU zone, you can enjoy tax free prices. Our shop will automatically show you the tax free amounts.

Local taxes: Please note that local charges (customs duty, sales tax) can occur, depending on your region and local customs duties. These charges are at your own expense and usually are paid through the delivery company.

RETURN AND REFUND

WHAT IS YOUR RETURN POLICY?

We do accept returns in respect to the following conditions:

- Purchases can be returned for a refund within 14 days of receipt of goods.
- The item must have been sold on our online store
- The item shouldn't have been used in any way: you have the right to open the package to check your goods, but products must be returned unused. All original packaging with pricing, labels, hangtags etc. must be intact. No effects such as tape or adhesive are to be attached to the product or the packaging.

 
Returns that do not comply with the above listed criteria will not be refunded. Please note that you are responsible for the product until it reaches us, so send the package with a traceable service so it can be located. Return shipment is not covered by HANSEN Garments.
 

To ask for a return, please contact our as soon as possible on shop@hansengarments.com

CAN I EXCHANGE AN ITEM?

We do accept exchanges and they follow the same conditions as returns.

If you wish to exchange an item for another colour or size then place an order for the new item and return the original. The purchase price of the original item will be refunded upon receipt and inspection.

 

Returns that do not comply with the above listed criteria will not be refunded. Please note that you are responsible for the product until it reaches us, so send the package with a traceable service so it can be located. Exchange shipment costs are not covered by HANSEN Garments.

 

WHEN CAN I EXPECT MY REFUND?

Returns and exchanges are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return. You will be refunded for the value of the product(s), credited to the original method of payment.

WARRANTY AND PRODUCTS

WHAT IS YOUR WARRANTY POLICY?

All HANSEN products come with a two year warranty against faults in materials and manufacture. This warranty covers production faults, not wear and tear from regular use.
If you believe you have a warranty claim, please contact us at shop@hansengarments.com. Include order number, photos of the suspected fault and a brief description of the claim.

I AM NOT SURE ABOUT MY SIZE.CAN YOU HELP ME?

Check out our SIZEGUIDE . If you have more questions or you are not sure regarding an item size, feel free to contact us at shop@hansengarments.com

OTHER

DO YOU HAVE PHYSICAL STORES?

Yes, we have a physical store in Copenhagen, Denmark.

Beside the range of current HANSEN Garment collections, the store is also home to a curated selection of brands that share the same vision as us: create quality products and being true to oneself.

Our address:

HANSEN Store
Pilestræde 42
1112 Copehagen K
Denmark
+45 66101000

You can find a list of our resellers in other countries here: https://www.hansengarments.com/stockists

DO YOU DO COLLABORATIONS?

We are always open to collaborate with other brands, companies and individuals who have the same values and style as us. If you have something interesting in mind, contact us

STILL HAVE ANY QUESTIONS?

shop@hansengarments.com