Shipping & Refunds

By shopping with HanaDolly, you agree to the following terms & conditions.

Order Processing

Upon payment verification, your order will be dispatched within 1-2 working days from our warehouse. We try our best to process your orders as soon as we can!
For international orders, your order will be dispatched within 3 working days from our warehouse upon payment verification.
For sale periods, promotions & festive seasons, please allow up to 5 working days to dispatch parcels due to high volume.

Standard Courier Service

Singapore (Local Orders)

  • Standard Shipping - $5.00
  • Free Shipping (for orders above SGD $85)

All orders will receive a tracking number and should be fulfilled within 2-4 working days.

Do note that for festive seasons, promotion and new product launches there may be some delays due to high volume.

International Orders
Shipping prices for international orders vary based on our courier charges. We currently offer subsidized shipping fees to other countries. You can view the final shipping fee calculation at checkout. Should you have any questions, please do reach out to us!

Shipping Process

HanaDolly will not be held responsible for any shipping delays due to the festive period or other reasons that may occur during the transit period. Once packages are shipped out, the shipping process will be out of our control. The weight of all products are estimated to the best of our ability.

Customs/Tax-Related Issues

Depending on your country, additional shipping fees, duties and taxes may be charged at your customs. Unfortunately we have no control over these charges and such fees will have to be borne by the buyer. If in doubt, please do check in with your local customs office to understand your country's import tax before making a purchase.

Special Requests

Do note that orders with notes/ special requests will be delayed in the packing process and shipment.
If you have any enquiries regarding your parcel, please drop us an email at All emails and messages will be attended to as soon as possible.

Stolen or Lost Mail

HanaDolly will not be held responsible for any lost or stolen packages. No refund or replacements will be provided. However, we will do our very best to help you in the search for your lost mail. Please kindly ensure that your mailing address provided is accurate. HanaDolly will not be held responsible for any packages sent back due to inaccurate or incomplete addresses provided by the customer. Re-shipment cost of $5.00 will be borne by the buyer.

Redelivery Attempt

Each delivery fee of $5 allows up to 2 attempt at delivery. It is the customer's responsibility to ensure that you are contactable by the deliveryman via your mobile number provided. Should you be uncontactable after 2 failed attempts, a re-delivery fee of $5 charged by the courier is required to re-deliver your package.

Refund Policy

We cannot give refunds on any products delivered due to personal hygiene and health and safety reasons. If there is a fault with the product please write in to us and we will review on a case-by-case basis.

Returned & Cancelled Orders

You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Once an order has been shipped, we are unable to entertain any order cancellations. Please provide all necessary information regarding your order: order number and full name used to place the order. We will get back to you via email informing you about the status of your order. Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. 

After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

In the event that there is an error with your order, you may reach out to us at or our customer support team may contact you directly via the information that you provided. We reserve the right to cancel any orders that we are unable to fulfill.

Upon successful order cancellation, the amount refunded should be processed within 1-5 working days.

Undelivered Orders

Providing an incomplete or incorrect address may lead to the parcel being returned to HanaDolly. Hence, we recommend to always make sure that the delivery address provided when placing the order is correct and complete.

In case of wrong delivery address, the parcel will reach the destination country and will be returned to us only after some time. After receiving the parcel, we will contact you immediately via email and you will decide which solution is better for you:

  • if you want us to send the order again (meaning you will have to cover the cost of reshipment);
  • or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed

If the order will return to us as “Unclaimed” – meaning you did not collect the parcel from the post office on time or parcel did not pass through clearance event – we will proceed exactly the same as above.

Please remember that in the case of any shipments, the tracking information is erased from the system after 3 months and it is no longer possible to trace the delivery route. Thus, after that time we will not be able to accept complaints regarding such deliveries.

Faulty & Wrong Item(s)

It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We have high standards when it comes to preparing your order however mistakes, can occur from time to time. Please accept our apologies if you have received a damaged or wrong item.

If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(s).  In case of refund we will process it back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.