F.A.Q.

My Order

ORDER CONFIRMATION

After making an order, we send an order confirmation to your email address. Be VERY careful that you entered the correct email address. On the order confirmation you will see all information about the item(s) you have placed.

 

NO ORDER CONFIRMATION?

You have probably entered the WRONG email address. Please check that one more time, also check you spam/junk folder.

 

CANCEL MY ORDER?

Please contact our customer service as soon as possible in order for us to change or cancel your order before it is sent. We want to ship your order as quick as possible, so there’s only a very small gap to fix mistakes.

Contact: info@hanzoandco.com

COMPLAINTS TERMS AND WITHDRAWAL

It is important that you as a customer check your item(s) when you receive your shipment in order to verify that the products are not damaged and correct. If you receive your item and see that it does not match the one you ordered or that it is damaged, please contact us within 14 days. Any complaints shall be made to our customer service at info@hanzoandco.com. Please supply the order number and the reason for complaint and we will get back to you shortly with instructions on how to return the item. It is in all types of returns extremely important that the product is packaged in such a way that it can not be damaged. Hanzo & Co. has the right to replace defective goods with goods of the same model. If the item has been discontinued, the customer will receive a full refund. Private Consumers have the right to cancel the purchase within 14 days. The right applies only in the case that the product and its original packaging can be returned in the same state as when received. If consumers use their right to send back an order they should contact Hanzo & Co. in order to get an address to send the goods to.

Shipment

DELIVERY & TRACKING

We do our best to deliver to the worldwide. All our items are shipped from Malaysia. All of our orders are shipped with PosLaju. A tracking number will be given after the next day of purchase. You may click on the link at the bottom part of our home page to track your parcel. If you didn’t receive the tracking number from us, please kindly contact us at info@hanzoandco.com for tracking number.

HOW LONG IS YOUR DELIVERY TIME?

We send all our items by (POSLAJU) standard mail. Delivery time in Malaysia is 1-3 days for standard mail. The estimated time of delivery to rest of the world is 6-14 business days. If your order has not arrived within the stated delivery time, please contact our customer service.

Purchase & Delivery Terms

ORDER CONFIRMATION

Once we have received your order we will send a confirmation to the email address that you entered when your order was placed. It is therefore important that you enter your correct e-mail address when placing an order. The order confirmation (receipt) also serves as your proof of purchase. Save this email in order to facilitate any contact with customer service. If you didn’t get an order confirmation, please contact our customer service at: info@hanzoandco.com

 

WHEN WILL MY ORDER BE SHIPPED?

After your card has been charged, the delivery will be processed in 1-3 business days.

 

PAYMENT METHODS

There are several payment options available on our site. We accept Maybank2u, CIMB Clicks, Bank Islam, RHB, Hong Leong Bank, Bank Muamalat, Public Bank, Alliance Bank, Affin Bank, AmBank, Bank Rakyat, UOB, Standard Chartered, PayPal, Visa®, MasterCard via PayPal.

 

CURRENCIES

Hanzo & Co. is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.

 

BANK DETAILS

If you choose Direct Bank Transfer method, make your payment directly into our bank account:

Name: HISHAM HANZO NETWORK
Bank: MAYBANK (MALAYAN BANKING BERHAD)
Account Number: 551089349785 

 

CAN I RETURN

Yes, you can, we provide returns within 14 days from the date you received. Due to hygienic reasons your item must be un-used and in it’s original packaging. If you receive your item(s) and discover that it does not match the one you ordered, if it is damaged, or have other defects, please contact us at info@hanzoandco.com within 14 days after you received your item. Please include your order number and state your reason for return. We will then contact you with the proper instructions. If you do not contact us before making a return, you run the risk of not receiving your refund or exchange.

We will be responsible for the return shipping cost if it is a damaged item or item that does not match with the one you ordered. Customer are responsible for the return shipping cost for any other reasons. Make sure you use a postal service that insures you for the value of the items you are returning and obtain proof of posting. We do not take responsibility for any lost packages.

REFUND

Your satisfaction is our #1 priority. Therefore, if you choose to refund, we will transfer your money within 30 days. You will get the address where to return the item and as soon as we receive the item and approve the condition, we will send you a new product or refund your money. You have to pay for the return shipment cost.

 

DELIVERY

Deliveries are made in cooperation with the PosLaju, we ship worldwide.

 

SECURITY

When you pay with your Visa or MasterCard your credit card information, including credit card number and expiration date, etc. is automatically transferred to the paymaster via an encrypted secure system. Hanzo & Co. or other third parties are not able to access this information. If you pay with Visa or MasterCard, additional protection is provided by special authentication methods (Verified by Visa® or MasterCard® SecureCode)

 

CANCELLATIONS

Only orders that have not yet been dispatched can be cancelled. You will be notified with an email that includes tracking number. If the order has already been dispatched it cannot be cancelled. In items where the order has been dispatched, the customer is required to receive the order and process it as a return.

 

WILL MY ORDER BE INSURED?

All orders from hanzoandco.com are insured against damage or theft from the time of pickup to delivery at the provided shipping address. Hanzo & Co. is liable if the goods are damaged or lost in transit. You will need to contact our customer service within 3 days after the item has been delivered to report any damages. Please note: It is your responsibility to ensure a proper return to us. If the goods are lost or damaged when you return the product it is you who will be liable.

 

EXCHANGES

If for any reason you would like to exchange your product. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorize you to do so.