Frequently Asked Questions

General questions

Is Hanro bra hardware nickel-free?

Yes. Our bras contain metal hardware that is nickel, chrome and cobalt-free.
What if part of my order is not available? Will you ship what you have?

We will ship what is available and contact you to advise which items will NOT be shipping. Your credit card will only be charged for the items that ship. You'll receive a shipping confirmation with a tracking number once we ship. We do not accept back orders.
Does Hanro offer promo codes?

We offer free Ground shipping and free Ground return shipping, which does not require a Promo code. 
Is the Hanro style number inside each garment?

We have started to include the style number in our new products.  Most garments will not have a style number.  If you find a number that begins with 2600 it is not the style number.  We can help you identify an item by the description (bra, panty, etc.) and the fabric content by percentage, located on the back of the sewn-in tag.
When I put something in my shopping cart, does it guarantee I have the merchandise?

At the time you select an item and place in your shopping cart, the availability is correct. If another customer selects the same thing before you complete your purchase, the item may not be available at check-out.
How do I track my order after it has shipped?

On the day your order is shipped you will receive an email with a tracking number. 
How do I log into my account?

On the HANRO homepage, click on ACCOUNT which is located in the upper right hand corner of the page. You'll be instructed to enter your email address and password.
What are the Hanro underwires made from?

Our underwire bras have a nickel-free wire inside a "wire pocket" which is fully covered with plastic.
Can I return or exchange Hanro product purchased from another store or website?

No. Returns and exchanges are only accepted for items purchased from our HanroUSA Webshop.
Can I sign up for emails if I have not purchased anything?

Yes, you can sign up for emails HERE.

Our emails announce new arrivals, let you know what’s coming and whenever we have a SALE.
I forgot my password now what?

Visit FORGOT PASSWORD to retrieve password.

Our passwords are now 6 or more characters. We can help you update your password, just let us know what it should change to.
How do I unsubscribe?

You can unsubscribe by clicking MANAGE YOUR PREFERENCES .  Please check out other options for frequency of emails.

We would be sorry to see you go.

What if I don't see my size or color when trying to place an order?

It means the item is not available. We do not accept back orders, but you are welcome to Contact Us  for more information about product availability.
When will my order ship?

To view HANRO's Shipping Policy, click HERE
How do I check the status of my order if I signed in as a guest?

Please contact Customer Service at https://shop.hanrousa.com/contact-us/  or call 855-426-7687.
What is your return and exchange policy?

For a return or exchange, items must be unwashed, unworn and with all tags attached and within 45 days of purchase. Any credits will be issued to the original form of payment used for the purchase.   Please allow 10-15 business days to allow for processing. For return or exchange instructions, CLICK HERE
I requested a return label, but didn't get it.

Please check your SPAM/JUNK folder since the email containing the label sometimes ends up there. If not, please let us know and we will resend it. CONTACT US
How do I return an item if I signed in as a guest?

Please contact Customer Service at 855-426-7687 or https://shop.hanrousa.com/contact-us/ for a prepaid, UPS return label.
Are returns free from outside the 48 contiguous states?

Outside the 48 contiguous states your return is at your own expense after obtaining a return authorization. Please see the Online Returns Policy.

Account information

How do I track my order after it has shipped?

On the day your order is shipped you will receive an email with a tracking number. 
How do I log into my account?

On the HANRO homepage, click on ACCOUNT which is located in the upper right hand corner of the page. You'll be instructed to enter your email address and password.
Can I sign up for emails if I have not purchased anything?

Yes, you can sign up for emails HERE.

Our emails announce new arrivals, let you know what’s coming and whenever we have a SALE.
I forgot my password, now what?

Click on FORGOT PASSWORD to retrieve password.

Our passwords are now 6 or more characters. We can help you update your password, just let us know what it should change to.
How do I unsubscribe?

You can unsubscribe by clicking MANAGE YOUR PREFERENCES .  Please check out other options for frequency of emails.

We would be sorry to see you go.

Payment questions

When placing an order, I received an error message stating that my credit card has been declined. What does this mean?

A credit card decline means that the transaction was declined by our credit card processor. Please be sure that all billing information is correct and confirm that you entered the correct expiration date and CVV code. If you feel the card was declined in error you may also want to contact your bank.
What are my payment options?

We accept American Express, VISA, MasterCard, Discover Card, PayPal and Amazon Payment Method. We do not accept personal checks, cash, or money orders.
Do you accept international credit cards?

Yes we do, but the shipping address must be within the United States.

Order questions

What if part of my order is not available? Will you ship what you have?

We will ship what is available and contact you to advise which items will NOT be shipping. Your credit card will only be charged for the items that ship. You'll receive a shipping confirmation with a tracking number once we ship. We do not accept back orders.

Does Hanro offer promo codes?Is the Hanro style number inside each garment?When I put something in my shopping cart, does it guarantee I have the merchandise?How do I track my order after it has shipped?How do I log into my account?What are the Hanro underwires made from?Can I return or exchange Hanro product purchased from another store or website?Can I sign up for emails if I have not purchased anything?I forgot my password now what?How do I unsubscribe?What if I don't see my size or color when trying to place an order?When will my order ship?How do I check the status of my order if I signed in as a guest?What is your return and exchange policy?I requested a return label, but didn't get it.How do I return an item if I signed in as a guest?Are returns free from outside the 48 contiguous states?

Account information

How do I track my order after it has shipped?How do I log into my account?Can I sign up for emails if I have not purchased anything?I forgot my password, now what?How do I unsubscribe?

Payment questions

When placing an order, I received an error message stating that my credit card has been declined. What does this mean?What are my payment options?Do you accept international credit cards?

Order questions

When placing an order, I received an error message stating that my credit card has been declined. What does this mean?What are my payment options?Do you accept international credit cards?

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Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.

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Does Hanro offer promo codes?

We offer free Ground shipping and free Ground return shipping, which does not require a Promo code. 
Do you accept international credit cards?

Yes we do, but the shipping address must be within the United States.
When I put something in my shopping cart, does it guarantee I have the merchandise?

At the time you select an item and place in your shopping cart, the availability is correct. If another customer selects the same thing before you complete your purchase, the item may not be available at check-out.
What if I don't see my size or color when trying to place an order?

It means the item is not available. We do not accept back orders, but you are welcome to Contact Us  for more information about product availability.
Can I place an order to ship internationally?

Not at this time. We do, however, accept international credit cards which have a U.S. shipping address.

Otherwise, Hanro.com may be able to help you.
Do you offer a catalog?

No, all of our available HANRO product is featured on our Webshop.
Can I get a price adjustment for a recent purchase that goes on sale?

We offer a price adjustment if a HANRO Webshop item is marked down within fourteen (14) days of your order date. We'll refund the difference, including applicable sales tax, to your original form of payment.
Do you charge sales tax?

We are required to collect applicable sales tax for shipments to the following states:

California, Florida, Illinois, Maryland, Massachusetts, New York, Texas, Washington State.

Shipping questions

When will my order ship?

To view HANRO's Shipping Policy, click HERE
How do I check the status of my order if I signed in as a guest?

Please contact Customer Service at https://shop.hanrousa.com/contact-us/  or call 855-426-7687.
Does Hanro charge for shipping?

You can find our shipping policy and associated costs here.
Is there a charge to ship to Alaska or Hawaii

You can find our shipping policy and associated costs here.
Do you ship internationally?

Not at this time. We do, however, accept international credit cards that have a U.S. shipping address.

Otherwise, Hanro.com may be able to help you.
Do you ship to APO/FPO military addresses?

Yes, we do.

Merchandise questions

Is Hanro bra hardware nickel-free?

Yes. Our bras contain metal hardware that is nickel, chrome and cobalt-free.
Is the Hanro style number inside each garment?

We have started to include the style number in our new products.  Most garments will not have a style number.  If you find a number that begins with 2600 it is not the style number.  We can help you identify an item by the description (bra, panty, etc.) and the fabric content by percentage, located on the back of the sewn-in tag.
What are the Hanro underwires made from?

Our underwire bras have a nickel-free wire inside a "wire pocket" which is fully covered with plastic.
Should micro modal garments be treated in a special way?

Micro Modal is a semi-synthetic cellulose fiber made from beech trees. It is resistant to shrinkage and fading but can stretch and pill. Wash at a lower temperature, inside out, and not with garments that are rough in nature, such as jeans or towels. Hang drying is recommended since heat and friction can cause pilling.