FAQ

GENERAL

Who are we?
Hanae Mori Parfums is a line of fine fragrances, beauty and grooming products from Paris for women and men of discernment worldwide. The brand is named for Madame Hanae Mori, Japan's most successful female fashion designer and the first Japanese woman to conquer the fashion runways of New York and Paris. Hanae Mori Parfums embrace the sophistication, craftsmanship, elegance and simplicity of design that are the fashion legacy of Madame Hanae Mori. An innovative brand of enduring popularity, Hanae Mori Parfums has expanded from a single parfum offering in 1996 to a fully diverse line of fragrance and skin care goods today.

What are the benefits of shopping on your site?
As the official online store for Hanae Mori Parfums in North America, we offer guaranteed authentic Hanae Mori fragrances. Free shipping and samples are offered with every order at Hanaemoriparfums.com. In addition, a complimentary travel size Hanae Mori perfume is offered with a purchase of over $75, along with complimentary gift wrapping.

Is shopping online at your site secure?
Yes. We are committed to providing a secure transactional environment. To facilitate this, all credit card transactions are encrypted using Secure Socket Layer (SSL) technology and are processed by Authorize.net's or Paypal's secure servers.

Samples

Do you offer samples?
Yes! Complimentary samples are offered with every order.

Can I buy samples?
Individual samples are not available for purchase at authorized retailers including hanaemoriparfums.com. On occasion, samples packs are available for purchase for a limited time while supplies last. To be notified of the next sample pack launch, please register with the hanaemoriparfums.com newsletter here.

Ordering

How do I register a new account?
Select the “My Account” link in the upper right hand corner of any page. Then enter an email address and password you will remember and continue to enter your information when requested.

How do I place an order?
There are links and buttons on the site to get you where you want to go. Products are available from the main menu and are also searchable via the search box in the upper right hand corner of the website. On the product page, select the size of the item you would like if applicable and then the quantity you want to order and add the item to your cart. Continue to add additional items to your cart or continue through to the check out process.

What forms of payment do you accept?
We provide secured online payment via Authorize.net and Paypal. We accept Visa, MasterCard, American Express and Discover Credit Cards. No other means of payment are accepted.

Do you charge tax?
Sales tax is applied to orders shipping to New York State. Price adjustments will be applied to orders shipping to Canada to match the current CAD price and tax rate for Hanae Mori Parfums in each respective province. Orders based in Canada will not be responsible for international taxes or duties.

Shipping

Where do we ship?
We ship to Canada, Puerto Rico and within the US.

How much is shipping?
UPS ground shipping is always free. UPS 3-day delivery is available for $22.00. 2-day delivery is available for $28.00 and overnight delivery is available for $50.00.

My billing address is different from my shipping address. Will you ship to me?
Yes. Hanaemoriparfums.com ships to valid street addresses in Canada, Puerto Rico and the US.

Does Hanaemoriparfums.com ship to PO boxes or APOs?
Delivery is unavailable to PO boxes and APOs at this time.

What is standard shipping?
Standard shipping is offered complimentary via UPS ground which takes an estimated 3-5 business days for delivery. You may view the official UPS shipping map here to estimate the delivery time for your area.

Do you offer express shipping?
Yes! Express 3-day, 2-day and overnight delivery is available for an additional fee.

How long will it take for delivery?
Valid orders placed by 11am EST will ship next day. Delivery via UPS ground shipping takes an estimated 3-5 business days. Expedited shipping is available for an additional cost. Please note that Saturday delivery is not available.

My country is not listed on your site. Can you ship to me?
Shipping is available within Canada, Puerto Rico and the US only.

Returns

What is your return policy?
Only products in unopened original packaging that have not been tampered with or used in any manner or that are damaged or defective upon delivery may be returned to for a refund or exchange. Please contact customer service to allow a return merchandise authorization to be created for you.

How do I create a return merchandise authorization?
Please contact company representative at (877) 539-4262, and provide your order number, full name, shipping address and email addressMonday – Friday 9am – 5pm EST to allow a return merchandise authorization to be created for you.

I used a product once purchased from Hanaemoriparfum.com, but I want to try something else. May I send my product back for something else?
Only products in unopened original packaging that have not been tampered with or used in any manner or that are damaged or defective upon delivery may be returned to for a refund or exchange.

Where can I ship my return?
Once you have received your return merchandise authorization, send your approved item(s) to:
Hanae Mori Parfums Attention: Customer Service 30 W 21st Street, 7th Floor New York, NY 10010

Troubleshooting
How do I log into my account at hanaemoriparfums.com? Select the “My Account” link in the upper right hand corner of any page. Then enter the email address and password supplied when creating your account.

I forgot my account password. How do I retrieve it?
You can retrieve your forgotten password by clicking on the “Forgot Your Password?” link found on the “My Account” page or during the checkout process while placing a new order.

How do I add or change my contact information?
Log into your account using the email address and password associated with your account. Select “My addresses” and choose to update an existing address or add a new one. You may also add or update an address during the checkout process.

My order was declined and I received a “Payment Error” message? What happened?
“Payment Error” means that details of your order do not correlate with the method of payment and your order has been declined. Your payment method has not been charged. An incorrect address or even a typo in the payment information will cause an order to be declined. We recommend speaking with your financial institution directly as this may clear up any potential discrepancies or simply reattempting your order ensuring that all information is current and correct.

I placed an order and received a message that said my payment was held for review. What does this mean?
Information provided with your order has prompted our online security measures requiring additional review of your order. Please contact customer service at (877) 539-4262 Monday – Friday 9am – 5pm EST to allow us to assist you.

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