Delivery times
Shipping within Europe generally takes 1 to 7 business days from the day of shipment, depending on your location.
Shipping outside of Europe generally takes 3 to 15 business days from the day of shipment.
Track & trace
Once you have paid for your order we will send you a confirmation email to confirm that your order has been successfully received. As soon as your order is shipped you will receive a confirmation email including track and trace details.
Shipping costs
Shipping costs are automatically calculated when you place your order and will depend on your shipping address, the weight and the size of your order.
Shipping process
We ship all orders from our warehouse in Cisterna di Latina, Italy. All packages are discretely shipped with no indication of what product is inside. All our orders are shipped discretely for your privacy.
Shipping Partners
We ship our products with DPD, UPS and Poste Italiane. International packages are usually handled by UPS or Poste Italiane combined with a second national shipping company once the package has gone through customs.
The number of delivery attempts vary based on the country of delivery and based on the shipping company that handles shipment. In general, packages addressed to private clients are offered twice before the package is brought to a pickup location; packages addressed to business clients are generally only offered once. In the event that your package is brought to a pickup location you will be informed hereof by the shipping company that is in charge of the delivery.
Customs Charges and Import Taxes
International orders outside Europe may be subject to custom charges and import taxes. If you live in a country outside Europe and customs charges or import taxes are imposed on your order, you will have to pay for these charges upon delivery of your order. As we have no control over custom charges or import taxes, please understand that hawanafamily.com cannot be held responsible for any additional custom charges or import taxes imposed on your order.
Our customers tell us that fees are consistently not collected on small parcels. Contact customs officials in your country for more information on how your order will be handled by them.
Your complete happiness is our ultimate goal. You may return a product purchased from us for any reason, keeping the following in mind.
The product should be unused and undamaged.
The product has to be sent back in good condition. We do not refund return products that have been used or damaged. We therefore advice you to carefully wrap a return product to prevent it from being damaged.
The product should be returned to us within 14 business days of the email confirming shipment.
If you choose to return a product, it should be returned to us within 14 business days of the email confirming shipment. In this light we advice that upon returning a product you always choose a shipping service with a tracking option.
Shipping and handling fees for return shipment are non refundable.
As we are a small business with a client base in various countries around the world, we unfortunately cannot offer to take care of your return shipping costs. When you decide to return a product, you will bear the cost of return shipment unless the product was damaged upon delivery. Please note that you should never accept a package that shows signs of damage.
To receive a refund you must obtain a Refund Authorisation (RA).
To ensure a smooth return process we ask that you contact us and request a Refund Authorisation (RA) before you return ship the product. You can obtain a RA by sending an email to shop@hawanafamily.com stating your order information and explaining why you wish to return the product. You should only send back the product after you have received our confirmation email.
We will reimburse you once we have received the complete, unused and undamaged product. An email confirmation and a refund will be issued within 30 days after receiving your return product. You will receive your refund via the same payment method used to make your purchase.
Products that are returned should be sent to the following address:
Hawana Family
Via Nettuno, 70
04012, Cisterna di Latina (LT)
Italy
QUESTIONS
How do you ship my order?
We ship all orders from the Hawana Family in Italy. We work together with professional partners to make sure the artworks arrive safely at their destinations.
Do you accept international orders?
Yes, we do.
What about shipping costs?
We offer a worldwide free shipping service for all Hawana Family artworks.
Will you inform me when my order is shipped?
Once you have paid for your order we will send you a confirmation email to confirm that your order has been successfully received. As soon as your order is shipped you will receive a confirmation email including track and trace details.
How long will it take for my order to arrive?
Shipping within Europe generally takes 7 to 10 business days from the day of shipment. Shipping outside of Europe generally takes 10 to 15 business days from the day of shipment.