top of page

SAY NO TO SUN DAMAGE

#thehanol_mena

Signup

COMPANY


About Us

Team

Join Us

PARTNERS

 

Affiliate Program

International

SOCIAL

  • THE HANOL MENA
  • THE HANOL MENA
  • THE HANOL MENA

CUSTOMER CARE

 

FAQ
Return Policy
Find Us

  • How can I get in touch with Customer Happiness?
    Our Customer Happiness team is based out of our Dubai, UAE head office with partial support available. The team’s hours of service are Monday to Friday from 8:30 AM to 5:30 PM GST (excluding holidays). We have limited support available on the weekends. To reach our team, please visit our contact page to submit your inquiry or give us a call.
  • When can I expect a response to my email?
    Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
  • Can I place an order over the phone?
    For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Happiness team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.
  • The product I want is out of stock!
    We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked! Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!
  • Can you recommend some products for my skin type?
    Absolutely! For product related inquiries, please check on here and our Customer Happiness team will be happy to further assist!
  • Can you send me samples?
    Unfortunately, we do not offer product samples at this time!
  • Where can I buy your products?
    You can purchase your products online at Amazon or Noon(coming soon).
  • How do I store your products?
    We recommend storing our products in a cool dry place away from direct sunlight. For all others we suggest storing at room temperature, however, there is no harm in refrigerating (with few exceptions).
  • What is the expiry date of your products?
    Products will have an expiry date noted on the packaging.
  • How do I conduct an at-home patch test?
    Apply the product onto a clean area of skin on the upper forearm. Leave-on for the specified length of time stated in the directions of use of the product. If any redness, burning, itching, blistering or irritation is observed within 24 hours of the patch test, do not use the product.
  • Is my product authentic or counterfeit?
    The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels. Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased directly from The Hanol MENA. For your safety and to achieve the intended benefits of our products and technologies, we strongly recommend only purchasing from us directly.
  • Can I cancel my order?
    We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified. Cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 8:30 AM-5:30 PM GMT). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.
  • Can I remove products from my order?
    Unfortunately, once an order has been placed, we cannot make any edits or substitutions.
  • Can I change my shipping address on an order that’s been placed?
    We are unable to update or amend shipping addresses once an order has been placed. If there is an error in your shipping address, we kindly recommend requesting a cancellation and placing a new order with the correct shipping address.
  • How many products can I order at a time?
    As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order. To read more about our limits, please review our Terms and Conditions.
  • I placed an order on your website and never received a confirmation email.
    Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam. If you haven’t received confirmation from us, please fill out the contact page and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!
  • How can I track my order?
    Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.
  • I did not receive a tracking number!
    We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.
  • There’s an item missing/damaged! My order is wrong.
    Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible. Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.
  • My order has been shipped to the wrong address!
    Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed. However, if you see that your parcel is being returned back to The Hanol MENA, simply reach out to us through our contact page and let us know! We can reship your order a second time, to the same address originally input at checkout, at no additional cost. However, if you wish to change the destination, kindly note, your order will be refunded and you must place the order again with the updated shipping address. If your parcel is returned and we have not heard from you, the The Hanol MENA team will begin the refund process once the parcel has been received back at our warehouse.
  • I’m having issues tracking my order; can you help me?
    Once an order has left our facility, please note that it can take a few business days for some shipping couriers to update further tracking details on their website. If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and our Customer Happiness team will get right on that for you!
  • My order is missing/stolen!
    Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude. Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution. Until a missing package has been returned to The Hanol MENA or officially declared lost, we are unable to reship or refund the order. We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.
  • Where does The Hanol MENA ship to?
    We offer shipping within UAE option at this time, but we hope to offer more shipping to other countries in the future.
  • How much is shipping?
    We're pleased to offer free shipping for all members.
  • What is the estimate for delivery?
    Usually it takes 4-12 working days for delivery. Please note that the below shipping timelines are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via our contact page with any further queries you may have.
  • How long does an order take to process?
    We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-4 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions. * If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. The Hanol MENA takes no responsibility if you are not there to receive your order.
  • Do my billing and shipping addresses need to be the same?
    Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.
  • What methods of payment do you currently accept?
    We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer.
  • When will my payment be processed?
    Your card will be charged during checkout once your order has been placed.
  • What currency do you charge in?
    We currently offer prices in AED only.
  • Why have you charged me more than the total?
    We only charge the amount calculated during checkout and displayed on your invoice. Please refer to the terms and conditions of the card you are using for further details. If you believe you have been overcharged, please do contact us and we'll be happy to assist you.

CONNECT

STAY IN TOUCH

By providing your email address, you agree to receive communications from us (this can be changed at any time). Please refer to our Privacy Policy and Terms of Use for more details.

© THE HANOL MENA. 2022. ALL RIGHTS RESERVED.  

TERMS   |    PRIVACY   |    DO NOT SELL MY PERSONAL INFORMATION   |   COOKIES

bottom of page