We’ve gathered the most common questions below. If you still need help, we’re always happy to hear from you.
Orders & Processing
How does ordering from Hako Heaven work?
We work a little differently — and that helps us keep our collection playful and unique. When you place an order, we source your item directly from our trusted suppliers. Once it arrives at our hub, it’s prepared and shipped to you as quickly as possible.
Where are you based?
Hako Heaven is based in Hong Kong, where we carefully source our products. Orders are then shipped to our European logistics hub in Rome, Italy, before being sent to customers across Europe.
Do you keep items in stock?
Most of our items are sourced on demand to reduce waste and allow us to offer a wider, more curated selection. This means processing times can be slightly longer than traditional warehouses — but always worth the wait.
Can I cancel or change my order?
If you need to make a change, please contact us as soon as possible. Once your order has started processing, we may not be able to cancel or modify it.
Shipping & Delivery
Where do you ship to?
We currently ship to most European countries. If you’re unsure whether we ship to your location, feel free to reach out before ordering.
How long does shipping take?
Because orders move through a few careful steps, delivery times can vary:
- Supplier → Hong Kong hub: approx. 2–3 business days.
- Hong Kong → Rome logistics center
- Rome → final delivery to you
At launch, total delivery typically takes around 10–15 business days. We’ll keep improving and updating these estimates as we grow 💗
Why does shipping take longer than usual?
We prioritize unique designs, careful sourcing, and gentle handling over mass shipping. Every item travels thoughtfully — not rushed, not forgotten.
Customs, Duties & VAT
Will I have to pay customs fees or VAT?
Orders shipped within the EU from our Rome logistics hub generally do not require additional customs fees. In rare cases, local regulations may apply — but we do our best to minimize surprises.
Why does my order pass through Italy before delivery?
To make deliveries within Europe smoother, orders are first sent to our European logistics hub in Rome, Italy. From there, packages are prepared and shipped directly to customers across Europe. This extra step helps reduce customs delays and ensures more reliable delivery within the EU.
Tracking
Can I track my order?
Yes! Once your order is on its way, you’ll receive a tracking link by email.
Why does my tracking show no updates at first?
Tracking may take a few days to activate, especially while your order is moving between hubs. Totally normal — and we promise it’s on its way.
Returns & Exchanges
What is your return policy?
We accept returns for eligible items within 14 days of delivery, provided they are unused and in original condition.
Where should I send returns?
All returns should be sent to our European logistics hub:
Via del Pianeta Terra 42
00144 Rome
Italy
(Return shipping costs are currently the responsibility of the customer.)
Can I exchange an item?
If you’d like an exchange, contact us and we’ll do our best to help — availability may vary.
What if my item arrives damaged?
Oh no — we’re so sorry if that happens 💔
Please contact us within 48 hours of delivery, including photos of the item and packaging, and we’ll make it right.
Products & Availability
Are your products exactly like the photos?
We do our best to show items as accurately as possible. Small variations in color, texture, or size may occur — that’s part of their charm.
Will sold-out items come back?
Sometimes items are limited or seasonal, so restocks aren’t always guaranteed.
Payments
Which payment methods do you accept?
We accept major credit and debit cards, as well as other secure payment options available at checkout.
Is my payment secure?
Absolutely. All payments are processed through encrypted and trusted providers.
Other Questions
How can I contact you?
You can reach us anytime via our Contact page. We usually reply within 1–2 business days.
Do you offer wholesale or collaborations?
We’re always open to lovely ideas. Send us a message and tell us more.
Where can I follow you on social media?
You can find us on Instagram, where we share new arrivals, behind-the-scenes moments, and cozy inspiration.