Contact & FAQ

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Email us [email protected]

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Frequently Asked Questions

Orders + Shipping

What if I need to change my order?

No worries! If you need to change your order’s destination or its contents, simply contact us here and we can make any amendments for you.

What taxes will i be charged?

Shipping fees, if any, does not includes duties, VAT, taxes or surcharges levied or charged by their country.

Please note that depending on your local regulations regarding imports, shipments can be subject to import fees and taxes which are due on arrival.

All bags are shipped from our global warehouse from Hong Kong by FedEx International Priority, with tracked shipping.

Customers will be responsible for any duties, VAT, taxes or surcharges levied or charged by their country.

What currency are your prices in?

All listed prices, including shipping rates are in US Dollars (USD).

Please note that depending on your local regulations regarding imports, shipments can be subject to import fees and taxes which are due on arrival.

Can I send my order as a gift?

Certainly! Most of our customers often order our bags as gifts. Simply indicate your recipient’s address as the shipping address and we will send it over direct.

To receive updates on your order’s delivery, input your email address when checking out. You will be notified when your order is shipped, in transit and delivered.

What payment methods do you accept?

We accept PayPal and all major credit cards including Visa, MasterCard and American Express. Please select PayPal Option upon checkout to pay by credit card.

We also accept Bank Transfer from all local and international Banks.

For purchases in our retail store, we accept all major credit cards and cash.

Returns + Exchanges

What are your warranty polices?

All our bags have a 1 year warranty on any manufacturing defects. Reach out to us here if you have an issue with your bag. Damages resulting from abuse, normal wear and tear, accidental damage, and cosmetic damages are not covered.

What is your return policy?

We want you to be happy with your new bag purchase, so if you open your goods and find they are not quite right for you, please contact us here stating your order number.

You have 14 days from receiving the order to post your item (it needs to be postmarked within these 14 days). We will email you the instructions to return the item.

We are a small, independent design company so receiving unused goods back in perfect condition in a timely fashion is crucial to our business.

Please make sure your returned goods are new, unused and in their original condition. Please also include any dust bags or original tags and packaging within the parcel.

Once your goods are returned to us we will quality check them and process a refund / store credit.

Our return policy charges a flat rate 38 USD restocking fee due to our free shipping provided with all orders. Return postage labels are also not included.

All items ordered during promotional sale are not available for returnable and exchangable.

Wholesale & Becoming a Retailer

Are Hako's backpacks available for wholesale?

If you are interested in stocking HAKO’s products, please email us at [email protected] and we’ll respond as soon as possible. We appreciate your interest.

Locate Us

All our bags are shipped from our business address below. We work with top couriers such as DHL Express and FedEx to ensure all your orders are shipped within your delivery country’s regulations along with a live tracking number for your delivery status reference.

Unit 1102, Tower 2 Ever Gain Plaza
88 Container Port Rd, Kwai Chung, Hong Kong