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?
Hako Bags are shipped throughout the world and as such we need to charge the appropriate tax level.
We do our best to eliminate/minimise duties by shipping from one of our international warehouses.
Please note that depending on your local regulations regarding imports, shipments can be subject to import fees and taxes which are due on arrival. 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 orders our bags as gifts, which we will gift wrap and attached a handwritten card with.
To send as a gift, simply indicate it upon ordering and we will take care of the rest for you.
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.
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 and a timely fashion is crucial to our business.
Please make sure your returned goods are new, unused and in the 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 returns.
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.