FAQ
Frequently Asked Questions
Authenticity
How do you guarantee authenticity?
hannari is a licensed second-hand dealer regulated by Japan's National Public Safety Commission (NPSC). We source exclusively from closed, professional dealer-market auctions where counterfeits are strictly prohibited — a completely different channel from general markets or individual sellers. Every item is inspected before listing, and we provide detailed photography so you can verify every detail before you buy.
What if an item turns out not to be authentic?
We offer a full money-back guarantee. If the brand's customer service provides written confirmation that an item is not authentic, we refund the full purchase price plus both outbound and return shipping costs. No questions asked.
Can I verify authenticity independently before buying?
Absolutely — we encourage it. Online authentication services are available from around USD 5, and communities such as PurseForum offer expert peer opinions. We are also happy to provide additional photographs upon request.
Returns
What is your return policy?
We accept returns within 14 days of delivery. Items must be returned in their original, unworn, unaltered condition with the hannari authentication tag still attached.
Who pays for return shipping?
For personal-preference returns, return shipping is at the buyer's expense. If the return is due to our error, undisclosed damage, or proven inauthenticity, hannari covers all shipping costs in both directions.
How do I start a return?
Account holders: sign in at account.hannari-shop.net and use your order history to initiate a return. Guest purchasers: please use the contact form on our website or email us at info@hannari-shop.com.
Shipping
How much does shipping cost?
Shipping is complimentary worldwide on every order, with no minimum purchase required.
Which carrier do you use?
We ship via DHL Express or FedEx International, both with full end-to-end tracking and signature confirmation upon delivery.
Who pays import duties and customs fees?
Import duties, taxes, and customs fees are the responsibility of the buyer and vary by destination country. We recommend checking with your local customs authority before ordering.
Where do you ship to?
We ship to the address registered with your payment method at checkout. If you need delivery to a different address, please contact us before completing your purchase.
Payment
What payment methods do you accept?
We accept Shop Pay (Visa, Mastercard, American Express, Alipay), PayPal, Wise, Revolut, Sezzle (pay in 4 installments), and MoneyGram.
When is payment due?
Payment is required within 4 days of placing your order.
Can I pay in installments?
Yes. Sezzle lets you split your purchase into 4 interest-free installments over 6 weeks. If you are new to Sezzle, we recommend starting with orders under USD 500.
Condition
How do you grade condition?
Our numeric condition grade applies to bags. Every bag is inspected in-house before listing: the exterior and the interior are each scored on a 10-point scale, and the overall grade shown in the listing — for example "Overall: 8 of 10" — is the lower of the two, so a single weak point is never averaged away. Our grades mean:
- 9 — MINT. Used only a few times. No notable scratches, scuff marks or stains. (Rare.)
- 8 — VERY GOOD. Minimal signs of careful use only, such as slight scratches. Most of our bags fall here.
- 7 — GOOD. Noticeable flaws such as major scratches, always described and photographed honestly.
- 6 — FAIR. Significant wear. We rarely offer bags in this grade.
- We do not sell bags graded 5 or below.
Every listing also includes a written description of that specific item, detailed photographs, and video — these always take precedence over the number, so please review them before purchase. Watches are consignment items and are not graded on this scale; please see the detailed condition notes in each watch listing.
Do you check for odors?
Yes. Every bag is checked for mold, perfume, and cigarette odors by two staff members, and the result is stated in each listing (e.g. "Mold: NO / Perfume: NO / Cigarette: NO"). Scent perception varies by individual, so if you are sensitive to smell, please contact us before purchasing.
What condition are the items in?
All items are pre-owned and honestly described in each listing. Any signs of use are always noted and photographed in detail — see "How do you grade condition?" above. If you would like additional images, please contact us before purchasing.
What's Included
What is included with each item?
Inclusions vary from item to item. Each listing states exactly what accompanies the bag under "Comes with:" — for example "Full set; Authenticity card, Dust bag, Box, Care booklet" or "Authenticity card, Dust bag". Because every item is sourced individually, only the accessories listed on the product page are included. If you would like photos of the included accessories, just ask.
Care
How should I care for my bag?
We publish a dedicated guide based on how we care for the bags ourselves: How to Care for My CHANEL Bag. For item-specific questions, feel free to contact us.
Contact
How can I reach you?
Please email us at info@hannari-shop.com or use the contact form on our website. We aim to reply within one business day.