Help Center
Hi Manor Girl,
If you need any additional help, please email us at info@hnomanor.com with your name, order number, and issue and we will resolve it to the best of our abilities.
What is HNO MANOR’s return policy?
Hi Manor Girl,
We value our customers and strive to provide the best quality products. Please review our policy below to ensure a smooth experience with us:
Non-Tracksuit Items
For items such as shirts and dresses, we offer returns and full refunds, provided the items are in their original, unused condition.
Jewelry
If you receive faulty jewelry (which is rare), we do not offer refunds. However, we will replace the item with a new one. If you encounter any issues with your jewelry, please contact us as soon as possible for an exchange.
Tracksuits
Tracksuits are custom handmade to your specifications, and as such, we cannot offer refunds once the handmaking process begins. You may request a refund within 24-36 hours of placing your order, provided we have not yet started production. After this period, we can no longer process refunds due to the customization involved. We care about you, if you urgently need a refund we will always listen to our manor girls and give YOU what you need, just email us! xoxo If you ordered a pre-order tracksuit, please note that these items are not eligible for refunds due to the nature of the sale. However, if there is an issue with the tracksuit, we will promptly exchange it for a replacement.
Sizing Issues
When ordering a tracksuit, please ensure that you provide accurate measurements for custom tailoring or that you are satisfied with the default sizing. We are unable to offer refunds for sizing issues if the provided measurements are incorrect. In such cases, we are happy to assist with an exchange or replacement.
Damages or Incorrect Items
If you receive a defective or damaged item, or if the wrong item was shipped, please contact us immediately upon receiving your order. We will review the issue and work to resolve it promptly. To initiate a return or exchange for a defective or incorrect item, please email us at info@hnomanor.com with your order number, a description of the issue, and images of the damaged or incorrect item.
Thank you for your understanding and continued support.
Where is my order?
Hi Manor Girl,
Thank you for your purchase! Before completing your order, please review the product description carefully. The estimated hand-making time for each item will be listed, such as "This product takes at least 7-15 days to hand-make." Please note that delays may occur if we experience a high volume of orders.
Once your order is placed, our warehouse team will begin the hand-making process, which can take 1-2.5 weeks. We appreciate your patience during this time.
If you have received a tracking number, please visit the carrier's website to track your package. Should you notice any significant delays or issues with the shipping, please don't hesitate to contact us at info@hnomanor.com. While we are happy to assist, please note that shipping delays are the responsibility of the carrier.
Thank you for your understanding!
Can I change the address of my order?
Hi Manor Girl,
Yes, since our items are handmade you have at least 3-4 business days to send your new address.
Unfortunately, on our sale items or on hand items, we ship those super-fast, so it is not possible to amend any details, as our team will have already started processing your order. If so on sale items, please email us immediately info@hnomanor.com.
What if my package doesn’t arrive when stated “delivered”?
Hi Manor Girl,
If the package says delivered and you do not have the package please contact the nearest carrier/post office in your area.
HNO MANOR is not responsible for reshipping or refunding issues due to shipping issues. However, we can help to our ability to help you find your package please email info@hnomanor.com.
How is HNO MANOR being COVID friendly?
Hi Manor Girl,
Our teams are taking the precautions for COVID seriously, as we are packaging our team wears gloves, masks, and spray disinfectant spray around each parcel. Each packaging table is set with clean manners and polished to the max.
HNO MANOR employees are working from home to the max ability and we always wear masks when out and always carry Lysol, Lysol wipes, disinfectant spray, and hand sanitizer.
Find out how you can be a clean COVID-friendly Manor Girl.
https://www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/prevention.html
Do I need someone to sign for my parcel?
Hi Manor Girl,
If you are home to accept the order, then a signature will be required. If nobody is home to receive the parcel, the shipping company will leave a card saying that they have attempted to deliver and provide you with details on where the parcel has been shipped to.
If there is no safe places or available neighbors, the courier will notify you and attempt to re-ship the next working day. Shipping will be re-attempted 3 times before being returned to the depot and returned back to HNO MANOR.
If you wish to have the parcel redelivered, please email us at info@hnomanor.com.
Can I use a P.o. Box for express shipping?
Hi Manor Girl,
The express shipping services for the USA cannot make shippings to PO Box addresses. Please use an alternative shipping address or select the Standard or Saver shipping service.
We will email you to ask for an alternative address if this has happened, your order will be on hold until you respond.
Chargebacks
To Our Valued Manor Girls,
At HNO Manor, we prioritize customer satisfaction and are committed to ensuring that every experience with us is seamless and enjoyable. If you ever feel the need for a refund, please rest assured that we are here to assist you. There is absolutely no need for chargebacks, as we will always work with you to resolve any issues promptly.
However, please be aware that if a chargeback is initiated incorrectly, we will be unable to process future orders from your account. We retain records by name, ID, address, and card information to ensure the integrity of our transactions. Any future attempts to order will be automatically refunded.
Our goal is to support and honor our Manor Girls. If there are ever any concerns with an order, we are happy to discuss exchanges or offer a resolution. Your satisfaction is our priority, and we want to ensure you feel valued in every interaction with us.
Thank you for your understanding and continued support.
