FAQ

Q: Do I need a separate account for this site? 

A: Yes, you will need to create a new account as the customer accounts on HANON and the Launches site are not linked. 

 

Q: How long does it take for money to return to my account?

A: If you have been unsuccessful in a raffle with us, then the payment authorisation has been voided. This is voided immediately when the unsuccessful email is sent to you. It can sometimes take PayPal/Your bank 5 working days to make the funds available in your bank account again. 

 

Q: Can I cancel my entry? 

A: You will have 1 hour from the time of your entry to cancel, unfortunately after this time you will be unable to cancel. 

 

Q: Why can’t I select next day or Saturday delivery for my raffle product? 

A: Unfortunately, we cannot guarantee next day deliveries as the draw is randomly selected and you may be drawn past our 2pm cut off point. 

 

Q: Can I enter the raffle more than once using the same account? 

A: You may enter the raffle has many times as you like from the same account, however, please be aware that the funds will be pending on your account. 

 

Q: When will I know if I have been successful or not? 

A: We aim to notify you within 3 hours of the draw end whether you are successful or not but there may be some delays when there is a large volume of entries. 

 

Q: What payment methods can I use? 

A: We accept all major credit & debit cards and also PayPal.

 

Q: Can I return my raffle item? 

A: Items must be returned to the returns address provided within 14 days of receiving your order. Returns policy applies to both the raffle site and our HANON site. 

 

Q: Why can’t I enter the raffle? 

A: The raffle may have ended and this is why you are unable to enter, please contact customer services to confirm this if you are unsure. 

 

Q: When will the raffle be drawn? 

A: Each raffle has a countdown timer so you can monitor the closing time of the raffle, all applicants are notified within 3 hour of the draw end. 

 

Q: Why have you ended the raffle early? 

A: We may end the raffle early due to a large volume of entries, the raffle end time is subject to change at any time at HANON’s discretion. 

 

Q: Can I amend my size or address details? 

A: Unfortunately we are unable to amend any details after your raffle entry is submitted. 

 

Q: Why has money been removed from my account? 

A: Funds are automatically removed from your account if you are successful. 

 

Q: I have been unsuccessful but the funds still remain pending why is this? 

A: The funds can remain pending in your account for up to 7 days, although it may appear the funds have been removed we have not taken money from you.

 

Apple Disclaimer:

Please note that Apple is not a sponsor or involved with HANON Launches in any manner.

 

Please call or email our customer services if you still have any queries - info@hanon-shop.com or +44 (0) 1224 593245.