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 cannot enter the raffle more than once on the same account or on different account using the same details, If you are found to be doing this your entry may be cancelled.

 

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.

- Please Note: We are currently not accepting PayPal as a payment method, however, this is subject to change.

 

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.