Help centre
Our aim is to provide you with the best shopping experience possible, and we believe that transparency and clear communication are key to achieving this goal. That's why you can find answers to the most commonly asked queries here.
Ordering
If you have any questions or concerns regarding placing an order, we are available to guide you through the process. You can also find answers to common queries in the section below. Once you place an order, we'll keep you informed every step of the way, and you'll receive a tracking number once your order has been shipped.
How do I place an order for a wedding or engagement ring or other piece of jewellery?
You can order our jewellery through our website or by visiting our Stockholm atelier. To place an order online, simply choose the item you would like to purchase and add it to your shopping cart. Follow the prompts to complete your order, including selecting your preferred payment and shipping options. Feel free to contact our master jeweller at any point in case you need help during the process
How long does it take to receive my order?
For our standard made-to-order jewellery pieces, please allow around 2-3 weeks for production and delivery. For customised and bespoke orders, delivery times may vary depending on the complexity of the design. We will provide you with an estimated delivery date when you place your order.
What if I need my order sooner?
If you need your order sooner than our standard delivery times, please contact us directly. We will do our best to accommodate your request.
When should I buy a wedding ring?
Wedding rings are typically purchased closer to the wedding date, but it's important to allow enough time for sizing and customisation. It's best to purchase wedding rings at least one to two months before the wedding date.
What if I want a custom design?
We specialize in creating bespoke wedding rings, and our experts can work with you to create a unique design that reflects your personal style and preferences. We will guide you through the entire process, from concept to creation, to ensure that you get the perfect wedding ring that's tailored to your needs.
How do I choose a diamond for my piece?
We offer a comprehensive guide on our website to help you choose the perfect diamond for your jewellery piece. Our diamond guide includes information on the 4 Cs (carat, cut, clarity, and colour), as well as other factors to consider when selecting a diamond.
What materials do you use for your jewellery?
We exclusively use ethically sourced materials for our jewellery pieces, which include 18k gold and platinum. Our commitment to sustainability and responsibility also ensures that all of our diamonds are conflict-free. To learn more about our materials, please refer to our guide on our website.
Do you provide certificates for your diamonds?
Yes, diamonds above 0.3 ct are certified by leading independent gemological laboratories, and our certificates provide detailed information on the diamond's characteristics, including the 4 Cs. For more information on our certificates, please refer to our guide on our website.
How can I determine my ring size?
We offer a guide on our website to help you determine your ring size. We also made a complementary printable ring sizer. Additionally, you can visit our atelier in Stockholm for a complimentary professional ring sizing service.
Shipping
We know how important it is for you to receive your purchase in a timely and secure manner. We offer fast and reliable shipping options, and we always ensure that your package is properly protected. If you have any special shipping requirements, please don't hesitate to contact us and we'll do our best to accommodate your needs.
What shipping carriers do you use?
We use reputable carriers such as UPS, FedEx, PostNord, and DHL to ensure the safe and timely delivery of your order.
Do you offer international shipping?
Yes, we offer international shipping. Please note that additional taxes, customs duties, and fees may be imposed by your local government for international orders. We are not responsible for any additional charges incurred by your order.
Can I track my order?
Yes, you can track your order using the tracking number provided in your shipping confirmation email. If you have any issues with tracking your order, please contact us for assistance.
Can I change my shipping address after placing my order?
Unfortunately, we cannot guarantee that we will be able to change the shipping address after your order has been placed. Please contact us as soon as possible if you need to change the shipping address and we will do our best to accommodate your request.
What happens if my package is lost or damaged during shipping?
If your package is lost or damaged during shipping, please contact us immediately so that we can assist you with filing a claim with the shipping carrier. We will do our best to resolve the issue as quickly as possible and ensure that you receive your order.
Warranty & Returns
We take pride in the quality of our products, but if for any reason you're not completely satisfied with your purchase, we offer a hassle-free returns policy. You can find our return policy and instructions on how to initiate a return on our website. Please note that some items may be subject to restrictions or additional fees for returns.
What is your warranty policy?
We stand behind the quality of our products and offer a two-year warranty against any manufacturing defects. This includes issues with the materials or workmanship of the item. However, please note that the warranty does not cover damages caused by accidents, misuse or any form of self-inflicted damage. If you experience any problems with your purchase within this timeframe, please contact us and we will be happy to assist you.
What if my ring doesn't fit?
We understand that finding the perfect ring size can be tricky, which is why we offer one free resizing for all our rings. If your ring doesn't fit, please contact us and we will be happy to assist you. Additionally, we offer one free design change for resized rings to ensure you are completely happy with your purchase.
Please note that the resizing is subject to our sizing guidelines and the customer is responsible for shipping the item back to us. We will cover the cost of resizing and shipping the resized item back to the customer.
What is the process for returning a piece of jewellery?
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order of rings priced under 50,000 SEK, you may return it within 30 days of receipt for a full refund or exchange. Simply send us a message and we will start the process for you. Please note that the item(s) must be in their original condition and packaging.
Do you offer free returns?
Yes, we offer free returns for all orders within Sweden. If you need to return an item, simply contact us and we will provide you with a prepaid shipping label. Please note that the return shipping cost for international orders is the responsibility of the customer.
Can I return custom-made jewellery?
Unfortunately, we cannot accept returns on custom-made jewellery, as these items are made to order and personalised to your specifications. However, we offer a one-time free design change within 30 days of purchase, subject to certain restrictions. Please contact us for more information.
How long does it take to process a return?
Once we receive your returned item(s), it can take up to 10 business days to process the return and issue a refund. We will notify you via email once the refund has been processed. If you are exchanging an item, the processing time may vary depending on the availability of the replacement item.
What if my jewellery is damaged or defective?
If your jewellery is damaged or defective, please contact us within 30 days of receipt. We will arrange for a repair or replacement, depending on the nature of the issue. Please ensure you refer to our terms and conditions to confirm whether your specific situation falls within this provision.
Can I exchange an item?
Yes, you may exchange an item within 30 days of receipt. Please contact our customer service team to initiate the exchange process. If the item you want to exchange for is of greater value, we will provide you with an invoice for the difference. If the item you want to exchange for is of lesser value, we will issue a refund for the difference.
Honest and Exquisite Fine Jewellery
At my Stockholm studio, I bring a meticulous approach to every piece that I create. I am passionate about quality, materials, and service, and I will not put the Hanno hallmark on any piece that has not passed through my hands and met my exacting standards.
But Hanno Stockholm is more than just about craftsmanship and quality. It is also about honesty, integrity, and value. I do not believe in hard-selling or pressuring my clients into making a purchase. Instead, I have a genuine desire to create a beautiful ring that exceeds your expectations and suits your budget.
If you are interested in learning more about my work and the Hanno philosophy, I invite you to book a meeting with me. We can chat more about your vision for your ring, and I can show you some of my previous creations. There is no obligation to make a purchase, and I promise to be friendly, honest, and approachable throughout our conversation.
Sako Hanno
