Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@iloveahangar.com

General

Order Confirmation emails are system generated emails sent to the email address you provided during the checkout procedure. If you do not receive the Order Confirmation email within a few minutes of completing your purchase, please check your email Spam folder just in case the purchase confirmation email was delivered there instead of your inbox. If so, select the Order Confirmation email and mark it “Not Spam”, which will allow future messages to get through. If not, please email our client support at support@iloveahangar.com. 

Shipping confirmation emails are sent when your order has shipped. They contain the Tracking Number for you order and are sent 7 to 10 days after purchase. If it has been less than 10 days since your purchase, your order may not yet have been shipped. If it has been more than 10 days since your purchase and you have not received your shipping confirmation email, please check your email Spam folder just in case the shipping confirmation email was delivered there instead of your inbox. If so, select the shipping confirmation email and mark it “Not Spam”, which will allow future messages to get through. If not, please email our client support at support@iloveahangar.com. 

Pricing

Every country has its own set of rules, regulations, and taxes for importing. As such, all orders made on our site are on a DDU (Delivery Duty Unpaid) basis. This means that any import taxes and duties that may be payable are the responsibility of the order recipient. The shipping carrier may invoice you upon delivery of your merchandise depending on the sales tax laws of the location to which you are shipping. Please check with your country’s customs office to determine what these additional costs will be.

Production

Due to variations between monitors, devices and browsers, there may be slight differences between colors viewed on the screen and the color of the actual product. In rare instances, a variety of production factors may also cause slight differences in position or size of some elements. 

Please note that there can also be some minor movement of up to ¼” (6mm) during production that may cause a design element not to be in the exact position as it appears on screen. This movement is almost always not noticeable however can be more pronounced where design elements are running in the horizontal plane. For example, a color band across the top of the ankle of a High Top shoe may not be perefectly horiztonal due to this movment. Please take the above into consideration when making your purchase.

This depends on several factors such as the product and the destination country for shipping. We also have products where the base product such as a blank T-shirt may be made in one country, however the product may have the design applied and be shipped from another country.   

That being said, the big question we get is "where are our shoes made?" Well, much like the device that you are probably using to view this site through, your device - or it's components - are most likely made in China, just like our shoes. Why China? Simply because the vast majority of the worlds shoes - including many of the big brand names such as Converse, Nike, Adidas, Puma, and Vans - are manufactured in China, and it is these very brands that drive the industries quality and also enforcement of local labor laws.

When opening your product for the first time, you may notice that some clothing or footwear products have a slight odour. This is due to the pre-treatment and curing process that the product goes through in production. This is totally normal and will disappear a few days after unpacking.  

Returns

We’re so sorry – Mistakes happen! We are committed to providing you the best quality and service on every order. Please contact our customer care at support@iloveahangar.com to request a replacement or refund on your order. Please ensure you provide your Order Number and a photo (or photos) of the product clearly showing what is wrong with the order.

Shipping

Absolutely. Whilst the vast majority of our orders arrive well within our estimated shipping time frames, a very small percentage do not and this is usually due to a COVID19 event. We’ve all probably bought something online recently and had it arrive very quickly and whilst this is usually the case and international shipping is settling down compared to 2020, COVID19 is still relevant and it does impact shipping in unpredictable ways. All carriers, including express carriers like TNT/Fedex/DHL who have their own aircraft, can be, and are affected by events that are beyond their control such as sudden border closures, enhanced Customs procedures, logistic warehouse lockdowns, reduced staffing and delays due to workplace COVID19 compliance.   

International carrier networks and customs agencies are experiencing shipping and processing delays as the flow on effects of the second and third waves of COVID19 impact the global supply chain. With limited flight availability for international shipments, most carriers have removed any service guarantees. Delays may also occur as a result of customs agencies around the world processing record volumes while maintaining the necessary COVID19 precautions. This can result in the tracking status of your order not updating in a timely manner whilst your order waits to be processed by the relevant agency.

As always, our quoted shipping times are estimated and not guaranteed. Please take this into consideration prior to placing your order.

Once your order has finished production and is ready for shipment, a unique tracking ID will be provided to you by email. Included in the email is a link that you can use to track the progress of your order as it is shipped to the your nomintated shipping address. There are various other online tracking apps that can also be used to track your order and we have found that two of the best are 17Track or ParcelsApp. 

We strongly encourage you to monitor your tracking to ensure you do not miss deliveries and are aware of any instances where the courier may be holding your shipment for collection at a designated collection point such as the local post office or courier warehouse. I Love A Hangar is not liable for incorrect address information provided by customers, deliveries that are uncollected by customers from designated collection points, or missed delivery attempts.  No replacements or refunds will be issued on items that show as successfully delivered to the address provided by the customer.

It can take up to 5 days for your Tracking Number to start to show data from the shipping company. If it has been more than 5 days since you received your Tracking Number and it still shows no data, please contact our client support at support@iloveahangar.com. 

Each order is handcrafted in our production facility for 7-10 days then shipped by courier. From there, shipping time is usually within 10-20 business days after your tracking number is issued however the current global pandemic may cause some delays that are beyond our control.

  • Australia
  • Canada
  • Czechia
  • France
  • Germany
  • Ireland
  • New Zealand
  • Poland
  • United Kingdom & Channel Islands
  • United States

As much as we wish we could, this is simply not possible….unless we were INTERPOL perhaps ;-) (We're not INTERPOL)

 Unfortunately, once an order has been placed we are not able to change the shipping address.

There are a few things you can do if this occurs. In most cases simply carrying out one of the following will locate your order:

  • Look for a notice of attempted delivery. 
  • Look around the delivery location for your order. The carrier could have left your order in a safe place such as the porch, mail room or reception. 
  • If the order was sent to your home, check with anyone else living there to see if they accepted the delivery. Please also check if the item has been left with a neighbour.
  • Some carriers rely on GPS that can automatically update an order as "delivered" prematurely. Please wait another business day, as the order could have been marked as delivered in error, and will arrive the following day.  
  • Contact the last mile carrier who may have more information about the location of your order, or even a photo of where it has been left. You can find the details of last mile carrier by using your Tracking Number with the third party tracking app Parcels or 17 Track.  

We strongly encourage you to monitor your tracking to ensure you do not miss deliveries and are aware of any instances where the courier may be holding your shipment for collection at a designated collection point such as the local post office or courier warehouse. I Love A Hangar is not liable for incorrect address information provided by customers, deliveries that are uncollected by customers from designated collection points, or missed delivery attempts. No replacements or refunds will be issued on items that show as successfully delivered to the address provided by the customer.

In the first instance you should always contact the carrier (or last mile carrier) where they will be able to provide more details. Unfortunately the carriers only provide us with the same tracking details you can see.  

 

You can find the details of last mile carrier by using your tracking number with the third party tracking ParcelsApp. If you need assitance locating the carriers name, please contact our client support on support@iloveahangar.com. Please ensure you include your 4-digit order number when contacting client support.