Frequently Asked Questions

Orders

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We produce some of our objects only on demand. That means that we only manufacture these when you have placed an order. This is the case with our HOOP tray, as well as our other customizable objects.

To find out if an item is available on request, go to the corresponding product page on our site. Check the description to see if it says “made to order.” to know the sending times.

As these are crafts, the manufacturing time can vary from 1 to 3 weeks depending on the object.

When your order is ready, you will receive a dispatch confirmation via the delivery method you chose when ordering.

How do I access the details of my orders?

Go to your Hank account to get the details of your order in the “My Orders” section.

How to track my order ?

If you have opted for delivery to a relay point or to your home with Bpost or DPD, you will receive an email with a link to track your order once it has been shipped. You did not receive it? Remember to check your spam emails as well as the email address you entered. You can also view the status of your current order. Select your order from your customer area, in “My orders”.

Your orders can have the following statuses:

Pending: your order is pending payment.
In progress: Your order is in preparation. Once your items are available, they are carefully prepared and packaged for shipment.
Completed: Your order has been shipped by the seller and picked up by the carrier.
Canceled: Your order has been canceled, either by you or by us for lack of payment within the time limits.
Failed: Your order encountered a problem and could not be finalized. If you need more information about your failed order, please contact us.
Refunded:Your order has been fully or partially refunded (following a complaint, a return or for another reason.)

I did not receive my order confirmation or dispatch email?

First check the e-mail address registered in your customer account. If the e-mail address entered is correct, remember to check your spam emails as well. Our emails can sometimes hide there!

If you are waiting for a shipping confirmation, it may take a few days for your package to be dispatched.
If, however, you have received absolutely nothing despite your patience, contact us with your proof of payment for the order. We will do our best to resolve your problem.

What are the payment options available ?

An order made on our site can be paid by :

Credit or Debit card (Cards accepted: CB / VISA / MASTERCARD / MAESTRO / …)
Bancontact
Apple Pay
Google Pay (soon)
iDEAL

Is my payment made in a secure way?

Hank takes the security of your data very seriously and uses the SSL security protocol. Your personal data and your means of payment are encrypted as soon as you place an order on our site.

Is it possible to insert several promotion codes for the same order?

Our promotional offers cannot be combined. So, in principle, this is not possible.

My promo code is not working, what should I do?

Are you sure you have entered your promo code in the section dedicated to this purpose?

The code must be entered when validating your basket, in the box reserved for your basket.

If this does not work despite everything, check its validity date and whether it is correctly written. Please note, some codes are only valid once or are personal. If there is any problem, you can contact us at hello@hank.brussels, with your code, and we will find a solution as soon as possible.

Account and personal data

How do I subscribe to the Hank Newsletter?

You can subscribe to our newsletter at any time to know our news.

To do this, two solutions:

By entering your e-mail address in the insert provided for this purpose at the bottom of the home page of the website.
During your first visit to the site, by subscribing via the newsletter pop-up.

How do I unsubscribe from the Hank Newsletter?

If you no longer wish to be informed of our latest news, simply click on the link at the bottom of our newsletters.

I forgot my password, what should I do?

Do not panic ! We can reset your password. To do so, click on the link “Forgot your password? Click here ”on the login page for your account.

I have changed my email address, how do I continue to use my account?

To change your email address, it’s very easy. From your customer account, go to the “Account details” section then “Email address”, modify the email address in the box, then click “Save changes”.

How can I exercise my rights regarding the protection of my personal data?

In accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016, you have the right to access, rectify, erase and oppose your personal data as well as a right to limitation and portability of your data.

You can exercise your rights by clicking on “Delete account”. You can also claim your personal data by contacting us at hello@hank.brussels.

If you have created a customer account, you can view your personal information and correct it at any time. To do this, identify yourself via the “My account” button in our menu on the right. Click “Account Details” to make changes to your profile.

Delivery

How is the delivery carried out?

Delivery is made by a delivery person, depending on the delivery service chosen. You have the choice between:

with Bpost (Belgium, Luxembourg, Netherlands, France.)
- in collection point, parcel distributor, at home or at your workplace.
with DPD Parcel (Belgium, Luxembourg, Netherlands, France.)
- delivered to your home, to your workplace or to a collection point.
with Elitexpress (Belgium & Luxembourg)
- delivery of the package on signature, at home or at your workplace.

We are working to offer you more delivery possibilities.
Subscribe to our newsletter to be informed when the time comes.

How much is shipping ?

The price of delivery depends on the carrier, the country of destination of your order and its weight.

Depending on your address, some delivery options may not be available. We are working to offer you more delivery possibilities. Subscribe to our newsletter to be informed when the time comes.

What are the delivery times ?

The delivery time varies depending on the production time of the item ordered and local postal delays. Some products are available within 5 days as standard mail, others are created on demand and take longer.

You can check availability and delivery information on each product sheet.

What is Hank's delivery area?

At the moment, our products are available throughout Belgium, the Netherlands, Luxembourg and France.

Can I collect my item from Hank's workshop?

It is currently not possible to pick up your order in our workshop. This option will be available again in the coming weeks. Subscribe to our newsletter to be notified when this option is available again. For any other question about our workshop, contact us via hello@hank.brussels

How to know the availability of your items?

Product availability is displayed on the page for each product, just below the Add to Cart button.

The product is either immediately available: “In stock” , either available within a period indicated in the week in the product sheet “Shipped within X weeks” . You still have the possibility to add it to your basket and buy it in order to reserve it. It will be sent to you within the displayed deadline.

The delivery time therefore varies depending on the production time of the item ordered. Some products are created on demand. Check the availability and delivery information available on each product sheet. For any additional information on objects produced on demand, contact us via hello@hank.brussels

My package has been returned to the sender, what should I do?

No worries ! Contact us at hello@hank.brussels with your order number to organize a new delivery.

Please note: If the package has been returned to us because the time limit to collect your order from a post office or a relay point has been exceeded, the return costs will be at your expense.

Returns and Refunds

I received a damaged item.

We are very sorry about this. You have 5 working days from receipt of the product to contact us to find a solution together.

To make your refund or replacement request:

Contact us via our contact page, explaining the reason for your request.
If possible, attach proof of damage (photos of the broken / damaged item and the delivery packaging).
We will get back to you as soon as possible and accompany you in the exchange or return of your item, if the conditions of exchange and return are met.
A postage slip will be provided to you by email to return the product free of charge in exchange for an identical item.

Why is my return / compensation request refused?

Your request for return or compensation may be refused:

If the manifestation deadline is exceeded. You have 5 days after receipt to file a complaint in the event of breakage or damage caused by delivery.
in the event of breakage or damage not resulting from a delivery problem.
If the product has been used or has stains or dirt.

I am not satisfied with my item and would like to return it, what should I do?

If you do not like the item, you have up to 14 days after receipt to retract your order. The earlier the request is made, the faster and easier it will be processed. Your product must not have been used (new and unlit candles, new and still wrapped soap, new objects).

To make your return:

Take one or more photos of your product, so that we can check its general condition.
Contact us athello@hank.brussels, mentioning your order number and attach the photos of the product.
You will be contacted as soon as possible to make your product return.
Once the withdrawal is made, you have a maximum of 14 days to return the item. Return shipping costs are your responsibility, unless you bring it by hand to our workshop.
You will receive a confirmation email when your package is received.
You will then be reimbursed as soon as possible.

Please note: you are responsible for the return shipment. If the package arrives broken or damaged, you will have to file a claim with the shipping company and we cannot guarantee a full refund. So make sure it is well packaged and protected for shipment.

How is a refund made?

When a refund is made, the amount is transferred directly to the account linked to the bank card you used to pay for your order. The time limit for receiving the refund depends on the time limits specific to your bank.

Products and availability

What do you find at Hank?

Hank is a Brussels designer brand that imagines, designs and manufactures original products and objects made in Belgium in its Brussels workshop, or in partnership. Hank makes soap, print, objects in ceramic, gypsum or noble materials ( wood, glass, etc.), in small quantities, on demand or in limited editions. Hank is betting on “slow design” and takes the time to do things right.

When will your articles be available?

We are in full production! The store will be officially open by mid-October. Subscribe to our newsletter to be informed when our products are available.

I need details regarding the characteristics of my items.

Our product sheets are filled out as precisely as possible and contain as much information as possible. If you don’t find the detail you are looking for, contact us via hello@hank.brussels, we will be happy to answer your questions.

How to personalize an object?

Some of our objects are customizable, which means that you can choose one or more custom colors that match your tastes or your interior. If this is the case, a mention is indicated in the description of the article.

Our soaps

How do I store my soap?

Our superfat soaps need to breathe. Exposure to air helps your soap harden. Store them in a dry place away from heat and humidity. You can also store them in your wardrobes or clothes drawers to give your laundry a delicious scent while waiting to be used. Little more, it scares moths!

Is there a deadline for using a cold superfat soap?

Hank soaps are durable and the moisture they contain evaporates several months after the soap is made. They will get lighter, smaller, harder, but they will melt more slowly and foam all the better. Cependant, nous recommandons de l’utiliser dans les six mois après l’avoir acheté pour profiter au maximum de son parfum et de sa couleur.

Are there variations, what about the ravages of time?

Is there a deadline for using a cold superfat soap? As these are natural products with no added preservatives, their appearance changes over time. Color may tarnish, scents may wear off and spots may appear. If the soap is stored improperly (too much humidity and heat, too much sun) the stains and the oozing of the oils it contains are more likely to show rancidity (yellow / orange stain). These unsightly stains are normal, but will not affect the properties of your soap.

Why can colors tarnish?

If some colors resist well, others on the other hand much less, this is the case in particular for dyes from plants, such as paprika or carrot juice which will give yellow to orange hues which will be less vivid a year later.

Why is the perfume less present than when I bought it?

The scents in our soaps are trapped in the oils they contain, and just like a perfume on your skin, they may therefore lose their odor on the surface, but this does not affect the soap from within, and it does will quickly regain its scent when you rub it under water.

Can I use soap that is more than 3 years old?

Yes, even if it isn’t as pretty as it was on the first day or if it has lost its good smell, it will keep all of its properties. Kept dry, sheltered from the sun, allowing it to breathe, this is the secret of its longevity.

Tip: If you don’t find it sexy anymore, you can also chop it and dilute it in boiling water; you will get a mild liquid soap that you can use in a soap dispenser.

Our candles

Is there a deadline for using a Poly candle?

We recommend using it within a year of purchasing it to make the most of its scent, which may become weaker after this period of time.

How long does my candle burn?

We guarantee a burning time of your candle of 55 hours (Poly model), under normal conditions of use.

What is the ideal burn time?

Do not burn your candle for more than 4 hours in a row. When using for the first time, cut the wick, if necessary, so that it is no more than 0.5-1 cm long. The surface of the wax will be homogeneously melted after about 4 hours.

Why is my candle melting irregularly?

Always make sure that the wick of your candle as a lenght of 1cm max. Beyond that, the flame will be too large and may burn your wax too quickly, which prevents the wax from melting evenly.

Let the candle melt completely on the surface before extinguishing it, to prevent the wax from tunneling and have a homogeneous melting. Once off, replace the wick if necessary so that it is as central as possible, for the next use.

How do I store my candle?

Close your candle between each use, so the fragrance it contains will last for a long time.

How do I clean the jar of my Poly candle?

If soot spots (black spots) have appeared on your pot, clean them with warm water and soap. For daily maintenance, use a damp, lint-free cloth, such as a chamois or a micro-fiber cloth.

The wax of our candles melts from 55 °C and is easy to clean. Remove the wax residue under hot water with slightly soapy water then dry the pot with a clean cloth. Dont put in the dishwasher.

Why can't I use the candle completely?

Turn it off when there is only one centimeter of liquid wax left at the bottom of the pot (the inner rim will serve as a guide when you are there). This avoids overheating the remaining wax and the fragrance it contains and releasing soot. It will also make it easier to clean up any remaining wax.

To remove the rest of unmelted wax from the bottom of the pot, wait until the wax is cold, or place your pot in the fridge to speed up its cooling. With a Chinese chopstick, pencil or pen, firmly push the wax out of the jar from the drain hole under the jar. You can throw away the small metal piece that held the wick. Reuse the remaining wax in a fondant burner so that no drop of your precious scented wax is lost.

Then wash off the wax residue with hot water (the wax melts from 50 ° and is easily cleaned).

The wax on my candle is cracked, is that normal?

Do not panic ! Rapeseed and coconut wax being natural and hard waxes, they sometimes crack due to too rapid cooling. If this is a little less aesthetic, it does not affect the quality of your candle in any way.

How do I extinguish my candle correctly?

Do not use the cover to extinguish your candle and avoid blowing on it so as not to release smoke. Smother the flame either with a snuffer or dip the wick safely into the liquefied wax. This also makes it possible to re-coat the wick with wax for the next time!

My candle caught fire, is that normal?

No, but this can be the cause of several things. Please always respect the burning time and do not let the candle burn for more than 4 hours. Do not insert anything into your candle. Do not add scent or essential oils or foreign bodies, do not leave your matches lying around either. Do not leave anything flammable near the candle (keep away from curtains and bouquets of flowers). Do not leave your candle on a hot surface (such as a stove). Keep it away from children and pets to avoid serious accidents.

Is my candle flame very weak?

Your wick is probably too small or cut too close to the wax. To solve the problem let it melt more and run the wax on the sides of the candle to create a small well of wax that will promote combustion by leaving more room for your wick so that the flame can develop.

My candle is hollowing out. What to do ?

To avoid digging your candle, burn it until the top layer of wax is liquefied. This is essential for the entire top surface to liquefy, especially when using for the first time. Do not exceed more than 4 hours of combustion.

My wax leaves marks on my pot, is this normal?

Yes. Our wax is 100% vegetable, made from rapeseed and coconut. Naturally more oily, it can therefore leave traces or deposits on the pot. You can easily clean them, once your candle is completely melted, using hot soapy water.

How do I clean my Hank items in Jesmonite?

Use a dry or slightly damp, lint-free cloth, such as a chamois or a micro-fiber cloth for daily maintenance. If stains appear, wash them off with warm water and a mild detergent.

For a deep clean, use warm water, black soap and a small, soft bristle brush. Apply a specialized maintenance product for porous stones, if necessary. Then dry the surface, then apply a thin layer of neutral oil using a microfiber cloth to waterproof it, or use a water / oil repellent for porous stones.

How do I recycle my Hank items?

If you no longer like these, recycle them in a container park. Better yet, recharge or repackage your Poly candle in a plant pot, in office or bathroom storage. The possibilities are endless! In addition, we are working on repackaging kits for Poly, which will be unveiled very soon.

Press & distributors

I would like to distribute your products.

Already, thank you for your interest in our brand. It’s entirely possible ! To do this, contact us without delay by e-mail at hello@hank.brussels or via the contact page.
We look forward to discussing it with you and forwarding our catalog to you.

I am part of the press.

To receive our press kit or for any other request, contact us at hello@hank.brussels or via our contact form, and we will respond to you within 48 hours.

Contact form

I am an influencer.

We are delighted that you are interested in our products and our brand! Contact us at hello@hank.brussels or via our contact page for any request or proposal. We will get back to you within 48 hours.