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Frequently asked questions

Quick answers about shopping and selling on Haan, including how the multi-vendor model, delivery, returns, checkout, and privacy work.

What is Haan?: Haan is a curated multi-vendor marketplace for gifting, home, celebrations, and small-batch finds from independent sellers across South Africa.
Who am I buying from on Haan?: You buy through one Haan checkout experience, but the goods themselves are supplied and fulfilled by the independent seller shown on the listing and order details. Haan operates the marketplace and acts as merchant of record for checkout.
Why can one order arrive in more than one parcel?: Because Haan is a marketplace, one basket can include products from more than one seller. Each seller may dispatch separately and offer different delivery methods. See Delivery information.
Do I need an account to place an order?: You can build a basket as a guest. Creating an account makes it easier to track orders, save items, and reuse details when those features are connected to your profile.
Can I return personalised or made-to-order goods?: Sometimes no, especially for change-of-mind returns. Personalised, custom-made, perishable, or similar goods may have limited return rights except where the law requires otherwise. See Returns and cancellations.
How do I know whether Haan or the seller handles my refund?: Haan handles checkout and payment administration at platform level, while the seller handles product-side fulfilment. Approved refunds are usually processed through Haan’s payment flow.
How do I contact a seller?: Use the seller contact route on the listing, shop page, or order where available. If you need marketplace help, go to Contact us.
How does Haan use my personal information?: Haan uses personal information to operate the marketplace, process orders, support delivery, protect accounts, and send necessary communications. Read the Privacy policy.
How do I sell on Haan?: Start with Apply to sell. Haan reviews every application before granting seller access.
Do seller listings go live immediately?: Not always. Haan may review and moderate listings before they appear on the public storefront.