Question 1

Material and care

Accepted Answer

What materials is the product made of?      At Halara, our teams of materials scientists develop high-performance fabrics that combine quality, comfort, and durability. As part of our sustainability commitment, some of our fabrics are made from recycled materials to reduce waste. You can find more information    here    .     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 2

Size guide

Accepted Answer

How do I find the right size?      Unsure which size to choose? Here's how to find your perfect fit:     1. Check the size chart     Scroll down on each product page to see the full size chart. It includes measurements for bust, waist, hips, and more.     2. Compare them to your measurements     Take your measurements with a tape measure and compare them to the size chart. Don't forget to read the fit notes; some styles run small, while others may be very stretchy.     3. Still unsure?     Simply contact our customer service with your measurements – we will be happy to help you find the right size.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 3

Length variations

Accepted Answer

What is the difference between 7/8 length and full length, or between the fits Regular, Petite and Tall?       The main difference lies in the inseam (trouser length). Waist and hip measurements remain the same for each size – only the length varies. Here's a short guide to help you choose:     • 7/8 length: Cut slightly shorter, ends above the ankle – ideal for a lighter look or if you are rather short.     • Full length: Reaches to or covers the ankle for a classic, full length.     •   Regular Fit: Standard length that fits most body sizes well.     • Petite Fit: Shorter inseam and proportions, specifically for petite figures.     • Tall Fit: Longer inseam – perfect if you are taller or simply want extra leg length.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 4

Note regarding color variations

Accepted Answer

Is it possible for the product to have color variations?      We do our best to display the colors of our products as accurately as possible. However, please note that these may vary slightly depending on your screen settings. If the color of the item you receive differs significantly from your expectations, don't worry – simply contact our customer service. We're happy to help!     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 5

Information on availability

Accepted Answer

The item I want is sold out. When will it be available again?        Sold out? No worries, you can sign up for a notification when it's back in stock directly on the product page. We'll send you an email as soon as the item is available again!     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 6

Ironing instructions

Accepted Answer

What should I do if an item arrives slightly creased?       We sincerely apologize for the inconvenience. During transport, items can become creased from lying folded for extended periods. Here are some tips to smooth out your garment:     Rewashing/tumble drying: Wash or dry the item as usual in the dryer – this often smooths out the wrinkles by itself.     Iron at a low temperature (if necessary): If creases persist, use a steam iron at a low temperature. Avoid direct contact with prints or delicate fabrics to prevent damage.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 7

Definition of a pre-sale item

Accepted Answer

What is a pre-sale item?       A pre-order item is a product that is not yet in stock but is offered for purchase in advance. These items are typically shipped within a specific timeframe once they arrive at our warehouse. Purchasing a pre-order item allows you to reserve popular new releases or take advantage of limited-time pricing. Please note that pre-order orders may experience slight shipping delays, and the estimated shipping date will be displayed on the product page.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 8

Accepted payment methods

Accepted Answer

Which payment methods are accepted?      We accept various payment methods, including all major credit cards (VISA, MasterCard, AMEX), Klarna, PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay (available only in the USA/NZ/AU/CA). Please note that some banks may charge international transaction fees.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 9

Payment for the order

Accepted Answer

How can I tell that my payment was successful?       Once your payment has been successful, we will send you a confirmation email with all order details. Can't find it? Check your spam folder or simply contact our customer service. We're happy to help!     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 10

Payment deadline

Accepted Answer

What is the payment deadline?       Under normal circumstances, you must complete payment within 30 minutes of placing your order. Otherwise, the order will be automatically canceled by the system. However, if you are using an offline payment method (e.g., OXXO in Mexico or paying in a supermarket in Japan), you must complete payment within 3 days of placing your order. Otherwise, the order will be canceled. We recommend completing payment as soon as possible to ensure product availability and smooth processing.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 11

Problems with payment

Accepted Answer

My Klarna payment failed. What should I do?      We're sorry your payment didn't go through. Here are some common reasons why this might happen:     Payment restrictions: Klarna may reject a transaction based on a quick credit check or your previous payment history.     Missing information: Payments can also fail if important details such as your billing address or contact details are missing from your Klarna account.     Tip: Log in to your Klarna account (via the app or website) to check for notifications or updates. Still unsure? Klarna customer service can provide more detailed answers.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        I've tried to order several times, but the payment keeps failing. What should I do?      We apologize for the inconvenience. Please check the following:     Make sure your payment method supports international transactions and that you have sufficient funds or an available credit limit.     Try using a different payment method (such as a different credit/debit card or payment provider), or wait a while before trying again - it could be a temporary problem with the payment system.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.         I was charged a higher amount than expected. What's the reason for this?      Please check the following:     Some banks or payment providers may charge currency conversion fees or international transaction fees for orders placed with international retailers.     These fees are charged by your bank or payment provider, not by Halara, and are not included in the total amount of your order.     We recommend contacting your card issuer or payment provider for details on any additional fees. Halara will never charge you more than the total amount shown on your order confirmation.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 12

Total amount of the order

Accepted Answer

Are there any additional fees or surcharges for my order?      Your bank may charge international transaction fees for your order. However, Halara will not charge you any additional fees beyond the order amount.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 13

Discount code

Accepted Answer

How do I redeem a voucher code?          Here's how to redeem your voucher code:     If this is your first time redeeming a voucher, enter your code in the "Voucher code" field at checkout and click "Apply".     If you have already entered the code and return later, your saved voucher will automatically appear in the "Your Vouchers" section. You can select it directly there – re-entry is not required.     Should any problems arise, our customer service team will be happy to help you at any time.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        Can I combine two discount codes in the same order?      Only one discount code can be redeemed per order. If you're unsure which code is most advantageous for you, please contact us by email at    service@thehalara.com    – we'll help you get the most out of your discount.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        Does my discount code apply to all products?      That depends on the terms and conditions of the discount code you received.       We usually provide details about which products a discount code applies to. Some codes may only be valid for specific collections or may exclude promotional or sale items.       Please refer to the original offer details or the page where you received the code.       Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        Why didn't the voucher code/discount work?       Please ensure that your discount code is active and meets all conditions (e.g. minimum order value or exclusion of sale items).       The specific redemption conditions are always stated when the code is issued.       Should the code not work despite meeting the conditions, please contact our customer service and send us the following information:     - The discount code used     - A screenshot of your shopping cart     - A screenshot of the error message         This will allow us to review and resolve your request more quickly.       Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 14

Gift voucher

Accepted Answer

Does a gift card code apply to all items?      Yes, your gift card code is valid without restrictions for all items on our website. It works like a payment method and gives you maximum flexibility in your selection.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        Does my gift card code have an expiry date?      Yes, our gift cards have an expiry date. If your card has expired, please contact our customer service. We will gladly review your case individually and work with you to find a solution.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        Can I use a gift card code and a discount code at the same time?      Yes, you can redeem a gift card code and a discount code at the same time.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.        What do I do if my gift card has expired?      We completely understand, sometimes life gets in the way.     If your gift card has expired, simply contact our customer service via email or live chat. We'll be happy to look into it and do our best to find a solution for you.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 15

Delivery areas

Accepted Answer

Do you deliver to my country? Are there any delivery restrictions?       We ship to numerous international countries and regions. You can find an up-to-date overview here:    here    .     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 16

Shipping methods / Delivery time / Costs

Accepted Answer

What shipping methods are available?      We generally offer the following shipping methods:     1. Standard shipping (6-10 working days)     2. Express shipping (4-8 working days)     3. Super Express Shipping (1-4 working days)     Availability may vary depending on location. You can find an overview of the options for your region    here    .     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.         How long will it take to process and ship my order?       That depends on the contents of your order. Items in stock are usually processed and shipped within 1-3 business days. If you haven't received a shipping confirmation, please also check your spam folder. You can check the status of your order at any time on your order page.     If your order contains pre-order items, it will be shipped in full on the specified shipping date.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 17

Shipment

Accepted Answer

Has my order already been shipped?       If you are wondering whether your order has already been shipped, please note the following information:     First, check if your order contains any pre-order items:     If your order only contains items that are in stock, we usually process it within 1-3 working days.     If your order contains pre-order items, it will be shipped around the specified pre-order shipping date.     You can find the pre-order date on the product page, in the shopping cart, on the order confirmation page or in the order confirmation email.     Once your order has been shipped, you will receive a shipping confirmation email with a tracking number to the address you provided during the payment process.     If you haven't received a shipping confirmation, please check the following:     - Your spam or advertising folder     If the shipping date for your pre-order has not yet passed, we ask for your patience.     If the estimated delivery timeframe has passed, please contact our live chat or customer service via email. Our team will then provide you with the latest information regarding your order.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 18

Shipment tracking

Accepted Answer

How can I track my order after it has been shipped?            You can track your order in the following ways:     1. If you ordered as a guest on our official website, visit    here    and enter your email address and order number to check the current shipping and delivery status.     2. If you placed your order as a registered member on our official website, you can log in and view the current status under "My Orders".     3. If you placed your order via our app, you can log in to your account and also view the latest order status under "My Orders".     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 19

Estimated delivery time

Accepted Answer

When will my order arrive?       If your order has already been shipped, it should generally arrive within the estimated delivery window for your chosen shipping method:     Standard shipping: 6–10 business days     Expedited shipping: 4–8 business days     Express shipping: 1–4 business days     Please note: Delivery times may vary depending on your location.     Detailed shipping guidelines can be found here:     Halara Shipping      Several factors can affect shipping and delivery times:     - Weather conditions (e.g. severe storms)     - Peak times during the holidays     - Customs delays for international shipments     - Logistical problems (e.g. strikes, traffic problems)      Don't worry - our Halara logistics team carefully monitors your shipment until it arrives safely at your door.     If your package has not arrived after the estimated delivery window has expired, please do not hesitate to contact our customer service team.     Do you need further assistance? Our customer service team is available 24/7. You can   click    here    to chat with us anytime.

Question 20

Order not received

Accepted Answer

What should I do if I don't receive my order?      If your order has already been shipped, it should normally arrive within the estimated delivery time window for your chosen shipping method:     Standard shipping: 8–10 business days     Expedited shipping: 6–8 business days     Express shipping: 3–5 business days       Please note: Delivery times may vary depending on your location.     Detailed shipping guidelines can be found here:     Halara Shipping     Several factors can affect shipping and delivery times:     Weather conditions (e.g. severe storms)     Peak times during the holidays     Customs delays for international shipments     Logistical problems (e.g. strikes, traffic problems)     Don't worry – our Halara logistics team will closely monitor your shipment until it arrives safely.     If your package has still not arrived after the estimated delivery window has expired, please do not hesitate to contact our customer service team for assistance.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 21

Problems updating shipping information

Accepted Answer

The shipment tracking information is not being updated.      If your order has already been shipped, it should normally arrive within the estimated delivery time window for your chosen shipping method:     Standard shipping: 8–10 business days     Expedited shipping: 6–8 business days     Express shipping: 3–5 business days     Please note: Delivery times may vary depending on your location.     Detailed shipping guidelines can be found here:      Halara Shipping      Several factors can affect shipping and delivery times:     Weather conditions (e.g. severe storms)     Peak times during the holidays     Customs delays for international shipments     Logistical problems (e.g. strikes, traffic problems)     Don't worry – our Halara logistics team will closely monitor your shipment until it arrives safely.     If your package has still not arrived after the estimated delivery window has expired, please do not hesitate to contact our customer service team for assistance.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 22

Changing the delivery address after shipment

Accepted Answer

Can I change the delivery address after shipment?      We are sorry, but once your order has been shipped, we can no longer directly change the delivery address from our end.     However, we recommend that you contact the shipping provider (such as DHL, UPS, or FedEx) directly as soon as possible. Depending on their policies and the delivery status, some providers may offer an address change or redirection of the delivery.     Please have your tracking number ready when you contact the service provider.     Should you require further assistance, please feel free to contact our customer service team.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 23

Delivered to the wrong address

Accepted Answer

Delivered to the wrong address      Normally, your package will be delivered to the delivery address you provided during the payment process.     If your tracking information shows "Delivered" but you haven't received the package, we recommend the following steps:     Please double-check that the delivery address you entered is correct.     Look around your property (mailbox, porch, entrance area) and check if a family member or neighbor has accepted the package.     Contact the shipping provider to confirm the exact delivery location or recipient.     If you have followed the steps above and still cannot find your package, please contact our customer service team via email or live chat.     When you contact us, please let us know the following:     That you have already checked the steps mentioned above;     The correct delivery address that you confirmed.     Thank you for your patience and cooperation!     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 24

Package not received

Accepted Answer

Marked as delivered, but not received      Normally, your package will be delivered to the delivery address you provided during the payment process.     If your tracking information shows "Delivered" but you haven't received the package, we recommend the following steps:     Please double-check that the delivery address you entered is correct.     Look around your property (mailbox, porch, entrance area) and check if a family member or neighbor has accepted the package.     Contact the shipping provider to confirm the exact delivery location or recipient.     If you have followed the steps above and still cannot find your package, please contact our customer service team via email or live chat.     When you contact us, please let us know the following:     That you have already checked the steps mentioned above;     The correct delivery address that you confirmed.     Thank you for your patience and cooperation!     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 25

Reasons for return to sender

Accepted Answer

Why are packages being returned to the sender?      These are the most common reasons why packages are returned to the sender:     The delivery address was incorrect or invalid.     The delivery person had no access to the delivery location.     Nobody was present to receive the package.     The package was refused.     If your tracking information shows the status "Return to sender", please contact our customer service team as soon as possible so we can help resolve the issue.     If your package has not yet been marked as "return to sender", but your tracking information shows a warning message (such as an address problem), we strongly recommend that you contact the shipping provider immediately to request a new delivery attempt before the package is returned.     For further assistance, please feel free to contact us via live chat or email.     Thank you for your understanding and support!     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 26

Order processing time

Accepted Answer

How long will it take to process and ship my order?      It depends. For items in stock, processing your order takes 1-3 days. If you haven't received a shipping notification to the email address you provided when placing your order, please check your spam folder. You can also view the current shipping status on your order page or contact our customer service team for assistance.     If your order contains pre-order items, your entire package will be shipped before the estimated shipping date shown on the product page.      Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 27

Order status confirmation

Accepted Answer

How do I know if my order was successfully placed?      Once your payment has been successfully processed, you will receive a confirmation email. This email contains your order details and payment confirmation. If you have not received this email, please check your spam folder or contact our customer support for assistance.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 28

Track order status

Accepted Answer

How can I track the status of my order?        You can track your order in the following ways:     1. If you ordered as a guest on our official website, please visit    here    and enter your email address and order number to check the current shipping and delivery status.      2. If you placed your order as a registered member on our official website, you can log in and view the current status under "My Orders".      3. If you placed your order via our app, you can log in to your account and view the latest order status under "My Orders".     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 29

Change email address

Accepted Answer

I entered the wrong email address when I placed my order. How can I change it?       Entered the wrong email address during checkout? Don't worry, we can help! Please contact our customer service team and provide the following information so we can quickly locate your order and update your email address:     Proof of payment – A screenshot of your payment and the transaction ID     Order details – The email address you used during the payment process, your delivery address, and the order amount.       Your correct email address will help us process your request as quickly as possible.     Thank you for your understanding and cooperation!     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 30

Change delivery address

Accepted Answer

Can I change my delivery address after placing my order?      That depends on the shipping status of your order.      1. Within the first hour after placing your order, you can cancel it on the order page and place a new order.     2. One hour after placing your order, provided it has not yet been shipped or handed over to our logistics provider, we can help you change your delivery address.     3. If the order has already been shipped or transmitted to the logistics provider, we can no longer change the delivery address.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 31

Change billing address

Accepted Answer

Can I change my billing address after placing my order?       We are sorry, but the billing address cannot be changed after the order has been placed.     You can contact your payment provider directly (e.g., credit card, PayPal, Klarna, etc.) to see if your billing address can be updated in your account settings.      Please be assured that your order will be sent to the "delivery address" you provided during the payment process, and this will not be affected by the billing address.       For further assistance, please contact our customer service team at    service@thehalara.com    .

Question 32

Different billing and delivery address

Accepted Answer

What if my delivery address is different from my billing address?      We're sorry, but the billing address cannot be changed once you've placed your order. You can contact your payment provider (such as your credit card account, PayPal, or Klarna) to check if your billing information can be updated there.     Rest assured, your order will be shipped to the delivery address you provided during checkout. It will not be affected by the billing address.     If you need to update your delivery address, please contact our customer service as soon as possible via live chat or email.     For further assistance, please contact our customer service team at    service@thehalara.com    .

Question 33

Add products

Accepted Answer

Can I add items to an existing order?       Unfortunately, we cannot add items to an existing order. If you would like to purchase additional items, we recommend placing a separate new order.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 34

Remove products

Accepted Answer

Can I remove items from an existing order?      This depends on the shipping status of your order. Please consider the following scenarios:       Within 1 hour of placing your order:  You can click on "Cancel order" directly on your order page and place a new order.       More than 1 hour after placing the order, but the order has not yet been shipped or handed over to the shipping company:      Please contact us and we will do our best to help you remove unwanted items. If the interception is successful, we will refund you for the removed items.      If the order has already been shipped or handed over to the logistics provider:  We are sorry, but at this stage we cannot make any changes to the order.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 35

Exchange product

Accepted Answer

Can I remove an item or change a product in my existing order?       This depends on the shipping status of your order. Please note the following situations: Within 1 hour of placing your order:     You can cancel the order directly on the order page and place a new one. More than 1 hour after placing the order, but the order has not yet been shipped:     Please note that we do not support switching to a completely different product.       If your order has not yet been shipped, we can help you change the color or size of the same item or remove an unwanted item from your order.     Please contact our customer service team as soon as possible for assistance.       If your order has already been shipped or handed over to the logistics provider:     Unfortunately, we cannot make any changes at this stage. Thank you for your understanding!     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 36

Order number not found

Accepted Answer

I successfully placed my order, but I haven't received an order number. What should I do?      After your payment has been successfully processed, you should receive a confirmation email with your order number and details. If you have not received this email:      - Please double-check that the email address you entered during the payment process is correct.     - Check your spam or junk mail folder.       If you still haven't received the email, please contact Halara customer service via email or live chat and provide the following information:       Proof of payment  : A screenshot of the payment and the transaction ID      Order details:  The email address used during the payment process, delivery address, and order amount.       This information will help us quickly locate your order and resolve the issue. Thank you for your patience and understanding!     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 37

Cancel order

Accepted Answer

How can I cancel my order after I have placed it?      That depends on the shipping status of your order.      1. Within the first hour after placing your order, you can cancel it on the order page and place a new order.     2. One hour after placing your order, provided it has not yet been shipped or handed over to our logistics provider, we can assist you in cancelling your order.     3. If the order has already been shipped or transmitted to the logistics provider, we can no longer cancel your order.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 38

Special packaging / Special requirements

Accepted Answer

Can I add special instructions to my order?      Unfortunately, we are currently unable to accommodate any special instructions.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us at any time.          Can I request gift wrapping or special packaging for my order?      Unfortunately, we do not currently offer a gift wrapping or special packaging service.      Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 39

Free gifts

Accepted Answer

Can I choose the color of the gift item?      Unfortunately, the color of your free gift will be chosen randomly.       Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.        Can I choose a specific gift item?      Unfortunately, we are currently unable to accept any specific requests for your free gift.      Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.        Can I remove free gifts when placing an order?      We're sorry, but free gifts cannot currently be removed from orders. These free items are automatically added to eligible orders as part of our special promotion.      Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 40

Return Policy

Accepted Answer

What is your return policy?      You can initiate your return within 30 days of delivery. Please note that return shipping costs are non-refundable.      Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 41

Return period

Accepted Answer

What is the return period?        You can initiate your return process here:    here       We will process your request and send you a confirmation email within 24 hours. If you haven't received it, please check your spam folder or contact our customer service for assistance.       Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 42

Return process

Accepted Answer

How can I return an item?      You can initiate your return process here:    here      We will process your request and send you a confirmation email within 24 hours. If you haven't received it, please check your spam folder or contact our customer service for assistance.     Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 43

Return shipping costs

Accepted Answer

Who pays for the return shipping?      All return shipping costs are to be borne by the customer, unless there is a quality problem.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 44

Return policy

Accepted Answer

What are your return policies?      To be eligible for a return, the items must meet the following conditions:     1. The items and all accompanying free gifts must be returned in their original condition - unused, unwashed and with all original tags attached.     2. Swimwear, bodysuits, and lingerie can only be returned if the sanitary liner is still intact. Unfortunately, for hygiene reasons, we cannot accept returns of underwear, bras, water shoes, hair accessories, glasses, hats, socks, jewelry, shapewear, masks, or other items where the product page states that returns/exchanges are not supported.      Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us at any time.

Question 45

Packaging tips for returns

Accepted Answer

Packaging tips for returns      Please use a padded envelope, not a cardboard box, to return your items. To ensure your return arrives safely and undamaged, we strongly recommend using a durable padded envelope instead of a cardboard box. Cardboard boxes are more prone to damage during transit, which can lead to lost items. Unfortunately, we cannot investigate or compensate for losses due to damaged cardboard boxes.      Do you need further assistance? Our customer service team is available 24/7. You can  click   here    to chat with us anytime.

Question 46

Refund period for returned items

Accepted Answer

When will I receive the refund for my returned item?      Refunds will be issued once we have received and inspected the eligible returned item.     Due to the high volume of returned items, we kindly ask you to allow 3 to 5 working days for processing your refund after the return item has arrived.      Please also check the return instructions provided to you, as in some cases we may need to ask you to contact us or provide additional information before we can initiate the refund process.     Should this be necessary, please carefully follow the steps described in the return instructions to avoid delays.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 47

Status of return requests

Accepted Answer

What should I do if I have submitted a return request but have not received a response?      We normally send a follow-up email to the address you used for your order within 24 hours of successfully submitting your return request. Please be sure to check both your inbox and your spam/junk folder. If you still haven't received an update, please contact our customer service team via email or live chat. We'll be happy to help you check the status of your return request.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 48

Return address

Accepted Answer

To which address should I return my item?      The return address depends on your shipping location.      Once you have submitted your return request and confirmed your intention to return the item, we will usually send you an email with return instructions within 24 hours. This email will contain:     Available return methods      The correct return address      Packaging and shipping guidelines.        Please follow the instructions in this email to complete your return.        If you haven't received the email, please check your spam or junk folder. If it's still missing, please contact our customer service team via live chat or email, and we'll be happy to help.     Do you need further assistance? Our customer service team is available 24/7. You can find them    here   .    Click to chat with us anytime.

Question 49

Troubleshooting login problems

Accepted Answer

What should I do if I can't log into my account?              Please follow these steps:     First, check if you have already registered an account.     If you are unsure, try resetting your password via your email address.        If you are registered but have forgotten your password:     On the login page, click the "Forgot your password?" link and follow the instructions to reset it via your registered email address.        If you have not yet registered:     You can use your email address to create a new account and set a password to log in normally.       For further assistance, please contact our customer service team here    .      .

Question 50

Register a Halara account

Accepted Answer

How do I register a Halara account?              You can create a Halara account on our website using your email address, phone number, Facebook or Google account, or in our app using only your email address or phone number.       For further assistance, please contact our customer service team at    service@thehalara.com    .

Question 51

Registration on the website

Accepted Answer

How do I register an account on the official website?      1. Go    here    .     2. Choose your preferred login method:         By email:      - Select your country/region.     - Enter your email address and click "Send code" to receive a confirmation email.     - Enter the code, create a password and agree to the terms and conditions.     - Click on "Create account".         By phone:      - Click on "Register with phone".     - Select your country/region, enter your phone number and request an SMS code.     - Enter the code, create a password and agree to the terms and conditions.     - Click on "Create account".         Via Facebook/Google:      - Click on the appropriate icon to log in immediately.       For further assistance, please contact our customer service team at    service@thehalara.com    .

Question 52

Registration in the app

Accepted Answer

How do I register an account in the Halara app?              1. Open the Halara app and go to "Me" → Log in/Register.     2. Sign up with your email address or phone number.     3. Follow the same steps as above to complete the registration.     For further assistance, please contact our customer service team at    service@thehalara.com    .

Question 53

Personal data / Delete Halara account

Accepted Answer

How can I delete my personal data?       Request deletion of the Halara app account:      1. Click on “Account settings”.     2. Click on "Submit account deletion request".     3. Click on "Request account deletion".         Request deletion of the Halara website account:      Please contact our customer support team via email or live chat for assistance with account deletion.     For further assistance, please contact our customer service team at    service@thehalara.com    .        What does it mean to delete an account or personal data?      Deleting your account will permanently remove all associated data, including coupons, points, order history, messages, files, and images. After deletion, you will no longer be able to access your Halara account or make purchases on our website or in our app.      For further assistance, please contact our customer service team at    service@thehalara.com    .