Question 1

Halara return period

Accepted Answer

You have a statutory right of withdrawal of 14 days from receipt of your order. We voluntarily extend this period to a total of 30 days. You then have a further 30 days to return your items to us.      Returns are easy online      You can complete your return entirely online without manual approval. Simply follow the instructions to register your return and submit your return package along with the tracking number.        Do you need help?      If you have problems logging in, encounter a system error, or wish to return an item due to a quality defect, simply contact our customer service    here    .   We will be happy to assist you and process your return manually.

Question 2

Return Policy & Exclusions

Accepted Answer

For hygiene reasons and to ensure product quality, the following return conditions apply:      General return policy      - The items must be in their original condition - unworn, unwashed and with all original tags.     - All free gifts that you received with your order must also be returned.        Items excluded from returns      For hygiene reasons, the following items unfortunately cannot be returned or exchanged:     - Underwear & Lingerie:    underwear     - Hygiene-sensitive items:    Shapewear    swimwear     - Personal accessories & wearables:    Socks    Jewelry earrings     - Miscellaneous:    Other items that are explicitly marked as "non-returnable" or "non-exchangeable" on the product page.         Please ensure your return arrives in perfect condition. We can only accept items that are unworn, unwashed, undamaged, and with all original tags attached.       Should a return not meet these requirements, we reserve the right to refuse it.

Question 3

Exclusions for quality defects

Accepted Answer

Please request your return within 30 days of receiving your order. If you wish to return an item, please ensure that your return request is submitted within this period.     All returned items are carefully inspected upon receipt. Returns can be accepted provided the items show no damage caused by wear, washing, improper care, unauthorized repairs, alterations, or other external influences. If these conditions are not met, we unfortunately cannot accept the return.       If you received a damaged or defective item, or if there was a problem during shipping,  please indicate this in your return request.  This will allow us to quickly review your case and assist you in the best way possible.       The following cases are not considered quality defects:     -  Production-related characteristics  : Loose threads, open edges, slight differences in material thickness or structure, and color variations due to different screen settings do not constitute a quality defect.     -  Personal preferences  : If you don't like the style, color, or fit, this is not considered a quality defect.     -  Damage after purchase  : Damage caused by wearing, washing, improper care, alterations or self-repairs is not considered a quality defect.     -  Size variations  : Please check our size chart before purchasing. Our customer service team will be happy to assist you with a size recommendation. However, if an item does not fit, this is not considered a quality defect.     -  Design-related differences  : Depending on the design and style, slight variations in dimensions may occur between items of the same size. The product dimensions specified on the product page are definitive.

Question 4

Return policy for free gifts

Accepted Answer

If you only return part of your order, you can of course keep your free gift.     If you wish to return your entire order for a refund, please also return the free gift in its original condition. This will allow us to fully process your refund in accordance with our return policy.

Question 5

Exchange policy

Accepted Answer

Unfortunately, we do not currently offer direct exchanges.     If you would like a different item, you can simply place a new order and return the original item to us. Once we receive your return, we will process your refund as quickly as possible.

Question 6

refund

Accepted Answer

Processing time      Once we have received and inspected your return, we will process your refund within   3-5 working days.        Refund method      Your refund will be processed within   5 working days   of receipt via the original payment method.     If you choose to receive a refund to a Halara gift card, the processing time is only   1-2 working days   .        Important instructions      Unfortunately, the original shipping costs cannot be refunded.     If you paid using a payment method that requires manual confirmation (e.g. Klarna or Afterpay), we will contact you by email before issuing the refund.     If the card you used is no longer valid, please contact your bank or card issuer. They will help you get your refund.     If the refunded amount is lower than expected, this may be due to exchange rate fluctuations or bank fees. In this case, please contact your payment provider directly.        You haven't received your refund yet?      If more than 14 days have passed since we received your return and you haven't received a refund, please contact us    here    . We will check the status of your refund and assist you as quickly as possible.        Didn't receive an email?      Please also check your spam or junk folder and mark emails from Halara as "Not Spam" so you don't miss any important updates.     You can check the current status of your return at any time    here    .

Question 7

Can I return or exchange an item without a receipt?

Accepted Answer

Unfortunately, we do not currently offer direct exchanges.     If you would like a different size for a returnable item, we recommend that you return the original item to us and simply order the desired size in a new order.     You don't need a receipt or proof of purchase for your return. We will process your return based on your order information.     Please ensure that returned items and any free gifts arrive in their original condition – unworn, unwashed, and with all original tags attached. Provided these conditions are met, your return can be processed according to our return policy.

Question 8

Return shipping costs

Accepted Answer

You are responsible for the return shipping costs, unless the return is due to a quality defect or an error on our part.     We recommend choosing a shipping method with tracking for your return to ensure that the package arrives safely with us.        Special note      Customers in Germany, the USA, France, Great Britain and Australia may be eligible for a free return on their first order.     Please note that this generally does not apply to order cancellations.

Question 9

How do I initiate a return?

Accepted Answer

Here's how to submit a return:     1. Go to “My Orders”     2. Click on “Show all”     3. Click on “Return”     4. Select the items you wish to return.     5. Choose a reason for return     6. Choose your preferred return solution     7. Choose the return method     8. Submit your request           Notes:     1. Return labels and QR codes are only provided  for eligible returns  .     USA: Depending on the order and delivery address, return labels or QR codes may be available.      Germany  : Return labels may be available for eligible orders. QR codes are  not currently supported  .       2. Please do not send your return to the sender's address on the original package. This is not the return address. Returning your package to this address may delay or prevent processing. Always use the return address on the return label we provided.       3. Please ensure that your return package contains only items purchased through the Halara website or app. We cannot accept responsibility for any third-party items accidentally included.       4. To ensure your refund is processed quickly and smoothly, the returned items must match your original return request. Please be sure to use the return label we provided. Any discrepancies may cause processing delays.       5. If possible, place the items back into the original transparent packaging with the SKU and barcode label. If the original packaging is damaged, lost, or too small, you can also use your own clean packaging.

Question 10

Check return status

Accepted Answer

Here's how to check the status of your return:     1. Go to “My Orders”     2. Click on “Show all”     3. Click on “My Returns”

Question 11

What if I made a mistake when sending my return?

Accepted Answer

To ensure your return is processed smoothly, please observe the following instructions:     Return to the correct address: Please use the return address provided during your return process. Unfortunately, we cannot accept or process packages sent to a different address.     Return only Halara items: Please return only the items that belong to your Halara order. We cannot accept responsibility for any third-party items accidentally included with your order and generally cannot accept returns for these.     Item condition: Please ensure that all items are returned unworn, unwashed, undamaged, and with all original tags and packaging. We regret that we cannot accept returns that do not meet these requirements.     Complete return information: Please ensure you include all required documents and return information. Missing information may delay the processing of your return.     Please adhere to the return deadline: Request and send your return within the applicable return period. Unfortunately, we cannot accept returns outside of this period.       ⚠️ Important: All returned items must be in their original condition – unworn, unwashed, undamaged and with all original tags and packaging.     💡 Our tip: Before sending your return, please double-check the return address, the items included, and the packaging. This will allow us to process your return quickly and easily.     📌 If a return does not comply with our return policy or accidentally contains incorrect or non-returnable items, we unfortunately cannot offer a refund or compensation.

Question 12

International Return Policy

Accepted Answer

Halara's return policy is largely identical in most countries. However, there may be slight variations in some regions.     We recommend you check the current return policy on our website. If you have any questions or need assistance, our customer service team will be happy to help you    here    .

Question 13

Do you need further assistance?

Accepted Answer

If you've noticed an error in your order, or if you have any questions or concerns, simply contact our customer service   here   . We'll be happy to help and find a suitable solution together.