Question 1

Halara Return Window

Accepted Answer

Under normal circumstances, our refund policy requires you to submit your request within 30 days of receiving your package, and you will then have another 30 days to return the items. However, considering your holiday schedule, if you have any concerns or difficulties, please contact our customer service team at service@thehalara.com for assistance.

Question 2

Refund Eligibility & Exclusions

Accepted Answer

To ensure hygiene and product integrity, please note the following return requirements and exclusions:        General return requirements:        1. Items must be in their original condition: unused, unwashed, and with all original tags.     2. All gifts received with the order must also be returned.        Non-returnable items (for hygiene reasons)       The following items cannot be returned or exchanged for hygiene reasons:        1. Underwear and intimate apparel: Underwear, bras     2. Hygiene-sensitive items: Shapewear, face masks     3. Personal accessories and wearables: Water bottles, hair accessories, glasses, hats, socks, jewelry     4. Other: Items specifically marked as "non-returnable/non-exchangeable" on the product page        Conditional exceptions       Swimwear, bodysuits and lingerie can only be returned if:        1. The hygienic liner is intact     2. The labels are in place     3. The items have not been used or washed.       Please ensure that the items you return are in good condition upon delivery. We only accept returns of items that are unused, unwashed, undamaged, and in their original condition with all tags attached. We reserve the right to refuse any return that does not meet these conditions.

Question 3

Exclusions for Quality Defects

Accepted Answer

Our refund policy requires you to submit your refund request within 30 days of receiving your package. If you wish to return your item for any reason, please ensure you do so within this timeframe. We will inspect all returned products and will only accept items undamaged by use, washing, improper care, self-repair, modifications, or other human factors. Otherwise, we reserve the right to refuse your return request.       If you received a defective product due to a quality or logistics issue, please inform us when submitting your return request so we can assist you.       Please note that the following conditions are not considered quality defects:        Production characteristics:      Loose threads, unfinished edges, variations in thickness or texture, and color differences caused by screen settings are not considered quality problems.        Subjective preferences:      Returns due to dissatisfaction with style, color, or personal preferences are not considered quality issues.        After-sales problems:      Damage resulting from improper use, washing, care, or maintenance. Repairs, modifications, or other human factors are not considered quality defects.        Size discrepancies (always check measurements before buying):      Please consult our size chart before purchasing, as our service team can only offer recommendations. Returns due to sizing issues are not considered quality defects.        Design variations:      Due to differences in design and style, slight variations may occur between items of the same size. Please refer to the actual measurements for accuracy.

Question 4

Free Gift Return Policy

Accepted Answer

If you return part of your order, you can keep the gift. However, if you return the entire order for a refund, the gift must also be returned in its original condition to complete the refund process, as described in our policy.

Question 5

Change Policy

Accepted Answer

At this time, we do not offer direct exchanges. You can simply place a new order for the item you want and return the original. We will process your refund as soon as we receive the returned package.

Question 6

Refund

Accepted Answer

Processing time:        Refunds will be processed within 3 to 5 business days after receipt and inspection of the returned item.        Refund method:        Refunds are issued to your original payment method within 5 business days of processing.     For Halara gift card refunds, processing takes 1-2 business days.        Important notes:        Original shipping costs are non-refundable.       If you paid using methods that require manual confirmation (e.g., Klarna or Afterpay), we will send you a confirmation email before issuing a refund.       If your card is no longer valid, please contact your card issuer or your bank for assistance.       If the refund amount received is lower, it may be due to the exchange rate or bank fees; we recommend that you check with your provider.        Have you not received your refund?        If more than 14 days have passed since your return and you have not received your refund, please contact us at service@thehalara.com.        Is your email address not showing up?        Please check your junk mail or spam folder and mark emails from Halara as "Not Received" or "Spam" to avoid missing updates. To check the status of your return, click    here    for more information.

Question 7

Can I return or exchange an item without a receipt?

Accepted Answer

We do not currently offer direct exchanges. If you wish to exchange a returnable item for a different size, we recommend returning the original product and placing a new order for the correct size. You do not need to provide the original receipt; your return will be processed according to your order information. Please ensure that items and any accompanying gifts are returned in their original condition: unworn, unwashed, and with all original tags attached, in accordance with our return policy.

Question 8

Return shipping fee

Accepted Answer

Customers are responsible for return shipping costs, unless the return is due to a quality problem or an error on our part.       We recommend using a trackable shipping method to ensure your return arrives safely.        Special note:      Customers in Germany, the USA, France, the UK, and Australia are eligible for free returns on their first order. This typically does not cover order cancellations.

Question 9

How do I start a return?

Accepted Answer

Go to "My Orders" →     Click on "View all" →     Click on "Return" →     Select the item(s) to return →     Click on "Select return reason" →     Choose "Return Solution" →     Choose "Return Method" →     Submit application.         Note:       1. Return labels and QR codes are only provided for eligible returns.     United States: Return labels and QR codes may be available depending on order details and shipping address.     Germany: Only return labels may be available for eligible orders. QR codes are not supported.       2. Do not send your return to the sender address shown on the original package. This is not the return address, and using it may delay or prevent your return from being processed. Always send your return to the address indicated on the return label we provided.       3. Please ensure your return package contains only items purchased on the Halara website or app. We are not responsible for the return of any items, including unrelated items mistakenly included in your return.       4. To ensure a quick and hassle-free refund process, the items you return must match your original return request. You must use the correct return label or QR code. Any discrepancies could result in delays or prevent us from processing your return.       5. If available, return the items to the original clear bag with the SKU and barcode. If the original packaging is damaged, missing, or too small for all the items, you may use your own clean packaging.

Question 10

Check the status of your return

Accepted Answer

Go to "My Orders" →     Click on "View all" →     Click on "My Return"

Question 11

What if I made a mistake when sending my return?

Accepted Answer

Halara is not responsible for any problems arising from customer negligence during the return process. This includes, but is not limited to:       Returns sent to an incorrect location will not be received or processed.       Return of incorrect items or products that are not from Halara: we cannot identify or return them, so no refund will be issued.       Returns of used, washed, damaged items or items without original tags or packaging: these returns do not meet the requirements of our policy and will be rejected.       Failure to include required documentation or labels: lack of return information may delay or void processing.       Return of items outside the return period: returns initiated or delivered outside the permitted period will not be accepted.        Important:  All returned items must be in their original condition: unused, unwashed, with original tags and packaging intact.       Please check the return address, items, and packaging before shipping to ensure compliance.       Halara reserves the right to refuse any return that does not comply with our policy. No compensation or refund will be provided for "Incorrectly shipped or ineligible items."

Question 12

International Returns Policy

Accepted Answer

Halara's returns policy is virtually the same in all countries, with slight variations in certain regions. We recommend checking our website for more information or contacting customer service at service@thehalara.com.

Question 13

Aid

Accepted Answer

If you notice any errors in your order or have any questions, please don't hesitate to contact our Customer Service team at service@thehalara.com. We're here to help!