Question 1

Fabric and care

Accepted Answer

What materials are Halara products made from?    At Halara, our textile team develops technical and functional fabrics that prioritize quality, comfort, and durability. As part of our commitment to more responsible fashion, some of our fabrics are made from recycled materials to help reduce waste. To learn more, see the information available     here     .

Question 2

Size guide

Accepted Answer

How do I choose the right size for me?       Not sure which size to choose? Here's how to find the right fit for you:   1. Consult the size guide on each product page. Scroll down to access the full guide, with measurements for chest, waist, hips and more.   2. Compare your measurements to those in the size chart using a flexible measuring tape. Also, remember to check the sizing notes, as some patterns run small and others are very stretchy.   3. If you're still unsure, simply contact our customer service team with your measurements by clicking     here     . We'll be happy to help you choose the right size.

Question 3

Length variations

Accepted Answer

What is the difference between 7/8 length and full length, or between Regular, Petite and Tall cuts?    The main difference concerns the inseam, that is to say, the length of the trousers. The waist and hip measurements remain the same for the same size; only the length changes.   Here's a quick guide:    •  7/8 length: slightly shorter, it stops above the ankle. It's ideal for a lighter look or if you're on the shorter side.    •   Full length:  it reaches or covers the ankle, for a more classic and covering drape.    •  Regular fit: standard length suitable for most body shapes.    •  Petite fit: shorter inseam and overall proportions, designed for slender figures.    •   Tall Fit:  longer inseam, ideal if you are tall or if you are looking for more length.

Question 4

Color differences

Accepted Answer

Can the color of the product differ from that shown on the website?    We do our best to display the true colors of our products. However, please keep in mind that they may appear slightly different depending on your screen settings. If the color you receive seems significantly different from what you expected, simply contact our customer service by clicking     here     . We're here to help.

Question 5

Restocking schedule

Accepted Answer

The product I want is out of stock. When will it be available again?             Out of stock? No worries, you can sign up for a restock alert directly on the product page. We'll send you an email as soon as the item is back in stock!       Need more help? Our customer service team is available 24/7 to assist you. You can click    here    to chat with us anytime.

Question 6

Ironing guide

Accepted Answer

What should I do if the item I received is slightly creased?        We apologize for the inconvenience. During shipping, items can become creased due to prolonged folding. Here are some tips to help restore your garment's shape: Rewash/Machine Dry: Wash or dry the item as usual—this often helps creases disappear naturally. Iron at a low temperature (if necessary): If creases persist, use a steam iron at a low temperature. Avoid direct contact with printed designs or delicate fabrics to prevent damage.       Need more help? Our customer service team is available 24/7 to assist you. You can click      here      to chat with us anytime.

Question 7

What is a pre-order item?

Accepted Answer

A pre-order item is a product that is not yet in stock but is available for purchase. These items are generally shipped within the stated timeframe once they arrive at our warehouse. Purchasing a pre-order item allows you to reserve popular new releases or take advantage of special temporary pricing. Please note that pre-orders may experience slight shipping delays, and the estimated shipping date is indicated on the product page.

Question 8

Accepted payment methods

Accepted Answer

What payment methods do you accept?    We accept various payment methods, including major credit cards such as Visa, Mastercard, and American Express, as well as Klarna, PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay. Afterpay is available only in the United States, New Zealand, Australia, and Canada. Please note that some banks may charge international transaction fees.

Question 9

Payment for an order

Accepted Answer

How can I know if my payment has been successfully processed?    Once your payment is processed, we'll send you a confirmation email with all your order details. Can't find it? Check your spam folder or simply contact our customer service team     here     . We'd be happy to help.

Question 10

Payment troubleshooting

Accepted Answer

My Klarna payment failed. What should I do?        We're sorry your payment failed. Here are some possible reasons: Payment restrictions: Klarna may decline a transaction based on a quick credit check or your payment history. Missing information: Payments may also fail if your Klarna account is missing essential information like your billing address or contact details. Tip: Log in to your Klarna account (via their app or website) to check for any alerts or updates. Still unsure? Klarna customer support can provide more specific answers.       Need more help? Our customer service team is available 24/7 to assist you. You can click      here      to chat with us anytime.      I've tried placing an order several times, but the payment fails every time. What should I do?      We apologize for the inconvenience. Please check the following: ensure your payment method allows international transactions and that there is sufficient balance or credit available. Try using a different payment method (such as another bank card or provider), or wait a while before trying again—this may be a temporary issue with the payment system.       Need more help? Our customer service is available 24/7 to assist you. You can click      here      to chat with us anytime.      I was charged more than expected. Why?      Please note the following: Some banks or payment providers may charge currency conversion or international transaction fees for orders placed with foreign merchants. These fees are applied by your bank or payment platform and are not included in your order total. We recommend contacting your card issuer or payment provider for details regarding any additional charges. Halara will never charge you more than the total amount shown in the order confirmation.       Need more help? Our customer service team is available 24/7 to assist you. You can click      here      to chat with us anytime.

Question 11

Total order amount

Accepted Answer

Will I have to pay any additional fees or surcharges associated with my order?        Your bank may charge international transaction fees related to your order. Halara will never charge you any additional fees beyond the order amount.       Need more help? Our customer service is available 24/7 to assist you. You can click      here      to chat with us anytime.

Question 12

Regarding sales tax

Accepted Answer

Do the prices displayed on the website include sales tax?        The prices displayed on the product pages do not include sales tax. The total cost, including the subtotal, shipping fees, and sales tax, is shown on the order page. Please note that sales tax varies by country and territory.       Need more help? Our customer service is available 24/7 to assist you. You can click      here      to chat with us anytime.

Question 13

Promo code

Accepted Answer

How do I apply a promo code?          Here's how to use your promo code: First time using it? Simply enter your code in the "Promo Code" field at checkout and click "Apply." Already used it but came back later? No problem, your saved coupon will appear in the "Your Coupons" section on the payment page. Simply click on it to apply it, without re-entering the code. Having trouble? Our customer service team is always here to help!       Need more help? Our customer service team is available 24/7 to assist you. You can click      here      to chat with us anytime.        Can I combine two promo codes in the same order?        Only one promo code can be used per order. Not sure which one to apply? Simply email us at    service@thehalara.com    — we'll be happy to help you get the most out of your discount!       Need more help? Our customer service team is available 24/7 to assist you. You can click    here    to chat with us anytime.        Does my promo code apply to all products?        It depends on the terms and conditions of the promo code you received. Generally, when we provide a promo code, we specify which products it applies to. Some codes may only work for specific collections or exclude items that are already on sale or discounted. Please refer to the original offer or the page where you received the code.       Need more help? Our customer service team is available 24/7 to assist you. You can click      here      to chat with us anytime.        Why didn't the promo code/discount work?        Make sure the code is active and meets the terms and conditions (e.g., minimum purchase amount, usable only on full-price items, etc.). We always include the terms and conditions when issuing a promo code. Some codes may be limited to certain collections or may not apply to sale items. Please carefully check the specific terms of your coupon. If your order meets the criteria and the code still doesn't work, contact our customer service team via LiveChat or email, providing: the promo code you're trying to use, a screenshot of the items in your cart, and a screenshot of the error message. This will help us investigate and assist you more effectively.       Need more help? Our customer service is available 24/7.   You can click      here      to chat with us anytime.

Question 14

Gift card

Accepted Answer

Does a gift card code apply to all items?        Yes. Your gift card code is valid on all items on our website without exception. It works like cash, giving you complete freedom in your choices.       Need more help? Our customer service is available 24/7.        Does my gift card code have an expiry date?        Yes, our gift cards do have an expiry date. However, we understand that unforeseen circumstances can arise. If your card has expired, please don't hesitate to contact our customer service team. We'll be happy to review your situation and see what we can do to help.       Need more help? Our customer service is available 24/7.        Can I use a gift card code and a promo code at the same time?        Yes, you can use both a gift card code and a promo code on the same order.       Need more help? Our customer service is available 24/7.        What should 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 team by email or LiveChat. We'll review your case and do our best to find a solution.       Need more help? Our customer service is available 24/7.

Question 15

Delivery Countries/Regions

Accepted Answer

Can I have my order shipped to my country? Are there any delivery restrictions?        We deliver to many countries and territories internationally. To see where we currently ship, please click      here       .          Need more help? Our customer service is available 24/7.

Question 16

Shipping Methods/Delivery Times/Costs

Accepted Answer

What delivery options are available?        We generally offer three delivery options: 1. Standard delivery (8–10 business days) 2. Express delivery (6–8 business days) 3. Super express delivery (3–5 business days). Availability may vary depending on your location. Click   here    to    check the options available in your area      .          Need more help? Our customer service is available 24/7.        How long does it take to process and ship my order?        It depends on the contents of your order. For in-stock items, we typically process and prepare orders within 1–3 business days. If you haven't received a shipping confirmation email, please check your spam folder. You can also track the shipping status on your order page or contact our customer service. If your order includes pre-order items, the entire package will be shipped on the estimated date shown on the product page.       Need more help? Our customer service is available 24/7.

Question 17

Shipping

Accepted Answer

Has my order been shipped?        If you're wondering whether your order has shipped, here are the steps to follow: First, check if it contains any pre-order items. If it only contains in-stock items, we typically process it within 1–3 business days. If it includes pre-order items, it will ship around the estimated date (visible on the product page, in your cart, in the confirmation email, or on the confirmation page). Once shipped, you'll receive a confirmation email with a tracking number. If you haven't received it, please check your spam or promotions folder. If the pre-order date hasn't passed yet, please be patient. If the estimated delivery date has passed, please contact our customer service team via LiveChat or email for an update.       Need more help? Our customer service is available 24/7.

Question 18

Track the shipment status

Accepted Answer

How can I track my order once it has been shipped?          You can track your order in several ways: 1. If you ordered as a guest on our site, go      here      and enter your email + order number.     2. If you ordered with a registered account on our site, log in and view "My Orders".     3. If you ordered through our app, log in and check "My Orders". Need more help? Our customer service is available 24/7.

Question 19

Estimated delivery time

Accepted Answer

When will my order arrive?        If your order has been shipped, your package should arrive within the estimated timeframe based on the chosen shipping method: Standard: 8–10 business days / Express: 6–8 business days / Super Express: 3–5 business days. Please note: delivery times vary depending on your location. See  our detailed shipping policies   here    . Several factors can affect delivery: weather conditions, holidays, customs delays, and logistical issues (strikes, traffic). Don't worry—the Halara logistics team tracks your package until it is delivered. If your package has not arrived by the estimated timeframe, please contact our customer service.       Need more help? Our customer service is available 24/7.

Question 20

Order not received

Accepted Answer

What should I do if I don't receive my order?        If your order has been shipped, your package should arrive within the estimated delivery time based on the chosen shipping method: Standard: 8–10 business days / Express: 6–8 business days / Super Express: 3–5 business days. Delivery times may vary depending on the country/region. Please note that certain factors may temporarily delay tracking updates: adverse weather conditions, high volumes during the holiday season, customs delays, and logistical disruptions (strikes, traffic). If your package is still within the estimated delivery time, please be patient. If the tracking information is not updated and the delivery time has passed, please monitor your notifications or contact our customer service. Thank you for your patience and understanding!       Need more help? Our customer service is available 24/7.

Question 21

Problems updating delivery information

Accepted Answer

Why isn't the tracking information being updated?        If your order has been shipped, your package should arrive within the estimated delivery time based on the chosen shipping method: Standard: 8–10 business days / Express: 6–8 business days / Super Express: 3–5 business days. Delivery times may vary depending on the country/region. Please note that certain factors may temporarily delay tracking updates: adverse weather conditions, high volumes during the holiday season, customs delays, and logistical disruptions (strikes, traffic). If your package is still within the estimated delivery time, please be patient. If the tracking information is not updated and the delivery time has passed, please monitor your notifications or contact our customer service. Thank you for your patience and understanding!       Need more help? Our customer service is available 24/7.

Question 22

Changing the delivery address after shipment

Accepted Answer

Can I change the delivery address after my order has been shipped?        We're sorry, but once your order has shipped, we can't change the delivery address in our system. However, we advise you to contact the carrier (DHL, UPS, FedEx, etc.) directly as soon as possible. Some offer address change or interception services, depending on their policy and the delivery status. Please have your tracking number ready before contacting them. If you need further assistance, please contact our customer service.       Need more help? Our customer service is available 24/7.

Question 23

Delivery to the wrong address

Accepted Answer

What should I do if my order was delivered to the wrong address?        Normally, your package will be delivered to the delivery address indicated during payment; if the tracking shows "Delivered" but you have not received anything, first check that the address entered is correct, look around your home (mailbox, front/back porch) and ask your relatives/neighbors, then contact the carrier to confirm the exact location or recipient; if after these checks the package remains untraceable, contact our customer service by email or LiveChat specifying that you have followed the steps above and indicating the correct delivery address; thank you for your patience and cooperation.       Need more help? Our customer service is available 24/7.

Question 24

Package not received

Accepted Answer

The tracking says "delivered" but I haven't received anything, what should I do?        Normally, your package will be delivered to the delivery address provided during checkout; if the tracking shows "Delivered" but you haven't received anything, first check that the address you entered is correct, look around your home (mailbox, front/back porch) and ask your relatives/neighbors, then contact the carrier to confirm the exact location or recipient; if after these checks the package remains untraceable, contact our customer service by email or LiveChat, specifying that you have completed the steps above and providing the correct delivery address; thank you for your patience and cooperation.       Need more help? Our customer service is available 24/7.

Question 25

Reasons for packages returned to sender

Accepted Answer

Why are the packages being returned to the sender?        Here are the common reasons for packages being returned to sender: incorrect/invalid delivery address, carrier unable to access the delivery location, no recipient present, package refused; if the tracking indicates "Return to Sender," contact our customer service as soon as possible; if the package is not yet marked "Return to Sender" but an alert appears (e.g., address problem), contact the carrier immediately to request a second attempt before the return; for any assistance, contact us via LiveChat or email; thank you for your understanding.

Question 26

Order processing time

Accepted Answer

How long does it take to process and ship my order?        It depends; for products in stock, processing takes 1 to 3 days; if you have not received the shipping email at the address provided during the order, check your spam folder; you can view the shipping status on your order page or contact our customer service; if your order contains pre-sale items, the entire package will be shipped before the estimated shipping date shown on the product page.       Need more help? Our customer service is available 24/7.

Question 27

Order status confirmation

Accepted Answer

How can I know if my order has been successfully placed?        Once your payment has been successfully processed, you will receive a confirmation email containing your order details and payment confirmation; if you cannot find it, please check your spam folder or contact our customer service for assistance.       Need more help? Our customer service is available 24/7.

Question 28

Order status tracking

Accepted Answer

How can I track the status of my order?              You can track your order in several ways:       (1) If you ordered as a guest on our site, go      here           and enter your email and order number;       (2) if you ordered with a registered account, log in and then view "My orders";       (3) If you ordered via our app, log in and then check "My Orders"; need further assistance? Our customer service is available 24/7.

Question 29

Change email address

Accepted Answer

I entered the wrong email address when placing my order. How can I change it?        Did you enter the wrong email address at checkout? Don't worry; contact our customer service and provide: proof of payment (screenshot + transaction ID), order details (email address used, delivery address, amount), and your correct email address; this information will help us process your request quickly; thank you for your understanding.       Need more help? Our customer service is available 24/7.

Question 30

Change the delivery address

Accepted Answer

Can I change my delivery address after placing my order?        This depends on the shipping status:     (1) within one hour of placing the order, you can cancel it from the order page and then place a new order;     (2) after one hour, if the order has not been shipped or handed over to the carrier, we can help you change the delivery address;     (3) If the order has already been shipped or handed over to the carrier, we cannot change the address; need further assistance? Our customer service is available 24/7.

Question 31

Change billing address

Accepted Answer

Can I change my billing address after placing my order?        We are sorry, the billing address cannot be changed after the order has been placed; you can check with your payment provider (card, PayPal, Klarna, etc.) if you can update it in your account; rest assured, the shipment will be made to the "Delivery Address" entered at checkout, which is independent of the billing address; for any assistance, contact    service@thehalara.com    .

Question 32

Billing address and shipping address are different

Accepted Answer

What if my billing address is different from my shipping address?        We are sorry, the billing address cannot be changed after the order; check with your provider (card, PayPal, Klarna) if it is possible to update it on their end; rest assured, the shipment will be made to the delivery address entered at checkout, which is not affected by the billing address; to update the delivery address, contact us via LiveChat or email as soon as possible; support:    service@thehalara.com    .

Question 33

Add products

Accepted Answer

Can I add items to an existing order?        Unfortunately, we cannot add items to an order once it has been placed; to purchase additional items, please create a new order.       Need more help? Our customer service is available 24/7.

Question 34

Remove products

Accepted Answer

Can I remove items from an existing order?        This depends on the shipping status; within one hour of ordering, click "Cancel order" on your order page and place a new order; after 1 hour but before shipment/handover to the carrier, contact us: we will do our best to remove unwanted items and, if interception is successful, we will refund the removed items; if the order has already been shipped/handed over, we can no longer modify it.       Need more help? Our customer service is available 24/7.

Question 35

Exchange a product

Accepted Answer

Can I remove an item or modify a product in my existing order?        Depending on the shipping status: within one hour, you can cancel and then reorder; after 1 hour and as long as the order has not been shipped, we cannot replace it with a completely different product, but we can change the color/size of the same item or remove an item; if the order has already been shipped/handed over to the carrier, no changes are possible; thank you for your understanding.       Need help? Customer service available 24/7.

Question 36

Unable to find order number

Accepted Answer

I placed my order successfully, but I haven't received an order number. What should I do?        After successful payment, you should receive a confirmation email with your order number and details; if you do not see it, please check that the email address entered during payment is correct and check your spam/junk folder; if the email is still missing, please contact customer service (email/LiveChat) and provide: proof of payment (screenshot + transaction ID) and order details (email address used, delivery address, amount); this will help us locate your order quickly; thank you for your patience.

Question 37

Cancel an order

Accepted Answer

How do I cancel my order after placing it?        Depending on the status:     (1) within one hour of placing the order, you can cancel it from the order page and place a new one;     (2) after 1 hour, if the order has not been shipped or handed over to the carrier, we can help you cancel it;     (3) If the order has already been shipped/submitted to the carrier, we cannot cancel it; need help? 24/7 customer service.

Question 38

Special requirements/Special packaging

Accepted Answer

Can I add special instructions to my order?        Unfortunately, we cannot accept special instructions at this time; need help? Our customer service is available 24/7.        Can I request gift wrapping or special packaging for my order?        Unfortunately, we do not currently offer gift wrapping or special packaging; need help? Our customer service is available 24/7.

Question 39

Free gifts

Accepted Answer

Can I specify the color of the gift item?        Unfortunately, the color of the gift is assigned randomly; need help? Our customer service is available 24/7.        Can I choose a gift item?        Unfortunately, we are not accepting specific requests regarding the gift offered at this time; need help? Our customer service is available 24/7.        Can I remove the free gifts from the order?        We're sorry, free gifts cannot be removed from orders; they are automatically added to eligible orders as part of a promotion; need help? 24/7 customer service.

Question 40

Return policy

Accepted Answer

See full details of our return policy     here     .

Question 41

Connection problems

Accepted Answer

What should I do if I can't log in to my account?     First, check if you have already registered an account;  If in doubt, try resetting the password via your email address;  If you are registered but have forgotten your password, click on "Forgot your password" on the login page and follow the instructions sent to your email;  If you have never registered, use your email to create an account and set a password.   For any assistance, please contact our customer service at  service@thehalara.com  .

Question 42

Create a Halara account

Accepted Answer

How do I create an account on the official website?        You can create a Halara account with your email address, phone number, Facebook or Google account on our website; on our app, registration is done with your email or phone number; for any help, contact    service@thehalara.com    .

Question 43

Registration on the site

Accepted Answer

How do I register an account on the official website?        Website:     (1) Go      here          ;     (2) Choose your registration method; by email: select your country/region, enter your email and click on "Send code" to receive a verification email, enter the code, create a password, accept the terms and conditions and then click on "Create an account"; by phone: click on "Register with phone", select country/region, enter your number, request the SMS code, enter the code, create a password, accept the terms and conditions and then "Create an account"; via Facebook/Google: click on the corresponding icon for immediate registration; support:    service@thehalara.com    .

Question 44

Registration on the application

Accepted Answer

How do I register an account on the Halara app?              Application :       (1) Open the Halara app and go to Me → Log in/Sign up;       (2) Register with your email or phone number;       (3) Follow the same steps as above to finalize registration; assistance:    service@thehalara.com    .

Question 45

Delete Halara personal data/account

Accepted Answer

How do I delete my personal data?        Account deletion via the Halara app:     (1) click on “Account settings”;     (2) "Submit an account deletion request";     (3) “Request account deletion”; deletion via website: please contact our customer service team by email or LiveChat for assistance; support:    service@thehalara.com    .       What does it mean to delete an account or personal data?    Deleting your account will permanently erase all associated data, including coupons, points, order history, messages, files, and images. Once your account is deleted, you will no longer be able to access your Halara account or make purchases on our website or app.   For any assistance, contact  service@thehalara.com  .