Question 1

Return period

Accepted Answer

You have an unconditional legal right of withdrawal allowing you to return your order within 14 days of receipt. We voluntarily extend this period to 30 days. Once your request is approved, you have an additional 30 days to ship the item(s) back to us.      Instant self-service return:  You can complete your return entirely online, without prior manual validation. Simply follow the steps provided to submit your package and the corresponding tracking number.      Need help?  In case of connection difficulties, system error or return due to a product quality issue, our customer service will take over to manually process your request.      If you encounter any difficulties, especially during the holiday season, please contact our customer service at     service@thehalara.com     .

Question 2

Return conditions

Accepted Answer

For hygiene reasons and to guarantee the integrity of the products, returned items must be in their original condition:  unworn, unwashed and with all their original labels.       All returned items are inspected. Only items showing no damage due to use, washing, improper care, repair, alteration, or any other human factor will be accepted. Otherwise, we reserve the right to refuse the return.       Returns of gifts    If you only return part of your order, you can keep the free gift.   However, if you return your entire order for a refund, the gift must also be returned in its original condition in order for the refund to be finalized.      The following items    cannot be     returned:     - Underwear and lingerie items, such as  panties   - Items that are sensitive for hygiene reasons, such as  girdles and swimsuits   - Personal accessories and wearable items, such as  socks and earrings   - Any item explicitly marked as non-returnable or non-exchangeable on the product page

Question 3

Quality defects

Accepted Answer

All return requests must be submitted within 30 days of receiving the package.   If you have received a defective item due to a quality issue or a logistical incident, please let us know when you make your return request so that we can best assist you.     The following situations are not considered quality defects:   - Manufacturing characteristics, such as loose threads, raw edges, slight variations in thickness, texture or color, particularly due to screen display settings.  - Personal preferences, such as dissatisfaction with the style, color, or finish of the product  - Damage occurring after purchase, caused by use, washing, improper maintenance, repair or modification.  - Sizing issues. We encourage you to consult our size guide before purchasing. Our customer service team can advise you, but a sizing issue is not considered a quality defect.  - Design variations may exist between different items of the same size. For more accuracy, please refer to the actual product measurements.

Question 4

Exchanges

Accepted Answer

We do not offer direct exchanges at the moment.   If you would like a different item or size, simply place a new order and return the original item.

Question 5

Refund

Accepted Answer

Processing times   Refunds are processed within 3 to 5 business days after receipt and inspection of the return.      Refund method   The refund will be issued to the original payment method within 5 business days of processing. For refunds issued to a Halara gift card, the processing time is 1 to 2 business days.      Important information   Initial shipping costs are non-refundable.   If you paid with a payment method requiring manual confirmation, such as Klarna or Afterpay, we will send you a confirmation email before processing the refund.   If your card is no longer valid, please contact your card issuer or your bank.   If the amount refunded is less than the expected amount, this may be due to the exchange rate or bank fees applied by your institution.      Haven't received your refund?   If more than 14 days have passed since your return and you still haven't received your refund, please contact us at         service@thehalara.com     .      Are you not receiving our emails?   Remember to check your Spam or Junk folder and mark Halara emails as not spam so you don't miss any updates.

Question 6

Can I return an item without a receipt?

Accepted Answer

No original receipt is required. Your return will be processed using your order information.

Question 7

Return shipping costs

Accepted Answer

Return shipping costs are the responsibility of the customer, unless the return is due to a quality issue or an error on our part.

Question 8

How do I make a return?

Accepted Answer

Go to "My Orders" → Click on "View all" → Click on "Return" → Select the item to return → Click on "Select reason for return" → Choose "Return solution" → Choose "Return method" → Submit the request.       Important notes    The return label or QR code is only provided for eligible returns.   Do not send your return to the sender's address on your original package. Use only the address indicated on the label or in the return instructions.   Before sending, please carefully check the return address, the items concerned, and the packaging.     Your return package must contain only items purchased on the Halara website or app. We are not responsible for items unrelated to your order that may have been returned in error.     To avoid any processing delays, the returned item must match the validated return request.     If possible, return the items to their original transparent bag with the SKU and barcode. If the original packaging is damaged, missing, or too small, you can use alternative, suitable packaging.

Question 9

Check the status of your return

Accepted Answer

Go to "My Orders" → Click on "View All" → Click on "My Returns"

Question 10

What happens if I made a mistake when sending my return?

Accepted Answer

Halara cannot be held responsible for problems resulting from customer error or negligence during the return process.   This includes, in particular:  - Returns sent to an incorrect address  - Incorrect items or non-Halarah products  - Items that have been worn, washed, damaged, or returned without original tags or packaging  - Returns sent without the required information  - Returns shipped after the authorized period has expired     We reserve the right to refuse any return that does not comply with our policy. No refunds or compensation will be given for items sent incorrectly or that are ineligible for return.

Question 11

International returns

Accepted Answer

Halara's return policy remains broadly consistent across countries, with some regional variations. For more details, we recommend visiting the website for your  country or contacting our customer service team at     service@thehalara.com     .

Question 12

Need help?

Accepted Answer

If you notice an error in your order or need assistance, please contact our customer service team at    service@thehalara.com    . We are here to help.