Question 1

Return Process

Accepted Answer

How do I return an item?    
  
  You can initiate your return process here：  
   https://ca.halara.com/me/en/onlineReturns?online_return_platform=M    
  We will process your request and send an email confirmation within 24 hours. If you did not receive it, please check your spam mailbox or contact our customer service for assistance.

Question 2

Refund Timeline for Returned Items

Accepted Answer

When can I receive my refund for my returned item?

Refunds will be granted once we've received and inspected the eligible return item.You can check the refund progress under "My Returns" on the order details page    Order Detail     
  Due to high warehouse volume, please allow 3 to 5 business days after the returned item arrives for refund processing.  
  Please check the return instructions provided. In some cases, we require you to contact us or provide additional information before we can initiate the refund process. If needed, please follow the return instructions carefully to avoid delays.

Question 3

Unable to return

Accepted Answer

What if I have trouble starting a return?   
  
  Here are the common issues and solutions when initiating a return:  
  1. Submit a Return  
  Please log in to your Halara account, go to "My Orders", select the corresponding order, and click the return button to submit. You can check the return progress under   "My Returns"   on the order details page    Order Detail     
  2. Troubleshooting Common Issues  
  • Account mismatch: Please log in with the email address used when placing the order. If you cannot find the order, please log out and log in again.  
  • Order status: A return can only be initiated after the package has been marked as "Delivered."  
  • Browser issues: If the page fails to load, please clear your browser cache or switch to another browser.  
  If you still cannot complete the process after trying the above, please contact livechat for assistance.

Question 4

Return Address

Accepted Answer

How to Get a Return Label ?   
  
  Before getting a Return Label, please submit a return request and confirm your intention to return. We will usually send you a return instruction email within 24 hours. Please follow the instructions in that email to complete your return. The email includes:  
  • Available return methods  
  • The correct return address  
  • Packing and shipping guidelines  
  You do not need a Return Label in the following cases:  
  • The return method selected is self-shipping  
  • The refund method selected is a gift card (the item does not need to be returned)  
  If you haven't received the email, please check your spam or junk folder. If it's still missing, please contact LiveChat for assistance.

Question 5

Return policy

Accepted Answer

What's your return policy?    
  
  Within the return window: You can initiate a return within   30 days   of receiving your order. Once the returned package arrives at our warehouse and passes inspection, the refund will be issued to your original payment method within 5–7 business days. Please note that return shipping costs are non-refundable.  
  Outside the return window: Returns cannot be processed after the return period has expired.  
  Returned items must meet the following conditions:  
  1. The item(s) and any 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 hygiene liner is still intact.  
  Due to hygiene concerns, we do not accept returns for underwear, bras, water shoes, hair accessories, glasses, hats, socks, jewelry, shapewear, masks, or any other item for which return or exchange is not supported on the product page.  
  Please note that return shipping costs are the customer's responsibility unless the return is due to a quality issue

Question 6

Track Shipment Status

Accepted Answer

How to track the order after it is shipped？    
  
  You can track your order using the following methods:  
  If you placed an order on our official website as a guest, visit    Track Your Order – Halara    and fill in your email address and order number to check the latest dispatch and shipping status.  
  If you placed an order on our official website as a registered account member, you can log in and check the latest status in "My Orders".  
  If you placed your order via our App, you can log into your account and view the latest order status under "My Orders."

Question 7

Package Not Received

Accepted Answer

Shows Delivered but Not Received ?   
  
  If your tracking shows "Delivered" but you did not receive the package, we recommend the following steps:  
  •Double-check that the shipping address you entered is correct.  
  •Look around your property (mailbox, front/back porches) and check whether a family member or neighbor received it.  
  •Contact the shipping carrier to confirm the exact delivery location or recipient.  
  If you've completed the steps above and still cannot locate your package, please contact livechat for assistance.

Question 8

Shipping Info Update Issues

Accepted Answer

Shipping Info Not Updating?    
  
  You can track your order using the following methods:  
  If you placed an order on our official website as a guest, visit    Track Your Order – Halara     and fill in your email ad dress and order number to check the latest dispatch and shipping status.  
  If you placed an order on our official website as a registered account member, you can log in and check the latest status in  “My Orders".  
  If you placed your order via our App, you can log into your account and view the latest order status under “My Orders".  
  A few things may affect shipping and delivery times:  
  •Weather conditions (e.g., severe storms)  
  •Peak holiday seasons  
  •Customs delays for international shipments  
  •Logistics issues (e.g., strikes, traffic problems)  
  No matter what happens, the Halara Logistics Team will closely monitor your shipment until it arrives safely.  
  If your package still hasn't arrived after the estimated delivery window, please contact LiveChat for assistance.

Question 9

Shipping

Accepted Answer

Has my order been shipped?    
  
  If you're wondering whether your order has been shipped, please check on the order details page    Order Detail     whether your order contains any pre-sale items   
  In-stock items only: Usually processed within 1–3 business days.  
  Includes pre-sale items: Will be shipped around the pre-sale shipping date. The pre-sale date can be found on the order details page and in the order confirmation email.  
  Once your order is shipped, we will send a shipping confirmation email with a tracking number to the email address used at checkout.  
  •If you haven't received a shipping confirmation email, please check your spam or promotions folder.  
  •If the pre-sale shipping date hasn't passed, please wait patiently.  
  •If the expected shipping window has passed, please contact LiveChat for assistance.

Question 10

Change Shipping Address

Accepted Answer

Can I change my shipping address after placing an order?    
  
  It depends on the shipping status of your order.  
  1. Within the first hour after placing your order, you can cancel it from the order page and place a new order.  
  2. One hour after the order has been placed, if the order has yet to be shipped or handed over to our logistics provider, we can assist with changing your shipping address.  
  3. If the order has already been shipped or submitted to the logistics provider, we cannot change the shipping address.

Question 11

Wrong item shipped

Accepted Answer

What should I do if I receive the wrong item (wrong color / wrong size / item mismatch)     
  
  If you receive your parcel and find the style, color or size does not match your order, you can submit a return request. Please choose "Wrong Item Delivery" as return reason and upload relevant proof. We will offer a solution once manual verification is completed.

Question 12

Cancel Order

Accepted Answer

How do I cancel my order after placing it?      
  Within 1 hour after placing your order: You can cancel it on the order page and place a new order.  
  More than 1 hour after placing your order and it has not yet shipped:Please contact livechat for assistance.  
  Once the order has entered the packing or shipping process: We are unable to cancel your order, but you can submit a return request after receiving it.

Question 13

Unable to Find Order Number

Accepted Answer

How can I find my order  Number?    
  
  After your payment is successfully processed, you will receive a confirmation email with your order number and details. If you don't receive it:  
  Check that the email address entered at checkout is correct.  
  Check your spam or junk mail folder.  
  If you still can't find your order, it may have been placed using a different email address or through another platform (such as TikTok or Facebook).  
  Please try the following:  
  • Check other email addresses you may have used.  
  • Confirm the platform where the order was placed.  
  • Use the link below to find your order:     Find Order

Question 14

Gift Card

Accepted Answer

What if my gift card has expired?          
  
  If your gift card has expired,please contact LiveChat for assistance.