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

Order Processing Time

Accepted Answer

For in-stock items, please allow an additional 1–3 business days for warehouse processing, on top of the delivery estimate.   If you didn’t receive a shipment notification at the email address used during checkout, please check your spam folder. You can also check the latest shipping status on your order page, or contact our customer service team for assistance.   If your order includes pre-sale items, the entire order will be shipped by the estimated date shown on the product page.    Once your order is shipped, you will receive a  confirmation email  with tracking details.

Question 8

Estimated Delivery Time

Accepted Answer

The estimated delivery time displayed is based on historical shipping data and reflects the average delivery time for most orders.    While we aim to deliver within the expected timeframe,  actual delivery dates may vary  depending on local logistics and destination-specific factors.

Question 9

Pre-sale / Out-of-stock Items

Accepted Answer

For pre-sale or temporarily out-of-stock items, please refer to the  estimated shipping date shown on the product page .    These orders may take longer to arrive than in-stock items, especially in remote or rural areas.     Please Note: Express Shipping  and  Super Express Shipping  are not recommended for pre-order items, as delivery may be delayed due to stock availability.

Question 10

Force Majeure   Unexpected Delays

Accepted Answer

While most packages arrive within the estimated delivery window, occasional delays may occur due to factors such as flight schedules, weather conditions, or carrier-related issues.     For the most up-to-date delivery information, please check your tracking link for real-time updates from the shipping carrier.

Question 11

Shipping Address Limitations

Accepted Answer

For Canadian Customers:     Unfortunately, we are unable to ship to the following countries and regions at this time due to logistical or regulatory constraints: Afghanistan, Åland Islands, Albania, Algeria, Angola, Anguilla, Argentina, Armenia, Aruba, Ascension Island, Belarus, Benin, Bermuda, Bolivia, Bosnia   Herzegovina, Botswana, British Indian Ocean Territory, British Virgin Islands, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Christmas Island, Cocos (Keeling) Islands, Colombia, Costa Rica, Curaçao, Cyprus, Ecuador, Egypt, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Georgia, Ghana, Gibraltar, Greenland, Grenada, Guadeloupe, Guatemala, Guernsey, Guinea, Honduras, India, Indonesia, Iraq, Isle of Man, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kosovo, Laos, Lebanon, Liberia, Libya, Liechtenstein, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritius, Mayotte, Monaco, Mongolia, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nepal, New Caledonia, Nicaragua, Niger, Nigeria, Norfolk Island, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, Réunion, San Marino, São Tomé   Príncipe, Senegal, Serbia, Seychelles, Sint Maarten, Slovakia, Slovenia, Somalia, South Africa, South Georgia   South Sandwich Islands, Sri Lanka, St. Barthélemy, St. Helena, St. Martin, St. Pierre   Miquelon, Sudan, Svalbard   Jan Mayen, Tajikistan, Tanzania, Togo, Tokelau, Tristan da Cunha, Tunisia, Turks   Caicos Islands, Tuvalu, U.S. Outlying Islands, Uganda, Ukraine, Uruguay, Venezuela, Western Sahara, Yemen, Zambia, Zimbabwe.     Please Note:  If you haven’t received your order within the expected time, check your tracking link first, then contact us for further assistance. Thank you for your patience and understanding.

Question 12

Description of Shipping Fees

Accepted Answer

Shipping fees may differ even with the same delivery address  because:     Items may  ship from different warehouses  depending on stock availability.     Shipping costs are calculated  based on origin warehouse , item weight, and chosen shipping method.      We aim to  optimize delivery time and cost , but variations may occur due to warehouse locations. This is a normal part of global logistics operations.

Question 13

Why Your Package Might Not Arrive as Expected

Accepted Answer

We do our best to ensure successful delivery, but in rare cases your package may not be delivered due to:    No one being available to receive the package     Incorrect or incomplete address     Restricted access (e.g., gated buildings, missing entry codes)     Package refused or unclaimed      Please note:  Halara is not responsible for failed delivery attempts caused by incorrect or incomplete information provided by the customer (e.g., wrong address, invalid phone number, incorrect consignee name).   Refunds cannot be issued in these cases.    Need to update your delivery address or contact details? Our customer service team is available around the clock to assist you.

Question 14

Missing Package or Delivery Issues?

Accepted Answer

If your package has not arrived within the estimated delivery time, please contact our customer service team   within 30 days of your payment   so we can help resolve the issue promptly.    If your  tracking shows the package was delivered , but you  have not received it , or your package contains  missing or incorrect items , please contact us   within 30 days of the delivery date shown on the tracking page  .     Please note:  Some carriers may be unable to deliver safely to certain addresses. Please provide complete and accurate address details, including street number, building number, and unit number (if applicable).    Need further help? Our customer service team is available around the clock to assist you.please contact LiveChat for assistance