Question 1

Halara Return Counter

Accepted Answer

Generally, according to our refund policy, you must submit a refund request within 30 days of receiving the product, and you may return it within 30 days thereafter. However, if you have any inquiries or difficulties due to the holiday period, please contact our customer service team at service@thehalara.com.

Question 2

Eligibility and Return Exclusions

Accepted Answer

Please refer to the following return requirements and exclusions to ensure product hygiene and prevent defects.        General return requirements:        1. The product must be in its original condition, unworn and unwashed, and all original tags must be attached.     2. You must also return all gifts received with your order.        Non-returnable items (for hygiene reasons)       The following products cannot be returned or exchanged for hygiene reasons.        1. Underwear and Underwear: Underwear, Bras     2. Hygiene-sensitive items: Shapewear, masks     3. Personal Accessories and Wearables: Water bottles, hair accessories, glasses, hats, socks, accessories     4. Others: Products marked as "No returns/exchanges" on the product page        Conditional exceptions       Swimwear, bodysuits, and lingerie can be returned only in the following cases.        1. If the hygienic lining is not damaged     2. If a tag is attached     3. If not worn or washed       Please ensure that the item you are returning was in good condition at the time of delivery. Returns are accepted only if the item is unworn, unwashed, undamaged, in its original condition, and has all tags attached. We reserve the right to refuse returns that do not meet these conditions.

Question 3

Exclusions for quality defects

Accepted Answer

In accordance with our refund policy, you must submit a refund request within 30 days of receiving the product. If you wish to return an item for any reason, please ensure you do so within this period. All returned products will be inspected, and we will only accept items that have not been used, washed, improperly cared for, self-repaired, altered, or damaged by other human factors. Otherwise, we reserve the right to refuse your return request.       If the product is defective due to quality or logistics issues, please let us know when requesting a return, and we will assist you.       The following cases are not considered quality defects.        Production characteristics:      Loose threads, peeling edges, differences in thickness or texture, and color differences caused by screen settings are not considered quality issues.        Subjective preference:      Returns due to dissatisfaction with style, color, or personal preference are not considered quality issues.        Post-sales issues:      Damage caused by improper use, washing, management, or maintenance. Repairs, alterations, or other human factors are not considered quality defects.        Size discrepancy (always check measurements before purchasing):      Our service team only provides recommended sizes, so please refer to the size chart before purchasing. Returns due to size issues are not considered quality defects.        Design differences:      Due to differences in design and style, slight variations may occur even between products of the same size. Please refer to the actual dimensions for accurate sizing.

Question 4

Free Gift Return Policy

Accepted Answer

If you are returning only a portion of your order, you may keep the gift. However, if you are requesting a refund for the entire order, the gift must also be returned in its original condition for the refund process to be completed. This is specified in our company policy.

Question 5

Exchange Policy

Accepted Answer

Direct exchanges are currently not available. Please place a new order for the item you wish to purchase and return the existing product. We will process the refund as soon as the returned item arrives.

Question 6

reimbursement

Accepted Answer

Processing time:        Refunds will be processed within 3 to 5 business days after receipt and inspection of the returned item.        Refund Method:        The refund will be issued to your original payment method within 5 business days after processing.     For Halara gift certificate refunds, processing takes 1 to 2 business days.        Important Note:        The original shipping fee is non-refundable.       If you paid using a payment method that requires manual confirmation (e.g., Klarna or Afterpay), we will send you a confirmation email before the refund.       If your card is no longer valid, contact your card issuer or bank for assistance.       If the refund amount is less than expected, it may be due to exchange rates or bank fees. We recommend contacting your credit card company.        Did you not receive a refund?        If you have not received a refund within 14 days of the return, please contact service@thehalara.com.        Is the email not showing up?        Prevent missing updates by marking emails sent from Halara as "Not Received" or "Spam" in your spam or junk mail folder. Click here to check the return status for more information.

Question 7

Can I return or exchange a product without a receipt?

Accepted Answer

Direct exchanges are currently not available. If you wish to exchange the size of a returnable item, we recommend returning the original product and placing a new order in the correct size. You do not need to present the original receipt; returns will be processed based on your order information. In accordance with our return policy, please return the product and any enclosed gifts in their original condition—unworn and unwashed—with all original tags attached.

Question 8

Return shipping fee

Accepted Answer

Except for returns due to quality issues or our error, the customer is responsible for return shipping costs.       We recommend using a trackable shipping method to ensure your returned items arrive safely.

Question 9

How do I start a return?

Accepted Answer

Go to "My Orders" →     Click "View All" →     Click "Return" →     Select the item to return →     Click "Select Return Reason" →     Select "Return Resolution Method" →     Select "Return Method" →     Submit request         reference:       1. Return labels and QR codes are provided only for eligible returns.     USA: Return labels and QR codes may be provided depending on order information and shipping address.     Germany: Only return labels may be provided for eligible orders. QR codes are not supported.       2. Do not send return items to the return address listed on the original packaging. This is not the official return address, and using it may delay or make return processing impossible. Always send return items to the address listed on the return label provided by Halara.       3. Please ensure that the returned items include only products purchased on the Halara website or app. We are not responsible for the return of items that are accidentally included or unrelated products.       4. For quick and easy refund processing, the returned item must match the original return request. You must use the correct return label or QR code. If they do not match, return processing may be delayed or impossible.       5. If possible, please return the item in the original clear bag with the SKU and barcode printed on it. If the original packaging is damaged, lost, or too small for the item, you may use your own clean packaging.

Question 10

Check return status

Accepted Answer

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

Question 11

What happens if I make a mistake when submitting the report?

Accepted Answer

Halara is not responsible for any issues arising from customer negligence during the return process. This includes, but is not limited to, the following:       Items returned to the wrong location will not be received or processed.       Returns of incorrect or non-Hala products: These items cannot be identified or returned, so they will not be refunded.       Returns of used, washed, damaged goods, or goods without original tags or packaging: These returns will be refused as they do not meet policy requirements.       If necessary documents or tags are not included: Failure to provide return information may delay or invalidate processing.       Returns of items outside the return period: Returns initiated or shipped outside the allowed period are not permitted.        Important:  All returned items must be in their original condition (unworn and unwashed, with original tags and packaging intact).       Please check the return address, product, and packaging before shipping to ensure compliance with regulations.       Halara reserves the right to refuse returns that do not comply with the policy. No compensation or refund will be provided for incorrectly delivered returns or non-returnable items.

Question 12

International Return Policy

Accepted Answer

Halara's return policy is nearly the same across all countries, but there are slight variations depending on the region. For more details, please refer to our website or contact customer service at service@thehalara.com.

Question 13

backup

Accepted Answer

If you encounter any errors with your order or have any inquiries, please feel free to contact our customer service team at service@thehalara.co.kr. We will do our best to assist you!