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halara

Frequently Asked Questions

We hope we can answer your question below, but if not, feel free to contact us!

Top 5 FAQs

What size am I

We know that's tricky sometimes to figure out fit and sizing when online shopping! We've created a size guide to help you select the right sizes, and you can find this guide on all our product pages If you're still unsure, then send us an email at service@thehalara.com. and we'll help you out! 

Where does halara ship from

We strongly believe in 'quality made affordable', and it's reflected in every step of our manufacturing and shipping process After passing a thorough internal quality control check, our products are shipped out from our factories in Vietnam, China, and the Philippines We give our customers exactly what they pay for, and we make every cent count

What is the status of my order

You'll receive a shipping confirmation email once your order has been shipped Click on the tracking link in this email to view the updated status of your package Otherwise, send us an email at service@thehalara.com and we'll happily check it for you! 

Can I change or update my order

Since we process our orders quickly, in most cases it's not possible to change or update your order You can however give us a shout at service@thehalara.com and our customer service team will do what they can to help to accommodate any changes before the order is packed for shipment Please note however that this is not always possible 

What's your return policy

While we're confident you will love the product that you ordered, we do have a return policy in place in case something doesn't live up to your expectation, or if the sizing isn't perfect

You have 30 days to decide if an item is right for you If you would like to return the item please contact us within 30 days of delivery Please email service@thehalara.com and indicate the item(s) you would like to return and the reason for your request 

Do not send returned items to the sender's address from the package you received We will not accept any returns without you contacting us first

Once you receive the return confirmation, you may send back the unworn and unwashed products to the address that we provide We must receive the returns within 30 days of the return confirmation email Please note that we do not cover return delivery fees Please keep in mind that we do not accept any returns on underwear

If you have not received your refund within 14 days of shipping out your returned product, please contact service@thehalara.com ASAP 

Orders & Shipping

How can I place an order

To make a purchase, find the product you like, select a color and size, and click the 'Add to Cart' button Continue adding products, or click 'Checkout' to complete your order! Create a Halara account to make your shopping trip even smoother! Some perks include a faster checkout process with auto-filled information, easily accessible order history and status, and updates directly to your inbox about new releases and special promotions

What is the status of my order

You'll receive a shipping confirmation email once your order has been shipped Click on the tracking link in this email to view the updated status of your package Otherwise, send us an email at service@thehalara.com and we'll happily check it for you! 

My order status isn't updating or my package is delayed What is happening

Oh no! Recently, we've been informed by many of our local shipping partners that non-urgent and non-medical deliveries have been delayed due to the prioritization of COVID-19 vaccine distribution But, if you send us a note at service@thehalaracom we'll check into it and see if we can find any additional information

Where do you ship from

We have warehouses in Asia, and we just secured another warehouse in the US so our products will be shipped out from two continents!

How long does shipping take

Hey there, the shipping time can vary depending on the destination region and country You can check out our shipping page for an updated timetable of delivery times by country

Can I change my shipping address after placing an order

Due to our quick order processing times, we are unable to change the details in your order once it has been confirmed and processed If you wish to change the shipping address, please cancel your previous order and place a new one

I made a mistake on my order, or I want to add or change something! Can I

Sometimes Since we try to get product to you as quickly as possible, we process and ship orders quickly after the transaction is placed But, feel free to send us an email at service@thehalara com as soon as you realize, and we'll do our best to see what we can do!

Can I cancel my order

It depends! If you contact us service@thehalara.com to cancel your order before it is shipped, we would be more than happy to help with the cancellation (or modification) of the order However, once the order has been shipped, we are unable to modify or cancel your order at this time However, once you receive your package, if you're not 100% satisfied with the items, we’ll be more than happy to assist you with the return If any other questions, feel free to reach us by service@thehalara.com.

What happens if my package is lost and stolen

Once your items are shipped, we are not liable if they are stolen or lost in transit If your tracking number shows that your package was delivered but you did not receive it, please allow 2-3 more days of leeway for delivery before contacting your local carrier for more information

What shipping courier/company do you use

This depends by the country or region to which the package is addressed Once it ships out of one of our warehouses (either in China or in the US), it will be handled by local couriers in the origination source Then, once it reaches your country or region, it will be handed from the original postal courier to the local courier that services your region You may receive two tracking numbers one for the original courier from when it leaves our warehouse, and one for the local courier making the delivery to you!

Exchanges & Returns

What's your return policy

While we're confident you will love the product that you ordered, we do have a return policy in place in case something doesn't live up to your expectation, or if the sizing isn't perfect

You have 30 days to decide if an item is right for you If you would like to return the item please contact us within 30 days of delivery Please email service@thehalara.com and indicate the item(s) you would like to return and the reason for your request 

Do not send returned items to the sender's address from the package you received We will not accept any returns without you contacting us first

Once you receive the return confirmation, you may send back the unworn and unwashed products to the address that we provide We must receive the returns within 30 days of the return confirmation email Please note that we do not cover return delivery fees Please keep in mind that we do not accept any returns on underwear

If you have not received your refund within 14 days of shipping out your returned product, please contact service@thehalara.com ASAP 

What's your exchange policy

For exchanges of products for a size swap, we would recommend that you proceed with a return and then concurrently place a second order for the correct size That way, you won't have to wait 2 additional weeks for us to receive the product before we send it out, and we can get it shipped to you as soon as possible If you have any questions about this, please feel free to shoot us an email at service@thehalara.com.

How do refunds work

Refunds will be issued to the payment method used to make the purchase You will receive email confirmation of the refund once it has been completed If you have not received the refund in your account within 14 days, please contact your bank with proof of confirmation so they can assist in speeding up the approval process

An item I ordered is out of stock What can I do

If an item you ordered is out of stock, you can either cancel the order for a refund, or email us at service@thehalara.com to replace the item with another product 

Can I return my order after I've tried on the products

We understand that you have to try on the products to know if they fit, but please keep in mind that if there are remnants of makeup, deodorant, and/or perfume, we cannot accept the return When trying on underwear, please wear another pair underneath

Are returns/exchanges free

You must pay for shipping to return or exchange an item

My item came damaged, what should I do

If you receive a damaged or flawed item, or if it doesn't seem to match the description on our site of the item you ordered, send us an email at service@thehalara.com as soon as possible After review, when possible we will send you a replacement product or refund you for the price of the defective item 

Sizing & Colors

How am I supposed to figure out my size

We know that's tricky sometimes to figure out fit and sizing when online shopping! We've created a size guide to help you select the right sizes, and you can find this guide on all our product pages If you're still unsure, then send us an email at service@thehalara.com and we'll help you out! 

The style/color/size I want is out of stock When will you be restocking

Halara comes out with new collections each season! If the item you want is out of stock, sign up for the 'Back in Stock' email alert on the product page of the item in question to be notified when it's available

Product Information

What materials do you use for your products

We use a variety of materials for our products, but the main ones are nylon, spandex, and cotton All of our fabrics are high-quality, high-elasticity, and breathable, in order to give you the comfiest and softest products possible

How do I wash my products

We recommend washing our garments with gentle detergents and at low temperatures It's better for the environment, and for your clothes! You can find more detailed recommendations on the tags of your product

What does near-zero product inventory mean? Why are some things pre-order

Certain items we sell are on a “pre-order” and 'JIT Just In Time' model which allows us to order just enough materials to meet the demand for our customers And we are working hard to expand this model to more and more products

Payment & Discount

What payment methods do you accept

We accept all major credit cards (VISA, MasterCard, AMEX), PayPal, Apple Pay, Google Pay, and Shop Pay Afterpay(only available for US/NZ/AU/CA addresses ) Please note that some banks may charge users foreign transaction fees when you pay by credit card

Why was my payment declined

There could be a few reasons If you paid via credit card or PayPal, send us a note at service@thehalara com and we'll investigate

Can I use a gift card and a promo code in the same order

Yes! You can use both the gift card and promo code in one order Just make sure to enter the gift card first, and then the promo code

Are Taxes and Customs Duties included in the price

Taxes and Customs Duties are not included in prices. When the package arrives in your country, the delivery company may contact you in regard to the amount of taxes/duty you should pay. For more information, you can check out our Shipping & Customs page

For US customers:

1.What is Sales & Use Tax?

Sales & Use Tax (“Sales Tax”) will be charged by applicable states of the US to customers who reside in the US and purchase from us. We are required by law to collect Sales Tax in those states. You will see the Sales Tax applied to your order once you confirm your shipping details and proceed to checkout.

2.How is Sales & Use Tax calculated?

Sales Tax is calculated on the total merchandise value net of any discount. Total taxes may also include taxes charged on the delivery and shipping fees (if taxable in your state).Sales Tax charged on your order will be displayed at the checkout stage.

3.Will Sales & Use Tax be refundable?

In case of returns and/or refunds, the appropriate Sales Tax will also be refunded to the original method of payment.

Do you offer price adjustments

Unfortunately, at this time we cannot adjust pricing after the order has been placed

What currency are payments transacted in

All orders are placed in USD If your payment method's original tender type is not USD, your bank or payment facilitator will convert to your local currency at their current daily exchange rate This also means that if you return a product or receive a refund, it will be issued in the same USD amount that you paid, based on the current daily exchange rate at the time of refund It is possible those amounts may differ slightly

I ordered something and now it’s on sale, do you offer price adjustment

Our sales and discounts are only available for a limited time, and we are unfortunately unable to offer price adjustments To stay in the loop, subscribe to our mailing list and follow us on social media @thehalara!

What is your discount code policy

Please note that m thehalara com (also referred to as halara) reserves, in their discretion, full rights to the usage of discount code In cases where a customer violates discount code regulations, halara has the right to cancel the order or forfeit the payment discount code rules are as

Can discount codes be applied to discount campaigns (such as adding 2 product 20%)

Discount codes only valid on full-price products

Since the campaign is already discounted, monetary discounts cannot be applied

How do I use my code

To redeem a discount code, enter the discount code during the checkout process Only one discount can be used per purchase Discount code codes may not be applied towards the products on sale

I forgot to use my discount with my purchase Can you give me a credit

Discount code can't be applied after the purchase is complete If you forgot to use your discount code and it is now expired, watch for new code and offers in the future If the discount code is not expired, please use the discount code on your next order

Can I use more than one discount code at a time

No You can redeem only one discount at a time Usage is also subject to the terms and conditions of the discount code

Can I use an expired discount code

Expired discount code can't be used Each discount code has an expiration date If you are having issues with it, please contact us via service@thehalara.com

What if a discount makes the order total fall below the free shipping minimum

A discount code doesn't work on shipping fees

If the total falls below the free shipping minimum using the discount code, the free shipping will not be applied

If you still have any questions, please feel free to contact us service@thehalara.com.

My refund is a different amount than my order total! Why

It could be a few reasons For one, shipping fees are nonrefundable Or it could be that your order, placed in USD, had a different daily exchange rate to your local currency at the time of order than at the time a refund was processed Send us an email at service@thehalara com and we'll investigate and find out why there may be a difference

What's your gift cards policy

Please note that m thehalara com (also referred to as halara) reserves, in their discretion, full rights to the usage of discount code In cases where a customer violates discount code regulations, halara has the right to cancel the order or forfeit the payment discount code rules are as follows

Redemption and Limitations

1 Gift cards may be redeemed on thehalara com to purchase products

2 Gift cards can be used with a discount code

3 You may enter the gift card code at checkout If the total purchase price is greater than the balance on the gift card, you may select other payment methods to pay for the remaining amount (If the purchase price is less than the balance on the gift card, the balance won't be refunded but it can be used towards a future purchase )

4 The gift card is not refundable or redeemable for cash or credit

5 Products purchased with gift cards cannot be returned or exchanged unless the product purchased is deemed to be defective

Gift Cards Lost or Stolen

halara is not responsible for lost, stolen, or unauthorized gift cards

If you're still not sure about gift cards after reading this, please contact us service@thehalara.com

Can I stack two promo codes in the same order

No, you can only use one promo code per order If you're unsure about using coupons or promo codes, send us an email (service@thehalara com) and we'll look into the promotions and let you know!

General

I'm an influencer/ambassador and I would like to work together How can we collaborate

Thank you for your interest in collaborating with us! You can check out this page to express interest and one of our influencer managers will get in contact if we have available spots open in our program 

How can I stay up to date with halara

 Make sure to follow us on Instagram and TikTok , and subscribe to email and text message updates from us! We also have a 24/7 Discord community that offers live customer support, product drop announcements, and brand sponsorship opportunities Join us today!

I have feedback on a product or a suggestion for a product How can I let you know

 We love to hear from our customers! You can drop us a note on Instagram or feel free to send us an email service@thehalara com with your feedback or suggestion 

Will you be coming out with a men's line

As a young start-up, we appreciate everyone's interest in the expansion of our product categories! We do hope to launch products outside of women's fashion in the near future

Why are plus-sized versions more expensive

Our mission at halara is to offer our customers the highest quality apparel and the best possible prices Our team strives for cost uniformity across all sizing but when that is not achievable we do everything possible to close the pricing gap

Are your products ethically sourced and made

We have stringent measures in place to vet our manufacturing partners as we have many halara staff members on location at many production facilities Since we put a lot of consideration into our manufacturing process, we are working on a public commitment to our customers that we hope to put out soon

Question Is there any guideline when writing my product review

1.  When writing your review, please consider the following guidelines

  • Focus on the product and your individual experience using it
  • Provide details about why you liked or disliked a product
  • All submitted reviews are subject to the terms set forth in our Terms and Conditions

2.  We reserve the right not to post your review or delete your posted review if it contains any of the following types of content

  • Reviews that are not specific or related to the product that you have bought
  • Obscenities discriminatory language or other language that may reasonably considered to be defamatory libelous hateful, racially or religiously biased or offensive unlawfully threatening or unlawfully harassing to any individual partnership or corporation or not suitable for a public forum
  • Advertisements spam content or references to other products offers or websites
  • Email addresses URLs phone numbers physical addresses or other forms of contact information
  • Critical or spiteful comments on other reviews posted on the page or their authors
  • Inappropriate photos videos or music including without limitation any such materials that contain any inappropriate bodily exposure
  • Any material with a visible copyright notice or obvious third-party material
  • Information that violates any law statute, ordinance or regulation

3.  If you wish to share feedback with us about product selection pricing ordering delivery or other customer service issues please do not submit this feedback through a product review Instead you can contact us by sending email to service@thehalara com directly Enjoy writing your review

Dress

Do your dresses offer support or compression

We have dresses that offer light compression and support for cup sizes A-C

For your dresses, are the shorts connected or separate

It depends on the design Each product page will describe whether the shorts are connected or separate Other dresses do not come with inline shorts

How do I go to the bathroom in the dress Do I need to take it off every time

Our dresses act just like one-piece rompers, so going to the bathroom won't be such a hassle