Question 1

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 .    Return Policy

Question 2

Return Process

Accepted Answer

How do I return an item?   
  
  You can initiate your return process here:     https://thehalara.com/me/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 3

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 Details    
  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 4

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 Details   .   
  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 5

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 6

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  Details    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 7

Track Shipment Status

Accepted Answer

How to track the order after it is shipped?

You can track your order using the following methods:   1. If you placed an order on our official website as a guest, visit     https://thehalara.com/foot/track-your-order     and provide your email address and order number to check the latest order status.    2. 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.'    3. If you placed your order via our App, you can log into your account and view the latest order status under 'My Orders'.

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      https://thehalara.com/foot/track-your-order     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.'  
  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

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 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

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:       https://thehalara.com/foot/track-your-order

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

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 14

Gift Card

Accepted Answer

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

Question 15

Fabric   Care

Accepted Answer

What materials is the product made of?   
  
  Halara's team of fabric scientists designs high-performance, functional materials that prioritize quality, comfort, and durability. As part of our sustainability efforts, some fabrics are made with recycled fibers to help reduce waste. To learn more, visit:     https://halara.com/pages/fabrics

Question 16

Size Selection Guide

Accepted Answer

How do I choose the right size?   
 
  Not sure which size to choose? Here’s how to find your perfect fit:   1. Check the Size Chart   Scroll down each product page to view the size chart with detailed measurements for the bust, waist, hips, and more.    2. Compare Your Measurements   Use a soft measuring tape to take your own measurements and match them to the chart. Be sure to read the Fit Notes—some styles run smaller, while others provide a stretchier fit.     3. Still not sure?   Reach out to our Customer Service team with your measurements. We’re always happy to help you find the perfect size.

Question 17

Length Variations

Accepted Answer

What’s the difference between 7/8 Length and Full Length, or Regular / Petite / Tall fits?   
  
  The main difference comes down to the inseam (pant length). Waist and hip measurements remain the same across sizes; only the length changes. Here’s a quick guide to help you choose the length:   • 7/8 Length: Slightly cropped and hits above the ankle, great if you prefer a breezier look or if you’re on the shorter side.   • Full Length: Reaches or fully covers the ankle for a classic, full-coverage fit.   • Regular Fit: Standard length that works well for most heights.   • Petite Fit: A shorter inseam and adjusted proportions designed specifically for petite frames.   • Tall Fit: A longer inseam, perfect if you’re taller or want extra leg length.

Question 18

About Color Aberration

Accepted Answer

Will the product have color differences?   
  
  We do our best to represent each product’s actual color, but keep in mind that it may look slightly different depending on your screen settings. If the color you received feels noticeably different from what you expected, please reach out to our Customer Service team. We’re here to help!

Question 19

Restocking Timeline

Accepted Answer

The product I want is out of stock. When will it be available?   
 
  If an item is out of stock, don’t worry, you can sign up for a restock alert directly on the product page. We’ll email you as soon as it’s available again!

Question 20

Ironing Guide

Accepted Answer

What should I do with an item I received that is a little wrinkled?   
  
  We sincerely apologize for the inconvenience. Wrinkles can sometimes form during transit due to extended folding. Here are a few tips to help smooth out your garment:    Rewash or Tumble Dry   Give the item a quick wash or run it through a regular tumble-dry cycle. This often helps the fabric relax and reduces most wrinkles naturally.    Low-Heat Ironing (if needed)   If the wrinkles remain, gently steam or iron the garment on a low-heat setting. Be sure to avoid direct heat on printed areas or delicate fabrics to prevent damage.

Question 21

Pre-sale Item Definition

Accepted Answer

What is Pre-sale Item?   
  
  A pre-sale item is a product that isn’t in stock yet but is available for purchase in advance. Once the item arrives at our warehouse, it will be shipped within the specified timeframe.    Pre-sale purchases allow you to reserve popular new arrivals or take advantage of limited-time pricing. Please note that pre-sale orders may require a little extra time to ship. The estimated dispatch date will always be shown on the product page for your reference.

Question 22

Accepted Payment Methods

Accepted Answer

What types of payment methods do you accept?   
  
  We accept a variety of payment methods, including all major credit cards (VISA, MasterCard, AMEX), Klarna, PayPal, Apple Pay, Google Pay, Shop Pay, and Afterpay (available only in the US, NZ, AU, and CA). Please note that some banks may charge international transaction fees.

Question 23

Pay for Order

Accepted Answer

How do I know my payment was successful?   
  
  Once your payment is successfully processed, we’ll send you a confirmation email with all your order details. Can’t find it? Be sure to check the spam or promotions section of your inbox, or simply reach out to our Customer Support team. We’re always happy to help!

Question 24

Payment Deadline

Accepted Answer

What is the payment deadline   
  
  Under normal circumstances, payment must be completed within 30 minutes after placing your order. If the payment isn’t received in time, the system will automatically cancel the order.    However, if you’re using an offline payment method (such as OXXO in Mexico or convenience store payments in Japan), you’ll have 3 days to complete the payment. If it is not paid within this timeframe, the order will expire.    To ensure product availability and avoid delays, we recommend completing your payment promptly.

Question 25

Payment Troubleshooting

Accepted Answer

My Klarna payment failed. What should I do?   
  
  We’re sorry your payment didn’t go through. Here are a few common reasons why this might happen:   Payment restrictions: Klarna may decline a transaction based on a quick credit check or your previous payment history.    Missing information: Payments can also fail if your Klarna account is missing required details, such as your billing address or contact information.    Tip: Try logging in to your Klarna account (via the app or website) to check for any alerts or required updates. If you’re still unsure, Klarna’s support team can provide more specific guidance.  
  
   I’ve tried to place an order multiple times but the payment keeps failing. What should I do?   
  
  We’re sorry for the inconvenience. Please check the following:   Make sure your payment method supports international transactions and that you have a sufficient balance or available credit.    You can also try using another credit/debit card or payment provider. If the issue persists, wait a little while and try again; it may be a temporary system error.

I was charged more than expected. Why is that?   
  
  Please note the following:   Some banks or payment providers may charge currency conversion fees or international transaction fees when placing orders with overseas merchants.    These additional charges are applied by your bank or payment platform, not by Halara, and are not included in the total shown at checkout.    If you notice extra fees, we recommend reaching out to your card issuer or payment provider for more details. Rest assured, Halara will never charge more than the amount shown on your order confirmation.

Question 26

Total Order Amount

Accepted Answer

Will I need to pay any additional fees or surcharges associated with my order?   
  
  Your bank may charge international transaction fees for your order. Please note that Halara will never charge any additional fees beyond the total shown on your order.  
  
   Why is the price at checkout different from the product page?   
  
  Prices shown on product pages do not include sales tax. You’ll see the full cost (including the subtotal, shipping fee, and any applicable sales tax) on the order checkout page. Please note that sales tax varies by country and region.

Question 27

About Sales Tax

Accepted Answer

What is Sales Tax？    
  
   For US customers:    Sales   Use Tax (“Sales Tax”) may be applied to orders shipped to certain US states. We are legally required to collect this tax in states where applicable. You’ll see the exact Sales Tax amount once you enter your shipping details and proceed to checkout.     How is Sales   Use Tax calculated?    Sales Tax is calculated based on the total merchandise value after any discounts are applied.   In some states, delivery and shipping fees may also be subject to tax. The total tax amount for your order will be clearly displayed during checkout.     Is Sales   Use Tax refundable?    Yes. If your order is returned or refunded, the corresponding Sales Tax will be refunded to your original payment method.  
  
   Do the prices displayed on the website include sales tax?   
  
  Prices shown on product pages do not include sales tax. You can view the full cost (including the subtotal, shipping fee, and any applicable sales tax) on the checkout page. Please note that sales tax varies by country and region.

Question 28

Troubleshooting Login Problems

Accepted Answer

What if I can't log into my account?   
 
  Follow the steps below:   First, check whether you’ve already registered an account.   If you're unsure, try resetting your password using your email.     If you've registered but forgot your password:   Click the "Forgot Password" link on the login page, and follow the instructions to reset it via your registered email.     If you haven’t registered before:   You can use your email to create a new account and set up a password to log in normally.

Question 29

Register Halara Account

Accepted Answer

How to Sign Up for a Halara Account

You can create a Halara account using your email address, phone number, Facebook, or Google account on our website, or with just your email or phone number on our app.

Question 30

Website Registration

Accepted Answer

How to Register an Account on the Official Website   
  
  1. Go to     https://halara.com/me/register   .    2. Choose your preferred sign-up method:     By Email:    - Select your country/region.   - Enter your email and click "Send Code" to receive a verification email.   - Enter the code, create a password, and agree to the terms.   - Click "Create Account."     By Phone:    - Click "Register with Phone."   - Select your country/region, enter your phone number, and request an SMS code.   - Enter the code, create a password, and agree to the terms.   - Click "Create Account."     By Facebook/Google:    -Click the respective icon to sign up instantly.

Question 31

App Registration

Accepted Answer

How to Register an Account on Halara APP   
 
  1. Open the Halara app and go to Me → Sign In/Register.    2. Sign up using email or phone number    3. Follow the steps to complete registration.

Question 32

Delete Personal Data/Halara Account

Accepted Answer

How to delete my personal data?    
  
   How to apply for Halara App Account Deletion:    1. Click " Account Settings"   2. Click " Submit an account deletion application".    3. Click " Apply to delete account"     How to apply for Halara Website Account Deletion:    Please contact our Customer Support team via email or Live Chat for assistance with account deletion.

What does it mean to delete an account or personal data？   
  
  Deleting your account will permanently delete all data associated with it, including coupons, points, order history, messages, files, and images. Once deleted, you will no longer be able to access your Halara account or make purchases on our website or app with this account.

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