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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?jia

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 [email protected]. and we'll help you out! 

Where does halara ship from?jia

Our products are manufactured and shipped from premium factories across East and Southeast Asia. Our factories follow strict local, national, and international regulations and have certifications from recognizable international organizations, including standards ensuring worker health, safety, and living wages. Halara cares about all stakeholders involved in our value chain. We are making our commitment to support the well-being of people and the planet and will share more on our Responsibility page in 2024.

What is the status of my order?jia

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 [email protected] and we'll happily check it for you! 

Can I change or update my order?jia

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 [email protected] 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?jia

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 [email protected] 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 [email protected] ASAP. 

Orders & Shipping

How can I place an order?jia

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?jia

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 [email protected] and we'll happily check it for you! 

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

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 [email protected] we'll check into it and see if we can find any additional information.

How long does shipping take?jia

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?jia

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?jia

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 [email protected] as soon as you realize, and we'll do our best to see what we can do!

Can I cancel my order?jia

It depends! If you contact us [email protected] 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 [email protected].

What happens if my package is lost and stolen?jia

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?jia

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?jia

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 [email protected] 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 [email protected] ASAP. 

What's your exchange policy?jia

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 [email protected].

How do refunds work?jia

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?jia

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

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

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?jia

You must pay for shipping to return or exchange an item.

My item came damaged, what should I do?jia

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 [email protected] 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?jia

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 [email protected] and we'll help you out! 

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

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

How are Halara products developed and produced?jia

Halara manufactures its products in select, reliable factories with experienced specialists overseeing the process, from experienced patternmakers, product development specialists, to quality control experts. We're committed to constantly making efforts towards sustainability, partnering exclusively with factories that adhere to environmental protection laws, labor rights, and wage regulations. Our unique on-demand production approach eliminates inventory-related pollution and waste. Prioritizing high-quality fabric and the latest technology in our fabric lab, we reduce waste and maximize fabric function and handfeel while maintaining affordable prices. Our designs, driven by customer feedback, reduce overproduction and ensure our customers not only receive products they love, but can count on the durability of our products. As our business demand and product categories rapidly expand, we are growing our supply chain partnerships in South Asia. We're committed to increasing our investment and effort in sustainability, and will provide greater transparency in our sustainable practices and supply chain in 2024.

What materials do you use for your products?jia

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?jia

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?jia

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?jia

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?jia

There could be a few reasons. If you paid via credit card or PayPal, send us a note at [email protected] and we'll investigate.

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

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?jia

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?jia

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

What currency are payments transacted in?jia

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?jia

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?jia

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:

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 [email protected]

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 [email protected].

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

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 [email protected] and we'll investigate and find out why there may be a difference.

What's your gift cards policy?jia

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 [email protected]

Can I stack two promo codes in the same order?jia

No, you can only use one promo code per order. If you're unsure about using coupons or promo codes, send us an email ([email protected]) 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?jia

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?jia

 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?jia

 We love to hear from our customers! You can drop us a note on Instagram 

or feel free to send us an email [email protected] with your feedback or suggestion.

Will you be coming out with a men's line?jia

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?jia

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?jia

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.

Is there any guideline when writing my product review?jia

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 [email protected] directly. Enjoy writing your review!

Dress

Do your dresses offer support or compression?jia

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

For your dresses, are the shorts connected or separate?jia

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?jia

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

How To Use Coupons

How to use a Halara Coupon code?jia

First, put items in your shopping bag and proceed to the checkout page. There, you'll see a place to enter your promo code. Once you add it, the system will automatically decrease your total cost, helping you save as much as possible.

Where can I get the discount?jia

You can get a coupon code in several ways: through an influencer, a referral, our homepage, the app, an email newsletter subscription, social media, or various other channels. Be sure to check the specific guidelines, limitations, and validity dates listed for each code.

How can I find my coupons?jia

To see your coupons, first download our app. Once you open the app, go to your account and look for the coupon section. Click on it and you'll see the available coupons there.

Can I use multiple codes for one order?jia

Currently, you can only use one Halara coupon code per order.

Why aren't my codes working?jia

If your Halara codes aren't working, it could be due to the following reasons:
1. The entered code might not be correct.
2. The code may no longer be valid.
3. Your order may not meet the minimum amount needed to use the code.
4. You might already be using another code that provides greater savings.
5. The code might only be applicable to full-priced items.
Should you have any inquiries or confusion, feel free to get in touch with our Customer Service Team by emailing us at [email protected].

How to get free shipping and a free gift on Halara?jia

First-time user? Just head to the App Store or Google Play Store and search for Halara to download our app. When it's installed, scroll down to find a 'new users or coupons' part. You'll also see notes about free shipping and gifts right above the main page banner.

What are the latest Halara promo codes and coupons?jia

You can find our best deals by browsing our website or app, visiting our social media account (@Halara_official), or watching videos from influencers. The choice is yours!