Frequently Asked Questions

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

Top 5 FAQs

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! 

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. 

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! 

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. 

Within 14 days upon the date of delivery, email us your return request at service@thehalara.com. We'll send you a return confirmation within 7 days. Once you receive the return confirmation, you may send back the unworn and unwashed products to our designated address. 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 or exchanges on underwear and items marked final sale. 

Orders & Shipping

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. 

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! 

Send us a message at service@thehalara.com with your order number! We'll check that as soon as possible for you and give you an update on your order status. 

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. 

Your order will be shipped out within 3 business days. Customized items will be shipped out within 14 business days. 

The average shipping time is 8-15 working days, depending on the destination region and country. Please note that in times of peak traffic, delays to estimated shipping times may occur. For more details, check out the Shipping & Customs page. 

Since we process our orders quickly, in most cases it's not possible to change or update your order. You can send us an email 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. 

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. 

For international shipping, it can take up to 3 weeks for delivery time, due to customs processing. If there have not been any tracking updates in the last 5 business days, and you still have not received your package, send us and email at service@thehalara.com and we'll do our best to help you track down your package. 

We are sorry that once the order is being shipped, we can't process your refund, unless you are receiving the wrong item. If any other questions, feel free to reach us by service@thehalara.com

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. 

Exchanges & Returns

Return Conditions

  • You have 14 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 14 days of delivery;
  • Item is in good shape, unused, untorn, and contains all its parts with their original tags/package;
  • Free gifts must be in good shape, unused, untorn, and returned at once;
  • Swimwear must satisfy above conditions and have the hygienic liner intact;
  • We won't accept returned items that were sent back by you directly without contacting with us first;
  • Free gifts cannot be returned if lost or used, or its price must be deducted;
  • Lingerie, water bottles, hair accessories, and masks cannot be returned or exchanged due to sanitary reasons. 

Note: The original shipping fee and Shipping Guarantee are non-refundable.

Please note that the below conditions are not quality issues:

  • Loose threads, raw edges, thickness, touch, and differences in color due to differences in monitor display do not constitute quality issues
  • Returns due to dissatisfaction in style, color, and changes in personal preference do not constitute quality issues
  • Damages due to use, wash, care, improper maintenance, self-repair, modifications, or other human factors do not constitute quality issues
  • Defective goods that have been clearly indicated at the time of purchase do not constitute quality issues and are not accepted for returns
  • Please refer to our sizing chart for final decision on your purchase, as our service team can only offer our recommendations. Returns due to sizing issues do not constitute quality issues.
  • Due to differences in design and style between items, there may be slight differences to different items with the same size. Please refer to actual measurements.

Return Procedure

Step 1: Please contact Customer Service, indicating the item(s) you would like to return and the reason. If there are quality issues, please provide images of said item(s).

Step 2: Please mail back your item(s) according to return instructions from our service team

Step 3: Within 3-5 days after our warehouse has received your item(s) and approved your request, the corresponding refund will be issued according to your communication with our service team to the original payment account or credit card

Return Address

Please contact our Customer Service if you wish to return any items. 

You may send your return to the address below after receiving a confirmation email from our Customer Service(We will response within 24h).

1025 Alameda De Las Pulgas #532, Belmont, CA 94002

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return. 

If you have experienced quality issues, you may exchange the items within 14 days of delivery. You may only return the items if it has exceeded 14 days. 

For your convenience we recommend submitting a return for a refund so you can place a new order for what you want!

Exchange Conditions

  • Quality issues that are within 14 days of delivery
  • Exchange items are stocked (according to our service team)

Exchange Procedure

Step 1: Please contact Customer Service, indicating the item(s) you would like to exchange and the reason and providing images of said item(s).

Step 2: Please mail back your item(s) according to exchange instructions from our service team

Step 3: Within 3-5 days after our warehouse has received your item(s) and approved your request, the new item(s) will be shipped.

If you'd like to exchange a product you bought for a different one, ask for store credit when requesting your return. Once we receive and process your return, we will issue you store credit so you can place a new order for the product you'd like. 

For your convenience we recommend submitting a return for a refund so you can place a new order for what you want! 

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. 

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. 

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. 

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

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. 

Size & Color

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! 

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. 

Materials & Care

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. 

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

Payment & Discount

We accept all major credit cards (VISA, MasterCard, Discover, AMEX) and PayPal. Please note that some banks may charge users foreign transaction fees when you pay by credit card.

We accept credit cards and Paypal*. If one of these payment methods was declined, email us at service@thehalara.com and we will help you figure out what went wrong. 

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. 

Taxes and Customs Duties are not included in checkout. When the package arrives in your country, the delivery company will contact you in regard to the amount of taxes/duty you should pay. 

Yes! If you're a new shopper (welcome!) and you sign up for our newsletter, you'll receive a 10% discount code for your first order.  

Please note that Thehalara.com reserves full rights to the usage of discount codes, in the cases customers violate the code rules, thehalara has rights to cancel the order or forfeit the payment. Discount codes rules are stated hereinafter: 

  • discount codes including but not limited to the forms of percentage, value, free gifts, free shipping shall only be used once by each customer unless stated by thehalara.com 
  • discount codes for new customers shall only be used by the first time order of each customer 
  • customers are not allowed to profiteer from the Halara discount code by selling the codes to other customers, or for other fraudulent purposes 

We're unable to apply any temporary promotions to orders that have already been placed.  

All of our transactions are based in US Dollars. If your payment card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

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! 

Please note that Thehalara.com reserves full rights to the usage of discount codes, and in cases where customers violate the code rules, thehalara has the right to cancel the order or forfeit the payment. Discount codes rules are as follows: 

  • Discount codes including but not limited to the forms of percentage, value, free gifts, and free shipping shall only be used once by each customer unless stated by thehalara.com.
  • Discount codes for new customers may only be used for the first order of each customer.- Customers are not allowed to profiteer from the Halara discount code by selling the codes to other customers, or for other fraudulent purposes.
  • If there is more than one item in your order when a value coupon is applied, the discount amount will be prorated to every item in accordance with its price. Therefore, when a refund happens, we will only be able to return the discounted price of the item, not the original price of the item.