Frequently Asked Questions
Welcome to the haaura FAQ. Here you’ll find answers to common questions about orders, shipping, returns, and more. If you need further assistance, please contact our customer service team.
1. Orders & Modifications
Q: Can I change or cancel my order?
A: You may request changes if your order has not yet been shipped. Please contact us immediately at info@haaura.com. Once an order is shipped, it cannot be cancelled, but you may initiate a return after delivery according to our Return Policy.
Q: How do I know if I purchased a pre-order item?
A: All pre-order or made-to-order items are clearly marked as such on their product pages. These items require additional production time (typically up to 4 weeks) and you will be notified via email once they ship.
2. Shipping, Delivery & Tracking
Q: When will my order ship?
A: In-stock items are processed and shipped within 3-5 business days. Pre-order items ship upon completion within their stated production timeframe.
Q: How can I track my order?
A: A shipping confirmation email with a tracking number will be sent to you once your order leaves our warehouse. You can use this number on the carrier's website or on our dedicated [Order Tracking Page].
Q: What are the estimated delivery times?
A: Delivery times are estimates from the date of shipment:
United States: 5-10 business days
International: 7-20 business days
Please note that delays may occasionally occur due to customs, holidays, or carrier processing.
Q: What if I entered an incorrect shipping address?
A: Please contact us immediately at info@haaura.com with the correct details. We can only update the address if the order has not been shipped.
3. Payments
Q: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are secure and encrypted.
Q: Can I pay in my local currency?
A: Yes. The total will be converted to your local currency at the exchange rate provided by your payment provider at the time of purchase.
Q: Why was my payment declined or why do I see a duplicate charge?
A: A decline can result from insufficient funds, incorrect information, or your bank's fraud protection. A duplicate pending charge is often a temporary authorization hold from your bank, which should clear within 1-3 business days. Please contact your bank first for clarification.
4. Returns, Exchanges & Refunds
Q: What is your return policy?
A: We accept returns for items in new, unworn, and unwashed condition with all original tags attached within 30 days of delivery. Please see our full [Return Policy] for details and exclusions (e.g., final sale items).
Q: How do I start a return?
A: To initiate a return, please contact us at info@haaura.com to obtain a Return Authorization and instructions. Returns sent without authorization may experience processing delays.
Q: How long does a refund take?
A: Refunds are processed to the original payment method within 5-7 business days after we receive and inspect your return. The time for the refund to appear in your account depends on your bank or card issuer.
5. Sizing & Products
Q: How do I choose the right size?
A: Please refer to the detailed size chart provided on each product page. If you are between sizes, we recommend sizing based on the fit you prefer (e.g., standard or relaxed).
Q: Will sold-out items be restocked?
A: Restocks are not guaranteed and vary by style. We recommend subscribing to our newsletter or following us on social media for updates on new arrivals and potential restocks.
6. For International Customers
Q: Do you ship internationally?
A: Yes, we ship to many countries worldwide. Shipping options and costs will be calculated and displayed at checkout based on your delivery address.
Q: Will I have to pay customs duties or import taxes?
A: The customer is responsible for any and all customs duties, import taxes, and related fees levied by the destination country. These charges are not included in the item price or shipping cost, and we cannot predict their amount.
7. Contact & Support
Q: I still have a question. How can I contact you?
A: For further assistance, please email us at info@haaura.com. Our customer service hours are Monday to Sunday, 7:00 AM to 4:00 PM (PDT), and we strive to respond to all inquiries within 1-2 business days.