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FAQ

Where is my order?

Once your order ships, you will be sent an auto-email containing tracking information.
To track your order,
  • You can click the tracking link in the shipping confirmation email you received. If you can't find the confirmation emails in your inbox, there's a good chance it is in your spam folder.
  • Or you can click on the link here: TRACK MY ORDER. You also can send us an email at service@houseofhalley.com(with order# & order status)and we'll happily check it for you!

Why is there no tracking update?

If you have recently received a shipment mail:
As we claimed on our website, all orders are processed within 24 business hours and shipped within 3-5 business days.
Once shipped, it may take 2-3 days for the shipping information to update.

If the order is in transit:
1. Held up by force majeure, such as extreme weather, shipping restrictions, strikes, etc.
2. Going through local customs clearance procedures.
Feel free to send us an email at service@houseofhalley.com(with order# & order status) to check your order.

Why didn't I get a shipment notification email?

Once the order is shipped, an email with a tracking number will be sent to your order email address.
If you haven't got your dispatch email:
1. Please check if the email address is wrong.
2. Please check to see if the email ended up in your spam folder.
3. Please check the status of your order in your account to see if it has been shipped.
If you still can't find the email, feel free to send us an email at service@houseofhalley.com(with order# & reason).

Why is my order shown delivered before I receive it?

If you didn't receive your item(s):
1. Please check if the address information of your order is incorrect;
2. Please contact the courier company for more details;
3. Please check your mailbox or ask your neighbors if they have received the parcel on your behalf.
4. Please wait for another 48 hours. Packages may show delivered up to 48 hours before arrival in rare cases.
If you haven't received the item in 3 business days after your order is shown delivered, please feel free to send us an email at service@houseofhalley.com(with order# & reason).

Why is my order returned to sender or refused?

An order may be returned to sender or refused for one of the following reasons:
1. An address is invalid or there is missing information,
2. The carrier is unable to deliver your package, or
3. The order is refused by the customer at time of delivery.
Please note that we do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

What can I do if the tracking service shows that the delivery of my parcel was unsuccessful?

If you find that the delivery of your parcel was unsuccessful, please verify your shipping address information, which is listed on the confirmation letter. If the address is correct, we suggest that you first contact the logistics company as this is the most effective way to locate your package and arrange for re-delivery.

How do I change or cancel my order?

Order not shipped yet: please Email us at service@houseofhalley.com with the corresponding title and state your request. We will assist you with your request ASAP:
1. Title for item change, in terms of color, size, etc.: "Item Change #XXXXXX(Your Order Number)".
2. Title for delivery address change: "Address Change #XXXXXX(Your Order Number)".
Order already shipped: Unfortunately, we're unable to change any order information for you under this circumstance.

Missing item from my order?

Please contact us directly at service@houseofhalley.com and provide such key information as the shipping label, etc.. The more complete information you provide, the faster we can identify and handle this.

What should I do if there's something wrong with my order?

Please contact us at service@houseofhalley.com. Please provide us with your order number, the description of the problem and attach any necessary pictures.

Can I return the item?

Please contact us directly at service@houseofhalley.com(with order# & reason) within 30 days from the date of receiving the item(s).
Please note that you, as the customer, will bear all return shipping costs unless the original products are defective. For more details, please click here.
Please do not return the item(s) to the sender's address .
Please note that we will not accept any returns without you contacting us first.

When will I be refunded?

A refund will be issued after processing your return, which may take up to 3-6 working days after receiving your return in our warehouse. After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours
Credit card refunds: Between 7-14 business days
After the refund is issued, you will receive a confirmation email detailing your return and refund amount. We will not leave you hanging! Please check the Return Policy for details.

How are customs and duty fees treated?

You are responsible for ensuring that any products you order comply with state and federal government import rules and regulations.
You must pay for the Products (including all applicable delivery charges, applicable tariffs, taxes, and customs clearance fees).
For more details, please click here.

What types of payments do you accept?

We accept Paypal, and Credit Card as forms of payment. For more details, please click here.
Here at HouseofHalley, we only use trustworthy payment channels and we do our best to protect your payment and personal information.

How do I pay by credit card

1. Pay by credit card directly in the payment at checkout.

PAY BY CREDIT CARD PAY BY CREDIT CARD
 
2.Pay by credit card through the PayPal (don't need to log onto PayPal)

Pay by credit card through the PayPal (don't need to log onto PayPal) 

What currency is displayed?

We display all prices in U.S. dollars.

Can I use more than one Promo Code on an order?

Our system is set so that only one promotional code can be applied to each order. If you have any coupons with a future expiration date, make sure to save them for the next time you order!

What size should I choose?

If you're unsure about the size, please refer to the size guide on each product page. For any other questions, please contact us at service@houseofhalley.com with the title of the clothes and your body measurements. We'll be happy to help you find the best size for you!

What should I do if I am not receiving any replies to my emails?

Once we receive your email, we strive to respond with a human reply as quickly as possible, usually within 24-48 hours during business days. However, if you have not received a response after 48 hours, we recommend taking these steps:

1. Check your spam/junk folder to see if the email may have been filtered there.
2. Whitelist our email address to ensure that it is recognized as safe by your email provider.
3. Reach out to us through our social media channels.

How can I add an email address to my whitelist?

The most common method for whitelisting an email address is by adding it to your address book, white list, or safe list within your email application. However, the exact process may vary depending on the application you are using. If you cannot find this option, we recommend contacting the support team for your email application for assistance.

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