At Haenae, we want you to feel confident when placing an order. Please review our shipping and return information before making your purchase.
1. Shipping & Processing
All orders are shipped from South Korea.
Orders are typically processed within 1–3 business days. Processing time is separate from transit time.
Estimated Delivery Times
- Standard Shipping: Approximately 5–20 days, where available.
- Express Shipping (EMS/Express): Approximately 4–15 days, where available.
Delivery estimates begin from the shipping date and are not guaranteed. Actual delivery times may vary depending on the destination, customs procedures, weather, flight availability, and local postal services.
Available shipping methods, costs, and estimated delivery times are displayed at checkout where applicable.
Please make sure your shipping address is complete and accurate before placing your order.
2. Tracking Your Order
Tracking information will be provided when available for your selected shipping method and destination.
If your package has not arrived within the estimated delivery time, please contact us with your order number. We will do our best to check the shipment status with the carrier.
3. Customs Duties & Taxes
International shipments may be subject to import duties, taxes, and customs clearance fees, depending on the destination country and shipping method.
Import duties, taxes, and customs clearance fees are the buyer’s responsibility. These charges are not collected by Haenae at checkout and may be collected by the carrier or customs authorities upon delivery. Haenae does not control these charges and cannot predict the exact amount.
Please check your country’s import regulations before placing an order. Customs processing may also cause delivery delays.
Unpaid Duties, Refused or Unclaimed Packages
If a package is refused, left unclaimed, or returned to us because import duties, taxes, or fees were not paid, we will contact you to discuss options. Once the package is returned to us, we will refund the item price minus the original shipping cost and the return shipping cost. Duties, taxes, and fees already paid to the carrier or customs authorities are not refunded by Haenae.
Duties on Returned Items
Haenae cannot refund import duties, taxes, or fees paid to the carrier or customs authorities. Whether these charges can be reclaimed depends on your country’s customs rules, and any such claim must be made by the buyer with the relevant authority.
4. Returns & Refunds
If you are not satisfied with your purchase, please contact us before returning an item so we can provide return instructions. Please do not send items back without contacting us first, as we cannot guarantee we will receive them.
Return Eligibility
Our standard return window is 30 days from delivery. All items are eligible for return under the conditions below.
Returned items should be unused and in their original condition, including original packaging, tags, and labels.
Please contact us with your order number and the reason for your return before sending anything back.
How to Return
After you contact us, we will send you the return address and instructions. Returns are shipped to South Korea. You are responsible for arranging a trackable shipping method and keeping your tracking number until the refund is complete. Return packages may be subject to customs clearance in Korea, so please follow the instructions we provide.
Return Shipping Costs
For returns due to a change of mind or choosing the wrong size, the buyer is responsible for return shipping costs, where permitted by applicable law.
If you receive an incorrect, damaged, or defective item, please contact us with your order number, a description of the issue, and clear photos. We will review the issue and work with you to arrange an appropriate solution, such as a refund or replacement. You will not be asked to pay return shipping costs for an item that is incorrect, damaged, or defective.
Refunds
Refunds are generally processed after we receive and inspect the returned item. The time it takes for the refund to appear in your account may depend on your payment provider.
Refunds for incorrect, damaged, or defective items will be handled according to the circumstances and applicable consumer protection laws.
European Union Customers
Customers in the EU generally have the right to withdraw from an online purchase within 14 days of receiving the goods, subject to applicable legal conditions and exceptions.
If you withdraw, please notify us in writing at info@haenae.com within that period. We will refund the price of the goods and the standard shipping cost paid at checkout within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the returned goods or you provide proof that you have sent them back, whichever comes first. Return shipping costs for a withdrawal are the buyer’s responsibility, unless the item is incorrect, damaged, or defective.
Nothing in this policy affects your statutory consumer rights.
5. Cancellations & Changes
If you need to cancel or change your order, please contact us as soon as possible.
We can usually cancel or change an order only before it has been shipped. Once an order has been dispatched, cancellation or changes may no longer be possible.
6. Exchanges
We do not currently offer direct exchanges.
If you need a different size or color, please contact us to discuss the available options. If you receive an incorrect, damaged, or defective item, please refer to the Returns & Refunds section above.
7. Contact Us
If you have any questions about shipping, returns, or an existing order, please contact us at info@haenae.com or through our website’s contact page. Please include your order number when contacting us about an existing order.
Thank you for supporting Haenae, a small independent brand based in Korea. We appreciate your trust and will do our best to help with any concerns about your order.