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FAQ
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The item I ordered was too big, can I return or exchange it?- consider needed Regarding Collection items (ready-to-wear items), we only accept returns if the item is unused, and only if you contact us by E-mail or online form within 3 days after the delivery. After that, within 7 days of the delivery, please return it to our branches.(We have three branches, each is in California the United State, in Ohio the United State, and in Nairobi Kenya. Please note that the branch you will return to will vary depending on where you live in due to the convenience of shipping. We will send the address when we receive your inquiries. Thank you for understanding and supporting.) and after confirming the condition of the product, we will process the refund or exchange the product. Please note that we cannot refund the shipping fee or the transaction fee. Please note that we do not accept returns that have been used once or more, and if 4 days or more have passed since the delivery. In the case of a return due to the customer's convenience, please pay the shipping fee.
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I have placed an order through the online form but have not heard back.Hayan Collection only accepts orders from our online store, and we do not accept orders from SNS, online forms, E-mails. (Inquiries are accepted at any time from SNS, online forms, E-mails.) We will answer all inquiries received from each platform in turn, but we may not be able to respond sooner if you order from other than the online store, especially when we are receiving large number of orders.
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Can I purchase from outside of the United State or Kenya?We have partnership with DHL Kenya, and we do ship worldwide. The delivery fee varies depending on the area you live in. For more details, please check the Shipping & Returns page. We indicated some parts of the world in that page. If you couldn't find your area and zone, please check the link that is indicated in the same page to get further information. In addition, depending on the area you live in, it may be categorized to the remote delivery area specified by DHL, in which case it may take an additional number of days (2 to 4 weeks, shipping via our branches in the United State) or additional fee(To get more details about additional fee which is potential, please check the Shipping & Returns page.). It is also possible to deliver in 7 to 10 days with an additional fee.
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Why does it take extra days and ship or extra fee via the branch in the United State if I live in the remote delivery area specified by DHL?Since all Hayan Collection products are made in Kenya, in order to minimize shipping costs for customers who place orders from overseas' remote area, we ship them to Ohio branch in bulk twice a month, then ship them to your country. Please note that the estimated delivery date is an extra 2~4 weeks depending on the area you live. If you are in a rush, we can deliver in 7~10 days with an additional charge.
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Who pays customs duty?Customs duties are charged when the goods cross the border, and to be paid by the recipient to the recipient's country of residence, hence we ask the customer to be responsible for payment of customs duties. Please note that the regulation, duty rates, tax exemption conditions, etc. differ depending on the country of residence, so we cannot advise whether or not payment will be charged nor the amount.
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How do I wash them?- consider needed
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