Shipping & Customs
Shipping
We love slow fashion, and create our items with this mindset. Once you have ordered your new favorite piece, it may take up to 14 working days to be shipped out. Please note that we ship out of Bali, and do not ship during religious holidays, which may cause some delays.
Bali: Same Day Delivery is available for orders made before 12 pm and delivering inside Bali. This does not include Saturday, Sunday, or any national or international holiday's.
Indonesia: We ship all orders within Indonesia for free via Lion Parcel / Indonesian Post. Any item ordered before 4PM, we will endeavour to post on the same day. It can take up to 3-7 working days to reach you.
Global: We ship to almost all major countries (we are currently not able to ship to Russia, Ukraine, and Belarus) - shipping will be between $15 - $40 depending on items and destination. This will be automatically calculated at checkout: A minimum shipping charge will be calculated at checkout by Country and Location. We offer free shipping on orders over $350 USD via DHL Express, with an estimated delivery time of around 6 working days. Note: DHL does not ship to P.O Boxes, therefore a residential address is required, providing a signature upon delivery of your order.
We do not ship on weekends and public holidays, and will dispatch the next working day.
If there are any delays to your order dispatch, our Customer Service Team will inform you via email. Please make sure you add an active email address or WhatsApp number to your order.
Customs & Duties
Please be aware that if you are purchasing online from outside Indonesia, you may be charged custom duties and taxes. These duties and taxes are not included in the price of the goods and are not included in the overall shipping cost. All shipments are marked DAP (delivery at place), which means that all import duties must be paid by the recipient of the shipment. Import duties are charged once the parcel reaches its destination country.
Upon reaching the destination country, customs or import duties may be levied on the parcel. It is the recipient’s responsibility to settle these charges. We have no control over these charges and cannot predict what they may be. Therefore, HAYAQI & our shipping partners cannot be held accountable for any extra charges incurred, and we are unable to accept returns in such cases. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We advise you to get in touch with your lcoal customs office for current charges before you order, so you are not surprised by charges you weren't expecting. Please note that customers take full liability for all shipment costs and any eventual customs charges even if they refuse to accept a parcel due to high import duties or taxes.
Lost parcels & delivery issues
HAYAQI cannot be responsible for any orders delivered to incorrect addresses due to customer error. If we do not receive correct shipping information at the time of your order or within 12 hours of your order being placed, we are not liable for any costs incurred to retrieve or resend your order or for any lost or irretrievable packages.
Our carriers deliver during normal business hours. Upon delivery, the goods must be signed for. If a signature cannot be obtained at the time of delivery, the customer will be contacted and another delivery attempt is made. Should the customer not be present at the delivery address or cannot be reached by phone/email the parcel may be returned to HAYAQI as unclaimed after 5 days. Further freight charges will be payable for re-dispatch. Freight charges paid for the original dispatch are non-refundable. Where possible please consider entering your work address if you are not at home during normal business hours. Once unclaimed goods have arrived in the HAYAQI warehouse, the customer will be contacted again and the order will be held for a total of two weeks. If the customer does not respond within these two weeks, the order will be canceled.
In the case of a lost package, we will do everything in our power to correspond with the respective couriers to retrieve your package or to file a claim for the value of the goods. Any extra costs incurred by HAYAQI are the responsibility of the customer.
By completing a purchase through our online store, you agree to all the terms and conditions listed above.