Frequently Asked Questions

This is sent automatically to your email address when you place an order. If you haven't received your order confirmation within 24 hours, please contact us via our email contact@hatarshop.com or through the contact bubble available at the bottom right via WhatsApp in case there is any issue with your order. Before contacting us, please check your spam or junk mail folder in case the order confirmation has been redirected there.

We normally only cancel orders if there is a problem with inventory or if you have asked us to cancel it. Please accept our apologies if your order is canceled due to a problem on our end. We will always offer an alternative product and process your refund in full as quickly as possible.

In addition, we may also cancel orders placed with cash on delivery (COD) if we detect that a customer has recently had a return due to not accepting the delivery. Such situations can also lead to restrictions or blocks on the payment method for that customer in case COD orders are rejected without justification. These account restrictions are applied directly to the IP address, which is why we strongly recommend being certain before placing a COD order.

There is a short period of time between when you place your order and when we begin processing it. If you contact us immediately after placing your order through our contact section, we may be able to cancel your order before it is processed, provided that our policies are met at all times.

Your order can be modified as long as it has not yet been processed or prepared.

If you realize there is a mistake right after placing your order and need to make a change (such as adjusting quantities or adding products), please contact us immediately through our contact section. There you will find our WhatsApp number and other contact methods, we recommend WhatsApp for faster assistance.

When contacting us, please provide your order number (HatarOrder****) so we can locate your purchase quickly and proceed with the requested modification.

If your order has not yet been processed or prepared, we will be happy to modify it. However, once the order has already been processed, we will unfortunately no longer be able to make changes.

We operate primarily with cash on delivery (COD) in the countries where we have a local warehouse. These countries are the ones that appear in the country selector within the COD order form.

Countries with local warehouse (shown in the selector)

In these countries, orders are usually delivered within 24–48 business hours.

This fast delivery is possible because:

• We operate with a warehouse located inside the same country.
• Cash on delivery requires local logistics partners.
• It is not possible to ship cash on delivery from one country to another due to logistical and legal reasons, including customs regulations, carrier restrictions, and financial processing limitations. Courier companies generally do not offer international COD services for these reasons.

For this reason, only the countries listed in the selector (where we have a warehouse) can benefit from 24–48h delivery, regardless of the payment method.

Countries not listed in the selector

If your country does not appear in the COD selector, the order must be paid in advance, as clearly indicated in the order form.

In this case:

• The order will be shipped from the nearest warehouse or from the warehouse with the best product availability to ensure the fastest possible dispatch.
• Delivery usually takes between 9 and 15 days.

In some cases, orders may arrive earlier, and occasionally they may take slightly longer. Delivery times can vary depending on several factors such as:

• International transport logistics
• Weather conditions
• Customs clearance procedures
• Local courier operations
• Seasonal demand or peak periods

However, in most cases, shipments do not experience significant delays beyond this timeframe.

If you have any questions about your specific country or delivery time, feel free to contact us and we will gladly assist you.

We ship worldwide.

In our company, shipping costs are always included in the final price of the product. The price you see at the time of purchase already includes delivery to your selected country.

For this reason, the product price may vary depending on the country from which the order is placed, as well as other logistical and operational factors.

Yes. We provide updates at every stage of your order, from the moment it is placed to its dispatch and delivery. In the delivery confirmation message, you will receive tracking information so you can follow the progress of your shipment.

If you would like a more detailed or advanced tracking update, you can contact us through WhatsApp. We will provide you with the exact tracking code so you can monitor your order more thoroughly and stay informed about its status.

You may request a return within 14 days of receiving your order, always in accordance with our policies and subject to prior approval.

To be eligible for a return, the product must be:

• In its original condition
• Unused and undamaged
• With the original label attached

You must also provide a clear photo of the product label so we can verify that the item was purchased from us. Returns cannot be processed without this verification.

For hygiene and safety reasons, certain products cannot be returned once opened. This includes cosmetic items such as serums, perfumes, creams and similar products. Once opened, these items cannot be resold in the same condition and therefore are not eligible for return or exchange.

All return requests are individually reviewed and must be approved under our return policies. We reserve the right to refuse a return if the stated conditions are not met.

Exchanges

We do offer exchanges under the same conditions and subject to approval. Instead of requesting a refund, you may request an exchange for another product.

The replacement product must be of equal or lower value than the original purchase. If there is any price difference, it will be reviewed and managed accordingly.

All exchanges are subject to inspection and final approval to ensure compliance with our policies.

Please contact us only via WhatsApp to request a return. You can find our WhatsApp contact in the contact bubble located at the bottom right of our website.

When submitting your request, you must send all required proof, including clear photos of the product, the original label, and the condition of the item. This documentation is necessary for us to review and evaluate your return request under our policies.

Once your return has been reviewed and approved within the 14 day period and meets our return criteria, we will provide you with the corresponding return instructions.

Customers are responsible for arranging appropriate packaging to ensure the product is returned safely and without damage.

We provide return instructions by email. If you still have the email we sent, you can simply print a new copy. If you cannot locate the email, please contact us via WhatsApp and request that we resend the return instructions.

In the rare event that your order arrives damaged or defective, please take clear photos of the product and of the product label to verify that the item was purchased from us. Then contact us via WhatsApp using the contact bubble at the bottom right of our website. This is the fastest way to receive assistance. Make sure to provide all the relevant details so we can review your case promptly.

If you simply do not like the product, we will gladly accept it as a return as long as it is in "as new" condition, in its original packaging, and with all tags attached. Returns will be processed according to our policies and require prior approval.

The time it takes to return an item depends on the carrier and shipping method you use to send the product back. Once we receive your return and verify that it meets our conditions, we will notify you via WhatsApp or email.

We aim to process refunds or exchanges within three business days of receiving and approving the returned item. Please note that it may take several additional days for your bank or credit card provider to reflect the refund or adjustment on your account.

All returns and exchanges are subject to our return policies and approval, so processing times may vary slightly depending on the verification of the product condition and documentation provided.

Yes, you can place an order as a guest without the obligation to create an account. However, we recommend creating an account if you want to review your order history and have your shopping cart items and payment details saved for next time. It's quick and easy to create an account. Just visit https://hatarshop.com/account/register and follow the on-screen instructions.

We accept the following credit cards: MasterCard, Visa, American Express, and UnionPay.

We also accept payments through PayPal, Apple Pay, Klarna, cryptocurrencies, and cash on delivery (COD) in countries where this option is available. If you choose PayPal, Google Pay, or Klarna, you will be redirected to their website to log in and complete the payment. Once the transaction is complete, you will be redirected back to our website.

In exceptional cases, we may accept bank transfers, but this requires contacting us directly via WhatsApp before placing your order to receive the necessary instructions and confirmation.

We aim to process refunds within seven business days of receiving and approving your returned item. However, please note that it may take additional time for your bank or payment provider to complete the transaction and reflect the funds in your account.

We kindly ask that you allow up to ten business days after shipping the item back to us before contacting us regarding your refund. Once your refund has been processed, we will notify you via WhatsApp or email with confirmation of the transaction.

Yes, we do sell gift vouchers. They are issued electronically via email and each voucher contains a unique reference number. Our gift vouchers are ideal if you are unsure what to get for someone special. You can purchase vouchers in set amounts such as $10, $20, $30, $50, $75, or $100, which can then be redeemed on our website for any available product.

Yes, we create discount codes at the request of our customers once they have completed at least one order. After your first purchase, you can contact us via WhatsApp to request a personalized discount code for your next order.

It’s important to note that customers who have purchased from us more than once automatically receive a discount when placing future orders. This is possible because all customer information is saved in our system after the first order, allowing us to apply the discount automatically and make your shopping experience faster and easier.