Frequently Asked Questions

Orders are normally prepared within 1–2 business days. Once your piece has been dispatched, you will receive a shipping confirmation by email. Processing time is separate from the carrier’s delivery time.

Please contact us as soon as possible at orders@wearhiyara.com. We will always do our best to help with changes to an item, size, or delivery detail. Changes may no longer be possible once preparation has begun or the order has been dispatched.

This does not restrict any statutory right of withdrawal that applies to your purchase.

Contact orders@wearhiyara.com as soon as possible so we can try to stop preparation or dispatch.

If you have a statutory right of withdrawal, you can exercise it before the goods arrive, including before dispatch. Preparation or dispatch does not by itself remove that right, and a valid withdrawal does not require our approval.

You can also use our online withdrawal form. If the parcel has already been dispatched, it may be too late to stop delivery; the goods must then be returned under the applicable withdrawal rules. See our Returns & Refund Policy for the deadlines and any applicable exceptions.

You will receive an order confirmation after checkout. Once your piece has been dispatched, a separate email will contain the available tracking details. For additional help, email orders@wearhiyara.com and include your order number.

Hiyara offers a voluntary 30-day return period. Notify us within 30 days after the day your order is delivered, then send the goods back within 14 days after notifying us. Dispatch within that period is sufficient.

For this voluntary offer, pieces must be unworn apart from careful trying on, undamaged, and complete, with their original packaging and accompanying materials. The conditions and exclusions are set out in our Returns & Refund Policy.

The 30-day period includes the statutory withdrawal period; it does not begin after it. Our voluntary conditions do not restrict your statutory withdrawal rights or your rights concerning faulty or incorrectly supplied goods.

Email returns@wearhiyara.com with your order number, if available, and the piece you would like to return or exchange. To declare statutory withdrawal, you can also use our online withdrawal form.

An order number helps us identify your purchase but is not required for statutory withdrawal. If you do not have it, provide other details identifying your purchase and the goods concerned. No reason is required.

Send returns to:
Marko Šimunić — HIYARA
Peiner Straße 108
38176 Wendeburg
Germany

You do not need our approval, a return authorization, or a reply from us to exercise statutory withdrawal or return the goods within the applicable deadline. See our Returns & Refund Policy for the full instructions.

For a change-of-mind return under statutory withdrawal or our voluntary offer, you bear the direct return shipping cost. Hiyara covers necessary return costs for faulty or incorrectly supplied goods as required by law.

We recommend tracking and keeping proof of dispatch identifying the return. Tracking is a recommendation, not a condition of statutory withdrawal.

For a full-order return, any original delivery charge is reimbursed up to the cost of the least expensive standard delivery option offered. Additional express or upgraded delivery charges are not reimbursed. If delivery was complimentary, there is no original delivery charge to reimburse.

For statutory withdrawal, we reimburse all payments due without undue delay and no later than 14 days after the day on which we receive your withdrawal notice. A valid withdrawal does not depend on our approval.

We may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever occurs first. This does not apply if we have offered to collect the goods.

For returns made solely under our voluntary 30-day offer, we check the returned piece against the published conditions. Eligible returns are refunded without undue delay and no later than 14 days after we receive the goods.

Refunds use the original payment method unless you expressly agree otherwise and incur no fees as a result. We charge no reimbursement fee. Any lawful deduction for diminished value is explained to you. Your payment provider may take additional time to display the refund; this does not extend our legal reimbursement deadline.

Voluntary exchanges are available when the requested replacement is in stock and the return meets our voluntary return conditions. Contact returns@wearhiyara.com with your order number and preferred replacement.

We cannot reserve or guarantee a replacement until the returned piece has been received and checked. We will explain any delivery charge for a voluntary exchange before you agree to it.

These arrangements do not restrict your statutory remedies for faulty or incorrectly supplied goods.

Open the online withdrawal form through the “Withdraw from contract” link in our website footer. No customer account or login is required.

Enter your name, details identifying your purchase, and the email address where you would like to receive confirmation. Your order number is optional; if you do not have it, describe your purchase and the goods concerned.

Continue to the next step, identify the goods covered by your withdrawal, and select “Confirm withdrawal”. You do not have to give a reason.

We will email an acknowledgement without undue delay, including the content of your withdrawal and the date and time of submission. Keep it for your records. This acknowledgement does not mean a refund has already been issued.

The online form is an additional option. You can still withdraw by email, post, or another unequivocal statement. The statutory model withdrawal form remains available in our Returns & Refund Policy.

Where a statutory right of withdrawal applies, you can withdraw without giving a reason within 14 days after the day you, or a person nominated by you other than the carrier, receive the goods. If goods from one order arrive separately, the period generally runs from receipt of the last item.

You can also withdraw before delivery. Send your withdrawal notice before the applicable deadline, then dispatch the goods back without undue delay and within 14 days after declaring withdrawal.

You may inspect and carefully try on the piece as necessary to establish its nature, characteristics, and functioning. Original packaging is not a condition of statutory withdrawal. You may be liable for loss of value caused by handling beyond what is necessary, provided you were properly informed of your withdrawal rights.

Our stricter voluntary-return conditions do not override these rights. For full instructions and applicable exceptions, see our Returns & Refund Policy.

Email returns@wearhiyara.com with details identifying your purchase and a description of the issue. Photographs are helpful where available, but are not a condition of your statutory rights.

We will arrange the remedy required by applicable consumer law and cover the necessary costs, including necessary return shipping. We will provide a prepaid return option or advance necessary transport costs where legally required.

Your statutory rights concerning faulty or incorrectly supplied goods are separate from change-of-mind returns. They are not limited to our voluntary 30-day period and do not depend on retaining the original packaging.

Occasional contact with water should not immediately damage your piece, but regular or prolonged exposure is not recommended. Remove it before showering, swimming, bathing, or entering salt water or chlorinated water.

Gently wipe the piece with a clean, soft, dry cloth after wear. Avoid abrasive cloths, jewelry dips, household cleaning products, and chemical solutions, which may affect natural stones or surface finishes.

Put your jewelry on after perfume, lotion, sunscreen, hairspray, and other cosmetics have dried. Removing it before exercise, sleep, and activities involving friction will also help protect the materials.

Store your piece clean and dry, away from direct sunlight, humidity, and sharp objects. Keeping each piece separately in its pouch or compartment helps prevent scratching and tangling.