HOW CAN WE HELP?
FREQUENTLY ASKED QUESTIONS
Orders
How do I track my order?
Once your order has been dispatched, you’ll receive your shipping confirmation email containing your tracking information.
With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.
Please allow up to 7 working days (UK) and up to 15 working days (rest of the world) for your order to arrive. If this date has passed and you still haven’t received your order, contact us here so we can assist you.
Where is my order?
We aim to dispatch all orders within 1-2 business days of the order being placed, depending on the shipping method selected, this isn’t always possible.
Once your order has been dispatched, you’ll receive your shipping confirmation email containing your tracking information.
With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.
Please allow up until your estimated delivery date for your order to arrive. If this date has passed and you still haven’t received your order, click here so we can help you further.
Please note we are unable to assist with any enquiries regarding the whereabouts of your order until the estimated delivery times have elapsed.
Pre-orders: Your whole order will be dispatched as soon as the pre-ordered item is restocked.
I've received a faulty item
In the unlikely event you have received a defective item, please contact us immediately with the following information:
- Your order number
- Which item is damaged
- A description
- Photographic evidence
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.
Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don’t always require the faulty item back.
My order has been flagged as potentially fraudulent
At HALITE, we value our customers above all, therefore, their safety always comes first. In order to ensure our customers, have a safe experience at HALITE, we may have to ask you for additional information in the case of your order being flagged as potentially fraudulent by our fraud team. We apologize if this isn’t the case and we will always ensure that your order is dealt with promptly and resolved as quickly as possible.
How do I know if my order has been flagged as fraudulent?
If our fraud team has flagged your order as potentially fraudulent, we will email you directly to inform you!
Why has my order been flagged as fraudulent?
Your order has been flagged as potentially fraudulent due to characteristics which has triggered our anti-fraud systems.
What happens if I don't provide the documents?
To validate your order, we will require: a copy of your photo ID e.g. Driving License or Passport. Also, we will require proof of your billing address, e.g. a bank statement, phone bill or utility bill which states the billing address.
When providing these documents, feel free to cover up any important dates or numbers, if you wish to do so!
How can I validate my order?
If you don’t provide the documents for any reason, or we haven’t heard from you within 7 days of us sending you an email then we will cancel your order and refund you right away!
Please note: Any documents sent to us will be kept completely confidential and under no circumstances will be passed on to any third parties.
There is something missing from my order
In the event that you’ve received your order and you find an item is missing, we may have removed the item due to being out of stock. In this instance, you will be contacted via email and given the option to choose an alternative item.
If we have received no response within 48 hours of this email, the item will be refunded from your order and the remaining items sent.
If you haven’t received an email notification about an item being out of stock, but you’re still missing an item, please contact us immediately with the following information:
- Order Number
- Missing Item(s)
Our support team will look into the matter and will resolve the issue for you as quickly as possible.
I want to cancel/amend my order
I if you do wish to cancel/amend your order, please contact us immediately with the following information:
- Name
- Order Number
- Email Address
- Amendment you require
We will always strive to amend your order before it is shipped, but we aren’t always able to. In this instance, there is a chance that the order has already been processed for shipment and we are unable to make a change.
My order status is complete, does that mean it should have been delivered?
No, status ‘complete’ simply means your order has been fulfilled by our warehouse team and it’s currently on the way to you.
You will receive a shipping confirmation detailing your tracking information.
I have received an incorrect item in my order
In the unlikely event you have received an incorrect item, please contact us immediately, including the follow information:
- Name
- Order Number
- Item that you did not receive
- Item that you received in it’s place
- Photograph of item
Once you have sent this information over, our team can work to rectify the problem and send you out the correct item.
Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.
Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time.
Delivery
Does HALITE deliver to PO Boxes?
HALITE does not currently deliver to PO Boxes.
Shipping Options - United Kingdom
We have two options for UK Delivery, our free Standard Delivery and our paid Express Delivery. We aim to dispatch all orders within the next working day.
Shipping Options - Europe (Excl. UK)
For deliveries to Europe, excluding the United Kingdom, we have the Standard Delivery available (3-5 working days).
Customs & Import Charges
You may be susceptible to customs charges in certain areas which will be charged upon the parcel reaching the destination country.
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.
The final value of your order does not include any additional duties required.
HALITE has no control over customs and import tax, and we can’t tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.
Returns
Return policy
We understand that from time to time you will want to return an item for any reason. Check out our policy and see if you’re eligible to return your item:
- We have a 30-day returns period. Orders placed between November 1st and December 31st can be returned until January 31st.
- Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.).
- Impello Boxing Boots: we can not accept boots that have been worn or whereby the hangtags have been removed, or the box is damaged.
- We cannot accept ski masks or leg sleeves for hygiene reasons – no exceptions.
- Items covered in animal/human hair will not be accepted.
- If you’ve asked for an item which is more expensive than your return, we will contact you upon receiving the return to process the additional payment.
- If you purchased an item during a sale and wish to exchange it for a different design, please note that the original sale price will no longer apply. The exchange will be based on the regular price of the new item selected. Sale prices are only valid at the time of the original purchase and are not extended to exchanges.
- All items are thoroughly inspected before any action is taken.
- Returns can take up to 10 days to process, so don’t be alarmed if you’ve tracked your return as delivered but haven’t heard from us yet. There will be an extra 5 working days to process returns during the Black Friday period..
- Items received after the 30-day returns period will undergo approval and will be eligible for store credit only.
- Exchanged orders will not be eligible for a refund if it's beyond the original order's 30-day returns period. The 30-day returns period starts from the original order delivery date.
- If you received a free gift with your order and returned an item you must also return the gift or else you will be invoiced for the face value of the gift.
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received.
If your return breaches our terms you will also be liable for the cost of delivery to return the item back to you.
Any items purchased at an exhibition can only be returned for a like-for-like product or store credit, we will not be able to provide a cash refund.
Are returns free?
We offer free returns in the UK within 30 days. We currently do not offer free returns for international orders. To make a return, follow the steps below:
- Head over to our contact page.
- Enter your order number and email address (don’t forget to include “#” before your order number).
- State the items you want to return.
- Select your return method (Exchange, Store Credit or Refund).
- Send the items back with the QR code (emailed to you).
Please note: all items returned must be unworn in the original condition with tags and packaging.
You are not obliged to use our free returns services we offer, but should you choose not to, you will be completely liable for the cost of returning your goods.
Returns must be received by our team within 30 days of your initial inception. Orders placed between November 1st and December 31st can be returned until January 31st.
Returns can take up to 5-10 business days to process once received. An additional 10 working days due to Black Friday Sale.
Have you received my return yet?
Once your return has been processed, we will let you know via email. If you’ve tracked your return as reaching our warehouse but haven’t yet received an email, don’t be alarmed. Depending on the volume of returns we’re experiencing, it can take a few days to be processed into our system.
Once you’ve received your email notification that we’ve received your return, refunds and exchanges can take a further 10 working days to be processed. There will be an extra 5 working days to process returns during the Black Friday period.
If you do have any concerns, click here and get in touch with our customer care team, they’ll no doubt be able to answer any queries you may have!
Payments, Discounts & Gift Cards
An item I own is now a lower price, can you refund me the difference?
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.
This item was on sale previously, can I get it at the sale price?
If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to it’s original price, in which case, we will not be able to honour the price it was displayed as during the sale.
Sponsorships
Teams
We do not currently sponsor teams, but we do offer business-to-team (B2B) models, where we can provide bulk purchases & uniform manufacturing. To inquire about this with our Customer Relations team, please contact us here.
Please keep in mind that we do not offer services for team merchandise.