Frequently Asked Questions

1. How can I place an order?

Select the product you would like to purchase, choose the available options, and add it to your cart. Once you are ready, proceed to checkout and follow the instructions to complete your purchase.

2. What payment methods do you accept?

The payment methods currently available will be displayed during checkout. Availability may vary depending on your location and the payment services supported by our store.

3. Is my payment information secure?

Payments are processed through secure payment providers. Hilaine does not directly store your complete payment card information.

4. How do I know if my order was confirmed?

After completing your purchase, you should receive an order confirmation email. Please check your spam or promotions folder if the message does not appear in your inbox.

5. How long does order processing take?

Orders require processing before shipment. Processing times may vary depending on product availability, order volume, weekends, and holidays. Shipping estimates are separate from processing time.

6. How can I track my order?

When tracking information becomes available, it will be sent to the email address used during checkout. Please allow some time for the carrier's tracking system to update after shipment.

7. Why has my tracking information not updated?

Tracking updates may occasionally be delayed while a package is moving between carrier facilities. If your tracking information remains unchanged for an extended period, contact us for assistance.

8. Can I change or cancel my order?

Please contact us as soon as possible after placing your order. We will try to accommodate your request, but changes or cancellations cannot be guaranteed once processing or shipment has started.

9. Can I return an item?

Return eligibility depends on the condition of the item and the requirements described in our Refund Policy. Please review that policy before requesting a return and contact us for return instructions.

10. What should I do if I receive an incorrect or damaged item?

Please contact us promptly and include your order number, a description of the issue, and clear photos of the item and packaging. Our support team will review your request and provide the next steps.

11. Are shipping delays possible?

Yes. Delivery estimates may be affected by carrier disruptions, customs processing, severe weather, holidays, or other circumstances outside our control.

12. How can I contact Hilaine?

Email us at contact@hilainesoftbra.com. We reply within 24-48 hours.