Shipping policy

Shipping Policy

At HAYA Skincare, we are committed to ensuring a seamless delivery experience for all our customers. Please review our shipping policy details below:

  • For U.S. orders: All shipments are processed from our distribution center in California. We offer FREE Standard Shipping on all U.S. merchandise orders (excluding taxes) over $50 after any promotions or offers are applied.

  • For Brazilian orders: All shipments are processed from our distribution center in Rio de Janeiro. We offer FREE Standard Shipping on all orders over R$250.

The estimated delivery time will depend on the shipping method selected at checkout. We always add one extra business day to the estimated delivery time. This additional day allows us to handle the necessary processes, including generating invoices, preparing shipments, and coordinating with the carrier.

Once your order has been processed and shipped, you will receive a tracking number to follow your delivery progress.

Where is my order?
You will receive a shipping confirmation email with your tracking number as soon as your order has shipped.

What if I received an order with broken/missing items or my package is missing?
Please contact Customer Care at contact@hayacosmetics.com as soon as possible after receiving your delivery or when you notice a package is missing after receiving our delivery confirmation email. For missing packages marked delivered to the address on the order, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement.

If we deem a broken and/or missing order eligible for replacement, the replacement order cannot be transferred to an alternate address. We are unable to assist with items that have arrived broken and/or missing outside of the 30-day return/exchange policy timeframe and without a photo of the broken items and/or package.

Damaged items or items with a formula issue must be sent back to our facility to be inspected by our quality team before we are able to send out a replacement.

For missing packages, we are unable to assist after 15 days from when a package is marked as delivered or last scanned by the carrier. For missing packages that are eligible for replacement, we must wait until the carrier investigation is complete before the replacement is sent. We are unable to assist with refunds for missing packages.

If you have any questions about your order or delivery, please contact our customer service team.