Q: Can I cancel an order once it has been placed?

Please email our customer care team ( hello@hu-ha.com ) as soon as possible with the subject line: CANCEL REQUEST. We only have a short window before your order is processed, but we will try our best to accommodate your request. When your order has successfully been cancelled, we'll issue a refund to your original form of payment. Please note that it may take a few business days for the refund to show up in your account.

Q: I received my order but I am missing an item.

Sorry about that! P lease reach out to our customer care team at hello@hu-ha.com with your order details and we'll be happy to help.

Q: Can I exchange my item?

STARTING A RETURN Please CLICK TO START A RETURN . Please check out our size chart HERE , and reach out to our sizing experts at hello@hu-ha.com if you have any questions or concerns about returns or sizing; we’re happy to help! Huha reserves the right, at any time and without prior notice, to modify these terms and conditions.

Q: How do I initiate a return?

Please CLICK TO START A RETURN . We’re happy to offer exchanges or store credit on regular-priced items* within 20 days of delivery. *Marked down sale items (not including our regular bundle discounts) are final sale. To determine the best fit (and reduce waste), we ask that you unpackage and test just one pair for the first wash and wear. Our Customer Care team is here to help with any size or style questions at hello@hu-ha.com . Please note, we are unable to return or exchange the following items: Items purchased from 3rd party retailers or outside of hu-ha.com All marked-down items —including, but not limited to, items purchased during Black Friday/Cyber Monday, Labor Day sales, or Clearance items All sales are final 20 days after delivery date

Question 1

Can I cancel an order once it has been placed?

Accepted Answer

Please email our customer care team (hello@hu-ha.com) as soon as possible with the subject line: CANCEL REQUEST.

We only have a short window before your order is processed, but we will try our best to accommodate your request.

When your order has successfully been cancelled, we'll issue a refund to your original form of payment. Please note that it may take a few business days for the refund to show up in your account.

Question 2

Can I edit or change my order once it has been placed?

Accepted Answer

We are unable to edit the items after your order has been placed on our website.

We recommend that you place a new order with your preferred items and reach out to our customer care team (hello@hu-ha.com) for support.

Question 3

I received my order but I am missing an item.

Accepted Answer

Sorry about that! Please reach out to our customer care team at hello@hu-ha.com with your order details and we'll be happy to help.

Question 4

What should I do if there is an issue with an item from my order?

Accepted Answer

If your order arrives and there is an issue with it, please reach out to our customer care team hello@hu-ha.com and send a photo of all the items you received in your order. If you still have the external packaging, please include a photo of the shipping label. Once we receive these photos, we can investigate the issue with our warehouse team and find a resolution for you.

We appreciate your kindness and patience as we look into this. We are human and sometimes mistakes happen to us, too. We are committed to rectifying the situation and appreciate your understanding.

Question 5

What if I received a faulty item?

Accepted Answer

Please send an email to our customer care team (hello@hu-ha.com) sharing the following information:

Order Number
Product name and size
Images of the item as a whole and where the issue can be seen clearly. Please note images of the item laying flat are better than images of it being worn.

Once we have received the required information, we will do our best to resolve the issue as soon as possible. We appreciate your patience and understanding.

Question 6

Can I have an invoice for my order?

Accepted Answer

For a copy of an invoice that is more suitable for printing, please contact our customer service team at hello@hu-ha.com.

Question 7

Can I change my address on an order once it has been placed?

Accepted Answer

We only have a small window to make this adjustment, so please reach out to our customer care team (hello@hu-ha.com) as soon as possible sharing the correct shipping details.

Once an order has been fulfilled, we are unable to accommodate this request.

Question 8

My order is marked as delivered, but I can't find my package.

Accepted Answer

We have noticed that sometimes the courier sends a delivered notification before it physically arrives.

We recommend that you check with other members of your household and/or immediate neighbors. We also recommend looking around your property as the order may have been left in a different location.

Please inquire with the carrier by submitting a service request regarding the delivery.

If you haven't received your order after 5 business days please reach out to our customer care team (hello@hu-ha.com).

Question 9

Can I use more than one discount code?

Accepted Answer

You can not combine discounts and promotional codes.

To clarify, only one discount code can be applied to your order.

Question 10

What is your Return Policy?

Accepted Answer

We get it—undies are personal, and we want you to find the right fit for you.

Find our full return policy here.

To determine the best fit and reduce waste, we ask that you unpackage and test just one pair for the first wash and wear. Our Customer Care team is here to help with any size or style questions at hello@hu-ha.com.

Please note, we are unable to return or exchange items purchased from 3rd party retailers or outside of hu-ha.com

CLICK TO START A RETURN

Question 11

Can I exchange my item?

Accepted Answer

STARTING A RETURN

Please CLICK TO START A RETURN.

Please check out our size chart HERE, and reach out to our sizing experts at hello@hu-ha.com if you have any questions or concerns about returns or sizing; we’re happy to help!

Huha reserves the right, at any time and without prior notice, to modify these terms and conditions.

Question 12

What items are not eligible for return?

Accepted Answer

The following items are not eligible for return:

Sale items (all sale items are final sale)
Worn or laundered items
Huha Undie Wash
Huha Wash Bag
Gift Cards
Items purchased outside of our website, including those purchased at a retailer or local shop.

Tip: To determine the best fit and reduce waste, we ask that you unpackage and test just one pair for the first wash and wear. Our Customer Care team is here to help with any size or style questions at hello@hu-ha.com.

Question 13

How do I initiate a return?

Accepted Answer

Please CLICK TO START A RETURN.

We’re happy to offer exchanges or store credit on regular-priced items* within 20 days of delivery.

*Marked down sale items (not including our regular bundle discounts) are final sale.

To determine the best fit (and reduce waste), we ask that you unpackage and test just one pair for the first wash and wear. Our Customer Care team is here to help with any size or style questions at hello@hu-ha.com.

Please note, we are unable to return or exchange the following items:

Items purchased from 3rd party retailers or outside of hu-ha.com
All marked-down items —including, but not limited to, items purchased during Black Friday/Cyber Monday, Labor Day sales, or Clearance items
All sales are final 20 days after delivery date

Question 14

When will I receive my store credit?

Accepted Answer

Once you submit your return, you should receive your store credit to your email right away.
The store credit does not expire and can be forwarded as a gift if you like!

If your return requires review, please allow 3-5 business days for processing.

*Note: The store credit is issued as a gift card in USD. For non-US customers, rest assured, it is an equal-value gift card exchanged from your local currency.

Question 15

What fabric are Mineral Undies™ made of?

Accepted Answer

Our Mineral Undies™ are primarily made from TENCEL™ cellulose (tree-derived) fibers.

Our signature lining is made with TENCEL™ Lyocell fibers knit with pharmaceutical grade zinc oxide for its antimicrobial properties. Our body fabric is made with TENCEL™ Modal x Micro fibers.

TENCEL™ is known for their ultra-soft & breathable fabrics sourced from sustainability-managed forests and their environmentally responsible production methods. You can learn more about TENCEL™ here.

We also add a touch of spandex to our garments for better fit, function, and longevity.

You can learn more about our fabrics here.

Question 16

Why zinc oxide?

Accepted Answer

Smartcel™ sensitive is an innovative fiber permanently embedded with zinc oxide. Zinc oxide possesses antibacterial and odor-reducing properties to protect the garment and ensure long-lasting performance. It also improves the fibers' resistance to odor and infection-causing bacteria, which grow abundantly in synthetic fibers. This may reduce your exposure to bacterias linked with vaginal infection and skin irritation.

For more information on the zinc oxide technology, we recommend exploring Smartcel™ website by clicking HERE.

Question 17

How long does the zinc last for?

Accepted Answer

We have tested our undies in third party labs, and efficacy of the zinc oxide remains strong even after 100+ washes.

Question 18

How should I wash my Mineral Undies?

Accepted Answer

Our natural and zinc-infused fibers are more sensitive to being damaged by tumble drying and heat exposure.

We recommend washing in a gentle cycle or handwashing with cold water (ideally inside a wash bag and without bulky, rough items like towels) and hanging or laying flat to air dry.

This is a gentle and effective way to maintain your undergarments' quality, fit, and longevity and helps prevent damage, shrinkage, and distortion, which can occur with tumble dryer usage.

Question 19

Do you make leakproof or period undies?

Accepted Answer

It's important to understand that our underwear is designed for moisture management rather than leakproof protection. Huha mineral undies are not designed to be period undies. 

TENCEL Lyocell cellulose fibres absorb moisture more efficiently than cotton. This supports the body’s natural thermal regulating mechanism, keeping your skin feeling cool and dry throughout the day and night. You can learn more about TENCEL's feel good fibres by clicking HERE. 

While we don't use any leakproof barriers or treatments in our underwear, they are, to some degree, moisture managing because of the natural fibres and zinc content. The gusset's zinc-infused lining aids in odour management by reducing bacterial growth. For more information on zinc oxide technology, we recommend exploring Smartcel's website by clicking HERE. 

Question 20

Style Comparison: Cheeky vs. Bikini

Accepted Answer

	Cheeky	Bikini
Bum Coverage	Medium Coverage	Full Coverage
Rise	Lower Rise	Mid-Rise
Waistband	Flexible, fabric waistband	No waistband
Front Style Lines	Yes	No
Inner Gusset Coverage	Full coverage, front waistband to mid-back bum	Mid coverage, above pubic area to mid-back bum
Sizing Recommendation	True to size, if between sizes, size up	True to size, if between sizes, size down
Base size of measurement	Hip	Hip

Question 21

Style Comparison: Thongs

Accepted Answer

	Cheeky	Bikini
Bum Coverage	Medium Coverage	Full Coverage
Rise	Lower Rise	Mid-Rise
Waistband	Flexible, fabric waistband	No waistband
Front Style Lines	Yes	No
Inner Gusset Coverage	Full coverage, front waistband to mid-back bum	Mid coverage, above pubic area to mid-back bum
Sizing Recommendation	True to size, if between sizes, size up	True to size, if between sizes, size down
Base size of measurement	Hip	Hip

Question 22

Style Comparison: Brief vs. Boxer

Accepted Answer

	Cheeky	Bikini
Bum Coverage	Medium Coverage	Full Coverage
Rise	Lower Rise	Mid-Rise
Waistband	Flexible, fabric waistband	No waistband
Front Style Lines	Yes	No
Inner Gusset Coverage	Full coverage, front waistband to mid-back bum	Mid coverage, above pubic area to mid-back bum
Sizing Recommendation	True to size, if between sizes, size up	True to size, if between sizes, size down
Base size of measurement	Hip	Hip

Question 23

How can I determine the correct underwear size for me?

Accepted Answer

We recommend checking our size chart and considering your personal fit preference before making a purchase.

You can find our size chart by clicking HERE.

For higher rise styles, we recommend using your waist measurement, whereas, with low- or mid-rise styles, we recommend using your hip measurement to find the best fit.

We offer sizing support and are happy to help navigate your measurements with our products to find the best fit for you.

If you are between sizes or require any support, please share your waist and hip measurements with us at hello@hu-ha.com.

Question 24

Are there any product care recommendations to ensure longevity?

Accepted Answer

Our products feature natural fibers which are more delicate than synthetic materials.

To extend the product's life, we suggest washing them on a gentle cycle (avoiding bulky or rough items, like towels) or handwashing with cold water. For drying, hanging or laying flat to air dry is recommended.

We recommend using a wash bag to reduce wear during machine washing and to separate your intimates, preventing them from going through the wrong dryer cycle.

Exposure to high heat especially in a tumble dryer can lead to earlier deterioration of the fibers.

Question 25

What are Peach Perks?

Accepted Answer

Peach Perks is our loyalty program that rewards you every time you shop, leave a review, or refer a friend! Learn more here.

How does it work?

You earn 'fruits' with every purchase, social media follow, or product review, which you can then redeem for $$ off future orders:
100 fruits = $5 off
200 fruits = $10 off
400 fruits = $20 off

You'll also receive free undies on your birthday and other exclusive Peach Perks offers.

I've ordered before, but I wasn't signed up. Can I still get my fruits?

Good news! If you've ordered before, you've already earned fruits—you just need to sign up in order to redeem. Sign up here to see what's in your fruit bowl.

Question 26

What is a Mixed Bundle Builder

Accepted Answer

At Huha we appreciate you stocking up on undies and helping us to reduce our impact on the environment. The more you order, the higher the discount on each pair!

Rest assured, you will likely want more than one.

The bundle discount is automatically applied when the items are added to your cart, discounting the total price of each eligible item.

We offer the following discounts on our bundles:

Weekend pack: Save 5% when you purchase two pairs of mineral undies
Weekday pack: Save 10% when you purchase five pairs of mineral undies
Full-week pack: Save 15% when you purchase seven pairs of mineral undies

Please note that the bundle discounts apply exclusively to our core mineral undies and at this time, do not cover our longer-length boxers.

Question 27

How do I access my store credit or use a gift card for purchases?

Accepted Answer

Store credits and Gift cards are sent electronically and do not expire. If you're unable to locate the store credit in your inbox, we recommend checking your spam or junk folder.

To apply the Store credit or Gift card to your purchase, you can enter the provided code in the 'Gift card or discount code' section during checkout.

Please note that our Gift cards and Store credits are in USD. This is an equal-valued currency exchange on our website.

Having trouble locating your Store credit or Gift card? Please send us an email at hello@hu-ha.com.

Question 28

Can I get a discount code?

Accepted Answer

To utilize any promotional offers, please follow the url link in the promotional text or email to generate a discount code that you can enter at the checkout page.

If you haven't already, you can sign up for our 15% Welcome discount code at the bottom-right-hand side of our website, UNLOCK 15% NOW. If you don't see the code in your inbox, please check your spam or promotions folders, as it may have been filtered.

We invite customers to join our rewards program to earn points for purchases, reviews, and other actions, as well as to receive discount codes for friend referrals and purchases.

You can learn more about our reward program by clicking HERE.

Question 29

What if the item I want is out of stock?

Accepted Answer

We are sorry to hear that your preferred item is currently out of stock on our website.

You can add your email to be notified when it's back in stock by going to the product page, selecting your desired color and size, and then clicking on the Notify Me button.

Alternatively, we have a growing community of retailers. There may be a shop local to you that is carrying our products.

You can see a map of our fabulous retailers by clicking HERE.

We do suggest calling the store beforehand if you are looking for a specific item, as their inventory may vary. 

Question 30

What steps should I take if my order has not arrived or is delayed?

Accepted Answer

We apologize for any inconvenience!

Should you encounter an issue, such as a delay or an issue with the delivery, please contact our customer service team (hello@hu-ha.com). We will inquire with the carrier and provide you with an update as soon as possible.

If the package has been marked as "delivered" by the carrier, we ask that you check with your neighbors and initiate a claim with the carrier if it has not been located. Please reach out to our customer service team sharing the service request number.

We appreciate your patience and understanding. Rest assured, we will do our utmost to resolve this matter promptly.

Question 31

My package was shipped but the tracking has not been updated, what does this mean?

Accepted Answer

It's not uncommon for there to be a delay in the carrier's tracking information update, especially shortly after the package has been picked up at our warehouse. Often, we notice a lag between 24-72 hours.

If there has been a significant delay past 72 hours and the tracking still hasn't been updated, we recommend that you reach out to our customer care team (hello@hu-ha.com). We will reach out to the carrier for further insight and provide an update as soon as it is available.

Your patience is greatly appreciated, and we're here to help with any questions you may have.

Question 32

How can I track my order once it is shipped?

Accepted Answer

After your order is shipped, you will receive a shipping confirmation email with your tracking details.

You can follow the status of your shipment by visiting the carrier's tracking page using the provided link. Please note that it may take 24-72 hours for the tracking number to update in the carrier's system. Often, the parcel is already on the move and this will update as it crosses the next scanning terminal.

If you need any assistance or have questions about tracking your order, please reach out to our customer service team (hello@hu-ha.com).

Question 33

I made a mistake and used the wrong shipping address. Can I update it?

Accepted Answer

If you've entered an incorrect shipping address for your recent order, please contact our customer service team immediately to request an address correction; you can reach us at hello@hu-ha.com.

Please share the updated shipping details with us as soon as possible!

We only have a short window to make these adjustments before fulfillment.

We suggest that you update your personal account details to prevent any future discrepancies with order shipments.

Thank you for prompt action on this matter, and we look forward to delivering your order to the correct location.

Question 34

What is your shipping policy?

Accepted Answer

We ship worldwide!

All orders are generally processed in our warehouse within 2-3 business days (5-7 business days during high volume times). Average transit times are between 3-10 business days after your order has been processed.

Shipping is free on orders above $85 in Canada and US (calculated before tax)
Shipping on international orders will be calculated at checkout and does not include import duties. Check with your country’s customs office to determine if you will be charged customs upon delivery

Once your order ships, you’ll receive a shipping confirmation email with your tracking details. Can’t find your shipping confirmation? Make sure to check your spam and promotions folders.

*Note: Please allow 24-72 hours for the tracking to update in the carrier’s system—your package may already be on the move even if it shows as Awaiting Package.