FAQs
Orders
Can I cancel an order once it has been placed?
Please email our customer care team ([email protected]) as soon as possible with the subject line: cancel request.
We only have a short window to accommodate these requests.
When the order has been cancelled, we will issue a refund to the original form of payment used during purchase. Please note that it may take up to a few days for the refund to be processed, depending on your financial institution's processing time.
Can I edit or change my order once it has been placed?
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 ([email protected]).
I received my order but I am missing an item.
Please accept our apologies if there is an issue with your order. We are human too, and sometimes, mistakes happen. We appreciate your understanding.
We ask that you please reach out to our customer service team at [email protected] with these details and we will investigate this with our warehouse.
Please send a photo of all the items that were received in this order and the shipping label, if the exterior packaging is still available. We will be in touch with you as soon as possible with a resolution.
What should I do if there is an issue with an item from my order?
If your order arrives and there is an issue with it, please reach out to our customer care team [email protected] 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.
What if I received a faulty item?
Please send an email to our customer care team ([email protected]) 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.
Can I have an invoice for my order?
For a copy of an invoice that is more suitable for printing, please contact our customer service team at [email protected].
Can I change my address on an order once it has been placed?
We only have a small window to make this adjustment, so please reach out to our customer care team ([email protected]) as soon as possible sharing the correct shipping details.
Once an order has been fulfilled, we are unable to accommodate this request.
My order is marked as delivered, but I can't find my package.
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 ([email protected]).
Can I use more than one discount code?
You can not combine discounts and promotional codes.
To clarify, only one discount code can be applied to your order.
Return Policy
What is your Return Policy?
We accept returns on unworn, unwashed intimates within 20 days of delivery for store credit.
We do not offer refunds. At this time, we are unable to accommodate exchanges, as we often have a limited inventory.
Due to the health and hygiene regulations, we cannot accept returns on any items that are returned without the original packaging or those that have been worn.
To start your return, please proceed to our return platform by clicking HERE.
You can find our return policy and customer responsibilities by clicking HERE.
Please note:
Items purchased at a retailer follow their return policy and must be returned to the retailer directly.
We reserve the right to refuse returns on items that do not meet acceptable health and hygiene standards, this includes items that show evidence of wear and those that do not meet our return criteria.
Can I exchange my item?
Currently, we are not able to accommodate exchanges. Given that we are a small business with limited inventory, we have implemented a policy of offering store credit for returns to better handle our inventory levels.
We understand that exchanges are helpful, and we hope to implement them as our business grows; thank you for your kindness and understanding of our current procedures.
Please connect with our customer care team ([email protected]) regarding your return and desire for an exchange; we are happy to work with you and find the best fit in our products!
What items are not eligible for return?
The following items are not eligible for return:
- Sale items (all sale items are final sale)
- Worn or laundered items
- Items without external packaging or with damaged packaging
- Huha Undie Wash
- Huha Wash Bag
- Mineral Mask
- Huha Tote
- Huha Hat
- Gift Cards
- Items purchased outside of our website, including those purchased at a retailer or local shop.
Tip: to ensure proper hygiene, please wear something underneath any item you try on. Also, please avoid wearing perfume or deodorant as these can leave marks or scents, which may make the item non-returnable. If the item has been tried-on, please fold it neatly the way it was received and place it back in the packaging to prevent wrinkles.
How do I initiate a return?
You can proceed to our Return Platform to initiate the process of your return.
You will need your order number and the email address that was used to place the order. These can be found in your order confirmation email.
If you are having any difficulty initiating your return, please reach out to our customer care team ([email protected]).
When will I receive my store credit?
Once your return has been received at our studio, inspected and processed, a store credit will be sent to your email to use at your convenience.
The store credit does not expire and can easily be forwarded electronically as a gift, if needed.
The store credit is calculated as the total value of the returned goods, minus the return shipping label. In cases where a discount was applied to the original order, your store credit will reflect the amount paid after the discount, minus the return shipping label.
The store credit is issued as a gift card in USD. For Canadian customers, it is an equal-value exchanged currency from CAD to USD. Rest assured, it will be an equal-value gift card for our store.
Please allow 7-10 business days upon the return delivery notice for items to arrive from our warehouse to our studio in Vancouver for inspection.
Product Questions
What fabric are Mineral Undies made of?
Our lining fabric is a unique blend of TENCEL™ Lyocell and smartcel™ sensitive with natural mineral, zinc oxide.
TENCEL™ Lyocell fibers are biodegradable, come from Eucalyptus trees, and are produced in a sustainable closed-loop process with a 99.5% solvent recovery rate. Our special blend has a small amount of pharmaceutical grade zinc oxide permanently embedded into the fibers. TENCEL™ Lyocell fibers are derived from sustainably managed forests.
TENCEL™ Modal x Micro fibers are mainly manufactured from the renewable raw material beech wood, sourced from sustainable forests in Austria and neighboring countries. In addition, smartcel™ sensitive is made from FSC certified wood.
For more information on zinc oxide technology, we recommend exploring Smartcel's website by clicking HERE.
Why zinc oxide?
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.
How long does the zinc last for?
We have tested our undies in third party labs, and efficacy of the zinc oxide remains strong even after 100+ washes.
How should I wash my Mineral Undies?
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.
Do you make leakproof or period undies?
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.
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.
Style Comparison: Cheeky vs. Bikini
| 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 |
Style Comparison: Thongs
| Thong | Low Profile Thong | High Rise Thong | |
| Style | Comfort | Less Seams | Less Seams |
| Rise | Mid Rise | Low-Mid Rise | High-Rise |
| Waistband | Flexible, fabric waistband | No waistband | No waistband |
| Front Style Lines | Yes | No | No |
| Inner Gusset Coverage | Full coverage, from front waistband to back tailbone | Full coverage, from front waistband to back tailbone | Full coverage, from above pubic region to back tailbone |
| Sizing Recommendation | True to size, if between sizes, size up | True to size, if between sizes, size up | True to size, if between sizes, size down |
| Base size of measurement | Hip | Hip | Waist |
Style Comparison: Brief vs. Boxer
| Brief | Boxer | |
| Bum Coverage | Full Coverage | Full Coverage |
| Rise | High Rise | Mid or High Rise |
| Waistband | Flexible, fabric waistband | Flexible, fabric-enclosed elastic 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 down | True to size, if between sizes, size up |
| Base size of measurement | Waist | Hip |
How can I determine the correct underwear size for me?
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 [email protected].
Are there any product care recommendations to ensure longevity?
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.
Shopping with Huha
What are Huha Rewards?
Huha Rewards is our loyalty system whereby we celebrate our online customers by rewarding them with points every-time they shop or support Huha.
How much money are points worth?
Every 500 Huha points is equal to $5 off.
How can I earn Huha Points?
Signing up to Huha rewards - 100 points
Every $1 USD spent - 2 points
Share us facebook - 50 points
Follow us on Instagram - 150 points
Write us a review - 200 points
Attach a picture to your review - 50 points
Redeeming Huha Rewards
Once you are logged in, you will see your rewards balance, and then you can select 'ways to redeem.'
You can use your points towards your next purchase; a discount code will be generated which you will need to enter at checkout under "discount code or gift card".
I have ordered before but don't have a rewards account, can I still get my rewards?
Yes you can, if you sign up for rewards using the email address you previously ordered with your order points with automatically be added into your profile, and be redeemable right away.
What is a Mixed Bundle Builder
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.
How do I access my store credit or use a gift card for purchases?
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 [email protected].
Can I get a discount code?
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.
What if the item I want is out of stock?
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.
We do suggest calling the store beforehand if you are looking for a specific item, as their inventory may vary.
Shipping Questions
What steps should I take if my order has not arrived or is delayed?
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 ([email protected]). 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.
My package was shipped but the tracking has not been updated, what does this mean?
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 ([email protected]). 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.
How can I track my order once it is shipped?
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 ([email protected]).
I made a mistake and used the wrong shipping address. Can I update it?
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 [email protected].
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.
What is your shipping policy?
All orders are generally processed in our warehouse within 2-3 business days.
Average transit times are between 3-7 business days.
Average transit times are between 3-7 business days.
Once your order ships, you will receive a shipping confirmation email with your tracking details. If you can't find your shipping confirmation, kindly check your spam and promotions folders.
Please note:
- It can take 24-72 hours for the tracking to update in the carrier's system, even if the package has changed locations, so your package may be already on the move to your address even if it is showing as Awaiting package.
- The amount to qualify for free shipping is calculated before taxes. Shipping is free on orders above $60 in the US and Canada. Shipping on international orders will be calculated at checkout.
- We ship internationally. However, international orders do not include import duties. We recommend checking with your country's customs office to determine if you will be charged customs upon delivery.
- During busier times like Black Friday and Cyber Monday, shipping processing times may increase to 5-10 business days.
Get support
- Contact usCan't find your answer? Send us an email and one of our Customer Care Representatives will get back to you as soon as possible, typically within 2 business days.
- Chat with us