Help Center
Frequently Asked Questions
Find answers to common questions about our products, orders, and policies.
HAKU is a women's fashion brand from Indonesia with a unique, independent and European-inspired style. Founded in 2025, we create minimalist, elegant pieces made especially for Indonesian women who value authenticity and confidence in their own style.
Each product page includes a detailed size guide with measurements in centimeters. We recommend measuring yourself and comparing with our size chart. If you're between sizes, we suggest sizing up for a more relaxed fit. You can also contact our customer service team for personalized sizing advice.
We accept returns within 7 days of delivery for items in unworn, unwashed condition with original tags attached. Items must be in their original packaging. Please contact hello@hakuidn.com to initiate a return.
Currently, we ship within Indonesia only. We are working on expanding our shipping to international destinations. Follow our social media for updates on international shipping availability.
We accept various payment methods through Midtrans including credit/debit cards (Visa, Mastercard), bank transfers, e-wallets (GoPay, OVO, DANA, ShopeePay), and installment options. All payments are processed securely.
HAKU combines European sophistication with Indonesian femininity. Our minimalist approach focuses on timeless silhouettes, quality fabrics, and authentic design that empowers you to express your unique style. We believe in growing together with Indonesian women, helping them feel more confident in their own style.
Contact our customer service at hello@hakuidn.com with your order number and reason for return. We will provide you with return instructions and address. You are responsible for return shipping costs unless the item is defective or we sent the wrong item.
Standard shipping within Indonesia takes 3-7 business days depending on your location. Orders are processed within 1-2 business days. You will receive a tracking number once your order ships so you can monitor the delivery progress.
Yes, absolutely. We use Midtrans payment gateway which is PCI DSS certified. Your payment information is encrypted and we never store your full credit card details on our servers.
We use premium quality fabrics including cotton, linen, viscose, and blended materials. Each product description includes detailed fabric composition and care instructions. We prioritize comfort, durability, and timeless appeal in all our material choices.
You can cancel your order within 1 hour of placing it by contacting our customer service immediately at hello@hakuidn.com. Once the order is being processed, we cannot guarantee cancellation or modifications. Please double-check your order details before completing your purchase.
Yes, exchanges are subject to availability. Contact us at hello@hakuidn.com within 7 days of delivery to request an exchange. We will guide you through the exchange process.
Our products are crafted in Indonesia by skilled artisans who share our commitment to quality and attention to detail. We work closely with local manufacturers to ensure every piece meets our high standards.
Shipping costs are calculated at checkout based on your location and order weight. We occasionally offer free shipping promotions - follow our social media or subscribe to our newsletter for announcements.
Care instructions are provided on the label of each garment and in the product description. Generally, we recommend gentle machine wash or hand wash in cold water, and air drying to preserve the quality and longevity of your pieces. Avoid bleach and harsh detergents.
Once your order ships, you will receive an email with a tracking number and courier information. You can track your package using this number on the courier's website or through your order page on our website.
Some items may be restocked depending on demand and availability. You can sign up for restock notifications on the product page, or follow our social media channels for updates on new arrivals and restocks.
Yes, you will receive an email confirmation immediately after placing your order. This email includes your order number, items purchased, and payment details. Please check your spam folder if you don't see it in your inbox.
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. Please allow additional time for your bank to process the refund.
If your package is lost or arrives damaged, please contact us immediately at hello@hakuidn.com with your order number and photos (if damaged). We will work with the courier to resolve the issue and ensure you receive your items in perfect condition.
Sale items, intimate wear, and items marked as final sale cannot be returned or exchanged for hygiene and safety reasons. Please check the product page before purchasing.
To change your registered email address, please contact us at hello@hakuidn.com with the subject "CHANGE_CONTACT_REQUEST". Make sure to send the email from your currently registered email address and include your new email address in the message body along with a reason for the change.
To change your registered phone number, you can contact us via:
1. Email: hello@hakuidn.com with subject "CHANGE_CONTACT_REQUEST"
2. WhatsApp: +62 855-4520-0147 (message must be sent from your registered phone number)
Please include your new phone number and reason for the change in your message.
1. Email: hello@hakuidn.com with subject "CHANGE_CONTACT_REQUEST"
2. WhatsApp: +62 855-4520-0147 (message must be sent from your registered phone number)
Please include your new phone number and reason for the change in your message.
To request account deletion, please contact us using one of the following methods:
Email: Send to hello@hakuidn.com with subject "DELETE_ACCOUNT_REQUEST". The email must be sent from your registered email address and include your registered email in the message body along with a reason for deletion.
WhatsApp: Message +62 855-4520-0147 from your registered phone number. State "DELETE_ACCOUNT_REQUEST" in your message, include your registered phone number, and provide a reason for deletion.
WARNING: Account deletion is permanent and cannot be undone. All your data, orders, and information will be permanently removed from our systems.
Email: Send to hello@hakuidn.com with subject "DELETE_ACCOUNT_REQUEST". The email must be sent from your registered email address and include your registered email in the message body along with a reason for deletion.
WhatsApp: Message +62 855-4520-0147 from your registered phone number. State "DELETE_ACCOUNT_REQUEST" in your message, include your registered phone number, and provide a reason for deletion.
WARNING: Account deletion is permanent and cannot be undone. All your data, orders, and information will be permanently removed from our systems.
For security reasons, email addresses and phone numbers cannot be changed directly in your profile settings. This helps protect your account from unauthorized changes.
To update your contact information, please reach out to our support team through the Settings page in your profile, or contact us directly at hello@hakuidn.com or via WhatsApp at +62 855-4520-0147.
To update your contact information, please reach out to our support team through the Settings page in your profile, or contact us directly at hello@hakuidn.com or via WhatsApp at +62 855-4520-0147.
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