FAQ

1. Ordering Information

1.1 How to place an online order at Hã?

You can visit our website: haxclo.com to place your order quickly!
In addition, you can also message us through Hã’s official social media channels if you need advice on sizing or product availability:

  • Facebook Fanpage
  • Instagram
  • TikTok

1.2 How do I know if my order was successful?

Once your order has been successfully placed, you will receive a confirmation email or SMS from Hax along with your order number.

1.3 How can I cancel my order?

If you wish to cancel an order, please message us via Facebook or Instagram so we can support you.
You can also contact us by email at haxclo.store@gmail.com, or call our hotline for the fastest assistance:
Hotline: 01723191759

1.4 How long will it take to receive my order?

  • For orders within Berlin (inner city): 2–4 days from the order date.
  • For orders in other cities: 3–7 days depending on the delivery route.

Note: Delivery times may be extended during peak seasons or due to unforeseen circumstances.

1.5 Can I change my order information?

Yes, but please contact Hax within 12–24 hours after placing your order so we can update your details before the order is processed by the courier.

1.6 Can I pay in advance via bank transfer?

Yes! You can pay via bank transfer using the banking details provided during checkout on our website.
Alternatively, you can message us on Facebook or Instagram to request our bank account details for transfer.

1.7 How can I return, exchange, or request a refund?

  • Hax does not support exchanges for items in SALE or promotion programs and personal items (e.g., underwear).
  • Customers can request an exchange within 10 days for in-store purchases and 15 days for online purchases.
  • Shipping costs for returns will be covered by the customer. Hax will confirm with you once we receive and inspect the product.

👉 Important Notes:

  • Hã only supports 1 exchange per product.
  • Refunds are not available.
  • Exchanged items must be of the same type and price, or of a higher price (customer pays the difference). If the new item is of lower value, no refund will be issued.

Conditions for exchange:

  • Must not show signs of dirt, odor, or prior use
  • Must include receipt or proof of purchase
  • Must have original tags and labels attached
  • For hygiene reasons, socks and underwear cannot be exchanged

1.8 What if my order is incomplete?

If your order arrives with missing or incorrect items, please contact Hax immediately via our official Facebook, Instagram, or Hotline.
To help us resolve this quickly, please provide:

  • Your order information
  • A video of you unboxing the package

1.9 What is the shipping fee?

  • Orders shipped within Berlin (including suburban districts): Free
  • Orders shipped to other cities in Germany: €4.99/order

2. Customer Care Policy

2.1 For returning online customers

If you have previously placed online orders via Hã’s channels (website or social media), our staff may call you to survey your experience.
Please feel free to share your feedback so we can improve! You may also be notified about upcoming promotions or events.

2.2 How to file a complaint?

Please contact our Hotline: 01723191759 (available Monday–Friday, 9:00–21:00) and share your issue with our staff so we can support you and continuously improve Hã’s service.

PRIVACY POLICY FOR PERSONAL INFORMATION

Thank you for visiting our website. We respect and are committed to protecting your personal privacy.

This Privacy Policy explains how we collect, use, and (in certain cases) disclose your personal information.

Protecting personal data and building customer trust is very important to us. Therefore, we will use your name and other information in compliance with this Privacy Policy. We only collect information necessary for purchase transactions.

We will retain customer information for the period required by law or for necessary purposes. You can access and browse our website without providing personal details. In such cases, you remain anonymous and we cannot identify you unless you log into your account.

1. Collection of Personal Information

  • We collect, store, and process your information for purchase transactions, order notifications, and to provide services. This may include personal information such as: title, name, gender, date of birth, email, address, shipping address, phone number, fax, payment details, card details, or bank account information.
  • We use the information you provide to process your orders, deliver requested services and information via the website, and meet your requests.
  • Additionally, we may use your information to manage your account, verify and process online transactions, identify website visitors, conduct demographic research, and send product or service information. If you do not wish to receive marketing information, you can opt out at any time.
  • We may transfer your name and address to third parties (e.g., couriers or suppliers) to deliver your order.
  • Your order details are stored but not publicly disclosed for security reasons. You can access your information by logging into your account on our website. There, you will see your order details, received items, shipped items, and your email, banking, or newsletter subscription information.
  • You are responsible for keeping your personal data and password secure. We are not liable for any misuse of your password unless caused by our error.
  • We may use your personal information for market research. All details will be anonymized and used for statistical purposes only. You may opt out at any time.

2. Security

  • We implement appropriate technical and security measures to prevent unauthorized or unlawful access, accidental loss, destruction, or damage to your information.
  • We advise you not to disclose payment details via email. We are not responsible for any losses incurred due to sharing your information over the internet or email.
  • You must not use any program, tool, or method to interfere with our system or alter data structures. Activities such as spreading, promoting, or encouraging any form of interference, sabotage, or intrusion into the website’s data are strictly prohibited. Any violations may result in loss of all rights and potential legal prosecution.
  • All transactional information will be kept secure, but we may be legally required to provide information to authorities upon request.
  • The terms, conditions, and content of this website are governed by German law, and disputes shall be subject to the jurisdiction of German courts.

3. Customer Rights

  • You have the right to request access to your personal data, and to request corrections of inaccuracies free of charge.
  • You may request at any time that we stop using your personal data for marketing purposes.

SHIPPING POLICY

What are my shipping and delivery options?

  • 4.99€ for orders in Germany. (4-6 Days) 
  • International prices depend on distance. (1-3 weeks)

All times and dates given for the delivery of the products are given in good faith but are estimates only.

Do you deliver internationally?

Yes, we deliver internationally to select countries, one can see this by attempted order.

Please note, we may be subject to various rules and restrictions in relation to international deliveries and you may be subject to additional taxes and duties over which we have no control. If such cases apply, you are responsible for complying with the laws applicable to the country where you live. and will be responsible for any such additional costs or taxes.

How can you contact us about this policy?

WARRANTY AND RETURN POLICY

Warranty Policy for Each Product Category

  • For T-shirts, Polo shirts, etc.: 6 months
  • For products with prints: 6 months

This warranty policy applies to products with manufacturer defects, such as:

  • Color bleeding
  • Peeling or fading prints
  • Missing prints

Cases Not Covered by Warranty

  • Use of strong detergents on the product
  • Ironing or drying at high temperatures
  • Washing together with other dark-colored items
  • Damage caused by external factors: insects, animals, improper storage
  • Damage caused by physical impact: collision, rubbing, excessive force, etc.

Product Exchange Policy

Hã will not support exchanges for products that are part of SALE or promotional programs, as well as personal items (e.g., underwear).

  • Customers can request an exchange within 10 days for in-store purchases and within 15 days for online purchases.
  • Shipping costs related to returning products to Hã will be covered by the customer.

Hã only supports one (01) exchange per product; returns and refunds are not available.

  • Exchanged products must be of the same type and price or of higher value (customers will pay the price difference).
  • Customers will not receive refunds if the new product’s value is lower than the original purchase.

Conditions for Exchanged Products

  • Must not show signs of dirt, odor, or prior use
  • Must include invoice or purchase confirmation
  • Must have all original tags and labels attached
  • For hygiene reasons, socks and underwear cannot be exchan