FAQ

Q: How do I contact HiVa Costomer Service?

Please visit our Contact Us page for full contact details.

 

Q: How can I personalize my HiVa Bag & Wallet?

If the option to personalize is available it will be displayed on the product page for the item. 

You can select and preview your chosen characters for each product before adding it to your basket.

 

Q: How can I join HiVa Atelier’s Mailing List?

You can sign up to the HiVa mailing list at the bottom of every page. You will receive Hiva updates including news, events and restocking information. To avoid emails from HiVa being delivered to your junk email folder, please ensure that [email protected] is marked as safe. You can unsubscribe at any time by selecting “unsubscribe” at the bottom of any mail that you receive from us.

Q: What forms of payments does HiVa accepts?

HiVa accepts the following forms of payment for online purchases: Payments

Q: Can I use multiple methods of payments?

At this time, we only accept one form of payment per order.

Q: Do you accept Gift Card?

We accept your gift cards only in HiVa Store.

Q: Which shipping options are available and what are the shipping fees?

You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. HiVa Atelier is not responsible for any unanticipated delays beyond HiVa Atelier’s control. Pre-order and Made to Order items will ship on the estimated date noted on the product description page. These items will ship through Express once they become available.

For Shipping Fee Details please visit our Shipping Policy page.

Q: How can I track my order status?

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. 

 

Q: Can I modify my shipping address? 

If you need to modify your shipping or delivery information after your order has been placed, please Contact Us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.

Q: How many days do I have to return a product?

Please click here for return details.

Q: Are delivery charges refundable?

Additional fees for delivery are non-refundable.

Q: Can I return a personalized item?

Once a Made to Order or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.

Please click here for details on how to care for your HiVa product.

Please click here for Shipping Policy.

Please click here for Return & Exchange Policy.

Please click here for HiVa Guarantee details


Have a question we have not answered?