FAQ
1 Why Haru Haru
1.1 Official and legal products

We at Haru Haru Beauty are in direct contact with all of the Korean brands that we have taken into our selection. As a premium reseller, all of our products originate directly from the official brand or distributor's factories or warehouses.


The products we offer have safely passed laboratory tests in the European Union and are subsequently registered and labeled by us or a (different) RP in the European Union according to article (EC) N ° 1223/2009 of the European Union.


If you choose Haru Haru Beauty, you choose a safe market within the European Union. The EU has strict requirements and controls on products and packaging that are safe for us, which have been produced in a safe environment, and in addition, the products are free of animal testings.


There are nowadays many "k-beauty" stores in Europe that sell products without meeting these requirements. This means that the products have not been tested in Europe and there is also a chance that products may have been tested on animals. So please be aware of this when making your purchase!

1.2 Original products fresh from S-Korea

All of our Korean Beauty products at Haru Haru are imported directly from South Korea. As a premium reseller we can guarantee the authenticity, quality and life span of products because we are in direct contact with all of the brands or official distributors in South Korea.

 

Upon arrival in the Netherlands, the products often are between 3 ~ 6 months fresh from the factory.

1.3 Wide range of products

Haru Haru carefully selects each of the products suitable for different steps in the skincare routine. We also pay close attention to our customers' different skin types, problems and lifestyles so that we can offer only the best.

 

Each product undergoes a 3 months "probation" period. This probation time is important to us so that we can listen closely to our customers' feedback. After the 3 months it will be a stay or a nay.

1.4 Your big sister Haru

You can consider Haru Haru as your big sister, your bestie, who loves to answer any of your questions. Whether it's skincare related or just fun travel tips? We are happy to be at your service and will do our best to answer each and any of the questions.

1.5 Feel, touch and smell the products

Not sure about a product and you would rather to test it, feel it, see it and smell it yourself? You are welcome to visit Haru Haru in Rotterdam. You can experience our selection yourself and we will be more than happy to answer any questions.

In the physical store, you can also save up for great discounts. Ask for the terms and conditions in our store.

1.6 No more long waiting times and shocking unexpected costs

Because all the products are the shipped directly from our store in Rotterdam you can usually expect them to be delivered at your house the next day. So no more long waiting for packages from S-Korea and no more  shocking additional customs fees.

1.7 Thank you's

To thank our dear customers for their trust in us we will put in each online order a little surprise.

2 Placing an order
2.1 Can I make a reservation?

No, we can not make any reservations for you, but you can always call or email us about the stock.

2.2 Where do I find information on products?

We will always try to provide you with the best necessary product information under the heading "INFORMATION" on each product page. If you still have questions or concerns, please feel free to ask us by sending an e-mail [webshop[at]haruharubeauty.com), by phone, or visit our offline store in Rotterdam.

2.3 What happens if I don't pay for the order that I have placed?

Once you have placed an order you will have the options to pay with such as: iDeal / Mister Cash, bank transfer, or pay by PIN or cash in the offline store. Regardless the payment method, we will have to receive the payment within 7 working days, otherwise, the order will be automatically canceld.


The order is succesfully placed when the payment is received by us. We can not reserve any product when the payment is not made.

2.4 I have already paid, but the product is out of stock

If it turns out that we can not deliver an item after receiving your order/payment, we will contact you asap for a settlement. This can be a refund or replacement.

2.5 When will a product be restocked again?

Sometimes you will find a product that you really wish to have, but it is unfortunatly sold out. We will always try to do our best to restock the products as soon as possible, especially our bestsellers. But we can never make any promisses about the specific date. Our advise is to follow us on social media such as Facebook & Instagram: /HaruharubeautyNL

2.6 Can I make a visit to the store?

Yes! You are always welcome in our offline store in Rotterdam city center (Oude Binnenweg 105B, opposite America Today)(the Netherlands).

3 Payment
3.1 How do I pay?

iDeal, BankContant/MisterCash, SOFORT Banking
If you have access to internet banking you can pay through iDeal (the Netherlands) or BankContant/Mister Cash, SOFTORT Banking (Belgium).

Paypal
You can pay directly using your Paypal acount. In case of a postponed banktransfer, your order will be shipped after we have received the payment.

Creditcard
Visa, Mastercard and American Express are only accepted in the Haru Haru online store.

Banktransfer
Finish the payment trough banktransfer. The payment needs to be within 7 days on our bankaccount, otherwise the order will be cancled, you will have to place a new order then.

Account information
Bank name: ING BANK
BIC: INGBNL2A
Bank Adress: ING Bank N.V. , Foreign Operations , PO Box 1800 , 1000 BV Amsterdam

IBAN: NL77 INGB 0006 6072 44
Account holder: Haru Haru Beauty
Citing your order number

Afterpay with Billink
If you meet the criteria set by Billink you can choose to pay after receiving the products. Go to the Billink website for more information.

Pay in store
Please finish your payment within 7 days after placing the order in our Rotterdam store. You can easily pay with cash or debit card (no creditcards).

Click here to learn more about the costs of each payment.

3.2 I have received a discount code, how do I apply this?

Together with the discount code you will receive the corresponding coditions such as minimum order, date... Fill in the code when placing the order in your shoppingcart and the discount will be applied automatically,

3.3 Can I pay with giftcard?

Physical store: we accept Haru Haru Beauty giftcard as a payment method in our store in Rotterdam.

 

Online Store: unfortunately it is not possible yet to pay with giftcards in our online store.

4 Shipping
4.1 What are the costs for shipping?

The shipping rates within the Netherlands are € 5,00 (with Track & amp; Trace). We ship free for orders over €50. Shippings to Belgium and Germany are € 9,00 (with Track & amp; Trace), and free shipping for orders over € 60.

Visit our Shipping & Returns page for more about the rates.

4.2 When can I expect my package to arrive?

Usually it takes 1-2 wokingdays for a package to arrive within the Netherlands. Once a package is sent out you will receive a Track and Trace code.

Keep in mind that during the holiday seasons the packages will be longer on the road than usual. If you have questions about the transmitted package please refer to PostNL. They can provide you with more information using the Track & Trace code.

5 Exchange & return
5.1 Can I exchange / return a product?

Yes, that is possible. Just let us know within 14 days after receivement.
The products should be unopend and undamaged in its original packagings.

Before you ship the products back to us, please read the procedures for exchange and returns.

5.2 I have received a wrong / incomplete order

Did you received a wrong color or a different product than ordered. Please contact our customer service via webshop[at]haruharubeauty.com. Once we have received your email, we will ensure that the correct product will be sent to you as soon as possible.
 
Is there an article missing in your shipment? Please contact our customer service webshop[at]haruharubeauty.com. We will help you as soon as possible.

5.3 I have received a damaged product

We are very sorry that you have a complaint on an article supplied by us. 

All articles of Haru Haru has a guarantee of four weeks after receipt. E-mail us your complaint, the order number and photo of your complaint and send it to webshop[at]haruharubeauty.com. We will take your complaint into consideration as soon as possible.

Always send us an email before you send the item back. We will try to resolve your complaint as soon as possible.

You can not claim the warranty if the product is:
* Damaged by intent or negligence
* The product is worn off
* Damage due to failure to follow the instructions
* The battery of the article should be replaced

5.4 To whom are the shipping costs for returning?

For returning / exchanging within the Netherlands we will send you a shipping label by email so you do not have to pay for the shipping costs. For all returning  / exchanging outside the Netherlands, the costs for shipping are at your own expense. Of course you can come to our store to exchange and / or return.

However, if the product is incorrectly provided by Haru Haru, or damaged upon arrival, we will bear the cost of returning to us. After consultation with you we will either refund the shippincost or settle it in the following order.

5.5 I have (partially) returned my order, where is the credit note?

If you still haven't received the credit note then this may be because we have not received your returned order or it's still being processed. Once we receive your returned goods, we will send you a credit note by email. You can expect the refund within 7 days on your bank account or PayPal account.

6 Other questions
6.1 Are these cruelty-free products?

Up until now, most cosmetics brands in South Korea is already free of animal testings.

 

But in 2017 South Korea will go into the history as one of the first countries where animal testing for the cosmetics industry is prohibited.

 

Klairs, Etude House, and Innisfree are on the official list of (Korean Animal Rights Advocates) KARA as brands that do not test on animals.

 

In 2016 Benton received the Cruelty-Free certificate of PETA for not testing on animals.

6.2 Are these products vegan?

All our products are free from animal testing, but not all free from animal based ingredients, such as snail mucus and honey. Although there are sometimes doubts about whether honey is vegan or not, we chose to exclude all our products with honey (propolis, bees wax, etc.) from our [vegan] tag and [vegan-friendly] category.

6.3 Can you guarantee that the images match with the products?

The photos are taken under different conditions, there is a slight risk of color differences. However, the differences will be so small that it does not constitute a reason to return the products.

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