How can we help?

FAQ

Ordering

When is the website open?

We open every 1st and 15th of the month. Follow our social media to stay udpate. --> Instagram

Why is the website closed?

Welcome! If you are new here don't worry we’ll explain everything! 

We are a small team and have a mix of instock and made to order items you can purchase on the website. In stock designs are ready to ship but made to order items have a processing time of around 2 ½-3  weeks (unless marked otherwise). After they are completed our fulfillment team handles the packaging which can take 1-2 weeks to ship out all orders. ( Everything can take around 4-5 weeks before they are picked up by the postal service) 

In order to ship orders within a reasonable amount of time we close the site to work on the made to order items before reopening again. 

How do I know if my items are made to order or in stock?

If an item is made to order the processing time will be displayed under the product description.  The add to cart button will also say 'pre-order".

Otherwise it will be marked as in stock and it will be a regulay add to cart button.

My order has a mix of both made to order and in stock items, will they ship together of separately?

If your order contains a mix of both made to order and instock items your order will be shipped once all items are completed.

Need to make changes to an existing order?

We completely get it, we change our minds too

Order changes can only be made 24 hours after completing your purchase. Please review the confirmation email after completing your purchase to ensure the correct item and size were chosen. 

If an order needs to be changed, please email support@hashirastudios.com. Emails marked as being sent within 24 hours after purchase will be updated. All emails will be responded to as quickly as possible and we may need a day or two to respond. 

Keep in mind: 

  • When sending an email please provide your order number, shipping address entered and name used to locate your order quickly. 
  • All necessary changes will be made if within the 24 hour window even if you do not receive a response that same day. 
  • After 24 hours if an order needs to be changed we will either cancel the entire order or partially and process a refund for you. 
  • The majority of the items are made to order, production begins a few days after the order has been placed which is why we only allow 24 hours to make any changes. 
  • Again, all emails are responded to, if you need to make a change please email our support team. You may not receive a response right away but as long as it is within the 24 hours after placing an order it will be updated and you will receive a new confirmation email 
My order still has not shipped before the next reopening, why are you still taking more orders?

Processing time for made to order items is around 3-5 weeks before they are shipped. If your package has still not shipped before our next reopening. Do Not Worry! Your order is in its final stages before being picked up by the carrier. When the website reopens pending orders from the previous reopening are still being prepared for shipping and will ship within another week ½.

I need to change my shipping address

For address changes please email support@hashirastudios.com. Please keep in mind the production time when placing an order. We can not guarantee any address changes after a certain period. 

Keep in mind: 

  • When sending an email please provide your order number, shipping address entered and name used to locate your order quickly. 
  • If needing to make an address change please include the entire shipping address including street name, city, state and zip code that you would like it changed to. (including apartment or building number) 
How do I wash my clothes?

We recommend washing all items in cold to warm water.

Tumble dry on delicate or low heat.

Designs with small emboridered pieces might fold inward. To improve iron over towel to help flatten back out.

For any designs with print, wash inside out.

Sewn & Cut hoodies wash with cold water and lay flat to dry for best results. These pieces are made of cotton! They will shrink if not washed properly.

Designs with puff print ink, wash inside out. Hang or lay flat to dry to help minimize ink cracking.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Custom/ Import Duty Fees are not included in the amount paid for shipping. We currently do not offer this service to calculate the amount before processing an order.

International orders & shipping

Duties and Taxes will be calculated during checkout when completing your purchase.

For some countries duties or taxes may not be collected during checkout and will be collected during delivery.

for additional questions regarding international shipping please email our support team at support@hashirastudios.com

How can I reschedule my missed delivery?

DOMESTIC

You will need to contact the postal service handling your delivery. Once your package is handed over we are no longer responsible for your package.

INTERNATIONAL 

You will need to contact your local postal carrier to arrange another delivery attempt. If USPS or UPS were chosen they hand over your package to your local postal service for delivery. If DHL was chosen you will need to contact them. 

Why is my package being returned to sender?

A package can be returned due to a few reasons. Below are the most common. 

  • Insufficient Address 
  • Customer failed to provide a complete shipping address. (Common mistakes are no street number, failed to provide apartment number, wrong city or zip code entered)
  • Unable to Forward 
  • Person is no longer at this address. ( Common reasons are a recent move, If living on campus and away on holiday)
  • Shipping address mistake.

There are other reasons a package may be returned to the sender if the carrier is unable to deliver the package.

What do I do if my package was returned to sender?

If your package is being returned to us we will follow up with you once we have received it. We won't know the reason for the return until we review packages. 

Returned orders are reviewed twice weekly. 

If the package was returned due to an insufficient address or was unable to be forwarded we will confirm the shipping address with you before repacking and sending out the order again.

If the error was due to the customer's mistake the customer will be responsible for the new shipping cost to repurchase a new shipping label. A member from our support team will reach out on how to proceed if you would like us to send out the package again otherwise a refund will be issued for the items only. 

How long do refunds take?

Once a refund has been issued it can take 2-5 business days to process before the funds show back on your end. 

International refunds may take an additional few days to clear.

Returns

Returns will not be accepted since the majority of our items are made to order. Some designs may be eligible for a size exchange. See below for exchange policy. 

Items marked as final sale cannot be returned or exchanged. 

Exchanges

We may allow size exchanges for a few designs within 3 days of receiving your order. You will need to contact support@hashirastudios.com to know if your items are eligible. Exchanges will be for the same design, you can not swap one design for another. 

Customers will be responsible for all shipping costs associated with processing an exchange. Including return shipping label and new shipping label. 

Products must be returned unworn, unwashed, in their original condition and packaging. Please include the original order packing slip in your exchange. 

We reserve the right to refuse exchanges that show signs of wear or do not meet the above criteria. 

If your exchange fails to meet the criteria it will be returned to you. Customers will still be responsible for the shipping cost if an exchange is not accepted. 

Have more questions?

After reviewing entire FAQ section and would would like further information please email our support team at 

support@hashirastudios.com 

Please allow 1-2 business days for a response. Emails received after 5pm on Thursdays will not be responded to until the following Monday.

Have questions about your order, or a general enquiry?