When will I receive my order?
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We ship products from Colombia to anywhere in the world. Shipping within Colombia is free and typically takes 1 to 3 business days. International orders ship from our U.S. warehouse in 48 hours and arrive in 3–7 business days.
What is the shipping cost?
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Shipping within Colombia is free. U.S. orders over $60 ship free; under $60 a flat rate applies. International rates are calculated at checkout based on weight and destination.
Do you offer international shipping?
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Yes. We provide international shipping to most countries. Duties and taxes may apply depending on your destination — please check your local customs regulations before ordering.
Are Haiko products suitable for sensitive skin?
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Yes. Our formulas are pH-balanced, paraben-free, and built around botanical actives like calendula, cucumber, marine algae, and vitamin E — chosen for their tolerance on sensitive skin. We recommend a 24-hour patch test on the inner arm before first use, especially if you have a history of reactions.
Are your products natural and cruelty-free?
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Every formula in the Haiko line is 100% cruelty-free and made with botanical actives sourced from Colombia. We do not test on animals at any stage. Our products are also free from parabens, sulfates, and silicones.
How do I know which Haiko routine is right for me?
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Start with your concern — hydration, anti-aging, repair, brightening — and we will match you to a 2-3 step ritual across our skin, hair, and body lines. Write to us via WhatsApp or Instagram with a quick description of your skin/hair type and goals, and our team will build you a personalized routine.
Can I use Haiko products if I am pregnant or breastfeeding?
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Our line is formulated without retinol, salicylic acid, or essential oils flagged as restrictive during pregnancy. That said, we always recommend checking the full ingredient list with your healthcare provider before introducing any new skincare product during pregnancy or breastfeeding.
What is the shelf life of Haiko products?
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Unopened products have a shelf life of 24 months. Once opened, we recommend using them within 6–12 months, depending on the formula — the PAO symbol on each tube (e.g. 12M) indicates how long the product stays fresh after opening. Store in a cool, dry place away from direct sunlight.
Where can I find the full ingredient list (INCI)?
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Every product page on haikonatural.us includes the full INCI ingredient list and a plain-language breakdown of the key actives. If you cannot find what you need, write to hello@haikonatural.us and we will send you the technical sheet.
Are your products vegan?
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Most of our line is vegan. A few formulas contain beeswax or honey extract for their soothing and antibacterial properties — these are clearly labeled on the product page. Look for the leaf icon to identify fully vegan products.
What is your return policy?
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We offer a 30-day money-back guarantee on unopened products in their original packaging. For opened products, we accept returns within 14 days if you have experienced an adverse reaction — please include a brief description so we can improve our formulas.
How do I start a return?
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Write to returns@haikonatural.us with your order number and the reason for the return. We will send you a prepaid shipping label (for U.S. orders) and instructions within 24 business hours.
When will I receive my refund?
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Once we receive and inspect your return, refunds are processed to your original payment method within 5–7 business days. You will get an email confirmation as soon as the refund is issued.
Can I exchange a product?
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Yes. If you would like a different shade, size, or product altogether, mention it in your return request and we will process the exchange at no extra cost (U.S. orders only). International exchanges are handled case by case.
Are shipping costs refundable?
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Original shipping charges are non-refundable, except in cases where the return is due to our error (wrong product, damaged item, etc.). U.S. return shipping is free with our prepaid label.
Where are Haiko products made?
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Every Haiko product is formulated and manufactured in Colombia, where we have been crafting botanical skincare since 2009. Our ingredients are sourced primarily from Colombian and Andean botanicals, with a focus on small-batch quality.
Do you offer wholesale or B2B pricing?
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Yes. Spas, salons, and boutiques can apply for our wholesale program. Visit haikonatural.us/wholesale to apply — we offer up to 40% off retail on orders of 25+ units, with dedicated bilingual account management.
Are you on social media?
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Follow us on Instagram and TikTok @haikonaturalus for product launches, behind-the-scenes from our Colombian lab, and skincare tutorials. We also share customer routines on our Facebook community.
Do you offer gift cards?
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Digital gift cards are available in $25, $50, $100, and $150 denominations on our website. They never expire and can be applied at checkout for any product or routine bundle.
How can I become a Haiko ambassador?
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We work with content creators and skincare professionals who genuinely love the brand. Send us a portfolio and a short note about your audience to ambassadors@haikonatural.us — we review applications monthly.
Is your packaging recyclable?
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Yes. Our tubes, boxes, and pumps are made from recyclable materials. We are actively working toward 100% post-consumer recycled plastic across the line by 2027. Local recycling rules vary — please check with your municipality.
