FAQ

Most common questions

Where is my package?

To track your order, please add your order number and the email address used when placing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

Has my order been placed?

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that will let you trace your parcel.

If you are unsure that your order has been placed, there are different ways to check this:

– When the order was placed, you should have arrived on a page titled “Your order”.
– An order confirmation has been sent to your specified email address. Make sure that this email has not ended up in your spam.
– You can see your order on your account. By clicking here you will be redirected to “My Account”.

How do I make a claim on a purchase?

Sometimes a purchase does not meet the quality expected. In these cases, we will of course, help you to make a claim. Follow the steps below and complete your claim with the correct information so that we can handle your case right away. Please submit the claim via our customer support.

How do I make a claim on a purchase?

Information needed for claims for all purchases:

• Order number
• Clear photos/videos of the defect
• Description of the defect

Once we have received this information, we will process your case as soon as we can and get back to you.

If you need to contact us regarding your complaint, please reply to the same email where you submitted your complaint. We do however kindly ask that you to wait 48hrs before sending a follow-up. Our absolute goal is, of course, to resolve the matter as quickly as possible.

How do I make a return?

At Hunhu Colectiv, we accept returns within 7 days of receiving your order.

To be eligible for a return:

Items must be unworn, unused, and in their original condition, with all tags attached.
Items must be returned in their original packaging. Please do not tape or paste anything directly onto the product packaging.

Please note: We do not accept returns on certain items for hygiene reasons, including:

Underwear
Earrings
Hair accessories
Swimwear (unless the hygiene liner is intact and tried on over underwear)
Items with broken seals or missing tags

Email us at support@hunhucolectiv.com within 7 days of receiving your order to request a return and receive your DHL return instructions.
Carefully package the item(s) and seal the parcel securely.
If you’re returning from outside Zimbabwe or South Africa, we’ll provide a commercial invoice to include on the outside of the parcel.
Drop off the parcel at your nearest DHL location or request a pickup, depending on your region.
Keep your tracking number and receipt — you are responsible for the return until it is delivered to us.

If your return meets our policy, we’ll issue a refund (excluding original shipping fees). If the return does not comply with our policy, the item will be returned to you and no refund will be processed.

Still have questions? Reach out to us anytime at support@hunhucolectiv.com — we’re here to help.

My order

Why can't I check out if the order value is less than the minimum amount?

We believe that it is important from a sustainability perspective that you merge your purchases so that we can send larger orders fewer times to reduce our environmental footprint.
Thank you for your understanding!

Can I cancel my order?

If you wish to cancel your order, please contact our customer service team as soon as possible via WhatsApp or email at support@hunhucolectiv.com.

We aim to process and ship orders quickly, so while we will do our best to accommodate your request, we cannot guarantee that cancellations are possible once an order has been confirmed in our system.

If your order has already been processed or shipped, you may still be eligible to return it in accordance with our return policy.

Delivery

Can I change my shipping address?

If you need to change your shipping address, please contact our customer service team immediately via WhatsApp or email at support@hunhucolectiv.com.

We process orders quickly to ensure fast delivery, so address changes are not guaranteed once your order has been confirmed in our system. If your order has already been processed or shipped, we won’t be able to update the address.

We recommend double-checking your shipping details before completing your purchase.

What happens if my order is delayed?

We work exclusively with DHL to provide fast and reliable delivery. While most orders arrive on time, delays can occasionally occur due to factors like customs processing or local delivery conditions.

If your order is delayed, you can track your package [here], or contact our customer service team via WhatsApp or at support@hunhucolectiv.com — we’re here to help and will do our best to keep you updated.

When will my order be sent?

We ship orders twice a week — on Mondays and Thursdays — excluding weekends and public holidays.

In-stock items are typically shipped on the next available shipping day after your order is confirmed.
Made-to-order items require additional production time. Estimated dispatch timelines will be shown on the product page and confirmed via email after purchase.

Once your order has been shipped, you’ll receive a DHL tracking number by email.

For delivery timelines to your country, please refer to the checkout page.

What if I have not received my order?

If your order hasn’t arrived within the promised delivery time, please contact our customer service team via WhatsApp or email at support@hunhucolectiv.com so we can investigate and resolve the issue promptly.

Please note that missing parcel claims must be reported within 30 days from the date you placed your order. Claims made after this period may not be eligible for resolution.

Be sure to have your order number and DHL tracking details on hand when reaching out.

Payment

What different forms of payment do you have?

We accept the following secure payment methods:

PayPal – Pay easily using your PayPal account with just your email and password.
Credit & Debit Cards – All major cards are accepted via Stripe, including Visa, Mastercard, and American Express.

All transactions are encrypted and secure. If you have any questions about payments, feel free to contact us at support@hunhucolectiv.com.

Where is my invoice?

Your invoice will be emailed to the address you provided at checkout. It will be sent from Hunhu Colectiv once your order has been processed and shipped.

If you can’t find your invoice, please check your spam or promotions folder. Still can’t locate it? Contact us at support@hunhucolectiv.com and we’ll be happy to resend it.

I am having an issue with paying at checkout.

If you’re experiencing trouble completing your payment, it may be due to one of the following:

You’re using a card issuer or payment method we don’t currently support.
Your card may not be authorized for international or online transactions — we recommend checking with your bank.

We currently accept payments via PayPal and major credit/debit cards through Stripe.

If the issue persists, please reach out to our team at support@hunhucolectiv.com or via WhatsApp, and we’ll be happy to help you complete your order.

Campaigns & offers

How do I use a discount code?

To apply your discount code, follow these steps at checkout:

Click on “Use a promotion code.”
Enter your discount code and click “Ok.”

Please note:

Only one discount code can be used per order.
Once used, the discount code becomes invalid for future use.
Discount codes may be restricted to specific products, minimum purchase amounts, or promotional campaigns.

How do I use a gift card?

Follow these steps to redeem your gift card at checkout:

Click on “Use a gift card” during checkout.
Enter your gift card code and click “Ok.” The gift card value will be deducted from your order total.
If your gift card does not cover the full amount, you can pay the remaining balance using your preferred payment method.

If you purchase a digital gift card along with other items, the gift card email will be sent to you once your order has been shipped.
Digital gift cards may take up to 24 hours to arrive in your email.

Gift cards are valid for 1 year from the date of purchase.
You can use part of the gift card balance in a single order; there’s no need to use the full amount at once.
Gift cards cannot be exchanged, returned, or refunded, including in cases of loss or theft.
Gift cards are non-transferable and cannot be redeemed for cash.

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