Asked Questions (FAQ)

We Believe in Transparency: Here Are the Answers You Need

At HULIVI LLC, we know that shopping online for belts, hair accessories, hats, purses, and bags comes with natural questions. Will the belt fit? Is the leather genuine? How long will shipping take? What if I need to return something? Can I trust you with my credit card information?

Instead of making you search through multiple pages or wait for an email reply, we have compiled the most common questions we receive from customers across the United States and around the world. This FAQ page is organized into clear categories, written in plain English, and updated regularly based on your actual inquiries.

If you do not find your answer here, please reach out to our customer service team at hulivillc@gmail.com or call +84936864468. We typically respond within 24 hours.

Section 1: Orders & Account Management

Q1: Do I need to create an account to buy from hulivi.shop?

A: No, you are welcome to check out as a “guest” without creating an account. Simply add items to your cart, proceed to checkout, and enter your shipping and payment information. However, creating a free account offers several benefits: you can save multiple shipping addresses, view your complete order history, track returns, and enjoy faster checkout on future purchases. You can create an account during checkout or by clicking “Sign Up” at the top of our homepage. Your account information is protected in accordance with our Privacy Policy.

Q2: I forgot my password. How do I reset it?

A: On the login page, click “Forgot Password?” Enter the email address associated with your account. We will send you a password reset link within a few minutes. If you do not see the email, check your spam or junk folder. If you still have trouble, contact us at hulivillc@gmail.com and we will manually assist you.

Q3: How can I change or cancel my order after placing it?

A: We process orders very quickly to ensure fast shipping. You have a 1-hour window from the time you click “Place Order” to request a change or cancellation. Email us immediately at hulivillc@gmail.com with “URGENT – CANCEL/CHANGE ORDER #______” in the subject line. Include your specific instructions. If your order has not yet entered the packing stage, we will make the change or cancel it for a full refund. After 1 hour or after your order has been processed for shipment, we cannot make changes. You will need to receive the package and then initiate a return under our 30-day return policy.

Q4: How do I track my order?

A: Once your order ships, we send a shipping confirmation email to the address you provided. This email contains a tracking number and a link to the carrier’s website (USPS, UPS, FedEx, or an international partner). You can also log into your HULIVI account (if you created one) and view your order status under “Order History.” If you did not receive a tracking email within 5 business days of placing your order (or within the stated processing time), please check your spam folder. Still missing? Email us with your order number and we will resend the tracking information.

Q5: I received a confirmation email, but my order hasn’t shipped yet. Why?

A: The order confirmation email is sent immediately after you complete your purchase. It confirms that we received your order. Shipping typically takes 1–3 business days for processing (Monday through Friday, excluding holidays). Weekends and holidays may add a delay. For example, if you order on Friday evening, we may not ship until Tuesday. You will receive a separate shipping confirmation email with tracking when your order leaves our warehouse. If you have not received a shipping confirmation after 5 business days, please contact us.

Q6: Can I change my shipping address after placing an order?

A: Yes, but only within the same 1-hour cancellation window mentioned above. Email us immediately with your order number and the corrected address. Once the order is packed or shipped, we cannot redirect it. If the carrier allows address changes (some do not), additional fees may apply. To avoid issues, please double-check your shipping address before clicking “Place Order.”

Q7: How do I delete my HULIVI account?

A: We are sorry to see you go. To delete your account, please email hulivillc@gmail.com from the email address associated with your account. Include “DELETE MY ACCOUNT” in the subject line and your full name. We will process the deletion within 5 business days. Please note that we may retain certain information as required by law (e.g., transaction records for tax purposes) even after account deletion. Your product review history may also remain anonymized.

Section 2: Product Information (Belts, Hair Accessories, Hats, Purses & Bags)

Q8: Are your belts made of genuine leather?

A: Many of our belts are made from genuine leather, including full-grain and top-grain leather. However, we also offer belts in vegan leather (PU), canvas, and elastic materials. Each product page clearly states the material composition under the “Materials & Care” tab. Look for labels such as “Genuine Leather,” “Vegan Leather,” or “Polyurethane.” If you have a specific belt in mind and cannot find the material information, email us the product link and we will confirm.

Q9: How do I care for my leather purse or belt?

A: To extend the life of your leather accessories:

Avoid prolonged exposure to direct sunlight, heat, and moisture.
Clean with a soft, dry cloth. For deeper cleaning, use a leather cleaner specifically designed for the type of leather (smooth vs. suede).
Condition your leather every 3-6 months with a leather conditioner to prevent cracking.
Store purses in the included dust bag (if provided) or a cotton pillowcase. Stuff bags with acid-free tissue paper to maintain shape.
For belts, hang them or roll them loosely – do not fold sharply.

For vegan leather (PU), wipe with a damp cloth and mild soap. Avoid alcohol-based cleaners.

Q10: Do your hair accessories work for thick or curly hair?

A: Yes! We design many of our hair clips, claws, and scrunchies with extra-strong springs and wider openings specifically to accommodate thick, coarse, or curly hair. Look for product titles containing “Strong Hold,” “Extra Large,” or “For Thick Hair.” Each product page includes a “Hair Type” recommendation. If you have very thick hair, we recommend our jumbo claw clips (4+ inches) and extra-large scrunchies. For fine or thin hair, we offer smaller, lightweight clips that won’t slip.

Q11: Are your hats one-size-fits-most? What does that mean?

A: Many of our hats (especially baseball caps and beanies) are labeled “one-size-fits-most” (OSFM). This typically accommodates head circumferences of 21.5 to 23.5 inches (55–60 cm). For specific hats like sun hats or fedoras, we provide exact size options (S, M, L, XL) with corresponding measurements in inches and centimeters. Please refer to the size chart on each product page. If you are between sizes, we generally recommend sizing up, as you can use hat sizing tape or foam inserts to adjust a slightly loose fit.

Q12: Do your purses and bags have interior pockets or organization?

A: Yes, most of our purses and bags include thoughtful interior organization. We offer:

Main compartment with zipper or magnetic closure.
Inner zip pocket for valuables (wallet, phone, passport).
Slip pockets for keys, lipstick, or sunglasses.
Back exterior pocket for quick-access items (on select crossbody bags).

Each product description includes a “Features” section that details the number and type of pockets. If organization is a priority, look for bags labeled “Travel Friendly” or “Multi-Pocket.”

Q13: Are your products tested for safety (e.g., lead in metals, toxic dyes)?

A: Absolutely. HULIVI LLC requires all suppliers to comply with US safety standards, including CPSIA (Consumer Product Safety Improvement Act) for children’s products (though we primarily sell adult accessories) and California Prop 65 for chemical notifications. Our metal buckles, zippers, and clasps are nickel-free or nickel-safe. Our dyes are azo-free. We conduct random batch testing for lead, cadmium, and phthalates. If you have specific safety concerns, email us and we will provide relevant test reports.

Section 3: Sizing & Fit

Q14: How do I measure my waist for a belt?

A: For best results, measure the waistband of a pair of pants that fits you well. Lay the pants flat, measure the distance from the left edge of the waistband to the right edge (where the belt loops would be), and double that number. Alternatively, use a soft measuring tape around your waist at the point where you normally wear a belt (usually just above your hipbones). Then, add 2 inches to that measurement to find your belt size. For example, if your waist measures 34 inches, order a belt size 36. Do not order your pants size – belt sizes are typically 2 inches larger. Our product pages include a belt size chart for reference.

Q15: Your belts have hole measurements. How many holes should I use?

A: Most of our belts have 5 holes, spaced 1 inch apart. The middle hole (hole #3) corresponds to the belt size you ordered. For example, a size 36 belt will fit a 36-inch waist when using the middle hole. You have two holes smaller and two holes larger, giving you 2 inches of adjustment in either direction. This allows for weight fluctuations or wearing over different thicknesses of clothing.

Q16: How do I measure my head for a hat?

A: Use a soft cloth measuring tape. Wrap it around your head about 1/2 inch above your eyebrows and ears, where a hat would naturally sit. Keep the tape level and snug but not tight. Note the measurement in inches or centimeters. Then refer to our hat size chart (on each hat product page). Common sizes: Small (21-22 in / 53-56 cm), Medium (22-23 in / 56-58 cm), Large (23-24 in / 58-61 cm), XL (24-25 in / 61-64 cm). If you are between sizes, choose the larger size and use hat sizing foam (sold separately) behind the sweatband.

Q17: I am buying a handbag as a gift. What size should I get?

A: Consider how the recipient will use the bag:

Small/Clutch (7-10 inches wide): For evenings, weddings, or minimal essentials (phone, cards, lipstick).
Medium/Crossbody (10-12 inches): Daily use for phone, wallet, keys, small makeup bag.
Large/Tote (14-18 inches): Work, travel, diaper bag, laptop up to 15 inches.
Extra Large (18+ inches): Overnight trips, shopping, beach.

If unsure, a medium crossbody bag in a neutral color (black, tan, navy) is the safest gift choice. We include detailed interior dimensions on every product page.

Q18: Do you offer custom sizing or alterations?

A: Not at this time. However, our belts and hats come in multiple sizes (S/M/L/XL where available). For belts, you can also punch an additional hole if needed (using a leather hole punch tool). For purses and bags, sizes are fixed. If you need a size outside our range, please email us – we may be able to suggest a similar product or note your request for future product development.

Section 4: Shipping & Delivery

Q19: How much does shipping cost?

A: Shipping costs depend on your location and the shipping method you select at checkout. For US customers:

Standard Shipping (3-7 business days): $5.99 flat rate for orders under $49. Free for orders of $49 or more.
Expedited Shipping (2-3 business days): $12.99 flat rate (not available for all zip codes).
Express Shipping (1-2 business days): $24.99 (available for most US addresses).

For international customers, shipping is calculated at checkout based on weight and destination. Generally, international standard shipping ranges from $12 to $35. We do not offer free international shipping at this time.

Q20: How long does it take to receive my order?

A: Total time = processing time + shipping time.

Processing time: 1–3 business days (Monday–Friday, excluding holidays). Most orders ship within 24 hours.
Shipping time (US): Standard = 3–7 business days after processing; Expedited = 2–3 days; Express = 1–2 days.
International shipping: 10–20 business days, depending on customs clearance.

Example: You order on Monday morning (US). Processing takes Monday–Tuesday. Ship Wednesday via standard. Delivery typically by Friday–Tuesday of the following week.

Q21: Do you ship to PO boxes, APO/FPO addresses, or US territories?

A: Yes to PO boxes (via USPS) and APO/FPO addresses (military mail). However, delivery times for APO/FPO can be longer (2-4 weeks) due to military handling. We also ship to US territories including Puerto Rico, Guam, US Virgin Islands, and American Samoa, but shipping times and costs may be higher (calculated at checkout). Please provide a valid street address when possible for faster delivery.

Q22: Will I have to pay customs fees or import duties on international orders?

A: You may. HULIVI LLC is not responsible for any customs duties, taxes, or import fees levied by your country. These charges, if applicable, are collected by your local government and are your responsibility. We recommend checking with your country’s customs office before ordering to understand potential fees. Typically, for orders under $800 USD to most countries, no duties apply (de minimis thresholds vary). We accurately declare the full value of your shipment on customs forms. If you refuse to pay customs fees and the package is abandoned or returned, we will refund the product price minus all shipping costs and any fees we incur – which may result in a very small refund.

Q23: My tracking says “delivered” but I did not receive the package. What do I do?

A: First, check with neighbors, family members, or your building’s front desk. Sometimes carriers leave packages in hidden locations. Wait 24 hours – occasionally carriers mark delivered early. If still missing, contact the carrier directly (USPS, UPS, FedEx) with your tracking number to open a “missing package” claim. Then email us at hulivillc@gmail.com with your order number and a screenshot of the tracking status. We will assist by providing proof of delivery (if available) and may initiate a trace request. Please note: once the carrier confirms delivery, HULIVI’s liability ends. However, we will work with you on a case-by-case basis, and for loyal customers, we may offer a one-time replacement or store credit.

Q24: Can I change my shipping method after ordering?

A: Within the 1-hour cancellation window, you can email us to upgrade shipping (e.g., from standard to expedited). Additional shipping charges will apply. After 1 hour, we cannot change the shipping method because your order may already be in the packing queue.

Section 5: Payment & Billing

Q25: What payment methods do you accept?

A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as Apple Pay and Google Pay. All payments are processed securely through Stripe. We do not accept PayPal, checks, money orders, cash, or cryptocurrency at this time.

Q26: Is it safe to enter my credit card information on hulivi.shop?

A: Yes, absolutely. We use Stripe, one of the most trusted payment processors globally, which is Level 1 PCI DSS compliant. Your card details are encrypted and sent directly from your browser to Stripe – we never see or store your full card number. Our site uses TLS (SSL) encryption. For additional security, we support 3D Secure (Verified by Visa/Mastercard SecureCode) when your card issuer requires it.

Q27: Why was my card declined even though I have enough money?

A: Common reasons:

Billing address mismatch – your card’s billing zip code must match what you enter.
Incorrect CVV or expiration date.
Your bank flagged the transaction as suspicious (especially for international purchases). Call your bank’s fraud department to authorize HULIVI LLC.
You exceeded your daily spending limit.
The card is not enabled for online or international transactions.

Try a different card or contact your bank. Then email us – we can check the decline code from Stripe.

Q28: Do you charge sales tax?

A: We only charge sales tax on orders shipped to addresses within Florida (where HULIVI LLC is headquartered). The tax rate is based on your specific Florida county’s combined state and local rate. For all other US states and international destinations, no sales tax is collected by HULIVI. However, you may be required to report and pay use tax in your state (consult your tax advisor).

Q29: Can I use multiple discount codes on one order?

A: No, only one discount code or promotion code can be applied per order. If you have a store credit code and a percentage-off code, you cannot combine them. Enter the code that gives you the better discount. We occasionally run promotions that automatically apply at checkout without a code.

Q30: How do I get a refund for a cancelled order?

A: If we cancel your order (or you cancel within 1 hour), we will issue a full refund to your original payment method. Refunds via Stripe typically appear in your account within 2–7 business days, depending on your bank. You will receive an email confirmation from Stripe when the refund is processed.

Section 6: Returns, Refunds & Exchanges

Q31: What is your return policy?

A: You have 30 days from the delivery date to return most items for a full refund. Items must be unused, unworn, with original tags attached and in original packaging. Customer pays return shipping unless the item is defective or we sent the wrong item. We do not charge restocking fees. Clearance items (50%+ off) and gift cards are final sale. See our full Refund and Return Policy for details.

Q32: How do I start a return?

A: Email hulivillc@gmail.com with your order number, the item(s) you wish to return, and the reason. We will reply within 1 business day with a Return Authorization (RA) number and return shipping address. Please do not send returns without an RA number – they may be delayed or rejected. Once we receive and inspect the returned item, we process refunds within 3-5 business days.

Q33: How long does it take to receive my refund?

A: From the day you mail your return, the total process typically takes 10–18 days:

3–7 days for your package to reach us.
3–5 days for inspection.
1 day for Stripe to process the refund.
2–7 days for your bank to post the credit.

You will receive an email when the refund is initiated.

Q34: Can I exchange an item instead of getting a refund?

A: Yes. When you email your return request, specify that you want an exchange and provide the desired size or color. If the exchange item is in stock, we will ship it to you at no additional shipping cost once we receive your original return. If the exchange item is out of stock, we will process a refund instead.

Q35: What if I received a defective or damaged product?

A: We are truly sorry. Email us within 7 days of delivery with your order number and clear photos/video of the defect or damage. We will offer a replacement, full refund, or partial refund (your choice). We also cover return shipping costs for defects. This is separate from normal returns for buyer’s remorse.

Q36: Do you offer free returns?

A: Free returns are only provided for defective products or items where HULIVI made an error (wrong item sent). For returns due to size, color preference, or change of mind, you are responsible for return shipping costs. We believe this allows us to keep product prices lower for all customers.

Section 7: Defective or Damaged Products

Q37: What constitutes a manufacturing defect?

A: Examples include:

Zipper that is stuck or missing teeth.
Stitching that unravels along a seam without any use.
Belt buckle that breaks under normal force.
Hair clip spring that snaps on first use.
Hat with a crooked brim that cannot be reshaped.
Purse strap that detaches due to faulty rivets.

Normal wear and tear (e.g., minor color fading after months, leather softening) is not a defect. Damage from misuse, accidents, or improper care is also not covered.

Q38: How long do I have to report a defect?

A: You must notify us within 7 calendar days of delivery. This short window allows us to distinguish between manufacturing defects and customer damage, and to file claims with our suppliers. If you discover a defect after 7 days but within 30 days, please still contact us – we may offer a partial refund or store credit at our discretion.

Q39: Will I have to pay for return shipping on a defective item?

A: No. For US customers, we will email you a prepaid return shipping label. For international customers, we will reimburse reasonable return shipping costs (up to $20 USD) after you provide a receipt. Please do not purchase expedited or express return shipping without our prior approval – we only cover standard shipping costs.

Section 8: International Orders & Customs

Q40: Which countries do you ship to?

A: We ship to over 40 countries, including: Canada, United Kingdom, Australia, New Zealand, Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Sweden, Norway, Denmark, Ireland, Japan, South Korea, Singapore, United Arab Emirates, Mexico, Brazil (limited), and many others. If your country is not listed at checkout, please email us – we may be able to add it or suggest an alternative.

Q41: How are customs fees calculated, and who pays them?

A: Customs fees (duties, VAT, handling fees) are set by your country’s government. HULIVI has no control over these fees. You, as the importer, are responsible for paying them. The courier may collect fees upon delivery or invoice you later. If you refuse to pay and the package is returned, we will deduct all shipping costs (both ways) and any fees we incur from your refund – this can result in a very small or zero refund. To avoid surprises, use an online duty calculator (e.g., SimplyDuty) before ordering.

Q42: Why is my international tracking not updating?

A: Once your package leaves the US, tracking updates may become less frequent. Some international carriers only scan at major hubs. It is normal for tracking to show no updates for 5-10 days while the package is in transit or awaiting customs clearance. If no updates for more than 15 business days, please contact us and we will initiate a trace with the carrier.

Q43: Can you mark my international package as a “gift” to avoid customs fees?

A: No. That is illegal and constitutes customs fraud. All packages are labeled as “Merchandise” with the actual value. We comply fully with all international trade laws. Please do not ask us to falsify customs forms.

Section 9: Security & Privacy

Q44: Do you sell my personal information to third parties?

A: No. HULIVI LLC does not sell, rent, or trade your personal information to any third parties for marketing purposes. We share your data only as necessary to fulfill your order (e.g., with Stripe for payment, with carriers for shipping) or as required by law. Our Privacy Policy details exactly what data we collect and how we use it.

Q45: How do I unsubscribe from your marketing emails?

A: Every promotional email we send includes an “Unsubscribe” link at the bottom. Click that link, and you will be removed from our marketing list immediately. Please note: you will still receive transactional emails (order confirmations, shipping updates, refund notifications) because those are necessary for your purchases. If you unsubscribe but continue to place orders, you may still receive order-related emails.

Q46: Is my personal information secure on your website?

A: Yes. We use industry-standard encryption (TLS 1.2/1.3) and our website is PCI compliant. We do not store credit card information. Our hosting provider uses firewalls and intrusion detection. However, no online system is 100% secure. You can further protect yourself by using a strong, unique password for your HULIVI account and not sharing it.

Section 10: Promotions, Discounts & Loyalty

Q47: How do I get a discount code?

A: We offer discounts in several ways:

Sign up for our email newsletter (footer of hulivi.shop) to receive a 10% off coupon for your first order.
Follow us on social media (Instagram, Facebook – links coming soon) for flash sales.
Check our homepage for seasonal promotions (e.g., Black Friday, summer sale).
Abandoned cart emails – if you add items and leave without checking out, you may receive a reminder with a small discount.

Q48: Do you have a loyalty or rewards program?

A: Not yet, but we are developing one! Future plans include points for purchases, reviews, and birthdays. Announcements will be made via email and on our website. In the meantime, every customer gets the same low prices and excellent service.

Q49: Can I use a discount code on already discounted items?

A: It depends. Our sitewide sales (e.g., “20% off everything”) already apply a discount at checkout, and you cannot combine another code. However, if an item is marked down individually (e.g., “Sale: $39.99”), you can usually apply a separate coupon code if the code does not exclude sale items. Read the coupon terms carefully. If uncertain, email us before ordering.

Q50: I forgot to apply my discount code. Can I get a retroactive refund?

A: If you placed an order without entering a valid discount code, we cannot refund the difference after the fact. Our system does not allow retroactive discounts. However, you may cancel the order within 1 hour (see Q3) and reorder with the code. If the 1-hour window has passed, we recommend keeping the order as is – the discount amount is typically modest. We apologize for the inconvenience.

Section 11: Wholesale & Partnerships

Q51: I want to sell HULIVI products in my store. Do you offer wholesale?

A: Yes, we offer wholesale pricing for qualified retailers and boutique owners. Please email hulivillc@gmail.com with “WHOLESALE INQUIRY” in the subject line. Include:

Your business name and location.
Tax ID or resale certificate (if applicable).
Which products you are interested in.
Approximate quantity per month.

We will respond within 3 business days with a wholesale catalog and pricing. We require a minimum opening order of $500 USD.

Q52: Can I become an affiliate or influencer partner?

A: Yes! We have an affiliate program for bloggers, YouTubers, Instagram influencers, and content creators. Earn a commission on sales generated through your unique referral link. Email hulivillc@gmail.com with “AFFILIATE APPLICATION” and tell us about your audience and platform. We accept partners with engaged followings, regardless of size. Commission rates start at 10% and increase with performance.

Q53: Do you accept product returns for wholesale orders?

A: Wholesale orders are generally final sale, unless the products are defective. We provide quality assurance before shipping wholesale orders. Defective items in wholesale orders are replaced or refunded on a case-by-case basis. Please review our wholesale terms before ordering.

Section 12: Technical Issues with the Website

Q54: The website is loading slowly or not at all. What should I do?

A: First, check your internet connection. Then try refreshing the page, clearing your browser cache, or using a different browser (Chrome, Firefox, Safari, Edge). If the issue persists, it may be a temporary server issue. Please wait 10 minutes and try again. If you still cannot access hulivi.shop, email us at hulivillc@gmail.com with a screenshot of any error message. We will investigate.

Q55: I am getting an error when I try to add an item to my cart.

A: This can happen due to browser extensions, cookies, or temporary glitches. Try:

Disabling ad-blockers or privacy extensions temporarily.
Enabling cookies for hulivi.shop.
Logging out and back in (if you have an account).
Using incognito/private browsing mode.

If none of these work, please email us with the product name and the exact error message (e.g., “This product cannot be added to cart – code 500”).

Q56: I placed an order but did not receive a confirmation email. What happened?

A: First, check your spam or junk folder. Sometimes email filters catch our automated messages. Also, ensure you typed your email address correctly at checkout. If you still do not see it, log into your account (if you have one) and view your order history – if the order appears there, it was successfully placed. You can also email us with your name and approximate order time; we can resend the confirmation. Do not assume your order failed – double-check before reordering.

Q57: How do I report a bug or suggest a feature?

A: We welcome feedback! Email hulivillc@gmail.com with “BUG REPORT” or “FEATURE SUGGESTION” in the subject line. Describe the issue or idea in as much detail as possible, including screenshots if relevant. While we cannot respond to every suggestion individually, we read every message and use customer input to prioritize improvements.

Conclusion: Still Have Questions? We Are Here to Help

We have tried to anticipate every question you might have about shopping at HULIVI LLC. However, we know that unique situations arise. If your question is not answered here – or if you need clarification on any of the above – please do not hesitate to contact us directly.

Our customer service team is trained to handle inquiries about belts, hair accessories, hats, purses, bags, orders, shipping, returns, payments, and everything in between. We speak plain English, respond quickly, and treat every customer with respect.

📧 Email: hulivillc@gmail.com (best for detailed questions – include your order number if relevant)
📞 Phone: +84936864468 (for urgent matters, Monday–Friday 10am–6pm Eastern Time)

Thank you for choosing HULIVI. We are honored to serve you and look forward to helping you find the perfect accessories for your style.