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FAQ

Payment

Which payment methods does Haim Int'l accept?

We accept payments made by credit cards (Visa, MasterCard, American Express, JCB, Union Pay) through our online payment service and/or wire transfers through your bank.

What currency are your prices in?

All prices are listed in US Dollars $ (USD).

Why is my card being declined?

The most common reasons are

1. Your card may have an international block.
We recommend contacting your bank to notify them that you're going to make an international payment, so there is no likelihood of your card payment failing.
Your payment should go through afterwards, but we cannot say how long the block is lifted for. If you still have problems, try using a new browser.
It helps to contact your bank as you are going through the checkout process so that the bank is able to view the transaction and allow the payment to go through.

2. You should finish your card 3D secure verification.
Please see other FAQ below for futher information about 3D secure.

What is 3D Secure?

3D Secure is an added authentication step for online payments to prevent credit card fraud, by providing an additional security layer for online purchases made with credit and debit cards. With the intention of reducing credit card fraud, we require extra verification through 3D secure before.

3D Secure verification failed! What do I do?

If the 3D Secure verification isn’t working (possibly due to a connection failure or incorrect password) please try the following steps:
1. Attempt the payment again. Make sure you are entering the correct password or SMS net code. If your bank does not support 3D Secure or you have not yet enrolled, please refer to the information below
2. Disable your pop-up blocker for a few minutes. 3D Secure opens up in an additional window that is easily blocked by pop-up blockers.
3. If it still doesn’t work, please contact haim@haimintl.com

MasterCard SecureCode/NetCode For 3D Secure transactions as a MasterCard user, you will either have created a SecureCode password or your bank will send you a NetCode via SMS. You have to enter either of these when prompted by the 3D Secure screen.
If you have not yet enrolled for a MasterCard SecureCode/NetCode you can do it now (if it is supported by your financial institution).

Verified by Visa
Visa cardholders will have to enter their predetermined security password which they have set up with their financial institution. If you have forgotten this password, you will have to reset your password. Click here to find out more about Verified by Visa.

Safekey by American Express
The 3D Secure program by American Express is called SafeKey. SafeKey helps reduce unauthorised online use of your credit card by validating your identity with an additional password or unique value. You can read more about this by clicking here.

I've finished my card 3D secure verification and lifted international block, but my card keeps getting declined.

If your purchase amount exceeds USD5,000, your card payment may be declined. This is one of the fraud prevention methods. If your purchase amount exceeds USD5,000, please contact us. We will register your card with our system department. (Note: We won’t ask for your full card number.) Once your card is registered, you will be able to continue shopping without any limitations.

Shopping

How do I track my order?

Once your order has been processed and is ready for shipment, you will receive a tracking confirmation email from the courier.   If the tracking information shows your order as delivered and you never received and/or it is being returned to our warehouse, please contact Customer Service at haim@haimintl.com for assistance.

Are the products authentic and where are they produced?

All products are produced and manufactured in South Korea and guaranteed to be 100% authentic.

How can I make changes or cancel the order I just placed?

It is possible to make changes to your order or cancel it if the items have not already been packaged and shipped out. Once your order is processed in the warehouse, we cannot accept any changes or cancellations.   Please contact Customer Service at haim@haimintl.com with your order number to change or cancel your order.

How do I return or exchange an item?

Please understand that we do not accept returns or exchanges without prior return authorization. Therefore, if you need to return your order for some reason, please contact our Customer Service at haim@haimintl.com first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided. Item(s) must be returned in new, unused condition in its original packaging.   We recommend that all returns be sent via a traceable carrier. Keep the return tracking number associated with the package you are returning to ensure that the package is returned to our warehouse and send this tracking number to your Account Manager. Please note that we do not accept C.O.D. deliveries and lost return shipments will not be refunded.   For more detailed information, please refer to our Return and Refund Policy

Do you provide a return shipping label?

No. Returned products must be shipped at your own cost and we require that you use a traceable method of shipping. Lost return shipments will not be refunded. What if I received a product that is defective or damaged? If you have received a product that is defective or damaged, please contact customer service at haim@haimintl.com no later than 3 days after delivery date. We will not be able to assist you if you report your problem later than this period. You will need to provide order details, and submit relevant pictures and/or videos that show the problem that you want to report. For more detailed information, please refer to our Return and Refund Policy

I am missing a product from my order, what should I do?

If you are missing a product from your order: Please check the entire shipment box and its contents and compare the order received with your packing slip. If you are still missing a product, please contact Customer Service at haim@haimintl.com with the order number and list of any missing products. If the delivery box arrived damaged enough where a product could have fallen out, please email Customer Service at haim@haimintl.com with a photograph of the damaged packaging. You will also need to provide us with an order number and a list of any missing items.

I have received the wrong product(s) in my order, what do I do?

If you have received an incorrect product, we recommend that you contact Customer Service at haim@haimintl.com and give details of your order and someone will offer further assistance to help you resolve this issue.

How long does a refund take?

Once we receive notification from our warehouse that all goods have been returned, we will administer a refund which can take up to 14 business days; this is dependent on your bank’s processing times.

Why are your products so cheap?

We have developed a relationship with our manufacturers and distributors; thus, we are able to sell the products at extremely competitive prices.

What type of documents or certificates are provided with the purchased products?

All of our products are manufactured in South Korea and have the required certificates confirming their authenticity and safety. Product information or certificates can be obtained from our website and through a Sales Manager upon request.

What do I do if I am having technical problems with the website?

If you want to report a technical issue with using our website, please send them to the following e-mail address: haim@haimintl.com

How do you store botulinum toxins in your warehouse?

We take special care in handling and storing all of our products in our warehouse. Our warehouse is fully equipped with refrigerators that store products containing botulinum toxins at a temperature of 2° C to 8° C. In this condition, they can be kept in storage for up to four years (depending on each product). We also monitor the room temperature of our warehouse storage facility and any shifts in temperature are detected by an electronic thermostat. Such strict compliance with storage conditions enables us to ensure our customers that all products containing botulinum toxins are effective and safe. We package and transport all products containing botulinum toxins a certain way to ensure the products stay cool.

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