Most issues are resolved by working with the seller. If you contacted the seller more than 48 hours ago, choose Open a case so Hayani Designs can help you. You’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.
If you and the seller don’t come to a resolution after 48 hours, you can open a case for Hayani Designs to review. Choose your order, then select Open a case at the bottom of the page.
As part of Hayani Designs Purchase Protection programme, for qualifying orders, you’ll receive a full refund for any order that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.
If you checked out as a guest, you must connect your order to a new or existing Hayani Designs account before you can send your seller a Help request.
To connect your order:
Open your email inbox.
Locate the email receipt you received when you placed your order.
Select View your order.
Follow the steps to sign in or create an Hayani Designs account. The account you link your guest order to must have the same email address that you used for your guest order. Your order is automatically connected to your Hayani Designs account.
Once you’ve connected your order, you can choose that order and contact the seller for help.
I’m having trouble connecting my order
Select I still need help and a support agent can assist you.
After you open a case, an Hayani Designs Support agent will review the case and come to a decision. We’ll work with you and the seller to ensure that we have all the information we need to make a decision.
If your case was closed but you believe the issue is still unresolved, we may be able to reopen the case and have our case mediation team investigate further. Select I still need help and include your case number when you submit your request.
If you received an email from Hayani Designs saying that your Hayani Designs order is still processing, it means that your purchase is being screened by Hayani Designs third party partner. All Hayani Designs Payments orders are screened to ensure that the orders are legitimate and to protect from possible fraud.
Most orders are processed in under 72 hours. You’ll receive a confirmation email when the review is complete.
