Returns & Exchanges Policy
Starting February 19, 2022, we will have a significant number of changes to our returns and exchanges policy. We are a small business without any investors and shipping fees have increased significantly since we first implemented our returns and exchanges policies in 2019.
In the last three months, over 30% of our revenue on the Heddels Shop was lost on returns and exchanges and related expenses (labor, shipping fees, packing materials, credit card processing fees, etc.) and this is simply unsustainable for us. We aren’t Amazon and because we don’t sell at that volume, we have to operate differently.
We understand that buying online can be difficult, so we’ve gone to as much effort as we can to give you a sense of what you’re buying before you make your purchase with individually measured size charts, researched backgrounds on the brands and techniques that went into making each item, and a variety of images from every angle we can.
If you are ever unsure about something, please email us at firstname.lastname@example.org. We would be happy to talk to you about getting the right size or look for you before you buy.
Beginning February 19, 2022, we will accept returns for store credit on full-priced items within 30 days of fulfillment (when we ship the order to you), less the cost of shipping.
Items purchased for discount or on sale, with the exception of Heddels+ discounts, are not eligible for return or exchange.
You can either ship things back to us yourself or we can generate a return label for you upon request, the cost of which will be deducted from your store credit.
Items returned must be in like new and resellable condition, including all tags, labels, and other materials (shoeboxes, etc.) that arrived with them. Items that are dirty, scuffed, stained, altered, or have been laundered will not be accepted and sent back to you.
Items returned will be processed within 5 business days of their arrival and will be issued store credit.
Initiating a Return
You can initiate a return by emailing us at email@example.com with
- Your name
- Your order number
- The item(s) you would like to return
You must contact us before sending your item(s) back. Returns sent back without first contacting us will not be processed.
Faulty or Wrong Items Received
If you feel the item you received was faulty or not what you ordered, please contact us at firstname.lastname@example.org and your order will be handled on a case by case basis.