return policy

the return policy is pretty standard - be sure to read ahead so you know whats going on.

return request must be submitted within 7 days after delivery (please see below for return request instructions). a return shipment must be made within 14 days after delivery. your refund or store credit will not be applied to your account until the item has been received & the return approved.

items must be returned in original condition, meaning unworn, unwashed, scent free with tags still attached. if an item is received with signs of wear or damage the package will be returned to the sender & a refund or credit will not be issued.

return shipping is the customer’s responsibility (unless item arrives damaged, then please email shophellorae@gmail.com within two days of delivery for further instructions). please remember that if you are receiving a refund or credit then your refund or credit will only reflect the original cost of the item & will not include any other fees. 

damages must be reported within two days of delivery to shophellorae@gmail.com. please attach a photo of the damages with your email. if we have your size still in stock we will ship out the new item to you free of charge, if not, we can replace your item with another style or refund you in full for the damaged item. please note, if we are not notified within two days of delivery, then a damaged item may no longer quality for a refund.

final sale items include: jewelry & items purchased under the “sale” section.

we are not responsible for lost or damaged goods while in transit.

return request instructions : 

  1. log in to your customer account (if you do not have a customer account, no need to proceed with the below directions, instead please email me at shophellorae@gmail.com)
  2. once in your account select “your completed orders” & select the order which you would like to return.
  3. click on the “return items” link on the far right side of the page.
  4. you can now view all the items within that order & you can select the items that you wish to return.
  5. fill out the return reason, return action, & any comments.
  6. submit your return request.
  7. after your request is successfully submitted you will see your return 

other side notes :

you will receive an email confirmation once your return request is received, as well as, when your return has been processed.

if you have selected to receive store credit the amount will be added to your customer account online & can be used at checkout at a later date as long as you are signed in to your account. please be aware that if you have selected to receive store credit that this credit can only be applied to online orders. online store credits cannot be transferred to in person use.

if you have any further questions regarding the return policy, please do not hesitate to email us at shophellorae@gmail.com.