return policy

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

ALL PURCHASES CAN BE EXCHANGED OR RETURNED FOR CREDIT. NO REFUNDS.

a 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 exchange 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. if an item is received with signs of wear or damage the package will be returned to the sender & an exchange 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 an exchange or credit then your exchange or credit will only reflect the original cost of the item & will not include any other fees (tax & shipping).

damages must be reported within two days of delivery to shophellorae@gmail.com. please attach a photo of the damages with your email. if the item you purchased is still in stock, we will re order the item & we will ship out the new item to you free of charge, if not, we can replace your item with another style or exchange or credit 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: all jewelry & items purchased under the “sale” section. (no exchanges or credits) 

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

return request instructions : 

  1. email shophellorae@gmail.com within 5 days of arrival to request exchange or credit.
  2. in email please specify order # & item or items you want to exchange or receive credit for. 
  3. once approved please send items back to address given in refund approval email (return shipping on customer)
  4. exchange or credit will not be given until item is returned & passes quality check. 

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 with us. please be aware that if you have selected to receive store credit that this credit can only be applied to online orders. you will receive a checkout code to use on your next purchase. 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.