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Exchanges and Returns

We want you to be happy with your purchase! 

If the fit wasn't quite right or if you would like to exchange or return your order for any reason, we'll happily fulfill your request! 

  • Please contact hello@hemloya.com to begin this process.
  • Only items purchased at a full price (non SALE event) is eligible for returns.
  • All SALE items including Black Friday SALE are exchange only. Not eligible for return
  • SALE items can be exchanged for a different size or item in the same category.
EXCHANGES
  • Exchanges are Free and we'll send you pre paid label to send the item back to us. This only applies to items on full price. 
  • Exchanges must be made within 14 days of delivery date.
  • To initiate exchange please place an order of the desired exchange size/print. We carry each style in limited quantities. This ensures your exchange item is in stock and help for you.
  • Send us an email at hello@hemloya.com and we'll send you the details along with a prepaid label. Once we receive the item back, we'll issue a full refund.
  • Item tags must be intact.
  • Items must unworn, unwashed, and free of perfume or odor.
  • We cannot resell items that don't meet this condition. 
  • If we find that the garment does not meet our return policy, we reserve the right to refuse exchange and damaged items will be sent back to you.
RETURNS
  • Customer is responsible for return shipping.
  • All items must be returned within 14 days postmark of notified delivery date.
  • All returns are subjected to $10 restocking fee per item that will be deducted from your refund amount. This covers ironing steaming and repacking the items and to pay our team a fair wage.
  • Items that have been exchanged once cannot be returned.
  • Please be mindful that items are unworn, unwashed, and free of perfume or odor.
  • We cannot resell items that don't meet this condition. Hemloya reserves the right to deny returns that do not meet this condition.
  • Returns past return window cannot be refunded and will be sent back to customer.
  • Only items purchased at a full price (non SALE event) is eligible for returns.

REFUND

  • Refund amount will be credited to the original form of payment used to make the purchase within 5-7 business days of receiving your return.
  • If you've purchased using Paypal, please check your Paypal account or their customer service regarding processing timeline/ questions.
  • Hemloya reserves the right to deny a return or refund if the merchandise does not meet the terms and conditions, return window, or our Return and Exchange Policy. 

WHAT CAN'T BE RETURNED/ EXCHANGED

  • Washed, worn, stained, or damaged pieces (originally defective pieces may be returned). 
  • Items that show visible wear (i.e. makeup stains, heavy perfume etc.) will be rejected.
  • Returns received that do not meet our return policy will not be refunded.
  • Hemloya reserves the right, at its sole discretion, to determine if returned merchandise is in salable condition.
  • Items marked as SALE are non-returnable. 
  • Past 14 day return/ exchange window. Items will be returned back to customer.

DEFECTS

  • We take great pride and care in making our clothing items. But due to its handmade nature sometimes mistakes happen. Please report any defect at hello@hemloya.com immediately after receiving it. We will try our best to make it right. However, we're unable to replace damaged items if it's reported past our 14 day return/exchange window.

INTERNATIONAL ORDERS

  • Please note, we're not able to accept international returns or exchanges at this time.
  • Please reach out to us at hello@hemloya.com for any sizing questions.
  • Customer is responsible for any import taxes and customs fees at their designated country.

ORDER CHANGES AND CANCELLATIONS

  • Order cancellations are accepted if we are notified within 24 hours of purchase. We're a made to order brand and this ensures fair wage to our artisans. 
  • Past the 24 hour period, we're unable to cancel any orders.
ORDER CONFIRMATION 
  • In addition to an order confirmation email, we will send you a shipping confirmation email. This email includes all USPS tracking and delivery details.

LOST OR STOLEN PACKAGES

  • We ship every order with USPS tracking. Once tracking is confirmed delivered, Hemloya is not responsible for lost, stolen, or misplaced packages.
  • Hemloya is not responsible for delays caused by USPS or any other shipping carrier.