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 is eligible for returns.
  
• All SALE items are eligible for exchange or store credit only. Sale items are not eligible for return.
  
• Sale items can be exchanged for a different size or item in the same style/ category or issued store credit.
  
• If requested exchange item size/ color is unavailable, customer will be issued store credit.
• We cannot adjust or grant partial refund on items purchased previous to the SALE window or price change.

EXCHANGES (US Customers)

• Exchanges are Free and we'll send you pre paid label to send the item back to us. 
• Exchanges must be made within 14 days of delivery date.
• To initiate exchange please reach out to us at hello@hemloya.com and we'll send you the details along with a prepaid label. Once we receive the original item back, we'll ship out your exchange item.
• Item tags must be intact.
• Items must unworn, unwashed, and free of perfume, odor, or pet hair.
• 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.
• First exchange is on us. If additional exchange is needed to remedy fit issues customer is responsible for covering second exchange shipping cost. 

RETURNS (US Customers)

• Return shipping is customer's responsibility.
• All items must be returned within 14 days postmark of notified delivery date.
• All returns are subjected to $15 restocking fee per item (exchanges do not incur this fee) 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 previously exchanged can returned for store credit only. 
• 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 received past 14 day return window cannot be refunded and will be sent back to customer or issued store credit.
• Only items purchased at a full price (non SALE event) is eligible for returns.

Hemloya Return Address:

We're located in Ballard, Seattle. And only process returns via mail. We do not take in person drop in returns. Please reach out to hello@hemloya.com for the exchanges/ return address and details. Hemloya is not responsible for lost return packages sent to the wrong address.

INTERNATIONAL ORDERS (Canada, UK, Europe, Australia, New Zealand) 

• We're happy to start a return or exchange on international orders. 
• Please note, customer is responsible for return or exchange shipping.
  
• Please reach out to us at hello@hemloya.com to begin this process.
• For any sizing questions please reach out to hello@hemloya.com so we can provide you a hassle free experience.
• Customer is responsible for any import taxes, duties, and customs fees at their designated country.

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, or Shop please follow up with 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, pet hair 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 and replace any damaged item free of charge.
• We're unable to replace damaged items if it's reported past our 14 day return/exchange window.

ORDER CHANGES AND CANCELLATIONS

• Order cancellations are accepted if we are notified within 12 hours of purchase. We're a small sustainable brand and this ensures fair wage to our team who are fulfilling your orders. 
• Past the 12 hour period, we're unable to cancel any orders as our team is already in the process of packing your order.
• A cancellation fee of $15 per item will deducted from your refund amount. This covers credit card processing fees plus cost to restock items which we can't recover from cancelled item.

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 to your address, Hemloya is not responsible for lost, stolen, or misplaced packages there after.
• Hemloya is not responsible for delays caused by USPS or any other shipping carrier.