Refund policy

Please note: personalised and custom-made items (including mugs with custom names or colours) are non-refundable. As these items are made to order based on the details you provide, we are unable to offer refunds or exchanges if an incorrect name or colour is submitted. Please double-check your personalisation details before placing your order. If your item arrives damaged or we have made an error on our end, please contact us within 7 days of receiving it and we'll make it right.

 

ANY ISSUES NEED TO HAVE PHOTOS SENT ASAP IN ORGINAL STATE

For all other items, our standard 30-day return policy applies as outlined below.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping costs are at the buyer's expense. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit. 
To start a return, you can contact us at hailesandco@gmail.com.

If your return is accepted, we’ll send you a return address.

You can always contact us for any return question at hailesandco@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom products (such as special orders or personalized items) will not be refunded if it shows the buyer is at fault.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hailesandco@gmail.com.