Refund & Returns Policy

1. Return window

You may return eligible items for a full refund within 30 days of the delivery date shown in your carrier tracking. The return must be postmarked on or before day 30; it does not need to have arrived back with us by then.

If day 30 falls on a weekend or US federal holiday, you have until the next business day.

2. Condition requirements

To be accepted, returned items must be:

• Unworn and unwashed. Trying something on is expected; wearing it out is not.
• Tagged. The original price tag and any brand tags must still be attached.
• Free of wear marks. Deodorant, makeup, perfume, smoke, pet hair or pilling from wear make an item unsellable.
• Complete. Include anything that came with the item — belts, dust bags, hard cases, cleaning cloths, earring backs.

We inspect every return. If an item arrives outside these conditions, we contact you before doing anything: you can have it shipped back to you at no cost, or we can issue a partial refund if you prefer. We do not quietly reject returns.

3. What cannot be returned

• Intimates and swimwear once the hygiene liner has been removed.
• Pierced jewelry, including earrings, unless it arrives faulty or damaged.
• Final sale items. These are clearly marked as final sale on the product page, in the cart, and on your order confirmation, before you buy.
• Gift cards, which are not redeemable for cash except where state law requires it.
• Items returned after day 30, unless the item is faulty — see section 8.

Nothing else is excluded. There is no separate list of "non-returnable categories" hidden elsewhere in our terms.

4. How to start a return

1. Email us. Write to orders@hollisandhem.com with your order number and which items you are returning. You can also use the contact form and choose “A return or exchange”.
2. We reply with a label. Within 1 business day you will receive a prepaid USPS return label and a short set of instructions.
3. Pack the items. Reuse the original mailer if it is intact; any sturdy mailer is fine. Include the packing slip, or write your order number on a slip of paper.
4. Drop it off. Any USPS location or collection box. Keep the drop-off receipt until your refund lands.
5. We confirm. We email you when the return arrives, and again when the refund is issued.

You do not need an account, an app, or a returns portal login to do any of this.

5. Who pays return shipping

We do not charge a restocking fee, and we do not deduct the original outbound shipping cost from your refund.

6. Refunds and timing

Refunds are issued to the original payment method. Once your return arrives at our warehouse, we inspect it and issue the refund 5–10 business days after we receive your return.

After we issue it, your bank or card network needs its own time to post the credit to your statement — typically 2–5 business days for cards and 1–3 business days for PayPal. We email you on the day the refund is sent, so you have a date to reference if you need to ask your bank.

Your refund includes the price you paid for the returned items plus the sales tax charged on them. Shipping charges you paid on the original order are refunded only when the whole order is returned, or when the return is our fault.

7. Exchanges

Exchanges are available within the same 30-day window, for a different size or color of the same style, subject to stock.

Tell us what you want when you start the return and we will reserve it for 14 days while your parcel is in transit. The replacement ships free, on Standard service. If the size or color you want is unavailable, we refund instead and tell you rather than substituting something else.

8. Damaged, faulty or wrong items

If an item arrives damaged, has a manufacturing fault, or is not what you ordered:

1. Email orders@hollisandhem.com with your order number and a photograph of the problem.
2. We reply within 1 business day with a prepaid label and, where stock allows, we ship a replacement immediately rather than waiting for the return.
3. If no replacement is available, we refund in full, including all shipping paid.

Manufacturing faults — a seam that opens, a zipper that fails, a button that was never secured — are covered for six months from delivery, beyond the normal return window. Normal wear, damage from washing against the care instructions, and accidental damage are not covered.

9. Late or missing refunds

If more than 10 business days have passed since we emailed you that a refund was issued and you still do not see it:

1. Check the statement for the exact card used at checkout, including any expired card that was replaced.
2. Contact your bank or card issuer and ask about pending credits.
3. If it is still missing, email support@hollisandhem.com. We will send the refund reference number and work with you until it is resolved.

10. Gift returns

If you received an item as a gift, email orders@hollisandhem.com with the order number from the gift receipt. We will issue a prepaid label and refund the value to a store credit in your name, so the original purchaser is not notified. If you would rather have the refund go back to the purchaser's payment method, we can do that instead — just say so.

11. Changes to this policy

If we change this policy, the version in force on the date you placed your order is the one that applies to that order. The effective date at the top of this page tells you which version you are reading. Previous versions are available on request.