Returns Policy

Worried the fit or style won’t be quite right? You can request a return or exchange within 30 days of delivery—here’s the simple, step-by-step plan.

What you need to know

• Return window: 30 days from the delivery date.
• Eligible reasons: defective, damaged, wrong item, wrong size shipped, or significantly different from description; change-of-mind and fit issues are accepted if condition requirements are met.
• Condition: unused, unwashed, with original tags and packaging (where possible).
• Photos required: clear images of the issue, the size tag, and full front/back of the item.
• Who pays return shipping: we cover it when it’s our error; customers cover it for change-of-mind or fit returns.
• Exchanges offered when inventory is available.
• No restocking fees. Original shipping is refunded only if we’re at fault.
• Approval and response time: we reply within 1 business day with next steps.

Return window: 30 days from delivery

Return scenarios at a glance

Scenario	Who pays return shipping?	Original shipping fee refunded?	Refund/Exchange
Our error (defective, damaged, wrong item/size shipped, or not as described)	Hilasoftt	Yes	Refund to original payment method or exchange (your choice, stock permitting)
Change of mind or fit	Customer	No	Refund to original payment method or exchange (stock permitting)

Item condition requirements

• Items must be unused, unwashed, and free of odors or stains.
• Include all original tags attached and any accessories or packaging where possible.
• Try-ons are fine—wearing an item out, washing, or altering it voids eligibility.

Items we cannot accept

• Used, worn, washed, or altered items.
• Items missing original tags or components.
• Returns based solely on minor cosmetic variations (for example, slight color tone differences due to screen settings).

Photo/proof requirements

• Clear, well-lit photos of the specific issue or defect (close-up).
• A photo of the size tag.
• Full front and back photos of the garment.
• If damaged in transit, include photos of the packaging.

How to request a return or exchange

1. Email [email protected] from the email used on your order.
2. Include your order number and delivery date.
3. Tell us the reason for the request and your preferred resolution (refund or exchange, plus size/color if applicable).
4. Attach the required photos listed above.
5. We’ll review and reply within 1 business day with approval status and return instructions. If it’s our error, we’ll outline the covered return method in that email.
6. Ship the item using a trackable service and keep your proof of postage. Follow the instructions provided in your approval email.

Exchanges

Exchanges are available for eligible items when inventory allows. If the requested item is unavailable, we’ll proceed with a refund to your original payment method in USD.

After we receive your return

• Inspection and processing: 5-7 business days after the item arrives at our facility.
• Refund speed: Financial institutions typically post refunds within 5-10 business days after processing.
• Original shipping fees: Refunded only if the return is due to our error.

Contact us

Need guidance before you send anything back? We’ll help you choose the smoothest path.

• Email: [email protected]
• Business address: 10 SELKIRK STREET TINGALPA 4173