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Thank you for visiting Hello My Love. We understand that buying things online sometimes don't go as planned, but no sweat, it happens!
As of June 2020 you are not required anymore to send us a return request by email. Some customers have received an old version of our packaging slip. Please ignore the return information stated on the packaging slip.
Please follow the new return instructions below and make sure to read our full return policy before returning your order.
➤ WHAT IS THE RETURN PERIOD?
Item(s) can be returned within 14 days after delivery. The item must be received in original condition - unworn, unwashed, with all tags still attached. Note: Items from our FINAL SALE-category, earrings and face masks cannot be returned!
➤ HOW CAN RETURN MY ORDER?
Follow the steps below to return your order:
To send something back to us, you yourself can choose how you do this. We recommend to send your order back with a trackable shipping method.
➤ WHICH ITEMS CAN NOT BE RETURNED?
Due to hygienic reasons we do not accept returns of earrings and face masks.
Furthermore, items from our Final Sale-category cannot be returned. This is also stated in the product description and article number of the concerning item on the product page and packaging slip.
➤ I HAVE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
We are so sorry for the inconvenience! We treat this matter with the highest priority and try to resolve it together with you. Please send an email to [email protected] with the following details:
- Order number
- Picture of the faulty item
- Preferable resolution
➤ HOW CAN I EXCHANGE AN ITEM?
Send an email to [email protected] with the following details:
We will check if it is in stock and let you know the exchange procedure.
The shipping costs of the return is at your own expense, however you do not need to pay again for the shipping costs to receive the new item.
➤ WILL I RECEIVE A FULL REFUND?
For Dutch citizens: When you return all items from your order, you will receive a full refund (so the total amount you paid for your order). When you return a part of your order, you will only receive a refund of the amount you paid for item.
For all citizens abroad: When you return your full or partial order, the shipping costs will not be refunded. You will only receive a refund of the amount you paid for the item.
➤ IS THE SHIPPING COSTS FOR MY RETURN COVERED?
We do not cover the shipping costs for your return. It is at your own expense.
➤ WHICH SHIPPING METHOD/COMPANY SHOULD I CHOOSE TO SEND MY ORDER BACK?
To send something back to us, you yourself can choose how you do this.
We recommend to return the item(s) with tracking information and obtain a proof postage from the Post Office.
Make sure to keep the proof of postage (the receipt with tracking number on it) until your return has been fully processed. We can ask for the proof of postage if your return package seems to be lost on its way back to Hello My Love. We can only issue a refund if you can show us a proof of postage.
We are also not responsible for items that are lost when the following occurs:
- Wrong return address.
➤ WHAT ARE THE CONDITIONS OF GUARANTEE?
Hello My Love gives a guarantee up to 30 days AFTER RECEIVING the product (so not 30 days of use).
We don't give guarantees to the following:
- Massive deterioration
- Ignoration of wash advice
- Water, fall or deterioration due to hitting it
- Discolouration of jewelry (please read our Jewelry Care page for care tips)
Make sure to check and test the product directly after receiving it! Once the 30 days have past, no claim can be made.
➤ WHEN WILL I RECEIVE MY REFUND?
If we have received your return within the return period and it is in line with our return policy as listed above, you will receive your refund.
Your return will be processed within 14 days after the day that we have received your return. Refunds will appear back to the original payment. You will be notified by email once your return is fully processed.
It depends on your payment method and bank, how long it takes till the refund is visible on your account AFTER we have send you an email:
Hello My Love reserves the right to deny a credit note if items are outside the terms of our returns policy.
If you require clarification or have any questions, please contact us at [email protected]
We will answer your email as soon as possible!