Whether it's possible to return an item depends on the type of seller who sold it, their individual returns policy and the reason for return.
Buying from Private Sellers
- Some private sellers opt to accept returns, however they are not obliged to unless we find that the item, once received by the buyer, is not as it was described in the listing. You can find a seller's returns policy in any of their item listings under the 'Shipping and Returns' tab on the bottom right hand side of the page.
- Before placing an order, it’s best to ask the seller if you have any questions regarding the size, colour or any other details about the item.
- You can place a return request by visiting the buying section of your account and finding the appropriate order. You have 14 days after the delivery date to request a return, whether it's accepted or not will depend on the individual seller's return policy and the reason for the return.
- If you do not hear back from the seller and believe that you are entitled to a return, please reach out to customer services on live chat or via email (customercare@hardlyeverwornit.com).
- When ordering an item from a different country, please check the item location details as this will indicate whether additional taxes, fees or import duties may be charged upon delivery. You can find out more about this here.
Buying from Professional Sellers
- Professional sellers are obliged to accept returns, however before placing an order it’s best to ask them if you have any questions regarding the size, colour or any other details about the item. This will help to minimise the risk of having to return an unsuitable item.
- You can find a seller's returns policy in any of their item listings under the 'Shipping and Returns' tab on the bottom right hand side of the page.
- You can place a return request by visiting the buying section of your account and finding the appropriate order. You have 14 days after the delivery date to request a return and send the item back.
- The buyer is responsible for paying for the return shipping, unless we find the item is not as described in the listing.
- When ordering an item from a different country, please check the item location details as this will indicate whether additional taxes, fees or import duties may be charged upon delivery. You can find out more about this here.
Buying items 'Managed by Hewi'
- Items bought through the 'Managed by Hewi' service, indicated by the Hewi logo on item listings, may be returned up to 14 days after the date the item was delivered. Simply go to the buying section of your account, request a return on the relevant order and ship the item back to us. Please note that shipping costs will not be refunded unless the item is not as described.
Posting Returns
- Any item being returned must be unworn, unused and not damaged in any way. If 'Do Not Remove' tags are present then they must not be removed or tampered with. If there are any signs of use then the return may be refused and the item sent back to the buyer. Make sure to package the item securely to minimise the risk of damage during transit.
- It is the buyer's sole responsibility to ensure that the item is safely returned to the seller. We encourage the use of tracked and insured delivery services for peace of mind. A refund cannot be processed until the item has been safely returned.
Non-refundable items
For hygiene reasons, it is not possible to return hats, underwear and swimwear items. We are not able to process any refunds for these items.
Damaged or defective Items
Very rarely, items can get damaged in the post or not match the listing on the site. If anything isn't as you expected it to be, please get in touch with the Hewi team as soon as possible. We’ll be able to help resolve any queries, complaints or disputes. Live chat us or email customercare@hardlyeverwornit.com
Authenticity
Authenticity is really important to us. If you think the item you've bought is not genuine, details of how to report it can be found here.
Re-listing items that can't be returned
The following article will give you more information about re-listing items: Can I re-list an item if the seller won't accept a return?