It Is possible to return items, but the policy varies depending if they are sold by a private seller, a professional seller or if they are 'Managed by Hewi'
Buying from Private Sellers
- Private sellers do not have to accept returns unless we find that the item, once received by the buyer, is not as it was described in the listing.
- 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.
- If you find an item is not quite right after it has been delivered, you may request a return in your account. You have 14 days from the date the order was placed to make your return request.
- When ordering an item from a different country, please check the details for any additional taxes, fees or import duties that you may still need to pay. You can find our more about this here.
Buying from Professional Sellers
- Professional sellers accept returns, but 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.
- The buyer is responsible for paying for the return shipping, unless we find the item is not as described in the listing.
- If the seller accepts returns or you realise an item is not quite right after it has been delivered, you may request a return in your account. You have 14 days from the date the order was placed to make your return request.
- When ordering an item from a different country, please check the details for any additional taxes, fees or import duties that you may still need to pay. You can find our more about this here.
Buying items 'Managed by Hewi'
- Items bought through the VIP service can be returned 14 days from the date the order was placed. Go to your account and request a return.
Posting Returns
- Any item being returned must be unworn, unused and not damaged in any way. If there are any signs of use then we may not be able to process a refund may be refused and the item sent back to the buyer.
- You need to make sure the item is securely packaged and in the condition you received it in. You must use a tracked delivery service, so it is insured and we can keep an eye on it. This also means if the package goes missing, it's easier for us to locate and means we can still arrange a refund.
- We cannot process a refund if your parcel goes missing using an untracked delivery service.
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 these items.
Damaged or defective Items
Sometimes items can be defective, get damaged in the post or not match the listing on the site. If anything isn't as you expected it to be, 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?