Before lodging a submission, please read the return policy, then submit a request below. Please ensure your name, order number, product description and address are present. Please attach your proof of purchase and if required, other images.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Please ensure you select your items carefully as a return cannot be made for a simple change of mind, e.g. colour.
To be eligible for a return, your item must be unused and in the same condition that you received it. A returned item must be consistent with the following conditions:
- It must be in the original packaging.
- Gift Cards are exempt from being returned.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Hemm has strict quality inspection protocols to avoid such issues, however in the unlikely event of a possible faulty product it must be not as described in the product photos/ description at time of purchase.
Your package has potential to be handled by multiple people in transit, so a crinkled packaging and crease in the garment is possible and does not constitute a fault.
Note that if an item has been handled by the customer not in accordance with the care instructions/ symbols it is also not a fault.
If you consider your item to be faulty please submit via the above form for review.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via email correspondence within the above submission form or the chain of communications previously established.
Only full priced items may be refunded. Sale items are final, and cannot be refunded, exchanged or returned.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please submit a request above.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
In the matter of a change of size request, all associated return freight costs will be at the cost of the customer. A size exchange is subject to the current stock availability of the item. After contacting us with your request we can inform you of the availability and/or a possible restock time frame.
Hemm Clothing will cover the cost of return if a product is deemed to be faulty*. In this case a store credit or refund can be issued for the value of the shipping return and the item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.