FAQ
Frequently Asked Questions
Below you can find answers to some of the most common questions about shopping with By Hayley.
How long does delivery take?
Orders are typically processed and dispatched within 1 to 2 business days.
After dispatch, delivery usually takes around 5 to 8 business days. In most cases, orders arrive within approximately 6 to 10 business days from the date the order is placed.
For more detailed delivery information, please see our Shipping Policy.
Do you offer free shipping?
Yes, we offer free shipping on all orders.
For the latest details, please refer to our Shipping Policy or review the information shown at checkout.
Where is By Hayley based?
By Hayley is operated by SLCollective Limited and runs as an online fashion store.
We sell exclusively online, which helps us keep our collections current and our pricing competitive.
What should I do if I receive a damaged or faulty item?
If your item arrives damaged, defective, or not as expected, please contact us within 30 days of delivery.
We may ask you to provide photos so we can review the issue properly. If your request is approved, we will help you with a suitable solution in accordance with our policy and your statutory rights.
More information can be found in our Return and Refund Policy.
Can I cancel my order after placing it?
If you need to cancel or update your order, please contact us as soon as possible.
We may be able to make changes if the order has not yet been processed or dispatched. Once the order has been prepared or shipped, cancellation is no longer possible, although you may still be able to return the item under our Return and Refund Policy.
What is your return policy?
If your item is not the right fit, not what you expected, or you are otherwise not fully satisfied, you can return it within 30 days of receiving your order, provided it meets the return conditions.
Returned items must be:
- unworn, unwashed and unused
- in original condition
- returned with all tags still attached
For change-of-mind returns, you pay the return postage. For faulty, damaged or incorrect items, we cover it.
For more information about eligibility, return timeframes, and refund processing, please review our Return and Refund Policy.
When will I receive my refund?
We process approved refunds within 7 days of receiving your return. Refunds go to your original payment method, and your bank or card provider may take a few additional business days to show it.
How do I choose the right size?
We recommend that you:
- read the fit and sizing notes in the product description
- think about whether you prefer a closer fit or a looser fit
- contact us if you are unsure, as we are happy to help
Can I exchange an item for another size or colour?
In many cases, yes. Start an exchange request through our Returns Portal. The item must be in its original condition and within our 30-day return period. Exchanges depend on stock availability.
Do you ship internationally?
We currently deliver to the United Kingdom only.
For the most up-to-date delivery information, please review our Shipping Policy or check the details shown at checkout.
Do you have a physical store?
No, By Hayley operates exclusively online.
Can I place a bulk or group order?
Yes. If you would like to place a larger order, for example for an event, team, or organisation, please contact our customer support team with the details of your request.
We will let you know about stock availability, expected lead times, and whether any discounts may apply.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details. You can also follow your order on our Track Your Order page.
How can I contact customer support?
You can reach our customer service team by email, by phone, or through the contact form on our website.
Store name: By Hayley
Email: contact@by-hayley.com
Phone: +44 7848 491832
By Hayley is operated by SLCollective Limited.
Business Name: SLCollective Limited
Business Registration Number: 78238500
Business address: Unit 2904-05, 29/F Universal Trade Centre No. 3 Arbuthnot Road Central Hong Kong
Customer service hours:
Monday to Saturday
9:00 AM – 5:00 PM (GMT+0)
We aim to respond to emails within 48 hours.