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 currently 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 applicable 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 may be eligible to return it within our 30 day return period, provided that it meets the return conditions.
Returned items must be:
- unworn and unused
- in original condition
- returned with all tags still attached
Please refer to our Return and Refund Policy for the full terms and return instructions.
When will I receive my refund?
Once your return has been received and inspected, we will process your refund as soon as possible.
Approved refunds are usually returned to the original payment method within 7 business days, depending on your bank or payment provider.
How do I choose the right size?
Most product pages include a size chart or measurements to help you select the correct size.
We recommend that you:
- review the size guide carefully
- think about whether you prefer a closer fit or a looser fit
- contact us if you are unsure, as we are happy to help where possible
Can I exchange an item for another size or colour?
In many cases, yes.
An exchange may be possible if the item is:
- returned in its original condition
- sent back within our return period
Please contact us before returning the item so we can check availability and explain the exchange process.
Do you ship internationally?
At this time, we only accept orders for delivery within the United States.
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. Where tracking is available, this email will include your tracking details.
You can use that information to follow the progress of your parcel until it is delivered.
How can I contact customer support?
You can reach our customer service team by email or through the contact form on our website.
Store name: By Hayley
Email: contact@by-hayley.com
Phone: +1 9177353044
By Hayley is operated by SLCollective Limited.
US fulfilment partner location:
220 36th St, Brooklyn, NY 11232, United States
Business Name: SLCollective Limited
Business Registration Number: 78238500
Business address: 99 Queen’s Road Central, Central, Hong Kong
Customer service hours:
Monday to Saturday
9:00 AM – 5:00 PM (ET)
We aim to respond to emails within 48 hours.