Refund policy
This page explains the Return and Refund Policy for By Hayley.
We want you to shop with confidence for women’s and men’s fashion at By Hayley. If your order is not quite right, we aim to make the return and refund process as simple and transparent as possible.
30 Day Return Window
You may return eligible items within 30 days of receiving your order.
To qualify for a return, items must meet the following conditions:
- The item must be unworn, unused, and in its original condition
- All original tags, labels, and packaging must still be included
- Any accessories that were included with the item must also be returned
If you need help at any stage, our customer support team is available to assist you.
Return Costs
Incorrect, defective, or damaged items
If the item you received is faulty, damaged, or different from what you ordered:
- We will cover the cost of return shipping
- We will offer either a replacement or a refund, depending on stock availability and your preference
The currency applicable to this policy is USD.
We do not charge any restocking fees.
Change of mind, sizing issues, or style preference
If you decide that the item is not suitable for you for personal reasons, such as size, fit, colour, or style:
- You are responsible for the return shipping costs
- Any original shipping charges, if applicable, are non-refundable
How to Return an Item
1. Contact us
Please email us at contact@by-hayley.com and include your order number together with the reason for the return.
2. Prepare your return
Please pack the item securely, preferably in the original packaging, and include all tags, accessories, and any documents that came with it.
3. Send the parcel back
Once your return request has been reviewed, we will send you the return instructions.
Please follow the instructions in your return authorisation email and hand the parcel to the indicated shipping carrier.
Refunds
After we receive your returned item, we will inspect it to confirm that it meets the return requirements.
If the return is approved, your refund will be issued to the original payment method used for the purchase.
Please allow up to 7 days for the refund to appear, depending on your bank or payment provider.
Exchanges
If you would like to exchange an item for a different size, colour, or another product, please contact us before sending anything back.
We will confirm whether the requested item is available and explain the next steps for arranging the exchange.
Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return. This may include items such as underwear, swimwear, or selected accessories, depending on hygiene standards and applicable regulations.
Where this applies, the item will be clearly identified as non-returnable in the product description on our website.
Questions and Further Assistance
If you have any questions about returns, refunds, or exchanges, you can:
Contact Information
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.