Refund policy
This page explains the Return and Refund Policy for By Hayley. It does not affect your statutory rights under UK consumer law.
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 GBP.
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. Start your return
-
Start your return through our online Returns Portal. Enter your order details and select the item and reason for your 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.
- Once we receive your return, we inspect it and process approved refunds within 7 days. Refunds are made to your original payment method in GBP. Your bank or card provider may take a few additional business days to show the refund.
Exchanges
- To exchange an item for a different size or colour, start a request through the Returns Portal. Exchanges depend on stock availability.
Non-Returnable Items
- For hygiene reasons, some items cannot be returned once opened or worn. Where this applies, it is stated clearly on the product page.
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: +44 7848491832
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.