Return Policy

Return Eligibility

We want you to be completely satisfied with your HIERA purchase. You may return most items within 30 days of delivery, provided they meet the following conditions:

• Items must be in their original, unworn, and unused condition
• All original tags and labels must be attached
• Items must be returned in their original HIERA packaging
• Proof of purchase (order confirmation or receipt) is required

Non-Returnable Items

The following items cannot be returned or exchanged:

• Items marked as "Final Sale" at the time of purchase
• Personalized or custom-made items
• Intimate apparel and swimwear (for hygiene reasons)
• Items that have been altered, washed, or damaged by the customer
• Gift cards

Return Process

To initiate a return, please follow these steps:

1. Log into your HIERA account and navigate to your order history
2. Select the order and items you wish to return
3. Choose your reason for return and submit the request
4. You will receive a return authorization email with instructions
5. Pack the items securely in the original packaging
6. Ship the package using the provided return label or your preferred carrier

For orders placed as a guest, please contact our customer service team at [email protected] to initiate your return.

Refund Processing

Once we receive and inspect your returned items, we will process your refund:

• Refunds are issued to the original payment method
• Processing time: 5-10 business days after we receive the return
• You will receive an email confirmation once the refund has been processed
• Shipping costs are non-refundable unless the return is due to our error
• For returns due to defective or incorrect items, we will also refund return shipping costs

Exchanges

We currently process exchanges as a return followed by a new order. To exchange an item:

1. Submit a return request for the original item
2. Place a new order for the desired item
3. Your refund will be processed once we receive the returned item

This ensures the fastest processing and guarantees availability of your desired item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery:

• Take clear photos of the damage or defect
• Contact our customer service at [email protected] with your order number and photos
• We will arrange a free return pickup and send a replacement or issue a full refund
• No return shipping costs apply for damaged or defective items

We sincerely apologize for any inconvenience and will resolve the issue as quickly as possible.