Refund policy

Our Commitment to You

By Hailey Rose is operated by AD Global Group LLC. Shopping online should feel safe and straightforward. At By Hailey Rose, we want every order to be an experience you're happy with. This policy explains how returns and refunds work, and it's designed to be clear and fair — in line with applicable UK consumer protection law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

By placing an order on our website, you confirm that you've read and agreed to the terms below. This is referenced at checkout and included in your order confirmation email. Nothing in this policy affects your statutory rights as a consumer.

Return Window

You have the legal right to cancel your order for any reason within 14 calendar days of receiving your item(s), and a further 14 days to send the item(s) back to us once you've told us you want to cancel. As a courtesy, we apply this same 14-day window as our standard return policy for exchanges, refunds, and change-of-mind returns.

Return Eligibility

To qualify for a return and refund, all of the following must apply:

The item has not been worn, washed, or used (beyond trying it on as you would in a shop)
All original tags and packaging are intact
Your return request was submitted within the 14-day window by email

Items that don't meet these requirements may be declined or, where permitted by law, subject to a deduction for reduced value.

Items We Cannot Accept Back

The following are not eligible for return or refund:

Lingerie, swimwear, and bodysuits where the hygiene seal has been removed or broken (for hygiene reasons)
Gift cards

Please note: under UK consumer law, your statutory 14-day right to cancel generally still applies even to items marked "Final Sale" or "Clearance," unless they fall under a specific legal exemption (such as hygiene-sealed goods above, or made-to-order/personalised items). If you're unsure whether an item qualifies, get in touch before ordering and we're happy to clarify.

Sizing & Product Expectations

We encourage you to check our Size Guide before ordering. Because our garments are produced by hand, a size variation of 1–3 cm (+/-) is normal and falls within accepted industry tolerances — this is not considered a defect.

Similarly, slight differences in colour appearance due to your screen settings, lighting, or device are not, on their own, grounds for a return under the "not as described" standard.

How to Start a Return

Step 1 – Get in Touch

Send us an email within your 14-day return window. Please include:

Your order number
Which item(s) you'd like to return
A short explanation of why
Photos of all sides of the item(s)

We'll get back to you within 1–2 business days with further instructions. Returns sent without prior approval will not be accepted.

Step 2 – Shipping Your Return

Once your return is approved, pack the item(s) securely and ship to the address we provide. A few things to keep in mind:

Return shipping costs are your responsibility, unless the item is faulty, damaged, or not as described
We recommend a tracked service — we cannot be held responsible for items lost on their way back to us
If your item arrived damaged or defective, we'll take care of the return shipping cost

Step 3 – Getting Your Refund

After we receive and inspect your return, we'll send you a confirmation email. In line with UK law, approved refunds are issued to your original payment method within 14 days of us receiving the item back (or, if earlier, within 14 days of you providing evidence that you've sent it back). Please note that original standard shipping costs are non-refundable where you are returning for a change of mind, and any customs or import fees already paid may be deducted at our discretion.

Prefer to Keep the Item? Partial Refund or Store Credit

For customers who are unhappy with their order due to fit or style — particularly international customers where return shipping is costly — we offer an alternative: keep the item and receive a partial refund or store credit instead. Just mention this preference when you reach out, and we'll work something out. This is offered in addition to, not instead of, your statutory rights.

Damaged or Defective Items

If something arrives broken or faulty, please contact us within 48 hours of delivery via our Contact Form. Include your order number and clear photos showing the damage or defect. Under the Consumer Rights Act 2015, you're entitled to a repair, replacement, or refund for faulty goods, and we'll offer the appropriate resolution. Claims raised after 48 hours are still covered by your statutory rights — we simply ask you to reach out as soon as possible so we can help quickly.

"Not as Described" Claims

If you feel your item is significantly different from what was shown on our website, reach out with photos and a detailed explanation. We may ask for additional information before making a decision.

Please note the following are not, on their own, considered "not as described":

Minor colour variation due to screen or lighting differences
Size differences of 1–3 cm (within standard manufacturing tolerances)
Personal dissatisfaction with fabric feel or style preference

Where a genuine manufacturing defect or fulfilment error is confirmed, we'll make it right with a full refund, replacement, or store credit.

Package Marked Delivered but Missing

If your tracking shows delivery but you haven't received your package, please be aware that once a carrier marks an order as delivered, responsibility for that final delivery step generally lies with them. We recommend:

Filing a formal claim with your local carrier (e.g. Royal Mail, Evri, DPD) and noting the reference number
Checking with neighbours, building management, or other household members
Filing a police report if theft may be involved

We're unable to issue refunds or replacements for packages confirmed as delivered unless the carrier formally acknowledges a delivery error after completing their investigation.

Returned to Sender

If your package is sent back to us due to an incorrect address, refused delivery, or not being claimed, the following applies:

Refunds are only issued once the item is back at our facility
A 25% restocking fee will be deducted from your refund
Original shipping costs are non-refundable

Please double-check your shipping address before completing your order.

Chargebacks & Disputes

We always prefer to resolve issues directly with you before a chargeback or Section 75 claim is filed. If you reach out, we'll do our best to find a fair solution quickly.

If a chargeback is initiated without prior contact, we'll submit all relevant documentation to your bank or card provider — including our policy, order confirmation, tracking details, and any prior communications. Customers who bypass our support process may be restricted from future orders.

Chargeback and Section 75 outcomes are ultimately determined by your bank, card provider, or payment network, in line with their policies and applicable UK payment regulations.

Refund Timeline Summary

Refunds are processed within 14 days of receiving and inspecting your return, in line with UK consumer law
Refunds go back to your original payment method
You'll receive a confirmation email once your refund is processed
If your refund hasn't appeared after 14 business days, contact your bank or card provider directly

Contact

For any return, refund, or order question, please reach out via email or our Contact Form and we'll get back to you within 1–2 business days.

Refund policy

Company Information

Categories

Store Policies

Company

Follow Us