Refund policy

Last Updated: August 19, 2026

This Refund Policy explains the return period, eligibility requirements, return procedures, refunds, replacements, and return shipping responsibilities for purchases made through www.hereloom.com.

For additional information, please review our Shipping Policy and Payment Terms.

1. Return Window

Returns can be requested within 30 days after the delivery date.

This 30-day return period applies to eligible returns, including customer remorse returns and items that arrive damaged, defective, or incorrect.

Customer remorse returns include:

  • Ordering the wrong item

  • Selecting the wrong size or color

  • Changing your mind

  • No longer wanting the item

All return requests must be submitted within 30 days after delivery.

2. Return Eligibility

To qualify for a return, an item must:

  • Be unused and unworn

  • Be in the same condition as received

  • Be returned with the original packaging and tags

  • Be accompanied by proof of purchase or order information

Non-Returnable Items

The following items are not eligible for return:

  • Items clearly identified as Final Sale or Non-Returnable on the product page before purchase

  • Custom-made or personalized products

  • Items that have been worn, washed, used, altered, or damaged by the customer after delivery

  • Items returned without the original packaging or tags

Items that arrive damaged, defective, or incorrect are handled under Section 5 and are not excluded from return because of their reported condition upon delivery.

3. How to Start a Return

To request a return, contact hello@hereloom.com within 30 days after delivery and provide:

  • Your order number

  • The item you wish to return

  • The reason for the return

Our customer support team reviews return requests within 1–2 business days.

If the return meets the eligibility requirements, we will provide return authorization instructions, including the designated return address.

Do not return an item before receiving return authorization instructions.

Send the return only to the designated return address provided by our customer support team.

4. Customer Remorse Returns

Customer remorse returns include returns resulting from customer preference, such as:

  • Ordering the wrong item

  • Selecting the wrong size or color

  • Changing your mind

  • No longer wanting the item

For customer remorse returns, the customer is responsible for the cost of shipping the item back to the designated return address.

Hereloom provides free standard shipping on orders shipped within the United States. Customers are not charged an original standard shipping fee for these orders.

Hereloom does not charge restocking fees for eligible returns.

Use a trackable shipping service for customer remorse returns. The customer is responsible for the return package until it is delivered to the designated return address.

5. Defective, Damaged, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or incorrect, contact hello@hereloom.com within 30 days after the delivery date.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs showing the item and the reported damage, defect, or incorrect product

  • Photographs of the packaging when the issue involves shipping damage or packaging

After the issue is reviewed and confirmed, Hereloom will provide:

  • A replacement at no additional product or shipping cost; or

  • A refund to the original payment method

If the item must be returned, Hereloom will provide return instructions and cover the return shipping cost.

Damaged, defective, and incorrect items are covered by the same 30-day return period described in Section 1.

6. Refunds

Returned items are inspected after delivery to the designated return address.

If the returned item meets the requirements of this Refund Policy, Hereloom will issue the refund to the original payment method within 3–7 business days after the returned item has been inspected and approved.

After Hereloom issues the refund, the time required for the refunded amount to appear in your account is determined by your bank, card issuer, or payment provider.

Returned items that do not meet the eligibility requirements listed in Section 2 are not eligible for a refund.

If information required to process a return or refund is missing, our customer support team will contact you using the contact information associated with the order.

7. Late or Missing Refunds

If Hereloom has confirmed that a refund was issued but the refunded amount has not appeared in your account:

  1. Check the original payment account used for the order.

  2. Contact your bank, card issuer, or payment provider to confirm the processing status.

  3. Contact Hereloom if the refund is still not visible after your financial institution has completed its processing period.

For further assistance, contact hello@hereloom.com and include your order number.

8. Exchanges and Replacements

Direct exchanges are not available.

For customer remorse returns, eligible items can be returned in accordance with this Refund Policy.

After the return has been received and processed, a new order can be placed for the preferred size, color, style, or product.

If an item is confirmed to be damaged, defective, or incorrect upon delivery, Hereloom will provide a replacement or a refund to the original payment method.

If the replacement item is unavailable, Hereloom will issue a refund to the original payment method.

9. Contact Information

  • Store Name: Hereloom

  • Business Address: 75 Stone Wall Way, Hiram, GA 30141, United States

  • Phone: +1 (917) 888-6960

  • Email: hello@hereloom.com

  • Support Hours: Monday – Saturday: 9:00 AM – 6:00 PM ET; Sunday and U.S. Public Holidays: Closed

  • Response Time: Customer inquiries are answered within 1–2 business days.