Hilwa’s Boutique – Returns & Exchanges Policy

 

At Hilwa’s Boutique, we want you to love your purchase. If for any reason you are not satisfied, you may return or exchange your items within 15 days from the date of delivery, provided they meet our return policy conditions. No exceptions will be accepted after this period.

1. Eligibility for Returns & Exchanges

To qualify for a return or exchange:

• Items must be unworn, unwashed, unmarked, unaltered, and undamaged, with original tags attached.
• Items returned with makeup, stains, scents, or any other markings will not be accepted.
• Each item has a return tag attached as a seal. If the tag is removed, cut, or tampered with, the item is ineligible for return.
• Items sent to us by mistake, with the wrong label, or that do not meet our return criteria will not be returned or refunded—they will be discarded.
• Due to hygiene reasons, hijabs and hijab accessories are non-returnable and non-exchangeable.

2. Return & Exchange Conditions

• Sale or discounted items cannot be refunded but may be exchanged within 15 days for a different size or style of equal or greater value.
• If you received free shipping on your order but return all items, a $25 deduction will be applied to cover shipping and handling costs.
• If you purchased Return & Package Protection, your order qualifies for free returns, and we will provide a prepaid shipping label.
• If you did not purchase Return & Package Protection, you must pay for your return shipping label in our returns portal.

3. Return & Exchange Process

To initiate a return or exchange, follow these steps:

1. Ensure your item qualifies for a return (see eligibility criteria).
2. Submit your return request through our returns portal (link provided on our website).
3. Once we receive your returned item, we will process your refund or exchange within 7-10 business days if it meets our return policy. A confirmation email will be sent upon completion.
4. After receiving your prepaid return label, you must ship the item back within 2 business days. Items received after 7 business days from label issuance will not be accepted and will be discarded.

4. Final Sale Items

Items purchased during special promotions such as Black Friday, Cyber Monday, Clearance Sales (50% or more off), or any event marked as "Final Sale" cannot be returned or exchanged. We do not offer price adjustments or store credits for items that went on sale after your purchase.

5. Faulty Returns

If you receive an item with a manufacturing defect, contact us at mills.sheena24@gmail.com within 2 days of receiving your order. We will issue a return label and offer a full refund or exchange, depending on the situation.

6. International Returns

• International customers may return items but are only eligible for store credit, not exchanges.
• We do not refund prepaid duties and taxes paid at checkout for Delivered Duties Paid (DDP) orders or those paid upon customs entry for Delivered Duties Unpaid (DDU) orders.
• To request a tax refund, please contact your local customs office.

7. Shipping Policy & Responsibility

• Once your order is placed, we cannot modify, add, or remove items. Please ensure all details, including your full name and address, are accurate to prevent shipping delays.
• Hilwa’s Boutique is not responsible for damages caused by third-party dry cleaners or improper washing/drying of garments.
• Lost or stolen packages are non-refundable. If your package is lost in transit, please file a claim through our Lost Order Claims Portal on our website.

For any further assistance, please contact us:

📍 Hilwa’s Boutique
📞 Phone: +1 (380) 209-8888
📧 Email: mills.sheena24@gmail.com
📍 Address: 6098 Glade Run Rd, Hilliard, Ohio 43026, United States

Thank you for shopping with Hilwa’s Boutique! We appreciate your business and look forward to serving you again. 💕