Refund policy

If you are unhappy with your item or have any questions prior to purchase, please get in touch via email in the first instance at studio@hannahheys.com.

As all my items are one-offs, each case will be dealt with individually, please note all information on item descriptions and do get in touch if you have any questions prior to purchase. Discussions regarding refunds or replacements cannot be undertaken after 28 days of original purchase.

If your return request is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at studio@hannahheys.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, refunds and replacements cannot be offered on commissions and bespoke items. We also cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.


If more than 15 business days have passed since we’ve approved your return, please contact us at studio@hannahheys.com.