Returns & Refund
Change of Mind
You may cancel an order within 12 hours after you place your order.
You can contact our support team via email at hello@thehiloshop.com within 12 hours if you want to change the size or variants before we process your order.
Returns
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please note that there are items that are not eligible for a return due to safety and sanitary reasons, so please choose carefully. These categories include
- Cots
- Bassinets
- Mattresses
- Play Mats
- Furniture
- Intimates
To start a return, you can contact us at hello@thehiloshop.com.
You’ll also need the receipt or proof of purchase. Items sent back to us without first requesting a return will not be accepted.
Upon receipt of the return The Hilo shop reserves the right to deny a return if the merchandise does not meet the return policy requirements. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Once your return is received, please allow 5-10 business days for processing and 3-4 business days for your refund to appear to your original form of payment.
Please note, an $5 handling fee will be deducted from your total refunded amount.
For non-faulty items, customers are responsible for the shipping return fee. If you decide to return a product that is in perfect condition and without any defects, kindly note that the shipping return fee will be your responsibility. We encourage you to review your purchase carefully before initiating a return. For faulty or damaged items, please contact our customer support for assistance with the return process. Thank you for your understanding.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thehiloshop.com
You can always contact us for any return question at hello@thehiloshop.com