At HeyTresses, we work with small quantities in our online store. As a result of this, we are unable to facilitate every exchange request. This is due to the inventory difficulties it would cause. However, we offer refunds and store credit on returned items.
As a small business, we want to ensure our customers have the best experience possible of our products and services. We check every item thoroughly before it ships to ensure its quality. However, as a small business, we need to balance this desire to support you with the need to ensure sustainability. Unfortunately, this means that a handling & administration charge of €8 will apply to any item returned.
In the rare case where you receive the wrong order; if you want an exchange or a refund, the handling & administration charge will not apply. You will be fully refunded pending the inspection of the returned item.
Once you receive the email confirmation of shipment, you cannot cancel your order anymore.
Criteria for a Cash Refund or Store credit
In order to facilitate a Cash Refund or Store Credit certain criteria must be met:
- The item(s) must return to us unused and in as-new condition with their original packaging intact.
- The decision to refund or give store credit will be made based on the condition of the returned item.
- All items must be returned within 14 days of you receiving the order for a Cash Refund or Store Credit.
- If we shipped the wrong order to you, a full refund will be granted. This will be dependent on the item being returned to us. The €8 handling & administration charge will not be taken; provided everything else is in order.
- Cash refund or store credit request cannot be granted following this 14-day period.
- If you paid for shipping, unfortunately, the shipping cost is non-refundable.
- Items on sale are non-refundable.
How to return an item
- Print & fill out a copy of our Return / Refund request form. All fields in the form are necessary for us to be able to process your request.
- Forward this request form to sales@heytresses.com
- After we have confirmed your return request we will send shipping return instructions to your email.
- Enclose the request form in the package being returned and ship to the address provided to you in your email. You must return the items by tracked shipping and forward the tracking information to us by email.
- Save your shipping receipt and tracking number as we cannot be held responsible for any missing return items. All shipping must be pre-paid.
- After we receive and check the returned items, a decision will be made for a Cash Refund, Store Credit, or No Refund.
- If a Cash Refund is approved, you will receive an email with this information. We will issue a refund to the account you used to make the payment within 5 working days. Please allow additional days if you’re outside Ireland for the transaction to reflect in your bank account.
- If a Store Credit is approved, you will receive an email with a coupon. This coupon will reflect the amount in credit that has been approved.
- If your refund request is not approved, you will receive an email to inform you of this. A reason for this decision will be shared in the email; and no other follow-up would be necessary.
Note:
If you return item(s) without completing the Refund/Return Request Form, we will not be able to process your request. We will be unable to consider the Refund or Cash Credit options.
Who qualifies for a Full Refund?
If you received the wrong order from us; and wish to return the item, we will take full responsibility of this mistake. You will get a full refund of the cost of the order, including shipping; provided it is returned within 14 days of receiving it.
You will also get a refund of the shipping cost to you for returning it to us.
In this case, a full refund only applies if we receive the returned item(s) and it is in good condition.
To ensure a safe return to us, we advise that you label the package with the correct return address; and use a tracked shipping option.
Who qualifies for a Partial Refund?
If you purchased an item then decide you don’t want it anymore; we will be happy to take back the item provided it is returned within 14 days of receiving it.
In this case, we will refund the cost of the item excluding a handling & administration charge of €8; and any shipping cost you may have incurred during the purchase.
You will also bear the shipping cost back to us.
A refund will only apply if the item arrives back to us intact with seal unbroken.
To ensure a safe return to us, we advise that you label the item with the correct return address; and use a tracked shipping option
Who qualifies for a Store Credit?
If you want to exchange an item you purchased from us with a different colour or size of the same item; we can offer you a Store Credit in the amount of the price of the items being returned; excluding the €8 handling & administration charge for each of the returned item.
You will bear the shipping cost back to us.
A Store Credit will only apply if the item(s) arrives back to us intact with the seal unbroken.
To ensure a safe return to us, we advise that you label the item with the correct return address; and use a tracked shipping option.
No Refund
In certain cases, we cannot approve a Cash Refund or Store Credit. Below are some of the reasons where this would apply. Note that this is not an exhaustive list if:
- the “returned item” never arrived to us.
- the seal was broken on return (an exception to this rule is if we shipped a wrong order to you).
- the item(s) returns to us damaged or used.
- you don’t enclose a completed Refund/Return Request Form in the package with the returned item.
Contact sales@heytresses.com if you have any more questions that have not been answered by this policy. We would be more than happy to help.