Return & Refund Policy

 

At HELLO, we want you to feel confident when shopping with us. If your order is not quite right, you may request a return within 30 days of the date your order was delivered, subject to the conditions below.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the item must be:

• Unworn, unused, and unwashed;
• In its original condition;
• Returned with all original tags and packaging;
• Free from stains, odors, damage, or signs of wear;
• Returned with any hygiene or protective seals intact, where applicable.

Underwear & Intimate Apparel

For hygiene and safety reasons, underwear and other intimate apparel may only be returned if they have not been worn, washed, or used and all original hygiene seals, tags, and packaging remain intact.

Items that show signs of wear or have had their hygiene protection removed cannot be accepted for a change-of-mind return.

This hygiene restriction does not affect your rights if the item arrives damaged, defective, or incorrect.

How to Request a Return

Before sending any item back, please contact us at contact@officialhello.store with:

• Your order number;
• The item you wish to return;
• The reason for the return.

We will provide the return instructions and, where applicable, the return address.

Please do not send a return without receiving return instructions first, as this may delay or prevent the return from being correctly identified.

Return Shipping Costs

For change-of-mind returns, incorrect size selections, or unwanted items, the customer is responsible for the cost of return shipping.

If you receive an item that is damaged, defective, or different from what you ordered, HELLO will provide an appropriate solution and cover reasonable return costs when a return is required.

We do not charge a restocking fee.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us at contact@officialhello.store as soon as possible and within 30 days of delivery.

Please include your order number and clear photos of the item and packaging so we can review the issue.

Once verified, we may offer a replacement, exchange, or refund as appropriate.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds are normally processed by us within 5 business days after approval. Your bank, card issuer, or payment provider may require additional time to display the funds in your account.

Original shipping charges are non-refundable unless the order was incorrect, damaged, defective, or otherwise required by applicable law.

Exchanges

If you need a different size or eligible replacement, contact us at contact@officialhello.store.

Exchange availability depends on current inventory. If the requested item is unavailable, we may offer an alternative or refund instead.

Non-Returnable Items

We cannot accept returns for:

• Items that have been worn, washed, used, or altered;
• Intimate apparel with removed hygiene protection or seals;
• Items damaged after delivery through misuse or improper care;
• Gift cards;
• Items marked as final sale where permitted by applicable law.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible at contact@officialhello.store.

We will make reasonable efforts to cancel the order before it is processed or shipped. Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible and the normal return procedure will apply.

Consumer Rights

Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country or region.

Contact

If you have any questions about a return or refund, contact us at:

contact@officialhello.store