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Returns & Refunds

How to return

As part of our commitment to reducing our environmental impact, our return instructions are paper free.

Booking your return is free and easy. Here's what you need to do:

  1. You'll need to email info@thehodshop.com your order reference and email address.
  2. Let us know which product you return to and your reason for returning.
  3. Place each item you're returning with all the original packaging inside the HOD package you received.
  4. Attach your Return Label to the outside of your HOD package.
  5. Also attach the Return Note to the outside of your HOD box. Make sure the Return Label is still visible as this will need to be scanned by the courier.
  6. To track the return of your order, make a note of the courier’s Tracking Number.

We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

Make sure returns from different partner boutiques are packaged separately and that the correct Return Label is attached to the outside of each HOD package.

All the documents you need to return should be included in your HOD box. If you need to reprint them, contact us at info@thehodshop.com.

Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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.

You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@thehodshop.com. If your return is accepted, we’ll send you a return shipping label, as well as 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 info@thehodshop.com.

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • Items must be returned with the original branded boxes and placed inside a protective outer box for shipping.
  • If an item has a brand tag attached, it must be returned with the tag in its original position.
  • Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
  • Customized and/or personalized orders can not be returned.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

Refunds

Once the return has been received and accepted by our partner/team, your refund will be completed via the original payment method, excluding the delivery costs. If you paid sales tax in the original purchase price, this will also be included in your refund. We’ll keep you updated every step of the way. You can follow the return of your package with our courier using the tracking number on your Returns Label.

If you are eligible, we may be able to issue your refund as HOD credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

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. 

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.

Cancelling an order

You can cancel your order by contacting us at info@thehodshop.com. We will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the HOD partner(s) you ordered from.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

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