Returns & Refunds
What is your returns policy?
Returns depend on who you bought from: (1) Professional sellers and VIP items (Managed by Hewi) must accept returns within 14 days from the date tracking shows receipt. (2) Private sellers can choose whether to accept returns - check their policy...
How do I return an item?
To return an item, visit the buying section of your account and find the appropriate order, then request a return. You have 14 days after the delivery date to request a return (if the seller accepts returns). The item must be unworn, unused, not...
When will I receive my refund?
You will be refunded the total amount paid for the products being returned within 14 days of receipt of the returned products by the seller or Hewi, or if earlier, the day on which you provide evidence that the product has been sent back. Shipping...
What items cannot be returned?
For hygiene and safety reasons, the following items have special return conditions: Jewellery and watches are non-refundable items. Hats, underwear, swimwear, lingerie, and nightwear can only be returned if ALL original labels and hygiene tags are...
What if my item arrived damaged or is not as described?
Contact us immediately at [email protected]. Do not remove any tags. For VIP items, notify us to arrange return. For other items, notify both the seller and Hewi. We'll investigate and provide special return instructions. If we...
Can I exchange an item?
We don't offer direct exchanges. If you'd like a different size or colour, you'll need to return the original item for a refund (if the seller accepts returns) and place a new order. Popular items sell quickly, so we recommend checking...
What if the seller won't accept my return?
Private sellers are not obliged to accept returns unless the item is not as described in the listing. If the seller won't accept your return and you can't wear the item, we can help you re-list it on Hewi. For the first 28 days, we'll charge just...
I returned an item due to customs charges. Will I get a full refund?
If you return an item because you refused to pay import duties or taxes at delivery, you'll receive a refund of your purchase price minus the return shipping costs (your responsibility) and a £15 Hewi handling charge. The £15 charge covers...