Hailey Mae offers a 30-day return window after delivery. You have 30 days from the date your order is marked as delivered to request a return. All sales are final once an order is placed. This return policy only applies after successful delivery and does not apply as an order cancellation.

To be eligible for a return, items must be unused and unworn, include the original tags and be returned in their original packaging. Proof of purchase is required for all returns.

How Do I Request A Return?

To request a return, please contact us within the 30-day return window at info@hailey-mae.com

If your return request is approved, we will send you the return instructions including the official return address of our warehouse in Asia (country of origin).

Returns without prior approval will be refused and sent back to the sender.

Please Note

All return shipping costs are the responsibility of the customer. All approved returns must be shipped to our warehouse in Asia (country of origin). International return shipping costs are non-refundable. Returned items will be received and stored as customer inventory in our warehouse. Additional details can be found in our terms and conditions.

Damage, Defects and Incorrect Items

Please inspect your order immediately upon delivery. Any complaints regarding defective, damaged, incorrect or incomplete items must be reported within 48 hours of delivery and no later than 30 days after receiving your order. Complaints submitted after this period will not be accepted.

Required Documentation

To submit a claim, please provide clear photo and/or video evidence including the product clearly displayed, the packing slip with tracking number visible, and both the product and tracking number shown together in the same image. A continuous unboxing video recorded from the moment the package was received is required. Without an unboxing video we will not be able to process refunds, replacements or further investigation into your request.

Insufficient documentation will result in your claim being declined.

Lost Packages

If there are no tracking updates for a shipment for 30 consecutive days, it will be considered lost in transit. In such cases, Hailey Mae will after verification and approval offer a new shipment.

Items That Cannot Be Returned

The following items cannot be returned and no refund will be granted: personalized or custom items, personal care and hygiene products, hazardous materials, sale items and gift cards.

Please contact us before purchasing if you are unsure whether an item is eligible for return.

Exchanges

We do not offer direct exchanges. To receive a different item, the original item must after approval be returned to our warehouse in Asia and a new order placed separately. All replacement orders are subject to current pricing, product availability and standard processing and shipping times.

Refunds

Once a returned item has been received and inspected at our warehouse in Asia, we will notify you whether your refund has been approved or declined. If approved, refunds will only be issued for eligible returned products. Original shipping costs are non-refundable. Refunds are processed via the original payment method and may take 7 to 14 business days after inspection to process.

Important

We do not provide prepaid return labels. All returns must be shipped to our supplier warehouse in Asia. Complaints submitted more than 30 days after delivery are not covered. An unboxing video is required for all claims relating to damage, defects, incorrect or missing items. Requests that do not meet the conditions outlined in this policy will be declined and are not eligible for a refund.

For any questions about returns please contact us at info@hailey-mae.com ✨