Refund policy
Return & Refund Policy
We want you to love what you ordered. If something isn't right, here's how it works.
Every piece is checked
Every order is inspected before it's packed — the print, the stitching and the garment itself. We'd rather hold a piece back than send it out.
Changed your mind — 14 days
You have 14 days from delivery to return any eligible item for a full refund to your original payment method. In Canada we email you a free prepaid return label. In the United States, and everywhere else, the return postage is yours — see United States orders and International orders below. If you'd rather have store credit, just say so when you email — it never expires and works on anything in the store, including new drops.
Items must be unworn, unwashed and in original condition with all tags attached. Trying something on the way you would in a shop is completely fine — “unworn” means no wear beyond that.
To start a return, go to hypeheavenstudios.com/pages/returns, enter your order number and email, and tick what's coming back. We look at every request by hand and email your label or the return address within one business day. Prefer email? info@hypeheavenstudios.com works too.
Exchanges
The fastest way to get a different size or colour is to return for a refund and place a new order. Drop pieces are produced in limited runs, so this also makes sure your size doesn't sell out while your return is in transit.
Arrived damaged, or we sent the wrong thing
Email info@hypeheavenstudios.com within 7 days of delivery with your order number and photos of the damage, the packaging and the shipping label. We'll put it right with a replacement or a full refund to your original payment method, including shipping.
We may ask you to send the item back before a replacement ships — we cover the label. Wear, washing or damage after delivery isn't covered.
This is on us. There is nothing to add at checkout and no carrier claim for you to file — we handle that side of it.
If a parcel goes missing after it's delivered
Once a parcel has been delivered to the address you gave us, it sits outside what any carrier covers. We'll still help. Check with your building, mailroom and neighbours first — that finds most of them — then email info@hypeheavenstudios.com within 7 days of the delivery scan and we'll replace the order or refund it.
That's one parcel per customer every 12 months. After that we'll ship your orders signature-required so it doesn't happen twice. On orders over $150 we'll ask you to confirm the loss in writing before we replace it.
If a piece has a fault
We stand behind how these are made. If a piece has a fault in materials or workmanship — stitching that gives way, a print that lifts, hardware that fails — under normal use and following the care instructions on the label, email us with your order number and photos and we'll sort it out with a replacement or a refund.
There's no countdown on this. What we can't cover is damage from use: not washing inside out, washing hot, tumble drying on high, ironing the print, bleach, or fair wear over time. Care instructions are on the neck label of every piece and under Wash Care on the product page.
Not eligible for a change-of-mind return
- Items marked Final Sale
- Gift cards
- Items that have been worn, washed or damaged after delivery
- Items without their original tags
- Returns started more than 14 days after delivery
These conditions apply to changing your mind. A fault in the garment, transit damage, or the wrong item arriving are covered by the sections above and aren't subject to them.
Shipping fees
Original shipping charges are non-refundable and aren't included in the refund when you return an order. If your order arrives damaged or incorrect, they are refunded in full — see above.
Refund timing
Refunds are issued to your original payment method within 3–5 business days of your return arriving back to us, and can take up to 10 business days more to show up, depending on your bank. Store credit, if you asked for it instead, is issued in the same 3–5 days.
Order cancellations
Orders can be cancelled for a full refund any time before they ship. Once an order has shipped, follow the return process above. To cancel, email info@hypeheavenstudios.com as soon as possible after ordering.
United States orders
Same 14 days, same refund to your original payment method, but the return postage is yours. Two ways: ship it back to us with any tracked service, or take our prepaid return label for US$10, which we take off your refund — usually cheaper than posting it yourself. Pick either on the returns page. Duties paid on the way to you aren't refundable; they went to customs, not to us. Damaged, defective or incorrect items are covered in full, postage included.
International orders
Outside Canada and the United States you can return eligible items the same way — 14 days from delivery, unworn and tagged, for a full refund to your original payment method — but the return postage is yours. Email us first and we'll send the return address. Post it with a tracked service and mark the customs form “returned goods”; the parcel is your responsibility until it reaches us. The refund is issued once the items arrive and pass inspection. Duties and taxes paid on the original order aren't refundable — they went to your customs authority, not to us.
Where we can arrange a return label for your country at a reasonable price, we'll offer one and take the label cost off your refund — ask when you email. Damaged, defective or incorrect items are covered in full everywhere, postage included — see above.
