Refund policy

Hailey Lane Returns & Refunds Policy

We want you to be genuinely happy with what you ordered. If you are not, you have 30 days to send it back. This page explains exactly how that works, what we cover, and what we ask of you.

30-Day Returns

You have 30 days from the day your order is delivered to request a return, for any reason, including simply changing your mind.

To be eligible, the item must be:

  • Unworn and unwashed
  • In its original condition, with all tags still attached
  • Returned in its original packaging where possible

We inspect every return. Items that arrive worn, washed, altered, scented, or damaged after delivery may be refused or refunded in part, and we will always contact you first and explain why.

Damaged, Defective or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with a photo. We will arrange a replacement or a full refund, including any shipping you paid, and we cover the cost of sending it back. You will not be asked to argue the point.

Items That Do Not Arrive

Every order is tracked and insured. If a parcel is lost in transit, that is our loss and not yours. We will replace it or refund you in full at our cost.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless they arrive damaged, defective, or incorrect:

  • Intimate apparel and undergarments
  • Cosmetics, beauty and personal care products
  • Pierced jewelry
  • Gift cards
  • Any item clearly marked Final Sale on its product page

Who Pays Return Shipping

  • Changed your mind: you cover return shipping. We recommend a tracked service, as we cannot refund a parcel that never reaches us.
  • Our error (damaged, defective, incorrect, or lost): we cover it entirely.

How to Start a Return

Email support@haileylane.com within 30 days of delivery with:

  • Your order number
  • Which item or items you are returning
  • The reason
  • Photos, if the item arrived damaged or incorrect

We reply within 2 business days with a return authorization and the correct return address for your order.

Please wait for that authorization before posting anything back. Our returns are routed depending on the item, so a parcel sent to the wrong address may not reach us and may not be refundable.

Refunds

Once your return arrives and passes inspection, we approve it within 5 business days and refund you to your original payment method. Your bank or card issuer typically takes a further 5 to 10 business days to post it to your account.

Original shipping charges are not refunded on change-of-mind returns. They are refunded in full when the fault was ours.

Exchanges

The fastest route is to return the item for a refund and place a new order, so you are not waiting on two parcels in sequence. If you need a different size in the same piece, email us and we will arrange a direct swap where we have the stock.

Cancelling an Order

If your order has not yet been dispatched, email us and we will cancel it and refund you in full. Once it has shipped, it becomes a standard return under the terms above.

Contact

Questions about a return, or unsure whether something qualifies? Email support@haileylane.com and ask. We would rather sort it out with you than have you guess.

Hailey Lane is operated by Guangzhou Lingcai Technology Co., Ltd., Room 506, No.805 Xicha Road, Baiyun District, Guangzhou City, Guangdong Province, P.R. China (Unified Social Credit Code: 91440111MAEUD1DM6F).

This policy does not affect any statutory rights you may have under the consumer law of your country.