HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. Since our items are customized and tailored to each customer, please expect a 25% restocking fee deducted from the original payment made. Customers are fully responsible for any return shipping costs. Shipping costs are are non-refundable. 

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Only items purchased directly from Hiipsy.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt/order number may be refused. Hiipsy reserves the right to deny any return.

EXCHANGES

Please note we do not accept any exchanges for our 2.0 Customizable Case. Since each order is customized and tailored to your creation we are unable to process any exchanges.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product?

Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

• Order number
• Proof of purchase
• Video or photo of the faulty product (if applicable)
• Complete delivery address
• Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. Since our items are customized and tailored to each customer, please expect a 25% restocking fee deducted from the original payment made. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us within 5 hours of placing your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note, failure to contact us within a 5 hour time frame your order may not be modified or cancelled.