RETURNS, REFUNDS, EXCHANGES
All Sales Final at HMU! no returns, refunds or exchanges...But you do have 24 hours after purchase to cancel an order after placing it.
*Refunds on canceled orders can take up to 20-60 days to process and be visible in your bank. Be mindful of this when making orders.NOTE: we will not do refunds for people who place an order, then place the same order during a sale and request the first order to be canceled. This falls within an inappropriate reasoning for a refund. If this happens your order WILL NOT be refunded and you will receive the order placed. You may also find yourself blocked from ordering moving forward. If you move forward with your bank knowing this, we will stand by our policy.
please do not abuse the refund policy!
Exchanges are not allowed at HMU on any item. There are Facebook groups you can resell your unworn, unused clothing on if your items do not fit. We understand that this is not the ideal solution, however since everything is made by hand and most items touch sensitive areas like genitals, we do not do exchanges for sanitary purposes. We have no real knowledge if these items have truly been worn or not, and refused to resell items that may have been worn. This includes clothing. We simply do not do exchanges of any kind.
LOST OR STOLEN PACKAGES
Once your package enters USPS hands, we are no longer responsible for it as we have no affiliation or control of usps and it's agents/drivers. If a package is lost or stolen while in transit we can contact usps and file a claim for you, and we also recommend that you do the same. Often times packages will show up late or were delivered to a neighbor by accident. Please reach out to your neighbors, managers, and local businesses close by who may have received your package by accident.
*If you are local to Portland Oregon and would like to pick up your order, please use our locals only code (contact soren to get the code) at checkout for free shipping. You'll hear from us closer to shipping day when you can come by to pick it up. This will more than likely be a no-contact situation as soren isn't very social. We have cameras around our property so we can monitor packages waiting for pickup and who comes to get them.
If you'd like to upgrade your shipping to include insurance there is a listing to upgrade to priority for an extra fee.
Currently our shipping costs cover the price of shipping through usps, the price of the compostable packaging, the label and ink it's printed with, and any inserts included. Our basic shipping costs do not include insurance. If you'd like insurance you can add our shipping upgrade listing.
REPAIRS AND ALTERATIONS
Repairs on new, unworn items ( things that may have been looked over in quality control) are available in the first 5 days after receiving your items. Examples include:
- slipped seams / loosely threaded areas
- small or minor holes near the waistline
- tags not sewn down (rare)
If you have a quality issue, when you return your item please send us a message first, include a note with your mailed order with your required repair, ship at your personal cost, and send tracking to HMU. Upon arrival we will do the necessary repair in a short time period and we will ship it back on our dime.
We do alterations on items that have been received. An example of an appropriate alteration include:
- shorten or lengthen bralette straps
-smaller chest band on bralettes
-smaller waistband on undies, trunks, shorts
-adding cuffs to joggers
-adjusting crossover to have more coverage
all items being returned for alteration or repair must be unworn, unwashed, unused within the first 30 days of purchase. We will not except returns or alterations on any items past the 30 day purchase date.
ADDRESS CHANGES
If you have an address change, please message us BEFORE 24 hours after placing your order, but PLEASE use your most recent mailing address and try to not require an address change. its much easier on us if everything is correct the first time.
SIDE NOTE
We do have dogs and a cat that move around freely, and sometimes that means in my home office. If you have severe animal allergies please refrain form ordering, as we cannot guarantee that your items will arrive without having touched animal hair.