We are happy to accept returns within 14 days of delivery for a refund. Items must be unworn, unused, and in original condition, with all tags and original packaging. Refunds exclude original shipping costs.
As most of our pieces are handmade to order, we kindly ask that you choose your size carefully and avoid ordering multiple sizes with the intention of returning.
To be eligible for a return, you must notify us within 14 days of receiving your order by emailing customercare@hopemacaulay.com with your order number and reason for return. Once your return request is approved, you must send the item back to us within 14 days of notifying us.
Once we have received and inspected your return, we will process your refund within 7 working days. You will receive an email notification to confirm that your refund has been processed.
Shipping, Duties & Taxes
If you cancel your order before dispatch, your original standard shipping cost will be refunded. For all other cases, original shipping fees are non-refundable.
Duties and import taxes that have already been paid to customs authorities are non-refundable unless we are able to successfully recover these charges following the return. Where we are able to recover any eligible duties or taxes, the recovered amount will be refunded to you.
Customers are responsible for covering the cost of return or exchange shipments and for arranging the return with their local courier. We strongly recommend using a tracked and insured service to ensure the safe arrival of your return. We cannot accept responsibility for items lost or damaged in transit and strongly advise obtaining proof of postage and a tracking number.
Custom-Made Items – Final Sale
All custom-made pieces, created to your specific requirements (such as custom sizing, colour combinations and special design requests), are final sale and non-returnable. These items are made specifically for you, therefore we cannot accept cancellations, refunds, returns, or exchanges.
Returning Non-Returnable Items
Please note that we’re unable to process refunds for items returned outside of our policy. If a non-returnable item is sent back to us, the customer will be responsible for covering the postage costs to have the item returned to them.
Return to Sender
If your parcel is not successfully delivered and is returned to us, you will automatically receive an email notification along with a refund for your order, minus any shipping costs or any duties and taxes we have incurred. If it is a custom order, you will be required to cover costs of shipment back to you. Please note that we cannot take responsibility for parcels that are lost or delayed on their way back to us due to failed delivery attempts or unclaimed packages. We strongly recommend tracking your parcel using the provided details to help ensure successful delivery.
The Nature of Handmade
Many of our pieces are handmade with care, making each one unique. As a result, slight variations in colour, texture, stitching and finish may occur. These subtle differences are part of the beauty and individuality of each piece and are not considered faults or defects.
If you have any further questions, please feel free to email us at customercare@hopemacaulay.com for more information.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item, without giving any reason. To exercise this right, please sign in to your account and submit a return or cancellation request before the withdrawal period expires.
Once you have notified us of your withdrawal, you must return the items within 14 days. We will process your refund within 7 working days of receiving the returned goods, using the same payment method as your original order. Original shipping costs are non-refundable except where the entire order is cancelled before dispatch.
Please note: custom-made items created to your specific requirements are exempt from the right of withdrawal, as they are made to your personal specifications.
Request return here.
