Refund policy

Hess works with limited quantities and exclusive designs. Every product goes under a double quality check before being shipped. 

Please keep in mind that taking proper care of your clothes will make them last longer while reducing the carbon footprint. Since we work with delicate natural fabrics - mostly dyed, woven or printed by hand - the customer is advised to strictly follow the wash care instructions provided on our website.

Failing to observe the proper instructions may result on bleeding, shrinking or damaging your clothes.  Hess does not offer any refund policy for wrongly handled items.   

If you are unsure about the size, our team is always available to help and you can reach us at anytime on Instagram or email francieli@hessbyhess.com before placing your order.

 

RETURN AND EXCHANGE POLICY

At the moment, we are not able to offer a return policy. The customer can request a refund or exchange only if the item received is damaged or incorrect.

 

DAMAGES AND ISSUES

  • If you receive an incorrect or damaged item, please notify us within 24 hours of receiving your purchase.
  • You can contact our team through Instagram or email francieli@hessbyhess.com Kindly describe the issue and send us clear images of the damaged merchandise so our team can help you solving the issue. 
  • If your refund or exchange is accepted, we will give you the destination address, as well as instructions on how and where to send your package. 
  • Any defective or wrongly received item must be returned on its original condition, containing all tags and without any sign of being wore or washed previously. 
  • Hess reserves the right to refuse exchange or refund of any merchandise which doesn't meet the above requirements.
  • Kindly note that our free shipping policy is not applicable for exchanges or refunds. Shipping charges will incur and must be borne by the customer. 
  • Since we work with very limited quantities, the item you want to exchange might not be available anymore. In this case, we are happy to provide you a refund or store credit for your next purchase.

 

CUSTOMS AND DUTY

While placing an international order, please be aware that additional duties and import taxes may be applied at the moment you receive your package. The customer is solely responsible for the payment.

If you refuse to pay for import taxes or custom duties, your order may be destroyed at customs or returned to us. In this case, Hess will seek to recover from the customer all costs or any fees incurred by Hess and no exchange or refund will be applicable on the goods.