Refund policy
At Hookher, we want you to feel confident about your purchase. If you are not completely satisfied with your order, you may request a return and refund within 30 days of delivery.
How to Request a Return
To start a return, please visit our Returns Portal within 30 days of receiving your order. Returns must be initiated through the portal to be processed.
RETURNS NOT SUBMITTED THROUGH THE PORTAL WILL NOT BE ACCEPTED.
Return Shipping
After initiating your return, you can choose one of the following options:
- Purchase a return label directly through the Returns Portal
- Use a shipping carrier of your choice and upload tracking details
Returned items must be placed in their original product packaging (for example, the fragrance bottle and its box). The shipping box used for the return can be of your choice, as long as it complies with the size restrictions provided in the Returns Portal based on the shipping label. Oversized boxes may result in rejected returns or additional shipping charges.
Return shipping costs are the responsibility of the customer. Hookher does not charge any restocking or handling fees.
Important:
If you choose your own shipping carrier and the package is lost, delayed, or does not arrive at our warehouse, HookHer cannot issue a refund. In such cases, responsibility lies with the customer and the selected shipping carrier.
Refund Processing
Once we receive and inspect your return, you will be notified of the refund status. If approved, the refund will be issued to your original payment method within 10 business days.
Please note: shipping charges are non-refundable.
Damaged or Incorrect Items
If your order arrives damaged or you received the wrong item, please contact us at hello@hh-fragrances.com within 7 days of delivery. We will cover the return shipping and provide either a replacement or a full refund.
Claims submitted after 7 days may not be eligible for a refund or replacement.
Order Cancellations
Orders cannot be canceled once they have been processed or shipped.
Failed or Incorrect Deliveries
If you provide an incorrect shipping address, we will attempt to contact you for clarification. If no response is received, the order may be held until the correct address is confirmed.
If a package is returned due to an incorrect or incomplete address, or if the recipient is unavailable to accept delivery, additional shipping fees may apply to reship the order.
Additional Terms
- Refunds are issued only to the original payment method
- Shipping costs are non-refundable
- Lost packages (e.g., due to carrier issues) are not eligible for a refund. Contact hello@hh-fragrances.com with your tracking number for assistance
- Orders delivered to the wrong address due to customer error are not eligible for a refund
- Products damaged during shipping will be replaced at no extra cost
- For questions or support, contact us at hello@hh-fragrances.com.