Refund policy

Return Period:

We offer a 30-day return window, starting from the day you receive your product. Returns requested after this period will not be accepted.

Eligibility for Return:

To be eligible for a return, items must:

• Be unopened, unworn, unwashed, and unused
• Have all original tags attached
• Be returned in original packaging
• Be accompanied by proof of purchase

For hygiene reasons, worn or washed underwear cannot be returned or exchanged.

Exchange Policy:

We accept one-time exchanges for eligible unopened items, including incorrect sizing, subject to availability and hygiene standards.

For exchanges:

• Only one exchange per order is permitted.
• Additional exchanges beyond the first are subject to a $10 processing fee.
• Exchanges for different sizes or colors are contingent upon stock availability at the time of request.
• To process exchange requests efficiently, customers may be required to place a new order for the preferred size or color before returning the original eligible item.

To initiate an exchange, please contact us at support@officialhello.com with your order number and desired size or color. Please wait for confirmation before sending any item back.

Initiating a Return or Exchange:

If you believe your item is eligible for a return or exchange:

• Contact our support team at support@officialhello.com with your order number and reason for return or exchange.
• If your return or exchange is approved, we will provide instructions on how and where to send your item.

Please note: It's essential to contact us before sending your item back. Unsolicited returns or exchanges will not be accepted.

Return Processing Requirements:

Approved returns must follow all return instructions provided by our support team. Failure to follow the instructions below may result in the return being rejected, delayed, or deemed ineligible for refund:

• Returns must be shipped to the exact return address provided by our support team, including any required return reference or authorization details.
• Customers must provide valid tracking information to support@officialhello.com immediately after the return package has been shipped.
• Returns with missing, delayed, invalid, or incorrect tracking information may not be eligible for processing or refund.
• HELLO is not responsible for returns sent without prior authorization or returns that cannot be identified upon arrival.

Refunds:

Once we receive and inspect your returned item, we'll notify you about the status of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your original payment method within 5–10 business days.

Please note: Shipping costs and shipping protection costs are non-refundable.

Shipping Costs for Returns and Exchanges:

Return and exchange shipping costs are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned or exchanged item without it.

Late or Missing Refunds:

If you haven’t received a refund yet:

• First, check your bank account again.
• Contact your credit card company; it may take some time before your refund is officially posted.
• Next, contact your bank. There's often some processing time before a refund is posted.
• If you’ve done all of this and still haven't received your refund, please contact us at support@officialhello.com

Incorrect Address:

Please ensure that the shipping address you provide is accurate. We cannot reship items if an incorrect address was provided. The customer is responsible for providing the correct shipping address at the time of purchase.

HELLO

1309 Coffeen Avenue

Suite 1200

Sheridan, Wyoming 82801

United States of America

Email: support@officialhello.com 

Phone: (307) 655-7398

Policy Last Updated: 3 March 2026