Refund Policy 3

At Hello Slippers, we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.

All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated timeframe in our Refund Policy, we will make a full refund for your purchase.

In making a purchase through our store, you agree to the refund policy as set out below. 

Our full Terms & Conditions are available here.

We process refunds in accordance to our refund policy as stated below:

REFUNDS FOR NON-DELIVERY OF ITEMS

1.1 For items shipped using shipping methods promising delivery within less than 20 days, we will issue you a full refund if:

(a) You have not received your item 45 days after the order date*; and

(b) Tracking information indicates non-delivery to the designated address;

(c) The customer is not responsible for the logistical exceptions.

1.2 For items shipped using shipping methods promising delivery in excess of 20 days, we will issue you a full refund if:

(a) You have not received your item 90 days after the order date; and

(b) Tracking information indicates non-delivery to the designated address;

(c) The customer is not responsible for the logistical exceptions.

1.3 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.

1.4 Except as determined under Clause 1.1 to 1.4 of this Refund Policy, if the shipped items are confirmed to be lost in transit following an investigation by the shipping carrier, we will issue you a full refund.

1.5 Customer is responsible for entering the correct address at checkout. In the event that the customer is deemed responsible for the delivery failure, we shall extend a courtesy of a reshipment or issue a refund for the total order value, exclusive of the $8.95 shipping fee.

1.6 If our company or the shipping company is deemed responsible for the delivery failure, we shall offer one free re-shipment without any additional charge. A full refund will be granted in the following circumstances:

(a) Tracking information indicates that a delivery failure has occurred; and

(b) The customer is not responsible for the delivery failure(s).

REFUNDS OF ITEMS SIGNIFICANTLY NOT AS DESCRIBED

1.7 In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will request further information before being able to initiate a refund. This includes photos, pictures, screenshots, product descriptions and other material that we can use to verify that the item has arrived damaged or is significantly not as described.

1.8 To be eligible for reimbursement, a request must be made within 30 days of the delivery date, as indicated by the tracking information.

Our customer service and evaluation teams may, in their sole discretion, take the following course of action:

(a) Provide a full refund if the item arrives badly damaged or is significantly not as described;

(b) Provide a partial refund if the item is partially damaged during shipment or is not as described; or

(c) Provide no refund.

Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with Clause 1.7 of the refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.

1.9 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.

LIMITATION ON LIABILITY

2.0 In making a purchase from us, you agree that our total liability to you under any circumstances, shall not exceed the amount paid (inclusive of shipping) for your item.

REFUNDS FOR ORDER CANCELLATIONS

2.1 Except as determined under Clause 1.1 to 1.7 of this Refund & Return Policy, order cancellations after an item has been shipped are strictly non-refundable. If you are not sure about any details of any item in our store, or if you want to make changes to the items in your order or to your personal details, please contact the customer support team before dispatching.

REFUNDS FOR LOST OR STOLEN ITEMS

2.2 Hello Slippers accepts no responsibility for lost or stolen items that have been confirmed as successfully delivered by the courier. We do not reimburse or replace orders that have been confirmed as delivered by the courier and are reported lost or stolen. Hello Slippers may, at its sole discretion, provide an affidavit in case a replacement is needed.

REFUNDS FOR GIFT CARD

2.3 Gift Card purchases are final and non-refundable, except where otherwise expressly required by law.

If an order is paid by a Gift Card and is later returned and a refund is requested, the amount of the order that was paid by the Gift Card will be returned to the same Gift Card.

REFUNDS FOR FREE GIFTS

2.4 Free gifts included with your order will not be refunded, returned or individually reshipped for any reason.

RETURNS

2.5 If you have any other reason or suggestion that you are not satisfied with the order, please contact our customer service at support@helloslippers.com within 30 days after receiving the product to request a return. Our customer service team will provide you with our return address. And all return shipping fees are at customers' own expense.

If you need any help with your order, feel free to contact us.