Are there exceptions to Hello Friday's returns policy?
There are no exceptions to Hello Friday's refund policy. The 10 day return is crucial so that our store has the option to get the item back onto their shop floor for resale as soon as possible.
Hello Friday has the final decision on whether Mode will refund or credit you, or whether we reject the item outright. Mode has no discretion in this area so any correspondence relating to your return or a dispute with a return should be directed to Hello Friday.
Will I be refunded for my return?
Mode offers refunds on orders returned within our 10 day return period. Refunds on orders outside of this period are at Hello Friday's discretion, but generally a Mode credit will be offered. Credits and vouchers are valid for 12 months from date of issue.
What if my item turns up and it is faulty?
Hello Friday undertake to check garments before packing to send to you, however if something has been overlooked, please contact us in the first instance - our contact details are on your packing slip. We may ask for pictures of the fault and from there ascertain if the item can be replaced or a refund offered. A pick up of the faulty item may be offered at Hello Friday's cost. You will need to ensure that we are notified immediately if you are not keeping the garment due to a fault as if the item turns up back in store with the fault apparent, it may void a refund.
Where do I return my item to?
Each item will have its own packing slip enclosed which will have Hello Friday details, please send the item back to this address.
What if I want to exchange for another size?
If your item arrives and you find you need a different size, we recommend placing a new order for the alternative size as you will be refunded for the incorrect size when we receive the item back. Placing a new order will ensure that the size is secured for you and has not sold out on the shop floor whilst waiting for the return of the original item. You will still need to have your unwanted item back to us within 10 days as per our Returns Policy.
On occasion Hello Friday may list styles that are available for preorder. Pre order items will mean a longer delivery but with usual Hello Friday Returns Policy criteria applicable. Pre Order shipping dates will be noted in the description of each item .It is possible to cancel your pre order prior to despatch by emailing Hello Friday.
How do I return my item?
Please visit our Return an Item page
and fill in our return request form. This will give the store a notification that the item is being returned and they will know to expect it. When we have received the item back in store and accepted it as meeting the criteria for a refund, we will set the status of your item to Received, so that you know your item will be due to be refunded by Mode. Following this process will help ensure your item arrives back in store within the 10 day period as we will know to expect the item and if it is not received back within a couple of days, can then follow up with you to track your item. It is not however our responsibility to chase up on items being returned so we suggest that if you have not had an email to say your item has been received by the us, that you follow up with your courier. We recommend using a tracked courier as items lost in transit will obviously not be refunded and you will need to make a claim with the courier company. We will be in touch with you directly if they have any issue with the item received back that may void your refund.
Do I pay for freight on my returns?
Yes, and we recommend using a tracked courier service. If the item is faulty we may organise a courier to pick up the item at no cost to you.
When will I see my refund?
If you have paid by internet banking, you will need to email Mode with your bank account details and order number for your refund. Purchases made by credit card will be refunded only to the credit card purchased from. Please allow 48 hours for processing of your refund from the time of Hello Friday receiving your item back, and then it can be up to 5 days for the actual refund to appear back in your credit card account. Please note that you will receive an email from Mode advising you that your refund has been effected - this means the money has left our account - it is up to the receiving bank how long it takes to credit back to your account. If you have not seen your refund in 7 days of your received email, please follow up with Mode to ensure your refund has not been overlooked. Humm refunds will be effected in the same manner as credit card. Mode refunds Humm and Humm will refund you so any delays there, you will need to direct your enquiry to Humm, if you have already had a refund notification from Mode. Refunds are not made by Hello Friday so even if you drop your item back to the store in person, they will be unable to refund your card. They will let Mode know they have received it and the refund will be processed as above.
Why is my refund less than my original purchase?
If you are charged shipping on your order and choose to return your item, the freight cost will be deducted from your refund. If you had a Free Shipping offer at checkout, this is for full and final sales only so if you return the item, the shipping cost of $5.95 will be deducted from your refund.
Free Shipping over $200
Your order will have the shipping cost deducted at checkout if your order totals $200 or more. Free shipping only applies if the order is final - if you return an item or items, there will be a freight cost of $5.95 per returned item deducted from your refund.