Exchanges and Returns Policy

At Hattie Rowe, we want you to be satisfied with your purchase. If you receive an incorrect, damaged, or defective item, please contact us at info@hattierowe.com so we can review the issue and help you determine the appropriate next steps.

If you are not satisfied with your purchase, you may be eligible to return your items within 30 days of receiving your order, provided the return meets the conditions outlined in this policy. Any return rights you may have under applicable consumer protection laws remain unaffected.

Approved returns may qualify for a refund of the purchase price. Return shipping costs are generally the customer's responsibility unless the item is faulty, incorrect, or applicable law requires otherwise. Items that have been used, damaged through improper handling, or returned outside the applicable conditions may not qualify for a voluntary return, subject to your statutory rights.

Requesting a Return

To request a return, please follow these steps:

  • Contact us at info@hattierowe.com with your order number, the email address used for your purchase, and the reason for your return.

  • Wait for our customer service team to review your request and provide return instructions, including the applicable return address and any required return documentation.

  • Once your return has been approved, package the item securely and ensure that it meets the return conditions outlined below.

  • Clearly identify your parcel as a return where appropriate and follow the shipping instructions provided by our team.

  • Use a tracked shipping service and keep your tracking number and proof of postage until your return has been processed.

Please do not send items to an address that has not been confirmed by our customer service team.

Return Conditions and Guidelines

To help ensure that your return can be processed, please observe the following guidelines:

  • Returned items should be unused, undamaged, and in their original packaging, including any protective packaging, accessories, or labels where applicable.

  • Please package all items securely to minimise the risk of damage during transit.

  • We recommend using a tracked shipping service and retaining proof of postage.

  • Return shipping costs are generally the customer's responsibility for standard change-of-mind returns, unless otherwise agreed or required by applicable law.

  • Please obtain return authorisation and follow the instructions provided by our customer service team before sending your parcel.

  • If an item arrives damaged, defective, or incorrect, contact us before returning it so we can advise you on the appropriate procedure.

Items that do not meet the applicable return conditions may be subject to further review. Nothing in this policy limits any mandatory consumer rights you may have under applicable law.

Our Simple Three-Step Return Process

Step 1: Contact us

Email info@hattierowe.com and include your order number, the email address associated with your order, and the reason for your return. If your item is damaged, defective, or incorrect, please describe the issue and include photographs where possible.

Our team will review your request and provide the relevant return instructions.

Step 2: Send your return

Once your return has been approved, package the item securely and send it to the return address provided by our customer service team. Include any required return documentation and use a shipping service with tracking.

Please keep your tracking information and proof of postage until the return has been completed.

Step 3: Receive your refund

Once your returned item has arrived and been inspected where necessary, we will notify you of the outcome.

Approved refunds will be issued to your original payment method, unless another method is agreed upon or required by applicable law. We aim to process approved refunds within five business days after the return has been received and reviewed. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.

Return Shipping and International Returns

Depending on your order and the return instructions provided by our team, returns may need to be sent to an international fulfilment or processing centre.

Please contact info@hattierowe.com before shipping your return to confirm the correct destination and any applicable requirements.

International return shipping may involve additional costs, customs documentation, or longer delivery times. For standard change-of-mind returns, these costs are generally the customer's responsibility unless otherwise agreed or required by applicable law.

If your item is defective, damaged, or incorrect, please contact us before arranging shipment so we can assess the issue and explain the available options.

We recommend using a reliable, tracked shipping service. Hattie Rowe cannot guarantee the arrival of a return shipment that is lost in transit, so please retain your proof of postage and tracking details. Any responsibility for lost or damaged return shipments will be determined in accordance with applicable law.

Incorrect, Damaged, or Defective Items

If you receive the wrong product or your item arrives damaged or defective, please email info@hattierowe.com as soon as reasonably possible.

Please include:

  • Your order number.

  • A description of the problem.

  • Clear photographs of the item and its packaging, where possible.

We will review the information and advise you on the appropriate resolution, which may include a replacement, refund, or another remedy available under applicable law.

Contact Us

Do you have questions about an exchange, return, or refund? Our customer service team is happy to help.

Store: Hattie Rowe
Email: info@hattierowe.com

Please contact us before sending a return so we can provide the correct instructions and help make the process as straightforward as possible.

Thank you for shopping with Hattie Rowe.