Refund policy

Hailey Lane Returns & Refunds Policy

We want you to receive exactly what you ordered, in perfect condition. This page explains what we cover, and what we ask of you.

Damaged, Defective or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with a photo. We will arrange a replacement or a full refund, including any shipping you paid, and we cover the cost of sending it back. You will not be asked to argue the point.

Sizing

Please check our size chart carefully before ordering — we're unable to offer refunds or exchanges for items ordered in the wrong size by mistake. If we accidentally send you the wrong size from what you ordered, we will resend the correct size or issue a full refund at no cost to you.

Items That Do Not Arrive

Every order is tracked and insured. If a parcel is lost in transit, that is our loss and not yours. We will replace it or refund you in full at our cost.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless they arrive damaged, defective, or incorrect:

  • Intimate apparel and undergarments
  • Cosmetics, beauty and personal care products
  • Pierced jewelry
  • Gift cards
  • Any item clearly marked Final Sale on its product page

Who Pays Return Shipping

Our error (damaged, defective, incorrect, or lost): we cover it entirely.

How to Start a Return

Email support@haileylane.com within 30 days of delivery with:

  • Your order number
  • Which item or items you are returning
  • The reason
  • Photos of the damage, defect, or incorrect item

We reply within 6 hours with a return authorization and the correct return address for your order.

Please wait for that authorization before posting anything back. Our returns are routed depending on the item, so a parcel sent to the wrong address may not reach us and may not be refundable.

Refunds

Once your return arrives and passes inspection, we approve it within 5 business days and refund you to your original payment method. Your bank or card issuer typically takes a further 5 to 10 business days to post it to your account.

Cancelling an Order

If your order has not yet been dispatched, email us and we will cancel it and refund you in full, less a 5% processing fee. Once it has shipped, it becomes a standard return under the terms above.

Contact

Questions about a return, or unsure whether something qualifies? Email support@haileylane.com and ask. We would rather sort it out with you than have you guess.

Hailey Lane is operated by MerchWheels LLC, 30 N Gould St Ste 100, Sheridan, WY 82801, United States.

This policy does not affect any statutory rights you may have under the consumer law of your country.