We operate a 14-day return policy, which means you can submit a return request 14 days after receiving your item. Return costs are at your own expense.
To be eligible for a return, your item must be in the same condition as you received it, unworn or unused, with labels and in its original packaging. You will also need the receipt or proof of purchase.
To initiate a return, please contact us at info@hemes-au.com or via the contact button on the website. If your return is accepted, we will send you instructions on how and where to send the package. Items returned to us without first initiating a return request will not be accepted.
Damages and problems
Please check your order upon receipt and contact us immediately if the item is broken, damaged or if you receive the wrong item so that we can assess and resolve the problem.
Exceptions / non-returnable items
Certain types of items cannot be returned, including perishable goods (such as food, flowers or plants), customised products (such as special orders or personalised items) and personal care items (such as beauty products).
We also do not accept returns for hazardous materials, flammable liquids or gases. Please contact us if you have any questions about your specific item.
Exchanges
The quickest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and verified your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember that it may take some time for your bank or credit card company to process the refund.
