Refund Policy
HELLO MACY – Hassle-Free Returns & Refunds
At HELLO MACY, we want you to feel confident when you shop with us. If something is not right, we are here to help within the guidelines below.
Before You Order – Sizing & Appearance
We strongly recommend reviewing our Size Guide before placing your order. If you are unsure, please contact our team for assistance.
Please note:
• A measurement variation of 1–2 cm may occur due to manual garment production. This is standard in the apparel industry and is not considered a defect.
• Colours may vary slightly due to screen settings, lighting conditions, and device displays. Minor differences in shade or texture are not considered defects.
30-Day Return Window
You may request a return within 30 days of delivery provided that:
• The item is unused and unworn
• All original tags are attached
• The item is in original condition and packaging
Items that do not meet these conditions may be refused or partially refunded following inspection.
How to Start a Return
Email support@hellomacy.com with:
• Your order number
• A brief explanation of the reason
• Clear photos or videos if the item is damaged or significantly not as described
Please wait for written confirmation and return instructions before sending any item back. Returns sent without prior approval or to an incorrect address will not be eligible for refund.
We aim to respond within 2–3 business days.
Return Shipping Costs
Return shipping costs are the responsibility of the customer. This applies to both full-priced and sale items.
We recommend using a tracked shipping service. We are not responsible for lost or untracked return shipments.
International return shipping can be costly. Original shipping fees are non-refundable unless the item is confirmed to be faulty or incorrect.
Final Sale Items
Items purchased during anniversary sales or promotional periods are considered final sale for change of mind returns.
This includes:
• Incorrect sizing
• Preference changes
• No longer wanting the item
Final sale items remain protected under consumer law in cases of confirmed defects, damage, or incorrect items.
Refunds & Exchanges
For full-priced items, you may request a refund or an exchange.
Exchanges require the original item to be returned first. Standard return shipping costs apply. Exchanges are processed after inspection and are subject to availability.
Refunds are processed only after the returned item has been received and inspected. Approval is subject to the condition of the returned item.
Original shipping costs are non-refundable unless the item is faulty or incorrect.
Damaged, Incorrect or Missing Orders
If your order arrives:
• Damaged
• Incorrect
• Or does not arrive
Please contact us within 48 hours of delivery. Photo or video evidence may be required to assess the issue. In most cases, you will not need to return the item. We will review the situation and provide a fair solution.
Delivered but Not Received
If tracking shows delivered but you have not received the parcel, you must report this within 7 days of the delivery date shown in tracking.
Claims submitted after 7 days may not be eligible for investigation, refund, or replacement.
Before submitting a claim, please check with household members, neighbours, or building management.
Orders are considered delivered based on carrier confirmation. We are not liable for parcels confirmed delivered unless the courier officially confirms a delivery error after investigation.
Before we can escalate a Delivered but Not Received case, customers are required to contact their local courier to initiate a non-delivery investigation. The courier may provide a case ID or reference number, which we may request in order to follow up on the investigation.
Without a formal courier investigation, our ability to review, replace, or refund the order may be limited.
By placing an order, customers acknowledge and agree to this Delivered but Not Received policy.
Incorrect Address & Return to Sender
Customers are responsible for ensuring the shipping address entered at checkout is complete and correct.
We are not responsible for delivery issues caused by incorrect or incomplete addresses.
If an order is returned to sender due to address errors, refusal, or failed delivery attempts, refunds will be processed only after the item is received back at our fulfilment centre. Original shipping costs are non-refundable. Reshipping costs will be the responsibility of the customer.
Order Cancellations
Orders enter processing immediately after placement.
If a cancellation request is approved after processing has started, a 30 percent cancellation fee may apply to cover fulfilment, handling, and non-recoverable transaction costs.
Orders that have been shipped cannot be cancelled and must follow the standard return procedure.
Disputes & Chargebacks
If you experience any issue, please contact our support team first so we can resolve it quickly.
In the event of a chargeback or formal dispute, we provide the issuing bank with tracking confirmation, order confirmation, communication records, and a copy of our published policies as supporting evidence.
Once a dispute is opened with a bank or payment provider, our ability to assist may be limited while the case is under review.
Refund Processing
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds are issued to your original payment method within 10 business days. Banks and payment providers may require additional time to process the transaction.
If more than 15 business days have passed since approval, please contact support@hellomacy.com.
By placing an order on our website, you acknowledge and agree to this Refund Policy.