Refund policy

RETURNS & EXCHANGE POLICY

Return, Exchange & Refund Policy

At HAMELLE, we want you to love every bag you purchase from us. If your order does not meet your expectations or you experience an issue with your product, we are here to help. Please read our return, exchange, and refund policy carefully before placing your order.

1. Return Policy

If you wish to return an item, please contact our customer support team within 24 hours of receiving your order.

To request a return:

  1. Contact us via email or phone and provide your order number along with the reason for your return.

  2. Our support team will guide you through the return process and provide the necessary instructions.

  3. Once we receive the returned item, our team will inspect its condition.

  4. Eligible returns will be processed according to this policy. If a refund is approved, we will inform you about the refund process and expected timeline.

Return Conditions:

  • Return requests must be submitted within 24 hours of delivery.

  • Items must be returned within 7 days of delivery, subject to approval.

  • Products must be unused, undamaged, and in their original condition, with all tags, accessories, and packaging intact.

  • Proof of purchase or a valid order number is required.

  • Items showing signs of use, damage caused after delivery, or missing original packaging may not qualify for a return.

2. Damaged or Missing Items

Damaged Products

If you receive a damaged or defective item, please notify HAMELLE within 24 hours of delivery.

  • Share your order number and clear photos or videos showing the damage.

  • Our team will review the issue and contact you with the next steps.

  • If the claim is approved, we will arrange a replacement or refund, depending on product availability and the circumstances of the issue.

Missing Items

If any item is missing from your parcel, please contact us within 24 hours of receiving your order.

  • Provide your order number and details of the missing item.

  • Our team will investigate the matter and aim to update you within 1–2 business days.

  • If the missing item is confirmed, we will arrange to send it to you or issue an appropriate refund.

Important Delivery Note: Please check your parcel upon delivery. If the package appears visibly damaged or its seal is broken, inform the delivery rider and contact HAMELLE immediately. If possible, document the parcel's condition before opening it.

3. Exchange Policy

If you would like to exchange a product for another item, please contact our customer support team within 24–48 hours of receiving your order.

Exchange Process

  1. Contact us with your order number, the item you wish to exchange, and the product you would prefer instead.

  2. Our team will review your request and provide return instructions.

  3. Customers are responsible for return shipping costs for change-of-mind exchanges, unless otherwise agreed by HAMELLE.

  4. Once the returned product reaches us, it will be inspected to ensure it meets our exchange conditions.

  5. If approved, we will arrange the exchange, subject to stock availability.

Exchange Conditions

  • The item must be unused and in its original condition.

  • Original tags, packaging, and accessories must be included.

  • Products that have been used, damaged by the customer, or returned with missing components may not qualify.

  • If an exchange request is rejected because the item does not meet the required conditions, the original item will be returned to the customer. Additional delivery charges may apply.

Product Availability

All exchanges depend on stock availability. If your requested replacement item is unavailable, HAMELLE will discuss suitable alternatives with you. A refund may be considered where applicable under this policy.

4. Refund Policy

Refunds are subject to eligibility and inspection of the returned product. Once a refund is approved, our team will inform you of the applicable refund method and processing timeline.

Refunds for damaged, defective, or confirmed missing items will be assessed based on the circumstances of the order. Shipping charges, where applicable, will be handled in accordance with the reason for the return and applicable requirements.

5. Contact HAMELLE

For return, exchange, or refund assistance, please contact us using the details below:

Brand: HAMELLE

Email: hamellecollection@gmail.com

Phone / WhatsApp: 03132363203

We appreciate your trust in HAMELLE and will do our best to resolve your concerns fairly and professionally.