Refund policy

This policy remains active at all times

 

Returns & Exchanges Policy 🎀

At Hey Cutie, we take immense pride in the quality of our collections. Because we specialize in intimate apparel, lingerie, and clubwear, we maintain incredibly high hygiene and quality control standards.

The "Perfect Fit" Promise

We want you to love your new wardrobe! To ensure you are happy with your purchase, we are here to help with any size, fit, or colour queries before you place your order. Since we carry a massive range of styles, we want to help you find the perfect match the first time.

Returns for Faulty Goods

In the rare event that you receive an item with a manufacturing fault, we are here to make it right. Our products undergo strict quality checks, but if something slipped through:

  • Notification: You must notify us in writing within 24 hours of receipt of any damages or shortages.

  • Process: Contact us HERE with your order number and photos of the fault. No returns will be accepted without prior written authorization.

  • Outcome: Once verified, we will offer an exchange for the same item or a store credit if the style is no longer available.

Exclusions (Non-Returnable Items)

Due to health and safety regulations and the nature of our products, we cannot accept returns or exchanges on:

  • Items that have been worn, soiled, or washed.

  • Items where the original packaging/seals have been broken or removed.

  • Discontinued "Clearance" or "Sale" styles.

  • Items returned without original, unbroken packaging.

N.B. If we receive a return that does not meet these hygiene and quality standards, the item will be sent back to you at your expense.

Order Cancellations

To maintain the efficiency of our boutique and cover processing costs, the following cancellation policy applies to orders cancelled before dispatch:

  • Cancellation Fee: 2.0% of the total order value plus a £2.00 flat fee.

  • Exceptions: If Hey Cutie has to cancel your order due to stock issues, no fee will apply.

Delivery & Missing Parcels

If your parcel is damaged upon arrival, please sign for it as "Damaged" with the courier. In the unlikely event that an order goes missing in transit:

  1. Contact us in writing with your name and order number.

  2. We will investigate with the delivery company (Royal Mail/DPD/FedEx).

  3. A resolution must be reached by the delivery company before a replacement or credit is issued.