Refund policy
How are your products made?
We work with print-on-demand suppliers, with locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at hello@hedzuponline.com.
I received a wrong / damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at hello@hedzuponline.com within a week with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
Any claims for misprinted / damaged / defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Errors made by HedzupOnline will be covered at our expense.
RETURNS
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at hello@hedzuponline.com.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at hello@hedzuponline.com with photos of wrong / damaged items and we’ll sort that out for you.
Can I exchange an item for a different size / color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts. Though rare, it's possible that an item you ordered was mislabelled. If that is the case, please let us know at hello@hedzuponline.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
ORDERS FAILED TO DELIVER
If the carrier isn’t able to deliver the items because of the wrong address, or if the package was unclaimed and returned, customers will be charged the shipping costs for reshipments.
ORDER RETURNED BY THE CUSTOMER
Sometimes customers want to return their newly purchased products. Usually, it’s because they’ve ordered the wrong size or just don’t want the items anymore. Please, contact HedzupOnline before returning any products; depending on the return reason we can share options on how to proceed.
DAMAGED & MISLABELED ITEMS
We pride ourselves on unparalleled product quality; all our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement. Please share a detailed description of the problem with clear photos, within 30 days. We’ll gladly find the best solution and reship the product for you.
BUYER’S REMORSE
HedzupOnline only offers refunds for damaged or mislabeled products, but, please reach out if you are unhappy, so we can try to find a solution.
SIZE EXCHANGES
Ordering the wrong size, unfortunately, won’t be eligible for a refund. We make everything on demand, so requesting a size exchange would mean producing an entirely new product.
LOST IN TRANSIT
All our shipping has tracking, although the accuracy may differ for some carriers, if the estimated delivery date has passed, the package might be lost in transit. If the shipping address was correct and the order still hasn’t arrived, please reach out and we will find a resolution. We usually cover the costs of reproduction and shipping replacement orders.