Refund policy

Last updated: October 10, 2026

We want you to love your Hilo order. Please review the policy below before purchasing.

Returns

We accept eligible returns requested within 14 days of delivery.

To be eligible for a return, your item must:

• Be unworn, unwashed, and unused
• Be in its original condition
• Have all original tags attached
• Be free from stains, makeup, deodorant marks, pet hair, odors, or other signs of wear

Items returned to us without first requesting a return may not be accepted.

To request a return, contact hilocustomercare@gmail.com with your order number and reason for the return.

If your return is approved, we will provide instructions for sending your item back.

Return Shipping

Unless the item arrived damaged, defective, or incorrect due to an error by Hilo, customers are responsible for return shipping costs.

Original shipping charges are non-refundable except where required by law or when the return results from an error by Hilo.

We recommend using a trackable shipping service when returning an item. Hilo is not responsible for return packages lost or damaged while being shipped back to us.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow time for your bank or payment provider to process and post the refund after it has been issued.

Items that are returned worn, washed, damaged, altered, or otherwise outside the requirements of this policy may not qualify for a refund.

Exchanges & Size Changes

Because Hilo releases are produced in limited quantities, we cannot guarantee exchanges or replacement sizes will be available.

If you need a different size, contact us as soon as possible at hilocustomercare@gmail.com.

If the requested size is available, we may be able to arrange an exchange. If it is sold out, we may instead offer an eligible return and refund.

Please carefully review our size guide before ordering.

Preorders & Shipping Delays

Preorder items are not ready for immediate shipment. The applicable product page will state the expected shipment date or shipment window before you order.

If we cannot ship within the stated time, we will notify you, provide a revised shipment date, and offer the choice to agree to the delay or cancel for a full, prompt refund of the unshipped order. We will obtain consent where required by law. If required consent is not received, we will cancel and promptly refund the unshipped order. Starting production does not remove these rights.

For other cancellation requests, contact Hilo Customer Care as soon as possible. We will try to accommodate requests before fulfillment. Any statutory cancellation rights remain available.

Limited Drops & Sold-out Items

Hilo products are released in limited quantities.

If an item or size sells out, we cannot guarantee that it will be restocked or available for an exchange.

Purchasing an item does not guarantee the future availability of another size, color, or design.

Sets & Bundles

If you purchase a Hilo set or bundle at a discounted set price, the items are considered part of the same bundle for refund purposes.

If a complete set is returned and meets the requirements of this policy, the refund will be based on the amount actually paid for the set.

If we allow an individual piece from a discounted set to be returned, the refund amount may be adjusted to account for the bundle discount originally received.

Damaged, Defective Or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us at hilocustomercare@gmail.com as soon as reasonably possible after delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos showing the problem

We will review the issue and, where appropriate, arrange a replacement, refund, or other resolution.

Normal variations in garment measurements, embroidery placement, color, texture, or other minor manufacturing characteristics are not necessarily considered defects.

Non-returnable Items

The following items generally cannot be returned unless required by applicable law:

• Items that have been worn or washed
• Items without their original tags
• Items damaged after delivery
• Gift cards
• Items specifically marked Final Sale

Sale or promotional pricing alone does not make an item Final Sale unless it is clearly identified as such before purchase.

International Returns

International customers may request eligible returns under the same return window described above.

Unless an item arrived damaged, defective, or incorrect due to an error by Hilo, international customers are responsible for return shipping costs and any applicable return-related customs or carrier charges.

Original international shipping charges, duties, taxes, and import-related charges may not be refundable by Hilo where those amounts were collected or retained by carriers, governments, payment providers, or other third parties, except where required by applicable law.

Additional consumer rights may apply depending on the customer's country or region. Nothing in this policy is intended to limit rights that cannot legally be waived.

Order Cancellations

If you need to cancel or change an order, contact us immediately at hilocustomercare@gmail.com.

We will make reasonable efforts to accommodate requests, but changes and cancellations are not guaranteed once an order has entered processing, production, or fulfillment.

Contact

For return, refund, exchange, or order questions, contact:

Hilo
hilocustomercare@gmail.com

UK & European Union Cancellation Rights

Where UK or EU distance-selling rights apply, you may cancel an eligible online purchase without giving a reason within 14 days after receiving the goods. Notify Hilo Customer Care by email with a clear statement that you wish to cancel. You then have 14 days from notifying us to send the goods back.

You may inspect and try on clothing as you would in a shop. We may deduct only a legally permitted amount for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Our ordinary return conditions and Final Sale labels do not override statutory rights.

We will refund the purchase price and the cost of our least expensive standard outbound delivery option within 14 days of your cancellation notice. We may withhold the refund until we receive the goods or you provide evidence of sending them back, whichever occurs first. You pay direct return shipping costs for change-of-mind returns; Hilo covers appropriate return costs for faulty, damaged, or incorrect goods. Refunds use the original payment method unless agreed otherwise, without a refund fee.

Optional Cancellation Form

To: Hilo Customer Care, hilocustomercare@gmail.com
I hereby give notice that I cancel my contract for the following goods:
Goods / order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):

You may use this form or any other clear cancellation statement. Nothing in this policy limits mandatory consumer rights.