Refund policy

Return & Refund Policy

All Hemlock & Honeysuckle products are made to order and customized, which means we are unable to accept returns or exchanges.

However, your satisfaction matters to us. If your order arrives damaged, defective, or incorrect, please reach out to us within 14 days of delivery at hello.hemlockandhoneysuckle@gmail.com. with a photo of the issue, your order number, and a description of the product. If the product meets our refund/replacement criteria, then we will discuss how you would like to proceed from there. 

We do not offer refunds/replacements for buyer's remorse, incorrect sizing choices, or change of mind. Moreover we do not offer refunds/replacements for slight color differences, slight imperfections (as these items are made by hand and some slight imperfections are expected), or if your order matches the description you gave. For example, if you ordered and recieved "Alastor Saint Claire's The Blood Rises" but actually wanted the first edition of "Alastor St Claire's The Blood Rises"

Thank you for supporting a small, independent shop — we truly appreciate every order.

You can always contact us for any return question at hello.hemlockandhoneysuckle@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your complaint, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at hello.hemlockandhoneysuckle@gmail.com.