Returns & Refunds

How do I return or exchange my item?

We accept returns and exchange requests made within 14 days ( 30 days over Christmas Period ) from when the order has been received by you.

Returning an item for a refund or exchange is simple:

  1. Get in touch with us via our contact page or email sera@hathawayproject.com within 48 hours of receiving your order.

  2. Please place your name, email and order number:

    • On the outside of your return parcel.

    • Or place a note inside your return parcel.

  3. We advise you send returned items by registered post to keep your proof of postage as we cannot be responsible for goods lost or damaged in transit.

  4. Once you contact us regarding the return request we will confirm our return address.

To be eligible for a return, your item must be unused, and in the same condition that you received it. Swing tag must still be attached. If an Item has any indication that it has been used will be returned to you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. In some cases if you receive a refund, the cost of return shipping will be deducted from your refund.

Non-returnable items:
Gift cards

When will I receive my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please be aware it can take up to 10 working days for funds to clear with your bank

Exchanges

If you would like to exchange an item please send us an email at sera@hathawayproject.com. You will need to return the original item in a condition eligible for returns as stated above, and then you can place a new order.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sera@hathawayproject.com

Sale items

Only regular priced items may be refunded, unfortunately unless confirmed prior to purchase sale items cannot be refunded. Please do not hesitate to contact us with any questions you may have.

Gift Exchanges

If the item was marked or noted as a gift when purchased and shipped directly to you, once the returned item is received you’ll receive a gift credit for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves and gifted to you, a refund will be provided to the gift giver. Please note that this will result in the gift giver finding out about your return.