Refund policy

We want you to keep the pieces that fit and feel right. If something is not what you expected, you can return it under the terms below.

Return window

You have 30 days from the day your order is delivered to request a return. Items sent back without a prior request may not be accepted.

Condition of returned items

Unworn, unwashed and free of perfume, deodorant and makeup marks.
Original tags attached and the item returned in its original packaging where possible.
Knitwear, skirts and tops must not have been altered or repaired.

How to start a return

Email support@hiltonfashion.shop with your order number and the item you would like to return. We reply within one business day with the return address in Napier and the next steps.

Refunds

Once the item reaches us it is inspected within 2 business days. Approved refunds are issued to the original payment method; your bank may take a further 5 to 10 business days to show the credit. Original shipping charges are not refunded unless the item was faulty.

Exchanges

If you need a different size, tell us in your return email and we will hold the replacement while your return is in transit, subject to stock. If the size is no longer available we refund the item instead.

Faulty or damaged items

If a parcel arrives damaged, contact us within 48 hours of delivery with photographs of the packaging and the garment. If a parcel is lost in transit, contact us within 7 days of the expected delivery date so we can open a courier trace. Faulty items are repaired, replaced or refunded at our discretion, and we cover the return postage in those cases.