Refund policy

Returns and Exchanges

We’re happy to accept returns and exchanges under the policies listed below. Please note that online purchases and in-store purchases follow slightly different guidelines.

1. Timeframes for Returns & Exchanges

Online Purchases

  • You have 30 days from the date of delivery to return your item for a refund.
  • Refunds are issued to your original method of payment.
  • Exchanges can be done by returning the unwanted item and placing a new order.

In-Store Purchases

  • Regular-priced items may be returned for a refund within 14 days of purchase.
  • Regular-priced items may be exchanged within 30 days of purchase.
  • A valid original receipt is required.

2. Eligibility Requirements

Online Purchases

  • Items must be unworn, unwashed, unused, and in their original condition.
  • All tags must be attached and items must be returned in their original packaging.
  • The return must be initiated within 30 days of the order delivery date.

In-Store Purchases

  • Items must be unworn, unwashed, unused, and in their original condition and packaging.
  • You must provide the original store receipt.
  • Refunds and exchanges for in-store purchases must be processed in-store with the original receipt.

Note: We do not offer price adjustments on previous in-store purchases.

3. Final Sale Items

Online Purchases

The following items are final sale and cannot be returned or exchanged:

  • Underwear
  • Swimwear (if hygienic liner is removed)
  • Hair accessories (including headbands and hair clips)
  • Gift cards
  • Samples
  • Items with discounts greater than 50% (marked as “Final Sale”)

In-Store Purchases

The following items are final sale and cannot be returned or exchanged:

  • All sale items
  • Underwear
  • Swimwear
  • Samples
  • Gift cards

4. Return & Exchange Procedures

Online Purchases

You can return items purchased online either by mail or in-store:

a) By Mail

  1. Log in to your account here and locate the order containing the item(s) you'd like to return.
  2. Select REQUEST A RETURN, choose the items, specify the reason, and add any necessary notes.
  3. Submit the request; please allow up to 2–3 business days for approval.
  4. Once approved, you will receive a confirmation email with a prepaid return label (a fee of $7.99 plus tax is deducted from your refund if you use this label). Please note: prepaid return labels are available for domestic returns only.
  5. If you are returning from outside the country of purchase, no return label will be provided. You will need to ship the item back at your own cost using a carrier of your choice. We recommend a trackable shipping method, as we cannot be held responsible for packages lost in transit.
  6. Ship your items back following the instructions provided.
  7. After your items are received and inspected, allow up to 10 business days for your refund to be processed.

b) Return in Store

If you prefer, you may bring your online purchase to a physical store for a return. Items must meet all eligibility requirements (unworn, tags attached, within 30 days of delivery). Please bring your order confirmation or packing slip with you. Exchanges for online orders are processed by returning the item in-store and placing a new order.

In-Store Purchases

Items purchased in a physical store must be returned or exchanged in-store:

  • Bring the item in its original condition (with packaging) along with your original store receipt.
  • For refunds, return the item within 14 days of purchase.
  • For exchanges, you have 30 days from the date of purchase.
  • Note: Sale-price items are final sale and cannot be returned or exchanged.

To find a store near you, please use our store locator.

5. Preparing Your Order for Return (Online Orders)

  1. Include the return slip that arrived with your original shipment. If it's unavailable, include a copy of your order confirmation email or write down your order number and the items being returned.
  2. Place the item(s) in a sturdy shipping container. You can reuse the original box—just remove or cover any old labels—and then affix the new return label.

International returns: If you are shipping your return from outside the country of purchase, a prepaid return label will not be provided. Please arrange return shipping at your own expense using a trackable carrier. Hatley is not responsible for return packages lost or damaged in transit.

Please allow up to 10 days after we receive your returned package for processing. You will be notified by email once your refund has been completed. Shipping charges from the original order are non-refundable.

6. Return Addresses (Online Orders Only)

Canada

Returns
860 90th Avenue,
LaSalle, QC H8R 3A2
Canada

United States

Returns
2501 main st.
Lake placid, NY 12946
USA

European (UK)

Returns
17 Sheen Road
Richmond
Richmond upon Thames
TW91AD
GB

7. Questions?

If you have any questions, please fill out our Contact Us Form.