Refund policy
Returns & Quality Guarantee
At Hilt & Stone, every item is made to order specifically for you. We stand behind the quality of every product we create and want you to be completely satisfied with your purchase.
If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of delivery. We'll review the issue and, when confirmed, provide a replacement or refund at no additional cost.
Our goal is simple: resolve legitimate issues quickly and ensure every customer has a positive experience with the brand.
Order Cancellations
Because every product is produced after an order is placed, orders may only be canceled before production begins. Once production has started, the order can no longer be canceled or modified.
If you need to make a change, please contact us as soon as possible after placing your order.
Returns & Exchanges
Due to the made-to-order nature of our products, we generally do not accept returns or exchanges for:
- Incorrect size ordered
- Change of mind
- Preference for a different color or design
- Buyer's remorse
Please review sizing information carefully before placing your order.
Return Eligibility
When a return is approved, items must be:
- Unworn (except for trying on)
- Unwashed
- Unaltered
- In original condition
Items marked Final Sale are not eligible for return or exchange.
Refunds
If a replacement is not possible, or you prefer a refund, we'll gladly assist.
For approved returns that are not the result of a manufacturing defect, printing error, or fulfillment mistake, customers are responsible for return shipping costs unless otherwise required by applicable law.
Once the returned item has been received and inspected, approved refunds will be issued to the original payment method. Please allow 3–5 business days for processing after the item is received.
Customers in the European Union
Customers located in the European Union may have additional consumer rights under applicable law. Because Hilt & Stone products are manufactured individually after an order is placed, certain made-to-order items may be exempt from the standard right of withdrawal where permitted by applicable law.
Nothing in this policy limits any statutory rights available under applicable consumer protection laws.
Need Help?
For questions about your order or to request assistance, contact us at:
