HELP DESK

GENERAL INFORMATION

Please allow up to 4 business days for your order to be processed before shipment. Once your order is on its way, you’ll receive tracking information via email.

In some cases, a member of our team may reach out to confirm or assist with your order. If you receive an email or text from us, please respond as soon as possible to avoid delays.

During high-volume periods or major online promotions, processing times may be longer than usual. We appreciate your patience while we work hard to get your order to you.

All orders are shipped via express courier services. Please allow up to 7 business days for delivery due to potential shipping delays.

For international orders, shipping may take 7 or more business days, depending on your location.

Need help or want to make a change to your order or shipping details? Contact us anytime at: hello@wearehsu.com

ORDER CANCELLATION

You may cancel your order within 2 days of purchase without needing to provide a reason. To cancel, simply email us at hello@wearehsu.com with a clear request.

Once approved, we’ll process your refund within 14 days using your original payment method — no fees involved.

EXCHANGE POLICY (NO REFUNDS)

We have a 30-day exchange policy, which means you have 30 days after receiving your item to request an exchange, as long as the item is unworn, has all original tags, and is in new/original condition.

To be eligible for an exchange, 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.

We reserve the right to refuse any exchanges that don’t meet these conditions.

Need to swap an item before your order ships? Contact us ASAP at hello@wearehsu.com

HOW TO RETURN AN ITEM FOR EXCHANGE

To start an exchange, contact us at hello@wearehsu.com. If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back without first requesting an exchange will not be accepted.

Customers are responsible for the cost and risk of return shipping. We strongly recommend using a trackable and insured shipping method — we cannot process an exchange without receiving the item or proof of delivery.

DAMAGES & ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received 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, such as:

  • Perishable goods (e.g., food, flowers, or plants)

  • Custom products (e.g., special orders or personalised items)

  • Personal care goods (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.

If you’re unsure whether your item qualifies, please reach out to us.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some timefor your bank or credit card company to process and post the refund.

CONTACT US

Questions? We’ve got you. Reach out anytime at: hello@wearehsu.com

Thank you for shopping with We Are HSU. We’re here to make sure you love every piece, and we’re committed to providing a smooth shopping experience.

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