Refund policy

Return & Exchange Policy — Halston Grey

1. Order Cancellation
Orders can be canceled within 4 hours of purchase, provided the order has not yet been processed. After this window, the order is in production/processing and cannot be canceled.

2. Exchange
One-time exchange per order, within 30 days of delivery. You keep your original item — no return needed. You only pay the shipping cost for the new item ($12–19, depending on the product).

3. Full Return
You have 14 days from the date you receive your order to request a return. Returns requested after 14 days cannot be accepted.

• Item must be unworn, unwashed, and in original condition with all tags attached and original packaging. Items showing signs of wear, makeup, deodorant, or perfume stains will be rejected.
• Return shipping (including customs clearance) is the customer's responsibility. You must use a shipping method where you, as the sender, are responsible for customs clearance — methods requiring the recipient to handle clearance cannot be used, as our warehouse will be unable to receive the package.
• ⚠️ Do not send your return to the address on your original package — that is our logistics carrier's facility and cannot process returns. You must contact us first for the correct return address.

4. How to Initiate a Return

• Step 1: Email support@halstongrey.com with your order number and reason for return.
• Step 2: We review and respond with return authorization and the correct address within 24 hours.
• Step 3: Ship your item back within 7 days of receiving instructions, using a trackable shipping method. Provide the tracking number once shipped — we are not responsible for lost return packages, and returns without tracking will not be accepted.

5. Damaged or Incorrect Items
Contact us within 14 days of delivery with photos or video showing the issue. For orders under $40, we issue a refund or replacement based on photo evidence alone — no return required. For orders $40 and over, a return with tracking is required before a refund is issued; replacement remains available without return in all cases.

6. Refund Processing
Once your return is received, we inspect it within 3–5 business days and notify you of approval or rejection. Approved refunds are issued to your original payment method within 14 business days.

7. Non-Returnable Items

• Gift cards
• Sale/final sale items
• Promotional add-ons, gifts, or mystery box items
• Items without proof of purchase
• Items damaged by customer use, improper washing, or alteration

8. Delivery Issues
We are not responsible for failed delivery caused by incorrect or incomplete shipping information provided by the customer (wrong address, missing apartment number, etc.). Please double-check your shipping details at checkout.

Return Address
Company name: Liu Changxing
Street address: No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409
City: Suxi Yiwu Town
Zip code: 310000
Province: Zhejiang
Country: China