Refund policy

HER XXXI Return & Refund Policy

At HER XXXI, each item is made to order specifically for you. Because our products are created after your order is placed, we are unable to accept general returns or exchanges for change of mind, incorrect size selection, or incorrect color selection.

Please review product descriptions, available colors, and sizing information carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, or you receive an incorrect item, please contact us within 14 days of delivery.

When contacting us, please include your order number and clear photos showing the issue. Once reviewed, eligible orders will receive a replacement or refund at no additional cost.

You do not need to return a damaged or defective item unless we specifically ask you to do so.

Sizing & Fit

Because each item is made to order, we cannot accept returns or exchanges when an incorrect size is selected.

Size charts are provided on applicable product pages, and we strongly recommend reviewing them before ordering. If you have questions about sizing before placing your order, please contact us and we'll be happy to help.

Cancellations & Order Changes

If you need to cancel your order or make a change to the size, color, or shipping information, please contact us as soon as possible after placing your order.

Our fulfillment process can begin quickly, so we cannot guarantee that an order can be changed or canceled once production has started.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error in your address after ordering, please contact us immediately. We will do our best to make the correction before your order ships, but address changes cannot be guaranteed once fulfillment has begun.

Orders that must be replaced or reshipped due to an incorrect address provided at checkout may require an additional charge.

Lost or Missing Packages

If your tracking information has not updated for an extended period or you believe your package may have been lost in transit, please contact us so we can help investigate the shipment.

If tracking shows that your package was delivered but you cannot locate it, please first check around the delivery location, with household members or neighbors, and with the shipping carrier.

If you're still unable to locate your package, contact us and we'll help determine the appropriate next steps.