Refund policy

Returns

If you are not 100% satisfied with your purchase you can return your goods for whatever reason, no questions asked. You have 14 days, from the date of receipt, to return your items to us. (See below for Christmas 2022 returns policy).

Items must be returned in 'perfect sellable condition’. We do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept items for return if;

• Tags have been removed.
• They are marked, soiled, stretched, bleached or damaged in anyway.
• They are scented with aftershave, perfume, deodorant or smoke.
• They have been washed.
• Shoes have been worn outside.
• The inner sole is covered in sock fluff or hair.
• The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.
• All decks and hardware must be un-skated and returned in the original packaging.
• Once a deck has been assembled, we cannot accept either the deck or the hardware for return.
• For hygiene reasons we cannot accept returns for underwear and socks unless faulty.

For all shoe returns we require the original shoe box, the shoe box is included as part of the goods.  This needs to be unmarked and cannot be used directly as the postage box. We cannot accept returns for shoes if the box is missing, damaged or marked as we cannot sell them on to another customer. You wouldn’t want to receive your new shoes in a visibly damaged/ marked shoe box.

All goods/ products are at the responsibility of the customer until they have been delivered to us.

We reserve the right to refuse a return if we deem it to be in an unsuitable condition and the items may be returned to you at your own cost.

How To Return Your Item/S To Us:

Returns are at the cost of the customer unless faulty or an error has occurred. In such an instance please contact us by email to arrange a free return. We cannot reimburse return shipping costs if items have been returned without contacting us first.

Returns Address:

Hiatus Store, 

74a Brynymor Road, 

Swansea, 

SA1 4JJ

Returns can be sent back using any shipping provider. 

Please make a note of your order number within the parcel so that refunds can be issued. Returns can be sent back using any shipping provider. 

Please contact us at hello@hiatus-store.com if you have any quires.  

Christmas 2022 Returns Policy

Any items bought between 25th November and 24th December have until January 8th to exchange or refund.    

Notifications, Exchanges And Refunds

We will be in touch by email once your return has arrived and is in processing. Please allow 2-3 working days for the parcel to be returned to us and a further 1-2 days for us to process your return. During peak periods such as Black Friday and Christmas returns please allow 3-5 working days for your return to be processed.

If we are able to fulfil your exchange, we will send you an email to confirm that this has been swapped and shipped. We will look to use the same delivery method and delivery address as your original order. Due to the quick turnaround on exchanges we are not always able to make changes. If you would like to have your exchange delivered to a different address please contact us at hello@hiatus-store.com.

We can only fulfil exchanges when the requested item is a different size/ colour of the same original style.

If your exchange is no longer in stock we will issue you with a refund for your return and confirm via email. All refunds are final and cannot be reversed.

If we are processing a refund for your return we will notify you via email as soon as it has been actioned. Please allow 3-5 working days for the funds to be available again in your bank account. If you have paid through PayPal you may find that the refund goes directly into your PayPal balance.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive 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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Cancellations

If you want to cancel your order please notify us asap. If cancelled before your order ships we will issue a full refund upon your instruction. Cut off time for shipping is usually 2pm, we don't ship or deliver at the weekend or on bank holidays.

If you notify us that you wish to cancel your order after it has shipped out we will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.

Please be aware that due to some courier's operations and the quick turnaround on next working day deliveries it may not be possible to cancel your order once dispatched.  If this is the case you can return your order using the returns information above.