Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

Products that can be delivered immediately will be delivered within 4-8 working days.

Undeliverable products have an expected delivery time of between 8-12 working days.

You can find the estimated delivery time for your order in your order confirmation email.

To check the delivery status of your order, please refer to the shipping confirmation you received via email.

For each parcel sent to you, you will receive a shipping confirmation that contains a link to track the shipment. This confirmation will be sent to you after the order confirmation when the goods have been dispatched.

You can check if you have completed your order correctly by using the confirmation we have sent you via email. If you have created a customer account, you can log in to the website and view your orders under ‘Orders’. If you have any questions, you can always contact our customer service by email at

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Of course, you can also have your order delivered to an address other than your billing address, such as your workplace or a Colissimo collection point. To do this, simply select one of the payment methods offered and enter the desired delivery address in the ‘Delivery address’ section.

Unfortunately, it is not possible to change the delivery address at a later date. As orders are processed immediately, we cannot guarantee a change.

If the specified delivery address cannot be found or your order cannot be delivered, the shipment will be returned to us. As soon as we have received and checked your return, we will pay you the corresponding amount using the payment method you chose when you placed the order.

If your order is eligible to be returned, follow these steps to start the return process:

1. Send an email via the ‘Contact us’ section of the website.

2. Make sure that the email contains the following information


-Order number
-Reason for the return request
-Photo of the product in case of breakage
-Customer's first name + last name.
-Customer's address

We will contact you to inform you about the return address.

As soon as we have received and checked the returned goods, the credit will be refunded to you with the invoice amount within 14 days using the payment method you chose when you placed your order.

If you return your order in full, you will receive a full refund of the purchase price, excluding the return shipping costs.

If an item that we have delivered is damaged, defective or otherwise not up to standard, you can of course make a complaint and return the item to us free of charge using the return slip. All information about returns can be found under ‘How can I return?’.

At Hailey London you can return the ordered goods to us within 30 days of receipt of your order. Further information about the right of cancellation in our online shop can be found in our General Terms and Conditions (GTC). Please note that returns via the postal service are processed faster than returns via a collection point.