Returns, Refunds and Exchanges
At Hetti Smith, we take pride in creating high-quality handmade garments with care and attention to detail. Due to the nature of our products, our returns policy is a little different from mass-produced stores. Please read the following carefully before placing your order.
Refunds & Exchanges – What’s Eligible?
If the item you receive is not as described (e.g. incorrect item sent, a fault in workmanship), you are entitled to request a refund or exchange within 14 days of receiving your order.
To be eligible, items must be returned:
- In original, unworn, unwashed condition
- With tags still attached (if applicable)
- Posted back to us within 7 days of your return being approved
Refunds will be processed only after the item has been returned and inspected.
- If you opt for an exchange, please note:
- The replacement item may need to be made to order, which can involve a wait time
- Exchange availability depends on fabric stock and current production capacity
What Can’t Be Returned?
We do not accept returns, refunds or exchanges for:
- Change of mind
- Change of size (please refer to our sizing chart carefully or reach out before ordering)
- Custom made items (including any order with custom sizing, design changes, or fabric)
- Orders using customer-supplied fabric
- Pre-orders (unless the item is faulty or not as described – see below)
Why We Don’t Accept All Returns
As a small batch, slow fashion brand, every Hetti Smith piece is carefully handmade—often just for you. We don’t hold excess stock in a warehouse, and we don’t mass-produce garments in standardised sizes. This means that once an item is made, we can’t simply replace it or resell it like large-scale retailers can.
Many of our garments are made-to-order, often using fabric that’s been custom printed or specially selected for a particular style or customer.
We deeply value each order and put great care into creating your garment. We encourage you to check your order details carefully and reach out if you’re unsure about sizing, fabric, or design—we’re always happy to help before production begins.
By choosing Hetti Smith, you're supporting ethical production, slow fashion, and a more sustainable approach to clothing. We appreciate your understanding and support of our process.
Return Shipping
- Return postage costs are the responsibility of the customer
- Original shipping and handling fees are non-refundable
- We recommend using a tracked service to return items
Pre-Order Policy
We offer exclusive fabric and style drops via pre-order, allowing you to secure your custom garments before they’re made.
Because pre-orders are made specifically for you, please note:
Can I change my size, style or fabric after ordering?
If you change your mind prior to the end of the month, and our fabric order for that month has not yet been placed, you can request a change to your order. This includes changing the size or fabric choice.
Unfortunately, no changes can be made once the fabric has been ordered (at the end of the month).
Please double-check your size, style and fabric choice carefully before checkout.
Can I cancel my pre-order?
Cancellations are only possible before the fabric order is submitted (by the end of the month).
If you need to cancel, please email us as soon as possible at hetti.smith@outlook.com.
Once fabric has been ordered or printed, your order is locked in and non-refundable.
Still Need Help?
If you have a question or need support with a return, refund, or exchange, please don’t hesitate to email us at:
We’ll do our best to help where possible within the terms of our policy.