CUSTOMER CARE
Returns & Exchanges
Sometimes a piece is not quite right. Our returns process is designed to be clear, considered, and as simple as possible from the first message to the final resolution.
Made simple
A thoughtful way back.
We hope every Hiyara piece feels right from the moment it arrives. When it does not, our returns process is designed to be calm, transparent, and uncomplicated.
01
Return window
Hiyara offers a voluntary 30-day return period, beginning on the day your order is delivered.
To be eligible for a return, the piece must be unworn, undamaged, and complete, with its original packaging and any accompanying materials.
Please handle and try on jewelry carefully until you have decided to keep it. Pieces showing signs of wear, scratching, damage, alteration, or improper handling may not qualify for a voluntary return.
The voluntary 30-day return period does not limit any statutory rights available to you.
02
Beginning a return
Before sending anything back, please email returns@wearhiyara.com .
Include your order number, the piece you would like to return, and a short note explaining whether you would prefer a refund or an exchange.
We will reply with the correct return address and instructions. Please do not send a parcel to an address shown elsewhere on the website or on previous correspondence unless we have confirmed it for your return.
1
Contact us
Email your order number and requested return or exchange.
2
Receive instructions
We will confirm the correct return address and next steps.
3
Send the piece
Package it securely and retain proof of postage.
4
Await confirmation
We will inspect the return and email you with the outcome.
03
Condition of returned pieces
Returned pieces should be in the same condition in which they were received.
- Unworn and unused
- Free from scratches, marks, fragrance, or residue
- Not altered, resized, repaired, or modified
- Returned with the original packaging
- Protected carefully during return transport
You may inspect a piece as you would in a physical shop, but handling beyond what is reasonably necessary to assess its nature, characteristics, and fit may affect the amount refunded where permitted by law.
04
Return shipping
For an ordinary return made because you changed your mind, return postage is paid by the customer.
We strongly recommend using a tracked shipping service and keeping the receipt or proof of postage until the return has been completed.
Hiyara cannot accept responsibility for return parcels that are lost before reaching us when no suitable proof of shipment is available.
Original express or upgraded delivery charges are not refundable beyond the cost of the least expensive standard delivery option offered for the order, where applicable.
05
Refunds
Once your return has arrived, it will be checked carefully. We will then email you to confirm whether the return has been approved.
Approved refunds are issued to the original payment method. We do not normally refund an order to a different card, account, or payment service.
After a refund has been initiated, your bank, card issuer, or payment provider may require additional time before the amount appears in your account.
We may wait until the returned goods have arrived, or until you provide evidence that they have been sent back, before completing the refund where permitted.
06
Exchanges
Exchanges are available when the requested replacement is in stock.
Email returns@wearhiyara.com with your order number and the piece or size you would prefer.
Because many Hiyara designs are created in limited quantities, we cannot reserve or guarantee a replacement until the returned piece has been received and approved.
Where a direct exchange is not available, we may recommend returning the original piece for a refund and placing a new order separately.
07
Damaged, faulty, or incorrect pieces
If your order arrives damaged, appears faulty, or contains a different piece from the one ordered, please contact us promptly before sending anything back.
Email returns@wearhiyara.com with your order number, a description of the issue, and clear photographs of the piece and packaging.
We will review the information and arrange the appropriate solution. Where a defect or fulfilment error is confirmed, Hiyara will cover the reasonable return shipping cost and offer the remedy available under the applicable consumer law.
Your statutory rights relating to faulty or misdescribed goods remain unaffected by this voluntary returns policy.
08
Return exclusions
Certain pieces may be excluded from Hiyara’s voluntary 30-day return offer, including:
- Bespoke, engraved, or clearly personalized pieces
- Pieces altered or resized specifically at the customer’s request
- Gift cards
- Items showing wear, damage, or improper handling
Any exclusion will be communicated clearly on the relevant product page or before purchase where applicable.
An exclusion from our voluntary return offer does not remove rights that cannot legally be excluded, including rights relating to faulty or incorrectly supplied goods.
09
Right of withdrawal
Consumers purchasing online within the scope of applicable European consumer law generally have the right to withdraw from the purchase contract within 14 days without giving a reason.
For goods, the withdrawal period generally begins on the day after you, or a person nominated by you other than the carrier, receives the goods.
To exercise this right, send us a clear statement of your decision before the withdrawal period expires. You may do so by emailing returns@wearhiyara.com .
You may use the statutory model withdrawal form, but its use is not mandatory.
The complete legally required withdrawal information and model withdrawal form should also remain available through Hiyara’s formal store policies.
A small note
Our voluntary return promise is intended to make choosing a Hiyara piece feel considered and reassuring. It operates alongside—and never replaces—the consumer rights granted by applicable law.
Ready to begin?
We’ll guide you through it.
Share your order number and tell us whether you would prefer a return or exchange. We will reply with the correct next steps.
Begin a return Visit contact page