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Free shipping for orders over £500* T&Cs apply

FAQs

Ordering & Payments

What Payment Methods Are Accepted?


We accept Visa, MasterCard, American Express and PayPal.

How Can I Check My Order Status?


A confirmation email will be sent once we receive your order. Upon shipment and delivery you will also receive an email with tracking and delivery confirmation. By logging into your account, you can track the status of your order.



Who Do I Contact About Questions On My Order?


Please contact our customer service team, customercare@hesterbly.com





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Shipping



How Long Will My Item(s) Take to Ship?


We ask for 3 business days for our team to pack and ship your full order.  If you want to double check your order status, log into your customer account.



Do You Ship Internationally


We work with international couriers e.g. FEDEX and DHL to ship internationally.



Will I Be Notified Once My Item(s) Ships?


You will receive an email with tracking information once your order ships.



What If My Package is Lost?


Please contact us via customercare@hesterbly.com





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Fit & Sizing



How Does Hester Bly Pieces Fit?


We run true to size. Please refer to our size guide when ordering a Hester Bly piece to make sure you have the best fit possible.




Production & Sustainability



Where Is Hester Bly Produced?


We only create and produce one collection a year for sustainability and exclusivity. Our collections are also limited edition, with only 50 pieces made per style. We believe our kaftans are investment pieces that can be worn trans-seasonally! We are proud to partner with a highly regarded, family-owned and run business in Hong Kong for our production.




Returns & Exchanges



What Is Your Return Policy?


Returns must be sent and physically received at Hester Bly UK within 14 days of when the order was delivered to the customer. Return requests or deliveries after this 14 day period will not be accepted. Returns are accepted on all unworn, undamaged items with all of the original garment tags on. Any goods returned must not have been used, worn, washed or damaged, should have the original swing tag and returns garment tag attached and returned in the original packaging, including dust bags if supplied with the goods. We reserve the right to refuse any returns that do not comply with these requirements. In the case of rejected returns that are not returned in perfect condition/have been used, worn or damaged and/or without the garment tag attached or not attached in the original placement, the item will be returned to the buyer and the full cost of that return shipment is the buyers responsibility. Returns are payable by customers both internationally and in the UK. DHL Return labels can be requested by emailing Customer Care. If you wish to use your own, alternative courier to return, this is acceptable. Please note that this is also at your own cost and responsibility and it must be fully tracked and insured as the item remains the buyers responsibility until the item is safely delivered and received in person to Hester Bly in perfect condition. Please remember to obtain proof of postage, ensure your return package is prepaid, tracked and insured to the full value amount paid in case of loss and damage. Once we receive your return and all requirements are met, we will process your refund and send you an email confirmation. We will refund you the price you paid for the goods excluding any shipment incurred customs, duties and delivery costs, by the same method you used for payment. Please note that original shipping costs to the customer will not be refunded. To request a return, please email the reason for the return and your order number to customercare@hesterbly.com





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Regarding exchanges: if you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.



How Long Does it Take For a Refund To Be Processed?


Once an item is received and processed at our warehouse, the refunded amount can take up to a week to appear on your credit card, depending on your bank.

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