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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 2 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?


Please refer to the Shipping and Returns section for a full description. In summary, returns are accepted on all unworn, unused, unwashed, undamaged items with the original garment and swing tags on and all original packaging (including dust bags if supplied) if received back to Hester Bly within 14 days of purchase. Please return items in the condition in which they were received as they may be refused if the requirements of a return have not been met. Customers are responsible for paying for their returns and must ensure that they are insured to the value of the goods in case of loss or damage during return shipment. To request a return, please email customercare@hesterbly.com





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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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