Frequently asked questions about returns, refunds, and exchanges.
Local In-Store Purchases & Pick Ups
We will gladly accept returns of any regular priced item within 14 days of purchase with the original receipt for an exchange or in-store credit in the form of a gift card. Items must be in their original state: unwashed, unworn, unaltered, and must have all tags attached. All sale items are final and non-returnable. There are no cash, debit or credit card refunds for any local purchases.
Out of Town & International Purchases
For all out of town & international online purchases through hilltribeontario.com, within 30 days of receipt of your order, you may return any item, in new condition, to Hilltribe Ontario for a refund or exchange. Unless damaged upon arrival, any merchandise purchased on clearance may be returned for store credit (gift card) only. All items must be in their original state: unwashed, unworn, unaltered, and must have all tags attached and with original receipt. Shipping fees are not refundable except in the case of incorrect merchandise.
How do I return?
- Visit our returns center here
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- In-store pick up & purchases are returnable within 14 days from date of purchase
- Out of town online purchases are returnable within 30 days from the date of purchase
- Items must be in original state, unwashed, unworn, unused and in resellable condition
- Items must be in the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned/refunded:
- Gift cards
- Discounted items (items purchased on sale)
- Essential Oils, Incense, Smudge & Soaps
- Face Masks
- Shipping fees
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
- In-store pick up & purchases are eligible for exchange or in-store credit (gift card) only within 14 days from date of purchase
- Out of town online purchases will be refunded to the original payment method
How do I ship back the items?
As soon as your request has been approved you will receive an email with a shipping label and full instructions on how to ship the returned products.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed...
If you have any queries regarding return or refund, reach out to us.