Refund policy

Return Policy

We accept returns when an item arrives damaged, defective, or incorrect. You have 30 days after receiving your item to get in touch.

To start a return, email us at info@hellocues.com with your order number and, where possible, photos of the item. Photos help us resolve the issue quickly and usually mean you do not need to send anything back.

If we do need the item returned, we will send you a return shipping label at our expense, along with instructions on where to send it. Returns sent to us without being arranged first cannot be accepted.

Our return address is 285 Nostrand Avenue #218, Brooklyn, New York.

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Damages and Issues

Please check your order when it arrives and contact us at info@hellocues.com straight away if anything is defective, damaged, or not what you ordered, so we can put it right.

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Non-Returnable Items

Opened or used personal-care products cannot be returned. This does not affect your right to a return if an item arrives damaged, defective, or incorrect.

We also cannot accept returns on sale items or gift cards.

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Exchanges

We do not offer exchanges. The quickest route is to contact us about the damaged or incorrect item, then place a new order for the replacement.

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Shipping

Orders are processed within 2 to 4 business days. Shipping is free on orders of $50 or more. Tracking is emailed to you as soon as your order is on its way.

We currently ship within the United States only.

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Refunds

We will let you know once your return has been received and inspected, and whether the refund was approved. Approved refunds are returned to your original payment method within 10 business days. Your bank or card issuer may need a little longer to post it.

If more than 10 business days have passed since we approved your refund and you have not seen it, please contact us at info@hellocues.com.