Returns & Refunds
Last updated: 18/06/2026
Overview
Each product is made to order specifically for you once an order is placed. As a result, we do not accept returns or exchanges for change of mind, incorrect size selection, or buyer’s remorse.
Please review product descriptions, sizing information, and your order details carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, misprinted, or different from what you ordered, please contact us within 14 days of receiving your order.
To help us resolve the issue, please include:
Your order number
A description of the problem
Clear photographs showing the issue
If the issue is confirmed, we will arrange a replacement or refund at no additional cost to you.
Lost Packages
If your order appears to be lost in transit, please contact us as soon as possible.
We will work with our fulfilment partner and shipping carrier to investigate the issue and determine an appropriate resolution.
Size Exchanges
Because all products are made to order, we cannot offer exchanges for incorrect sizing chosen by the customer.
Please refer to the sizing information provided on each product page before placing your order.
Returns
We do not accept returns of non-defective products.
Items should not be returned without prior authorisation from us.
Unauthorised returns may not be accepted or refunded.
Refunds
Where a refund is approved, it will be issued to the original payment method used during checkout.
Refund processing times may vary depending on your payment provider.
Order Cancellations
Orders enter production shortly after being placed.
For this reason, cancellation requests can only be accommodated if production has not yet started.
Please contact us immediately if you wish to cancel an order.
We cannot guarantee that cancellation requests received after an order has entered production can be fulfilled.
Incorrect Shipping Information
Customers are responsible for ensuring that shipping details are entered correctly at checkout.
If an order is returned due to an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.
Contact
For any questions regarding returns, refunds, or damaged products, please contact:
Hop Tops