Refund policy
STANDARD RETURNS
We hope you are delighted with your HONNA purchase. However, if you wish to return your order, please do contact us at hello@honnalondon.com within 14 days of receiving your order.
Unfortunately we do not offer free returns and we would advise sending the item via a recorded or tracked delivery service as we cannot be held responsible for lost or damaged garments in transit.
Providing the item is unworn, packed into the original cloth bag and the original tags remain attached, once we have received the return, we will process the refund for you. Please note that shipping costs are non-refundable.
EXCHANGES
We offer free UK exchanges on all full priced items. Please do return the item to us via a recorded or tracked delivery service as we cannot be held responsible for lost or damaged garments in transit. Providing the full priced item is returned to us unworn, packed into the original cloth bag and the original tags remain attached, once we have received your return, we will process the exchange and ship the requested item free of charge.
INTERNATIONAL RETURNS
We offer an extended 30 day returns period for all international customers. Please do note that we do not offer free returns or exchanges for international orders.
Please do allow 5-10 working days for returns to be processed from the date our warehouse receives your return.
FAULTY ITEMS
All items are carefully checked by our team for faults before they are shipped, however occasionally we might miss something and in this instance, providing it has not been worn and the original tags remain attached, we would be more than happy to send a replacement.
If your item arrives damaged, please contact us within seven days of delivery at hello@honnalondon.com. We can only offer an exchange or refund goods if the item was faulty on arrival. We also cannot accept responsibility for items that have been damaged during washing. Similarly, items that are damaged from wear and tear will not be considered faulty.
What is considered faulty?
No two pairs of our pyjamas will be exactly the same. We understand that, as consumers, we all want to receive a ‘perfect’ item but, as in any manufacturing process, minor anomalies occur and we don’t consider these a justification for taking them out of use as they’re still beautiful and completely fit for purpose. Residual colour in the fabric and small fabric flaws will not be considered faulty and these pieces will be shipped by our team. Any items that are not fit for purpose will be deemed faulty and used as a sample. This is part of our brand plan to reduce waste and to continue to embrace the imperfections in natural materials.
Should you be unhappy with an item which we would not deem to be faulty, we can organise an exchange, however this would not fall under our ‘free exchange’ policy.