Refund policy

REFUNDS + EXCHANGES

We accept returns on all full priced items within 30 days of receiving your order. You can choose a full refund to your bank account or a store credit to use later. Please note that original shipping costs are not refundable.

If you ordered the wrong size or colour, we offer exchanges for the same style. If you are after a different style, we ask that you return your original order for a refund and place a new order for the item you want.

All sale and discounted items are final sale and cannot be returned or exchanged. We recommend choosing carefully during sale periods.

 

HOW TO MAKE A RETURN

To get started, please email us at climbhiya@gmail.com with the subject line "Hiya Return". Include your order number, the item you are returning, the reason for the return, and whether you would like a refund, store credit, or a size exchange.

Once we have this information, we will share the return address with you. You can send your return using any shipping method, but we strongly recommend choosing a trackable service. Hiya Ground is not responsible for any items lost in return transit.

All returned items must be in their original condition—unworn, unused, and with all original tags attached.

When mailing your return, please clearly label the package as "Hiya Return".

 

FAULTY ITEMS

We take pride in creating quality garments built to last, but if something slips through the cracks, we want to make it right.

If you receive an item that is faulty or damaged, please get in touch with us at climbhiya@gmail.com as soon as you can. Include a brief description of the issue and a few clear photos showing the fault.

We will review the issue and get back to you with the next steps.

SHIPPING

We ship worldwide from our base in Portugal. Orders are typically processed within 2 to 3 business days. Once your order is on the way, you will receive a confirmation email with tracking details.

Shipping times and costs vary depending on your location. You’ll see delivery options and rates at checkout.