Return Policy

Return Policy — Brian Hillier

Last updated: August 2026

At Brian Hillier, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the terms outlined in this policy.

By placing an order on brianhillier.com, you agree to the conditions described below.

1. Return Period
Customers may request a return within 30 days of receiving their order. Requests made after the 30-day period may not be eligible for a refund or exchange. To qualify for a return, the conditions outlined in this policy must be met.

2. Conditions for Returns
To be eligible for a return, items must be unused, unwashed, in their original packaging, include all original tags, and include proof of purchase. Items that do not meet these conditions may be refused.

3. Return Address – Important
Returns must be sent to our international fulfilment warehouse. The exact return address and return instructions will be provided after contacting our customer support team.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. International return shipping costs may vary depending on the carrier used. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

4. Alternative Return Options
To help customers avoid high international return shipping costs, we may offer alternative solutions where appropriate, including a partial refund without requiring a return, a free exchange for another size or colour, or store credit for a future purchase. Please contact our support team if you would like to explore one of these options.

5. How to Request a Return
To initiate a return, please contact us at info@brianhillier.com. Please include your order number, the item(s) you wish to return, your preferred solution (return, exchange, store credit, or partial refund), and the reason for the return (optional). Please wait for confirmation from our support team before sending any items. Returns sent without prior authorisation may not be accepted.

6. Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided the order has not yet entered processing. Once order processing has begun, cancellation may no longer be possible.

7. Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive an item that is damaged, defective, or incorrect, please contact our support team as soon as possible and include clear photos of the issue. If the issue is confirmed, Brian Hillier will cover the return or replacement costs.

8. Non-Returnable Items
Certain products cannot be returned, including perishable goods, personalised or custom-made products, hygiene-sensitive items such as underwear or cosmetics, hazardous materials, gift cards, and final sale or clearance items. If you are unsure whether your item is eligible for return, please contact us before sending it back.

9. Exchanges
Customers may request an exchange for a different size or colour, depending on product availability. Please contact our support team to arrange an exchange.

10. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method within up to 10 business days. Original shipping costs and return shipping costs are non-refundable, unless the return is due to a product defect or an error on our part. If you have not received your refund after 15 business days, please contact us.

11. Contact Information
For questions regarding returns or refunds, please contact us at info@brianhillier.com. Our customer support team typically responds within 1 to 2 business days.