Refunding an order

There are a number of reasons you may find yourself in a situation that you need to refund a customer. Sometimes they'll need to cancel an order, or you may find you're out of stock of the particular item or you may be unable to fulfill your order for some reason. In most cases the team at Hello Pretty will be happy to help you organize a refund for the customer.

Note that it's against our terms and conditions for a designer to cancel an order for the the purposes of taking the sale "off-site" and accepting payment directly from a customer. This could result in the removal of your Hello Pretty shop.

If you haven't been paid out for your sale yet or in the event the customer requests a refund due to no fault of yours we'll be happy to refund 100% of our fees and we'll be able to process the refund directly from the Hello Pretty platform. If you have already been paid out for your sale we may still be able to refund some or all of the fees, but it will be assessed on a case by case basis.

To organize a refund, follow these steps:

  1. Contact your customer by email as soon as possible. Be sure to CC so that we're aware of the situation.
  2. When it makes sense, find out if there's anything else in your shop the customer may be interested in.
  3. If you have not been paid out and the customer doesn't want a different item, we'll process the refund and let you and your customer know that it's been resolved.
  4. If you have been paid out, we'll send you the details to refund to our account. As soon as we receive your proof of payment to us we'll process the refund to the customer.

Should you have any other questions or concerns about the refund process please email us at and we'll get you sorted out.