FAQ

  • What payment methods do you accept?
  • Where is my order confirmation?
  • Can I return or exchange an item?
  • Do you sell gift vouchers?
  • Where is my refund?
  • How do I cancel my order?
  • How do I return an item?
  • Do you have any active discount codes?
  • Can I alter my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • When will my order arrive?
  • How long does it take to return an item?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express and PayPal. We only take payment once your order has been shipped. If you decide to use PayPal, you’ll be taken to the PayPal, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@haydenandhadley.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@haydenandhadley.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

The only time you are able to alter an order is if it has not shipped. The best time to make changes to your order is immediately after it is placed. If you forgot to add an item, please reach out as at info@haydenandhadley soon as possible and we will send you an invoice and include the item in your shipment. Once your order has shipped, we can no longer make changes to your order. 

When will my order arrive?

All orders shipped within Canada should arrive anywhere between 4-10 business days. We will send you your tracking information via email where you can track and trace your shipment. US shipments could take as long as 14 days to arrive, sometimes even longer. If after 30 days your order has not arrived, please contact us at info@haydenandhadley.com

What countries do you ship to?

We ship to Canada and USA with the exception of a few international countries. If you are an international customer, please be advised that shipping costs can be quite costly. Please send us an email at info@haydenandhadleyl.com if you'd like to get a shipping quote. 

How much is shipping?

We have a flat rate shipping of $14 on Canadian orders and $25 for US orders. We offer free shipping on all Canadian orders OVER $100 and free US shipping on all orders OVER $150.  These rates are subject to change at any time. All orders are shipped via Canada Post. If you would like to have your order shipped through a different shipping method, please contact us at info@haydenandhadley.com and we can do our best to arrange that. 

Can I track my order?

Yes. As soon as your order is shipped, you will be sent an email with a Canada Post tracking number where you can track your shipment. 

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 7 DAYS after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Customers are responsible for the shipping costs when returning an item. Given the nature of this business, we cannot accept a return on ANYTHING that has been opened and used. Contact us right away to let us know you plan to return an item or your order and as soon as it has arrived back to us, we will send you a refund. Please be aware that your refund could take 3-10 days to process which is completely out of our control. If your refund is still not showing on your bank statement after this period, please kindly contact us. 

As for exchanges, at this time we would prefer to only issue refunds as we would need to charge shipping for your shipping your exchanged item which would then be billed to the customer.

How do I return an item?

If you would like to return your item, please contact us at info@haydenandhadley within 7 days upon recieving your order. The customer is responsible for all shipping costs and shipping the item back to us and must provide a tracking number or give us an approximate delivery date. If the return is related to an incorrect order, please contact us right away. 

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@haydenandhadley.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached. You must also contact us within the 7 DAYS upon receiving your order and wanting to return. This gives you ample time to decide if the product is what you expected and are wishing to keep or return. 

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

GIFT CARDS & DISCOUNTS

Do you sell gift vouchers?

We do not but this will be coming to the shop very soon! 

Do you have any active discount codes?

We do have discount codes from time to time which we share to our social media. We also will be giving special "Thank You" discounts to customers who have shown us support by purchasing from us.