Shipping policy

🚚 Shipping Issues & Delivery Exceptions Policy

We work hard to get your order from our hands to your doorstep safely and on time. That said, once a package leaves our facility, a few things can occasionally go sideways. Here’s how we handle those situations—and how you can help resolve them quickly.

When you order from Hella Wear, you’re not just buying apparel, you’re stepping into an easy, no-stress shopping experience built to move as smoothly as your favorite hoodie.

Shipping Carriers
We ship with UPS, FedEx, or USPS, depending on your location and selected delivery method.

Where We Ship
North America, Australia, New Zealand, and the UK.

Damages or Issues

If your order arrives damaged or something isn’t right, please contact us promptly at hello@hellawear.com

Kindly keep all packaging materials and damaged items until your claim is resolved.
Please send us proof of images of the issue.

Shipping Details

• Orders are processed within 2 to 5 business days, excluding weekends and public holidays.
• Shipping rates are calculated at checkout based on your destination and preferred speed.
• Once your order ships, you’ll receive a confirmation email with tracking information so you can follow it every step of the way.

International Orders

International packages may be subject to customs fees or import taxes upon arrival. These charges are determined by your country and are not included in your order total.

📦 Lost or Delayed Packages

If your tracking shows “delivered” but you can’t locate your package, or if it appears stalled in transit:

  1. Check nearby locations (mailbox, porch, concierge, neighbors).

  2. Contact the shipping carrier directly—they often have more detailed GPS or delivery info.

  3. If the carrier confirms the package is lost, reach out to us with your order number and any reference details from the carrier.

👉 Please note: We are not responsible for packages marked as delivered by the carrier.

To keep things fair for everyone, we’re unable to offer refunds for incorrect addresses, lost or stolen packages, or orders not picked up before being returned to us.

🚫 Undeliverable Packages

Packages may be returned to us or held by the carrier if:

  • The address is incomplete or incorrect

  • The carrier cannot access the delivery location

  • Required contact information is missing

If a package is returned due to an undeliverable address, we may not be able to reship the items to you. We are not responsible for undelivered packages.

To keep things fair for everyone, we’re unable to offer refunds for incorrect addresses, lost or stolen packages, or orders not picked up before being returned to us.

🏠 Incorrect Shipping Address

Please double-check your shipping address before placing your order.

  • We are not responsible for orders shipped to an incorrect address provided at checkout.

  • Address changes maybe available within 30 minutes of your order, but cannot guranty we are able to make the changes for you.

  • If the carrier cannot deliver due to an address error, the customer is responsible for recovery or reshipping costs.

    To keep things fair for everyone, we’re unable to offer refunds for incorrect addresses, lost or stolen packages, or orders not picked up before being returned to us.

📧 Missing or Incorrect Contact Information

Shipping carriers may require a valid email address and/or phone number for:

  • Delivery notifications

  • Customs clearance

  • Delivery issues

Orders with missing or incorrect contact details may experience delays or be returned. We strongly recommend providing accurate contact information at checkout.

To keep things fair for everyone, we’re unable to offer refunds for incorrect addresses, lost or stolen packages, or orders not picked up before being returned to us.

 

🤍 Need Help?

If you’ve contacted the carrier and still need assistance, reach out to us with:

  • Your order number

  • Tracking number

  • Any updates from the carrier

We’ll gladly help guide you through the next steps.