Terms and Conditions

Our Return Policy

We want to make shopping at Hibiscus & Sparrow as hassle free as possible.

Simply fill out the required details on our Return Form received with your merchandise. Securely pack the items you wish to return and the completed form and send back (at your cost) to our postal address.

In all cases for returns the following conditions apply:

  • Merchandise must be returned to our postal address within 14 days of you receiving your parcel.
  • The merchandise must be in original condition, must be unworn (except to try on), unwashed and original tags must be attached. (Please be careful when trying garments on, make sure they do not have tan, make up, perfume or deodorant stains)
  • Strictly no exchange or refunds on SALE items. We can offer a credit note in such cases.
  • We offer a credit note for returns from International customers.
  • Handling charges are not refundable (except if the garment was faulty or not as ordered)
  • Refunds only for faulty items.

Our Refund Policy

We only offer refunds for faulty items or if we cannot deliver the item you ordered.

What is the return policy for sale items?

Sale items may be returned, we will issue a credit note. We do not offer refunds or exchanges for sale items.

How do I return a faulty item?

If you receive an item that is faulty please contact us immediately, once we receive the item we will refund the item. Please also include your bank details for a refund of the return postage.

Our Exchange Policy

If you are unhappy with your purchase and the item you received is not of merchantable quality - meaning that it is not of the quality that you reasonably expected when it was purchased, bearing in mind how the item was described to you prior to purchase and also the item price - or, unfit for purpose - meaning that the item doesn’t do what you reasonably expected it would - we will accept returns for exchanges within 14 days.

We accept exchanges for a different size or colour or for different items. If you wish to exchange for a different item, please be aware that if that item is not available at the time of your return, we will issue a credit note.

If the price of the product chosen is in excess of the original item, then the customer will be responsible for the difference at the time of exchange.

If the price of the product is less than the original purchase amount, then Hibiscus & Sparrow will provide you with a credit note for the balance.

How long does it take to process my return?

We process returns within 5 business days of receiving them. Please note over the Christmas and New Year period this process may take up to 10 days. If your item is faulty, your refund will be processed in the original form of payment; your banking institution may require additional days to process and post the transaction to your account.

If you are eligible for a credit note you will be notified by email when it is ready for use.

How long is my credit valid for?

Credit notes are valid for 3 months.

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