Returns & Exchanges

We want you to feel comfortable and confident when shopping at Hiwell. You may return merchandise purchased online for size, fit or style reasons within 30 days of shipment of your order, provided it has not been damaged, washed, altered or worn.

Returning your Hiwell merchandise is free and easy to do. Once the order is received, you can inform the customer service of the reason for the return and follow the customer service process to return the goods.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• The time frame for return must not exceed 30 days from when the original order was received.
• All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
• When returning items, customers must use a shipping method that has tracking. Returns with no tracking will not be processed.

Return Process

To request a return, please contact our customer service. One of our representatives will follow up with you via email with instructions. If you require assistance, please email us at: support@hiwellshoes.com. We will respond within 24 hours after the consumer sends the email, except weekends.

• After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Upon acceptance of your return, a refund will be issued to the original form of payment within 3-7 business days.
• Any promotional gifts must also be returned with your returned item.
• The returned item should be kept in its original condition in which you received it.
• Please make sure you provide us the tracking number and receipt after you return.

Refunds Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds, if applicable

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company; it may take 7 working days before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@hiwellshoes.com.

For further information, please contact our Customer Services at support@hiwellshoes.com.