Everything is available online at www.highlyliquidny.com. IRL shopping is available at the NYC studio, and can be coordinated via Instagram dm <3
How can I contact you?
Luckily, I’m chronically online. I usually answer DMs much more quickly than emails, so if it’s something urgent, please message Highly Liquid on Instagram. You can also send an email to hey@highlyliquidny.com if you want to talk to my mom (and BFF!) who helps with customer service.
Please keep in mind that I’m just one person with a few incredible helpers. This business is very small, and even if I don’t get back to you right away, I will be sure to answer any of your questions as soon as I can.
Once your order is ready to ship, you will receive a shipping confirmation via email. There’s nothing more exciting than stalking the status of your package (trust me, I get it!), so please reference the tracking number located in the email you receive once your order is fulfilled.
Please note that Highly Liquid cannot be held responsible for lost or stolen packages. To protect your package, we recommend that you you purchase insurance for your order during the checkout process.
Where do you ship?
I take inspiration from all over the world and love to see HL cross the seas! Right now, HL can ship anywhere via USPS, DHL, FedEx, or UPS. If your country appears unavailable when you’re placing an order, please contact us at hey@highlyliquidny.com so I can be sure to add you to our shipping zones!
Please note that, at this time, Highly Liquid is not able to cover any tariffs or customs fees.
Will I have to pay any duties on my order?
Highly Liquid cannot be held responsible for any duties or taxes, which may be applied by customs in the country where your delivery is made. The responsibility for any custom duties, foreign taxes, or other fees which may be imposed will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties.
What is your return policy?
Hygiene may have improved since medieval times (thankfully), but that doesn’t mean we still don’t have modern-day concerns. That’s why Highly Liquid cannot accept any underwear or swimwear bottoms returns. Additionally, all of our Perfectly Imperfect items are final sale. Also, it’s important to note that all of our items are made by hand in very small batches and are all completely one of a kind; that means that items can vary from what is featured in the photos on our site and we cannot accept returns on the grounds that your item may be different than the item in the featured image. However, if you would like to exchange or return a cami or dress, you have a 14-day window to do so, starting from the date your item was delivered to you. To begin your return process, please email hey@highlyliquidny.com and you will be sent a Return Authorization form to fill out and include in the item you are shipping back. Please note that Highly Liquid is not responsible for refunding shipping fees for the original order, and all customers who want to start a return or exchange are responsible for paying their own shipping fees to send their item back. Please use a trackable shipping method when sending your return, since Highly Liquid can’t be responsible for items lost along the way. Once the item has been shipped back and I can ensure it has not been worn and that it’s in its original condition, I can process the return or exchange for you.
What if the item I receive is damaged or faulty?
It is our priority to ensure all Highly Liquid items are received in perfect condition. If you have any concerns about a faulty or damaged item, please contact us at hey@highlyliquidny.com and we will do everything we can to make it right <3
Return Policy:
I want you to be in love with everything you order from Highly Liquid! Every item is handmade with immense care and most items are made to order on a pre-order basis. The following policy was created to keep my small business sustainable so I can continue to put weird art girl designs out into the world:
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or if you received the wrong item, the cost to make it right is on Highly Liquid. Please contact us within 14 days of delivery, and we’ll send you a prepaid return label along with a replacement or store credit.
Returns for Other Reasons
Since Highly Liquid is a very small business, I can’t offer prepaid return labels or refund original shipping costs if you want to make a return or exchange. But don’t worry—you’re more than welcome to send items back within 14 days of delivery if you’re willing to cover the shipping costs and comply with our return policy: this involves filling out our Return Authorization (RA) form and including that form in the package of the item you are shipping back. Once your return arrives in its original condition, I will happily process your choice of either:
A refund to your original payment method
Store credit you can use anytime
Please note: due to hygiene concerns, we are unable to accept underwear returns or swimwear bottoms returns. Additionally, all of our Perfectly Imperfect items are final sale.
Please also note that we are unable to provide prepaid return labels for international returns, and international customers are responsible for arranging and purchasing return shipping to our facility. We cannot reimburse international return shipping costs, customs fees, duties, taxes, insurance, or other costs associated with returning an item.
Exchanges
If you receive your order and then decide you want a different size or style, the best thing to do is contact hey@highlyliquidny.com so I can start the exchange process for you.
Important Notes
All items must be returned in their original condition: unworn and unwashed. Please use a trackable shipping method when sending your return, since we can’t be responsible for items lost along the way. Also, don’t forget to tuck your Return Authorization (RA) form inside the package so I can process everything as quickly as possible for you.
Thank you from the depths of our sacred hearts for supporting a small, handmade brand. Your patience and kindness truly mean the world to me <3
