We want you to love your pieces! Since everything we make is handmade, and many of our items are made to order on a pre-order basis, we’ve set up the following policy to keep things clear and sustainable for our small business.
To start a return, refund, or exchange, please email us at hey@highlyliquidny.com.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, we’ll cover the cost of making it right. Please contact us within 7 days of delivery and we’ll send you a prepaid return label along with a replacement, refund, or store credit.
Returns for Other Reasons
Since we’re a very small business, we’re not able to provide prepaid return labels or refund original shipping costs for returns that aren’t due to damage or error.
You’re welcome to send items back within 14 days of delivery. Once your return arrives in its original condition, we’ll process your choice of either:
A refund to your original payment method, or
Store credit that you can use anytime ✿
Please note: due to hygiene concerns, we are unable to accept underwear returns.
Exchanges
If you’d like a different size or style, you can return your original item and place a new order. This ensures the fastest turnaround and guarantees your preferred item is reserved for you. Once your return arrives in its original condition, we’ll process your choice of either:
A refund to your original payment method, or Store credit to use toward your new purchase.
Important Notes
All items must be returned in their original condition, unworn and unwashed.
Returns should be sent using a trackable shipping method. We’re not responsible for items lost in transit.
Please include your Return Authorization form inside the package so we can process it quickly.
Thank you so much for supporting a small, handmade brand. Your patience and understanding mean the world to us. ✿
Quick Return & Exchange Info ✿
We accept returns within 14 days of delivery as long as items are unworn and in their original condition. Please note that due to hygiene concerns, we cannot accept returns on underwear. For damaged, defective, or incorrect items, we’ll send you a prepaid return label. For all other returns, you’ll be responsible for shipping, and you can choose either a refund or store credit once the item has been shipped back to us. Exchanges work by placing a new order while sending back your original item. To get started, email us at hey@highlyliquidny.com. For full details, see our Return & Exchange Policy.
Please 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.
