Refund Policy
Thank you for shopping with Hazel & Rose Boutique. Every order is packed with care, but we know that sometimes things don't work out – a piece that doesn't fit quite right, a parcel that had a rough journey, or simply a change of heart. That's okay, and we're here for exactly those moments.
Our promise is simple: if something isn't right with your order, we'll make it right. Our customer service team reads and answers every message personally, and we'll always work with you to find a fair solution – quickly and without hassle.
1. Our 30-day guarantee
Contact us within 30 days of receiving your order, and we'll take care of you.
- Damaged or defective on arrival: we'll send you a free replacement, and you don't need to return the original item. If you'd rather not receive a replacement, we'll issue a full refund or store credit instead.
- Wrong item, size or color received: we'll send the correct item at no cost, or issue a full refund if you prefer.
- Missing items: we'll send the missing item(s) right away at no cost, or refund the missing part of your order.
- Breaks under normal use within 30 days of delivery: send us a photo, and we'll offer a free replacement, store credit or a refund.
- Doesn't fit: we'll send you a different size for a small fee of $12.95 per item, which covers the shipping of your new item. You don't need to return the original item – you're welcome to keep it, give it to a friend or donate it. Prefer a refund instead? You can return the item as described in section 5.
- Changed your mind? No problem. Change-of-mind returns are welcome within 30 days of delivery, and there's no restocking fee.
2. Flexible solutions – always your choice
To save you the time and cost of sending an item back, we may offer you an alternative, such as a partial refund where you keep the item, store credit, or a new size. These offers are always optional. If you prefer to return your item for a full refund under this policy, that option always remains available to you.
3. Store credit
Store credit is issued as a digital gift card, can be used on anything in our store, and never expires.
4. How to get started
Email us at support@hazelandroseboutique.com within 30 days of delivery, with:
- your order number;
- the name of the item;
- a short description of the issue.
For damaged, defective or incorrect items, please include a photo of the item (and of the packaging if it was damaged in transit). This helps us solve everything in one go, usually without a return.
Please don't dispose of an item until we've reviewed your request.
5. Returning an item
Please contact us before sending anything back. Most sizing and damage issues are solved without a return.
Once your return is approved, we'll send you the return address and instructions by email. Please note that returns are sent to our fulfillment partner outside the United States. International return shipping can take longer and may cost more than domestic shipping, so we recommend contacting us first – we'll always look for the easiest solution together.
Returned items must be unworn, unwashed, with tags attached and in their original packaging. Please use a tracked shipping method and email us your tracking number.
6. Refunds
Once your return has arrived and been checked, we'll process your refund within 7 business days to your original payment method. Depending on your bank, it may take up to 10 business days for the refund to appear on your statement. The same timing applies to partial refunds.
7. Return shipping costs
- Damaged, defective or incorrect items: no cost to you, and in most cases no return is needed.
- Change of mind or fit: return shipping is paid by the customer. Original shipping was free, so nothing is deducted from your refund for it.
8. Good to know
- Returns must be approved by our customer service team before being sent back. Unapproved returns may be delayed or refused.
- Untracked return parcels that are lost in transit remain the customer's responsibility, which is why we recommend tracked shipping.
- Once store credit has been issued, it cannot be converted to a cash refund later.
- For multi-item orders, we refund or replace only the affected item.
- Requests made more than 30 days after delivery cannot be accepted.
9. Your legal rights
This policy is in addition to your legal rights; it does not replace them. Your contract is with Up2Nine (the Netherlands), but if you buy as a consumer, you keep every right that the consumer protection laws of your country – and, in the United States, your state – give you, including on faulty goods and refunds. See section 12 of our Terms of Service.
Questions about this policy?
Email us at support@hazelandroseboutique.com. Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM ET.
Who you're buying from
Hazel & Rose Boutique (hazelandroseboutique.com) is operated by Up2Nine, a sole proprietorship registered in the Netherlands (KvK no. 95002448), Johannes Janssoniushof 26, 5141 MR Waalwijk, the Netherlands.
Last updated: September 24, 2026