Refund policy
We hope you love everything you receive from Hinoki. If something isn’t quite right, we’re here to help.
Return Window
- Online orders: Return requests must be submitted within 7 days of delivery
- In-store purchases: Must be returned within 14 days of purchase
Eligibility
To be eligible for a return, items must be:
- Unworn, unused, and in original condition
- With all original tags attached
- In original packaging
- Accompanied by proof of purchase
Items that do not meet these criteria may be declined.
How to Start a Return
To initiate a return, email us at hello@shophinoki.com with:
- Order number
- Item(s) you’d like to return
- Reason for return
If your return is approved, we’ll provide instructions for sending your item(s) back.
Please note: Returns sent without prior approval will not be accepted and will not be sent back.
Return Shipping
- Customers are responsible for return shipping costs and tracking
- Original shipping fees are non-refundable
- We recommend keeping your tracking number until your return is processed
Returns should be sent to:
Hinoki
716 N. High Street
Columbus, OH 43215
Refunds & Store Credit
- Full-price items: Eligible for store credit only
- Sale items: Final sale (not eligible for return)
Once your return is received and inspected, we’ll notify you of approval.
Approved returns will be processed within 7–10 business days.
Damages & Issues
Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery so we can make it right.
Exchanges
We do not offer direct exchanges.
To receive a different item, please return your original purchase and place a new order.
Final Sale Items
The following items are not eligible for return:
- Sale items
- Gift cards
- Intimates (including bras, underwear, lingerie)
- Earrings
- Beauty and skincare products
- Consumables
- Custom or special-order items
Additional Notes
- Returns must be shipped within 7 days of approval
- Returns received outside of policy may be subject to a 20% restocking fee or declined
- We reserve the right to refuse any return that does not comply with this policy