1. Returns Policy

LUXURY RETURN & EXCHANGES POLICY

At hailian, we curate only the finest, 100% authentic luxury bags to elevate your personal style. We understand that acquiring a high-end luxury piece is an investment, an emotional journey, and a statement of taste. If your selection does not completely align with your expectations, we are here to ensure your return or exchange experience is as seamless and sophisticated as the boutique experience itself.

To maintain the pristine condition and absolute authenticity of our collection, we accept returns and exchanges within 14 days from the date your tracking status shows “Delivered.” Due to the exclusive and high-value nature of our designer handbags, items must comply strictly with our curation standards to eligibility for a full refund or exchange.

Return Eligibility Criteria

To be eligible for a successful return, your luxury bag must be in its absolute original, unaltered condition. This means:

  • The item must be completely unworn, unused, undamaged, and free from any perfumes, cosmetics, or leather conditioners.

  • All original packaging—including the designer box, protective dust bag, authenticity cards, care booklets, and serial number tags—must be returned intact.

  • The hailian security tag must remain attached and entirely untampered with. Removal or alteration of this security tag immediately voids your right to a return or refund.

The Return Process

Initiating a return is simple and secure. Please follow these structured steps:

  1. Request Authorization: Contact our dedicated Client Care team at [email protected] within the 14-day window. Please include your order number and clear photographs of the bag’s current condition, including all angles and the intact security tag.

  2. Review & Approval: Our luxury specialists will review your request within 24–48 hours. Upon approval, you will receive a Return Merchandise Authorization (RMA) number and detailed shipping instructions.

  3. Secure Packaging: Place the bag back into its original dust bag, designer box, and then into a sturdy shipping carton. We highly recommend using the original shipping box to prevent any transit damage.

  4. Insured Shipping: For your peace of mind, all return shipping must be arranged via a trackable, signature-required service. Because these are high-ticket luxury goods, hailian cannot be held responsible for return shipments lost or damaged in transit. Return shipping costs are the responsibility of the client unless the item arrived with an unnoted manufacturing defect.

Refunds & Processing

Once your return arrives at our secure inspection facility, our professional authentication team will meticulously verify the item’s condition and serial code. This evaluation process typically takes 3–5 business days.

Upon successful verification, your refund will be processed immediately. The funds will be credited back to your original method of payment. Please note that depending on your financial institution, it may take an additional 5–10 business days for the credit to reflect on your statement. Original shipping fees, customs duties, and international taxes are non-refundable.

If a returned item fails our inspection—showing signs of wear, missing documentation, or a broken security tag—the return will be rejected, and the item will be shipped back to you at your expense.