Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Start a Return

To start a return, contact us at contact@hilolatino.com. Please note that returns will need to be sent to the following address:

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@hilolatino.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Because each bag is hand-woven, small variations in colour, pattern alignment, and texture are natural and expected. These variations are not considered defects — they are signatures of handcraft.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including sale items and gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Because our bags are produced in limited quantities of 25 per design, we recommend placing the new order as soon as possible to secure the piece you want before it sells out.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

This 14-day cooling-off period runs in parallel to the 14-day return window described above. Whichever window is more favourable to you as the consumer applies.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at contact@hilolatino.com.

Contact