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Frequently Asked Questions

Contacting Us

How do I get in touch with you?

Feel free to reach out any time by email or telephone. We are happy to be in touch and usually respond within two business days.

Email: customerservice@hilaryradley.com 

Where is Hilary Radley located?

Hilary Radley’s main business is located in Montréal, Québec, Canada. Our official address is:

Hilary Radley
Modes Corwik Inc.
225 Chabanel St. West, suite 200
Montréal, QC
H2N 2C9

When is Hilary Radley open?

We are open Monday through Friday 9 a.m. to – 4 p.m. EST

Is Hilary Radley on social?

Definitely. Connect with the Hilary Radley brand on Instagram, Facebook and Tiktok to keep up with our latest designs and news.   

@hilaryradleycollection  •  #hilaryradley

Shipping

How much is shipping?

Hillary Radley offers shipping throughout Canada and the U.S.

  • Standard: $15.00 (3-8 business days)
  • Express: $25.00 (1-3 business days)
  • Free standard shipping on all orders more than $99.99
When will my order arrive?

It should take no more than eight business days to arrive, depending on your location and shipping option.

How do I check my order status?

Just sign into your account at hilaryradley.com/account to view your order status and history. You can also track your Hilary Radley order via email:

  • Expect an order confirmation in your inbox. (Don’t forget to check your spam folder, if needed.)
  • Once your order is shipped, you will receive a second email with your tracking number.

PS – If you have any questions regarding your order, don’t hesitate to contact us directly.

Does Hilary Radley ship to the United States?

Yes! Our products can be shipped to any physical address in Canada or the United States.

What if I have a PO box?

Unfortunately, at the moment we do not ship to addresses using a PO Box.

Do you ship overseas?

Right now, we are only offering shipping to the United States and Canada. We are not shipping to locations overseas, including APO/FOP military addresses. Be sure to follow @hilaryradleycollection on Instagram and check our website for any updates to our shipping policy.

Does Hilary Radley have free shipping?

Yes. We offer free shipping on all orders more than $99.99.

Can I receive my order quickly?

Absolutely. Hilary Radley offers express shipping throughout the U.S. and Canada.

I have more questions about shipping. What should I do?

Just ask, we’re happy to help! Drop us a line at customerservice@hilaryradley.com

General Returns

How do I make a return to Hilary Radley?

It’s really easy. Within 30 days of receiving your order, you can return most unused, unwashed, and defective items to Hilary Radley. There are two ways to do this.

Option A: Just contact our customer service team by filling out the return form.

Option B: Take advantage of our Returns Portal. Here’s how:

  • Step 1: Log in and follow the instructions
  • Step 2: Print the return label
  • Step 3: Pack your item(s) in their original condition and include the printed return invoice
  • Step 4: Attach the shipping label to the package and send it over to us! 

REMEMBER: To avoid complications, make sure no other tracking labels are visible.

Which items cannot be returned?

Though Hilary Radley will accept most unused, unwashed, and defective returns, anything purchased on sale, clearance, from third-party retailers or marketplaces will not be accepted.

Do I need a receipt?

Hilary Radley is happy to offer a refund on all accepted returns accompanied by the original receipt and received within 30 days of the purchase. We will reimburse the amount paid through the original method of payment.

How long will my return take?

Though it may be processed sooner, it’s best to allow up to two weeks for the return to be finalized. If you have any questions or concerns, please reach out to our Customer Service team.

Are there any fees for making a return?

Good News! We offer free returns throughout Canada and the US!

Are return processing fees deducted automatically?

No! All returns are free, and return processing fees are not deducted.

What if I need to return a gift?

No problem at all. Just contact our Customer Service team to return or exchange merchandise received as a gift within 30 days of the purchase. Remember to provide your order number, or the customer information from the person who made the gift purchase.

How are gift returns reimbursed?

Store credit is provided for all accepted gift returns, once we receive the unused, unwashed merchandise.

Dealing with Damaged Products

I receive a damaged product. What should I do?

We’re sorry this happened to you. Just reach out to our Customer Service team  as soon as possible with your order number, a brief description of the damage, and clear photos or videos of the damage attached. We’ll do our best to take care of the situation as best we can.

How soon should I report damaged item(s)?

To help us find a solution quickly, we recommend reporting any damage within 48 hours of receiving your order. This helps to move things along with the shipping carrier.

What happens after I report damaged item(s)?

Our Customer Support team will look at your report right away. In certain cases, we may request additional information. You can trust we will work diligently to find the best solution for you.

Do I need to return the damaged item(s)?

Sometimes. But don’t worry, our customer support team will guide you through the return process and, if applicable, provide a prepaid shipping label or reimburse your return shipping costs.

Will Hilary Radley replace my damaged item(s)?

Definitely, we are happy to send a replacement if one is available for your accepted damaged product. If a replacement is not possible, we will issue a refund.

How long will it take to solve my damage claim?

Processing everything quickly is important to us. Because every case is different, resolution times may vary depending on the nature of the damage and if investigation is required by the shipping carrier.

Can I exchange my damaged product for a different item?

We can definitely arrange an exchange for you if the damaged product is eligible and a suitable replacement is available. Just contact our Customer Support team and we’ll be happy to help.

I received a damaged product as a gift. Can I still report the damage?

Oh, absolutely. Our apologies for the inconvenience. Please provide us with the order details or any information you have about the purchase. The more info you have, the better.

Is my damaged product covered by a warranty?

It really depends on the product type and specific terms of the warranty. We encourage you to refer to our warranty policy to confirm if your product is covered.

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