Refund policy

Not happy with your order? We'll sort it out. At hi SISU you have a 14-day cooling-off period after receiving your order.

In short

14-day cooling-off period

Within 14 days of delivery, you may withdraw from your order without giving a reason. Here's how it works:

Register your return via your account on hisisu.com, or email info@hisisu.com with your order number. After registering, you have 14 days to send the item back.

You may inspect the jewelry the way you would in a store: take it out of the packaging, hold it, hold it against your skin.

Return the item unworn, undamaged and preferably in the original packaging.

If you actually wear the jewelry, or it gets scratched or damaged, we may deduct the loss in value from your refund. For clearly worn jewelry, this can be up to the full purchase amount.

Earrings and piercings are delivered sealed for hygiene reasons. If the seal is broken, the right of withdrawal no longer applies. This is required by law and protects both you and us.

Not eligible for return

Personalized or custom-made jewelry (such as engravings or special orders), unless the item is faulty or wrongly delivered

Earrings and piercings with a broken seal

Gift cards

How to send something back

You can register a return in two ways, whichever suits you:

Via your account: log in on hisisu.com, go to your order and select Request a return. Choose the item and the reason.

By email: send an email to info@hisisu.com with your order number and the item you want to return. You don't need an account for this.

Checked out with just your phone number? Start your return via the link in your SMS order confirmation. You'll also find your order number there if you'd rather email us.

You'll receive a confirmation with instructions within 2 business days.

Send the item, well packaged, to: hi SISU, Pinksterblom 11, 9104 HW Damwâld, the Netherlands

Return shipping is at your own expense. Ship your return with tracking: the item is your responsibility until it reaches us. Keep your proof of postage.

Refund

Once we've received and checked your return (or you've shared proof of postage), we'll refund you within 14 days via your original payment method. If you return your full order, we'll also refund the standard shipping costs. If you return part of your order, we'll refund the purchase amount of the returned items; the shipping costs are not included in the refund. Depending on your bank, it may take a few more days before the amount is back in your account.

Nothing received after 14 days? Email info@hisisu.com.

Damaged, faulty or wrong item delivered?

Check your order as soon as it arrives. Something not right? Email us as soon as possible, preferably within 48 hours, at info@hisisu.com with photos of the item and the packaging. We'll work out a suitable solution together, and it allows us to quickly file a claim with the carrier. Does the item need to come back? Then return shipping is on us, of course. None of this affects your legal warranty.

Exchanges

We don't do direct exchanges. Want a different item? Return your current item (via your account or by email) and place a new order. That way, you'll have your new favorite at home the fastest.