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Customer Care
Shipping Policy
Everything you need to know about how your order gets to you, and what to do if it's not quite right — apparel, footwear, and accessories alike.
Effective Date: 05.17.2026
Free
Worldwide Shipping
1–5 Days
Order Processing
14 Days
Return Window
5–10 Days
Refund Turnaround
Shipping
Processing & Shipping Times
Orders are typically processed within 1–5 business days before they leave our hands. Processing can run longer during product launches, new universe drops, holidays, or other high-demand periods.
Estimated delivery windows
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United States: 5–15 business days
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International orders: 7–30 business days
Delivery estimates are not guaranteed. Heavier or boxed pieces — outerwear like the Sheen Cropped Puffer or Technical Windbreaker, and footwear such as our High Top Canvas Shoes — may take a day or two longer to process than lightweight apparel, since they ship in protective packaging to arrive in original condition.
Split shipments
Hallow Theory sources from a mix of in-house drops and select supplier partners, so an order spanning multiple categories — say, a hoodie, a pair of shoes, and an accessory — may arrive in more than one package, on different days, each with its own tracking number.
Delivery
Tracking & Addresses
Tracking information is sent as soon as it's available. Please allow 24–48 hours after shipment for tracking pages to update with movement.
Customers are responsible for entering accurate shipping details at checkout. Hallow Theory is not responsible for orders sent to an address provided incorrectly, and we're unable to reroute a package once it has shipped — please double-check unit numbers and delivery instructions before placing your order.
Lost or delayed packages
We're not responsible for delays caused by carriers, customs processing, weather, or incorrect address information. If your tracking shows no movement for an extended period or your package appears lost, contact us and we'll work with the carrier on your behalf.
Worldwide
International Orders
We ship worldwide. International customers may be responsible for customs duties, import taxes, or other fees charged by their country on arrival — these are set by local authorities and outside our control, so they aren't included at checkout.
Footwear and bulkier outerwear pieces are more likely to be flagged for customs review than lightweight tees or accessories; this can add a few extra days in transit.
Returns
Returns Eligibility
We accept returns on eligible items within 14 days of delivery. To qualify, an item must be:
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Unworn, unwashed, and undamaged
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Returned with all original tags, hardware, and packaging attached
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Accompanied by proof of purchase or your order confirmation
Some items can't be accepted back regardless of condition, final sale pieces, gift cards, and anything marked non-returnable at checkout. See the breakdown by category below before you send anything back.
Return rules by product type
Because our catalog spans soft goods, footwear, and accessories, what counts as "returnable condition" isn't the same for every piece. Here's how it breaks down:
Tops, Bottoms & Outerwear
Returnable
Hoodies, tees, sweaters, pants, and outerwear (puffers, windbreakers) can be returned unworn and unwashed with tags still attached. Try pieces on indoors, away from fragrance, makeup, or deodorant.
Accessories
Returnable
Belts, pocket squares, sunglasses, and caps are returnable unworn and in original packaging. Pocket squares must still have their tag attached.
Footwear
Returnable
Shoes and slides must be returned in their original box, unworn beyond a brief indoor fitting, with soles free of creasing, marks, or outdoor wear.
Intimates
Returnable
Underwear and other intimates are non-returnable and non-exchangeable for hygiene reasons, in line with standard industry policy — unless the item arrives damaged or incorrect.
Refunds
Returns Eligibility
To start a return, email us with your order number, full name, and reason for return. If your item arrived damaged, defective, or incorrect, include a photo as well. We'll confirm eligibility and send return instructions.
Return shipping is covered by the customer unless the item arrived defective, damaged, or incorrect — in those cases, it's on us.
Once your return is received and inspected, we'll refund the original payment method. Most refunds land within 5–10 business days, though the exact timing depends on your bank or payment provider. Original shipping charges are non-refundable.
Exchanges
We don't currently guarantee direct size or color exchanges. The fastest path to the right size is to complete your return and place a new order — that way you're not waiting on stock to free up.
If Something's Wrong
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with photos of the piece and its packaging. We'll get you a replacement, refund, or store credit — whichever fits the situation.
Customers agree to reach out to us before opening a payment dispute or chargeback, so we have a chance to make it right first. Fraudulent or abusive chargebacks may result in restrictions on future orders.