FAQ

Within 24 hours of purchase, yes — email hi@shophydrae.com with your order number. Once an order has been fulfilled and shipped it can no longer be cancelled, but you can still return or exchange it within 30 days.

Contact us immediately. We'll do our best to correct it before the order ships, but we can't guarantee changes once fulfillment has begun, and we're not responsible for non-delivery caused by incorrect or incomplete addresses.

All major credit and debit cards, Shop Pay, PayPal and the other options shown at checkout. Payments are processed securely by Shopify.

Yes — a confirmation email arrives right after you place the order, and a second email with tracking as soon as it ships.

Shipping is free on all orders over $60. For orders of $60 or less, a flat fee is calculated at checkout based on your destination.

Orders are processed within 1–3 business days (up to 14 during high-demand periods) and usually arrive within 4–12 business days from shipment. Delivery times can vary with your location, carrier performance, customs and seasonal demand.

Usually not. A shipping notification doesn't always mean the carrier has physically scanned the package yet — please allow 2–5 business days after receiving your tracking number for scans to appear.

Check with neighbors, building management or your local post office first, then contact us and we'll do our best to assist. Please note we're not responsible for packages confirmed delivered by the carrier but reported missing or stolen.

If the carrier confirms the package is lost, or tracking shows no movement for an extended period, we may arrange a replacement at no additional cost after investigating with the carrier. Contact us before contacting your bank or payment provider — most delays are resolved within a few business days.

You have 30 days from delivery to return eligible items that are unused, in original condition, with tags and original packaging. Returns have a $8.90 processing fee (covering return shipping and restocking) — or you can take the $8.90 as store credit instead. Full details on our Returns & Exchanges page.

Yes. Exchanges for a different size, color or style within 30 days are free of charge, subject to availability.

For hygiene reasons, self-care and personal-care items can only be returned or exchanged if they are unopened, unused and with all seals intact.

Email hi@shophydrae.com with your order number and the item(s). Please wait for authorization before sending anything back — unauthorized returns can't be accepted.

We'll confirm approval within 3 business days of receiving and inspecting your return. Approved refunds go back to the original payment method within a few business days; your bank may take a little longer to post it.

We're sorry — email us with photos as soon as possible after delivery and we'll make it right. We may ask for the item to be returned for inspection.