Refund policy

Always contact Hallowvia before sending a return. Never use the address printed on the original parcel and never return an item directly to a supplier, partner or overseas warehouse.

  1. Withdrawal period
  For eligible purchases, you have 14 calendar days after receipt to tell us clearly that you wish to withdraw, without giving a reason. If the affected items arrive in several parcels, the period starts when the last affected item is received.
  After notifying us within that period, you have a further 14 days to send the product according to our instructions.

  2. Requesting a return
  
    Email support@hallowvia.com with your name, order number and the items concerned.
    Wait for the return address and instructions. The address is in France and is Hallowvia’s Professional address – offices.
    Use a tracked service and keep proof of postage and the tracking number.
  

  3. Change of mind or unsuitable fit
  If the size supplied matches the size ordered, the chart and the stated measurements but does not ultimately fit, the return is treated as a change of mind. Return shipping is then paid by the customer. Hallowvia does not provide a prepaid label for this type of return.
  We do not operate automatic exchanges: return the item, receive the refund due, then place a new order for the preferred size.

  4. Defective, damaged, incomplete or incorrect product
  Send clear photographs or video of the product and a photograph of the packaging and shipping label. Hallowvia may review the request with its suppliers but remains your only point of contact.
  If the product does not match the chart, measurements or stated size correspondence, it is treated as non-conforming. Where a return is necessary for a confirmed defect, damage, missing part, incorrect item or lack of conformity, it is arranged at no cost to the customer. Depending on the circumstances and legal conditions, Hallowvia offers repair, replacement, a price reduction or a refund based on the price actually paid to Hallowvia.

  5. Condition of returned products
  Reasonable trying-on is allowed. Products must be returned complete; keep tags, accessories and packaging where possible. Use or handling beyond what is necessary to establish the nature, characteristics and fit may justify a reduction reflecting diminished value.

  6. Legal exceptions
  Costumes are not automatically excluded for hygiene reasons. Only exceptions permitted by law may apply, including certain clearly personalized items or certain sealed goods unsuitable for return for health or hygiene reasons after the seal has been removed. Rights concerning defective or non-conforming goods remain available.

  7. Refunds
  Reimbursement is made no later than 14 days after we are informed of the withdrawal. Hallowvia may wait until the product is received or proof of dispatch is supplied, whichever occurs first.
  For withdrawal from an entire order, the refund includes the products and the original standard delivery charge. Any supplement chosen for a more expensive or express method is not refunded. Return shipping remains the customer’s responsibility for a change of mind or a correctly supplied size that does not fit.

  8. Model withdrawal form
  Send this form only if you wish to withdraw:
  To Hallowvia — Lauryne Fleury, operator
    Professional address – offices: 5 impasse des Écrevisses, 74960 Meythet, France
    support@hallowvia.com
  I hereby notify you of my withdrawal from the contract for the sale of the following goods:
  Goods:Ordered on / received on:Order number:Name of consumer(s):Address of consumer(s):Date:Signature, only if sent on paper: