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exchange policy

We understand that shopping online can be tricky. We want you to love the fit & feel of your items, but if you don't we are happy to make exchanges for new sizes, styles or store credit. 

When your items arrive, we encourage you to look over your items and try them on right away so that you don't miss our 20 day return window. 

Exchange Policy:

-No refunds. Exchanges for store credit happily accommodated if item meets all of the following requirements.

-All exchanged items must be received by Hello EM within 20 days of ship date. Ship date can be found on your email.

-All returned items must be unworn, unwashed, undamaged, and unused- with original tags attached. Shoes must be returned in original packaging and have clean soles and be in perfect condition. 

-All items marked "final sale", "clearance", "sale" or other such discounted items are final. No exchanges or refunds will be available for these items.

-Return shipping is not covered by Hello EM. If you are within local pick up range, you may drop off your package and exchange for free. If you need to ship your item for return you have two choices:

 1) Package and mail item back at buyers expense.

2) Hello EM can provide you with a prepaid shipping label that you can print at home. This label is $7. If this is your choice, Hello EM will invoice you for a Return Fee. Once paid, a label will be emailed to you. 

To Initiate an Exchange:

Email us at

Please include:

  1. Order number
  2. Purchase date
  3. Indicate if you'd like to ship yourself or if you'd like a $7 prepaid label emailed to you.
  4. Indicate if you'd like store credit or an exchange for another item or size
  5. If your item is damaged, please include a photo of the damage in your email. 

Once Hello EM has received your returned item, we will look it over and make sure it meets the description of an acceptable return above. If it does, we will process your exchange and ship your new item within 5 business days. If it does not, we will notify you that your item is unexchangeable and return the item as is, to you. If you would not like it returned, you can let us know. 


We want you to love your shopping experience with Hello EM! But if you don't, we want to make it right. Please contact us at: