FAQ - Returns & Exchanges

Please note: we are experiencing slight delays in the processing of returns due to longer than normal return transit timelines and return processing delays. We are working to process all returns as quickly as possible, and your patience is greatly appreciated.

Our site and stores are on two separate systems, therefore we are unable to accept online returns at our store locations.

Online Returns and Exchanges

  • Please click here to start a return for orders placed directly on our site & shipping within the U.S.
  • Please enter "HC" in front of your six digit numerical order number to locate your order in our system. For example, please enter HC123456.
  • We are only able to process returns that have been included in your return request. If you have multiple requests recorded, we require each authorized return to be sent with its specific shipping label to allow for our system to process the return. 
  • We offer free exchanges for the same piece in a different size or color; and charge a $10 return shipping fee on express returns for a refund, and $15 on mailback returns for a refund. 
  • Once you initiate a return or exchange, please send the return back to us within 7 days of the return initiation. Your return is subject to cancellation if it is shipped outside of this window.
  • Final sale merchandise is not eligible for return or exchange.
  • Please click here for information on Marketplace Returns.
  • Please email us at info@hatchcollection.com if you are looking to return an international order. 

      • Return Rules

      In order to be eligible for an exchange or return, products must be returned in unused, unwashed, and unworn condition with original tags and packaging included. All HATCH Beauty items must be returned unopened in its original packaging. Swimwear will only be accepted if the swimsuit is tried on over underwear and returned in its clean original condition with all tags attached.

      Items marked as FINAL SALE on the product page, at checkout or in your order confirmation are not eligible for return or exchange. Underwear is FINAL SALE.

      Please note, we are only able to process returns that have been included in your return request directly through returnportal.hatchcollection.com. If you have multiple requests recorded, we require each authorized return to be sent with its specific shipping label to allow for our system to process the return. We are unable to process returns that are sent without the intended shipping label, or any returns that are not authorized and recorded by our team.

      If you did not include all returned items in your return request, please reach out directly to our customer support team at info@hatchcollection.com for more support.

      Approved exchanges and returns must be dropped off at your chosen shipping location within 1 week of initiating the return. Returns dropped off after this 1 week window are subject to cancellation.

      Returning A Defective Item

      If you need to return an item with a manufacturing defect, we are happy to help. Please email our customer service team at info@hatchcollection.com and we will take care of you. 

      When Can I Expect My Refund?

      • Express Returns:
        The refund for your return will be processed once the return is dropped off at the chosen Staples location.Once the refund is issued, you will see the credit post back to your original form of payment within 3 to 5 business days. 
      • Mailback Returns:
        Once a return is shipped, it typically takes about one week to deliver to our warehouse. Once the return is marked as delivered, we do ask for up to 10 business days to process the return. We will send through an email confirmation once your return has been processed!

      U.S Returns & Exchanges

      HATCH offers returns on products shipped within the United States within 30 calendar days from when your order is placed.

      Once your item(s) are received and processed by our warehouse, you'll typically get your refund within 3-10 business days.

      Return & Exchange Options:

      • Return For A Refund:
        To initiate a return for a refund, please visit returnportal.hatchcollection.com. Proceed with the steps to return the desired item(s). We will issue the refund once we receive and process the return.
      • Exchange For The Same Item:
        To initiate an exchange for the same item in a different size or color, please visit returnportal.hatchcollection.com. Choose the item that you would like to exchange and follow the steps to exchange the item for an alternative size or color. We will send through the order confirmation for the exchange and the shipping confirmation once this ships.
      We recently moved to a new return platform to offer a more seamless return experience. We are working to offer uneven exchanges on the new platform. Please know that we are working to enable uneven exchanges as quickly as possible. We appreciate your patience and understanding as we work to make this update!

        Return Methods 

        • Express Returns:
          HATCH offers Express Returns to provide you with an easy and paperless return experience. Simply initiate a return on our returns site and select “Express Return” when prompted to “Choose A Return Method”. Select the desired Staples drop off location. Once your return is confirmed, we will email you a QR code. Simply visit the Staples location selected within 7 days of the return initiation, and bring the item(s) that you included in your return request. You do not need to bring a box or label to the Staples location. Your refund will be issued as soon as the return is received at the local Staples location. Please note, we charge a $10 return fee on Express Returns for a refund. Exchanges for the same piece in a different size or color are free of charge. 
        • Mailback Returns:
          HATCH offers mailback returns through FedEx so that you can ship your return back to us. Simply initiate a return on our returns site and select “Mail back via fedex” when prompted to “Choose A Return Method”. Our system will provide you with a return label that you can use to get the return back to us within 7 days of the return initiation. Please use the original packaging to ship your return back to us, and include a copy of the packing slip provided with your return label. Your refund will be issued once the return is received and processed at our warehouse. Please note, we charge a $15 return fee on Mailback Returns for a refund. Exchanges for the same piece in a different size or color are free of charge. 

        Gift Returns

        Please click here to initiate a gift return. Enter the order number (make sure to remove “L1” from the order number). Follow the instructions to return the desired item(s). We ask that you ship the return back to us within 7 days of the return initiation.

        Please note, if you are initiating a direct exchange, the exchange order will be shipped to the shipping address associated with the original order. If the original order was not shipped directly to you, we suggest initiating a return for merchandise credit.   

        Return & Exchange Options:

        • Return For Merchandise Credit:
          To initiate a return for merchandise credit, please visit returnportal.hatchcollection.com/order. Proceed with the steps to return the desired item(s). We will issue the refund in the form of a gift card once we receive and process the return.
        • Exchange For The Same Item:
          To initiate an exchange for the same item in a different size or color, please visit returnportal.hatchcollection.com/order. Choose the item that you would like to exchange and follow the steps to exchange the item for an alternative size or color. We will send through the order confirmation for the exchange and the shipping confirmation once this ships.

        The gift giver will not be notified of the return request.

        International Returns

        HATCH offers returns for merchandise credit on products shipped internationally within 30 calendar days from when your order is placed. We are unable to offer returns for refunds on international purchases. Please note, the merchandise credit is for the cost of the returned piece(s), less the cost of duties, taxes and shipping. To return items in your order, please email us at info@hatchcollection.com, and we will send through return instructions and our return shipping address.

        Please note, the cost of duties and taxes associated with the return shipment must be billed to the sender. HATCH is not responsible for the cost of duties and taxes associated with the return shipment.

        Note: if you’re looking to return a Hatch Sleep Device, please know that we have no affiliation with them so please contact their support team here.