Refund policy
Hope Design Ltd. purchases* can be returned within 30 days of the ship date of your item. Customer must show proof of purchase (order #, email). The item must be returned in original condition and undamaged to qualify for a refund. Refund can only be credited to the original form of payment or store credit. The customer is responsible for return shipping.
*All standard physical items can be returned. Custom items, wholesale items, and digital downloads cannot be returned.
*Shipping fees will not be refunded.
What does “original condition and undamaged” mean?
Item is free of dirt, grease, and signs of wear. Original packaging is in new condition, including box, backing card and/or velvet bag. No human or pet hair, fragrance or odor.
What if the item was a gift?
Gifted items can be returned for store credit with proof of purchase. Proof of purchase would be the original order number/purchaser.
What if I believe the item I received is defective?
If you believe your item has arrived damaged or defective, please follow the steps below :
Take photos and write a description of damage or defect
Send to HopeDesignLtd@gmail.com within 10 days of original ship date.
Await response from Hope Design Ltd. These cases are handled on a case-by-case basis.
If you receive approval of return, if necessary, mail items to Hope Design Ltd. following the mailing instructions below.
Wholesale accounts have 30 days to report defective merchandise. After this inspection time period passes, all sales are final and items are subject to repair fees.
Please contact HopeDesignLtd@gmail.com to receive approval of return for refund or store credit.
EXCHANGES
In order to process an exchange, the customer must complete the return process above and repurchase item they are wanting instead.
MAILING INSTRUCTIONS
Whether you are sending in your personal military insignia and buttons or processing a return, please follow the steps below to ensure your package arrives safely at the studio:
Package items in a protective box or bubble mailer with padding. Any envelope with more than a 1/4-inch thickness is non-machinable and costs more than a first class letter.
Include complete return address information on the outside and inside the package.
Mail items to Hope Design Ltd. at the provided address.
*This military-owned business moves frequently, always use the provided address to ensure it is up-to-date.
Obtain tracking information from your shipping service. Hope Design Ltd. is not responsible for packages that are not received. Insurance is highly encouraged on high-value and irreplaceable items.
Send notification to HopeDesignLtd@gmail.com that your package is on the way.
You will receive a personal confirmation of receipt from Hope Design Ltd. within 24-48 hours of receiving your package.