FAQ - Returns & Exchanges

U.S Returns & Exchanges

HATCH is happy to offer extended holiday returns for orders placed from November 15th through December 5th. If your order was placed from November 15th through November 25th, you will have 60 days to initiate a return or exchange. If you placed an order between November 26th through December 5th, you will have 45 days to initiate a return or exchange.

HATCH offers returns on products shipped within the United States within 30 calendar days from when your order is placed. Merchandise clearly marked as final sale is not eligible for return. 

Please note, our Even Exchange option is not currently available. We are working to offer free exchanges again as soon as possible.

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

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.
  • 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 charge a $10 return shipping fee on Express Return Drop Offs, and a $15 return shipping fee for Mail-Back Returns shipped via UPS. 
  • 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 help@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 help@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 help@hatchcollection.com and we will take care of you. 

When Can I Expect My Refund?

  • 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. 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.
  • 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: Please note, our Even Exchange option is not currently available. We are working to offer free exchanges again as soon as possible. Please email help@hatchcollection.com if you would like to exchange your order. 

    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 when the return is received and processed at our warehouse. 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 mail-back returns through UPS so that you can ship your return back to us. Simply initiate a return on our returns site and select “Mail back via UPS” 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 and 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.

    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 help@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.