Refund policy

Thank you for choosing Hilandmo. Every one of our highland cow plushies is made to bring a little warmth into your day, and we truly hope yours does exactly that. If something isn't quite right, we're here to make it good. You may request a return within 30 days of delivery, subject to the conditions below.

Address & Variation Changes

Need to update your shipping address or switch a color before your order ships? Reach out to us at support@hilandmo.com as soon as possible. We can adjust details only while an order is still being prepared — once it has entered fulfilment, we're no longer able to make changes. For this reason, cancellations cannot be accepted after an order has been confirmed.

Returns & Exchanges

You have 30 days from the delivery date to start a return or exchange. Requests made after this window has closed cannot be processed. To begin, simply email us with your order number and a short note about what you'd like to do.

Returned items must be unused, unwashed, and in their original condition with any tags and packaging still attached. Buyers are responsible for return shipping costs, and original shipping charges are non-refundable. Where a refund is issued, the initial delivery fee will not be included in the amount returned.

Pre-Order Refunds

If you change your mind about a pre-ordered item, you may request a refund within 7 days of placing the order by emailing your order number to support@hilandmo.com. Once approved, we'll return the amount to your original payment method. Outside of this 7-day window, pre-order purchases are eligible for store credit only.

Damaged or Faulty Items

Please inspect your order as soon as it arrives. If anything has arrived damaged, defective, or different from what you ordered, let us know right away and we'll work with you to put it right — whether that means a replacement, a repair, or a refund.

Final Sale Items

Products marked as Final Sale, including clearance and heavily discounted items, cannot be returned, exchanged, or refunded unless they arrive faulty. Please review these orders carefully before checking out.

Lost or Stolen Parcels

We recommend keeping an eye on your tracking link. If a parcel goes missing, please report it within 14 days of the delivery confirmation date. Hilandmo cannot accept responsibility for packages lost or stolen after they have been marked delivered to a correct address you provided.

What Isn't Covered

• Parcels lost by the carrier after confirmed delivery to the correct address

• Delays caused by carriers, customs, or circumstances beyond our control

• Items showing signs of use, washing, or staining

• Orders returned to us because of an incorrect address supplied at checkout

• Damage caused after the item was received and in use

• Clearance or final-sale purchases, unless they arrived defective

 

How Long Refunds Take

As soon as you tell us you'd like to return something, we get started. Once your return reaches our warehouse, we aim to inspect and process it within 10 business days — the tracking on your return shipment will show you when it has arrived with us, and the clock begins from that point. After your refund is approved, you'll receive a confirmation message. Please allow up to 7 days beyond that for the amount to appear in your account, depending on your bank or card provider.

Get in Touch

Questions about a return or anything else? Our team is glad to help — just write to us at support@hilandmo.com.