Returns & refunds
General policy questions
GENERAL POLICY QUESTIONS...
You have 7 days to return your items, provided they are unused, in their original condition, and include all tags and labels. A proof of purchase (such as a receipt or order confirmation email) is required. Please note that returns will be eligible for store credit only, which can be used to exchange for another item. The cost of return shipping will be the responsibility of the customer. Certain exceptions apply—please review our returns policy for full terms, conditions, and exclusions.
Still need help?

Phone

Speak to Zac at Hilton Textiles and have your order number ready, if you have one.

6 days a week                      9:30am - 5:30pm

WhatsApp

Click below to speak on WhatsApp and we will assist you further with your enquiry


If you choose to email us, it may take up to 24 hours to receive a response, and resolving your query could take longer. For faster assistance and resolution, we recommend reaching out via phone or live chat.

FAQs

Can I Return Items Without a Receipt or Returns Label?
For Online Purchases

If you need to return an item without a receipt, simply contact one of our sales representatives for assistance. You’ll need to provide your order number and details like your name and address to verify the purchase.

For In-Store Purchases

To return an item purchased in-store, you’ll need the original receipt.

For more details, please refer to our Returns Policy.
I returned my item but haven't received a full refund yet?
We process refunds for returned items within 7 days of receiving them. Once your return is checked and processed, you'll receive an email confirmation, and the refund should appear in your account within 5 business days.

If it has been more than 14 days since you returned your item and you haven't received your refund, please reach out to us for assistance.

Gift Card Purchases

If you paid with a gift card, your refund will be issued as an e-gift card, sent to the email address used for your original purchase. Be sure to check your spam folder if you don't see it in your inbox.

Partial Refund Received

If you’ve returned multiple items and haven't received the full refund yet, please wait until the full 14-day period has passed. If it’s been more than 14 days and you still haven’t received a full refund, contact us, and we’ll resolve the issue.

Items Purchased with Promo Codes

If you used a promo code for your purchase and returned one or more items, a portion of the promotion value will be deducted from your refund, as outlined in the terms and conditions of our offers.

Refunds for Multiple Payment Methods

If you used a combination of gift cards and debit/credit cards to pay for your order, we will prioritize refunding your debit/credit card first in cases of partial refunds.
What Should I Do If I Receive a Faulty Fabric?
If you’ve received a faulty fabric, please reach out to us as soon as possible via WhatsApp by clicking here, and we’ll work quickly to resolve the issue.

Items Damaged During Delivery

If your fabric was damaged during delivery, please contact us immediately, and we’ll assist you in resolving the matter.

Have complaints?

Find out more ↴

Our team will get to the bottom of your issue and help put things right.
Just click here to speak to us via WhatsApp. Our opening times are 9:30am – 5:30pm, From Sunday to Friday.
If you are still unhappy with our response, you can escalate your issue.