Welcome, spooky shoppers and Halloween enthusiasts! At Hyde and EEK Shop, we want your Halloween experience to be as thrilling as a haunted house—but without the scares when it comes to returns and exchanges. If your ghoulish goodies aren’t quite what you expected, we’re here to help with a returns and exchanges process that’s as smooth as a phantom’s glide. Please read our policy below to ensure your items are handled with care, just like a witch guards her spellbook.

Return & Exchange Eligibility

We accept returns and exchanges for most items within 15 days of your receipt of the order. To be eligible, items must be:

  • Unused and in their original condition, with tags and packaging intact
  • Accompanied by the original receipt or order confirmation

However, due to the nature of certain products, the following items are non-returnable and non-exchangeable to ensure safety and hygiene:

  • Halloween Makeup and Cosmetics (for health reasons, as these are personal care items)
  • Halloween Candy Bags & Bowls (if opened or used, to prevent contamination)
  • Any items that have been worn, damaged, or altered after delivery

If you receive a defective or incorrect item, don’t worry—we’ll make it right faster than a werewolf’s transformation! Just contact us within 48 hours of delivery.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange process:

  1. Contact Our Customer Service Team: Reach out to us at [email protected] within 15 days of receiving your order. Include your order number, the items you wish to return or exchange, and the reason. Our ghostly team will respond within 1-2 business days with further instructions.
  2. Pack Your Items Securely: Place the items in their original packaging, along with any tags or accessories. Include a copy of your order confirmation or receipt. For exchanges, specify the replacement product you’d prefer (subject to availability).
  3. Ship the Items Back to Us: Send the package to our address at 959 Farland Street, Chicago, US 60637. You are responsible for the return shipping costs, unless the return is due to our error (e.g., wrong item sent). We recommend using a trackable shipping service like DHL or FedEx for peace of mind.
  4. Wait for Processing: Once we receive your return, we’ll inspect it and process your refund or exchange within 5-7 business days. We’ll notify you via email once it’s complete.

Refund Timeline and Methods

After we approve your return, refunds will be processed to the original payment method used during purchase. Here’s what to expect:

  • Timeline: Refunds typically appear in your account within 7-10 business days after processing, depending on your bank or payment provider (e.g., Visa, MasterCard, JCB, or PayPal).
  • Method: The refund will be issued to the same card or PayPal account. If you used a promotional discount, the refunded amount may reflect the adjusted price.

For exchanges, if the replacement item is of a different value, we’ll handle any price differences via refund or additional charge. Shipping costs for original orders are non-refundable, unless the return is due to our mistake.

Return & Exchange Request Template

To make things easier, use the template below when emailing us for a return or exchange. Just fill in the blanks and send it to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Hello Hyde and EEK Shop Team,

I would like to request a [return/exchange] for my order placed on [Order Date]. Here are the details:
– Order Number: [Your Order Number] – Item(s) to Return/Exchange: [List the product names and quantities] – Reason for Return/Exchange: [e.g., wrong size, defective item, not as described] – For Exchanges: Desired Replacement Item (if available): [Product name and size/color, if applicable]
Please let me know the next steps. I can be reached at [Your Email Address] or [Your Phone Number].

Thank you,
[Your Full Name]

Questions? We’re Here to Help!

If you have any questions about returns, exchanges, or just want to share your spooky shopping tales, our customer service team is always ready to assist. Contact us at [email protected], and we’ll respond faster than a vampire at midnight!

Happy haunting and secure shopping from your friends at Hyde and EEK Shop!