HSIA Website / Shop App Orders Customer Support & Returns & Exchanges Policy

Customer Support Hours & Response Time （Live Chat & Emails)

  • Operating Hours: 8:30 AM - 18:00 PM PHT, Monday to Friday (Break: 12:30 PM - 14:00 PM).

  • Need help converting time zones? you can use a free time zone converter like:

  • Response Time: We aim to reply within 1-3 business days.

    • Haven’t heard back? Check your spam folder or note that we may be offline.

    • Responses may be delayed during weekends, holidays, or peak seasons. Rest assured, we’ll reply within 2-4 business days.

    • If you don’t receive a reply within 5 days, please follow up or mark your email as “Urgent” or “Important” for priority handling.

  • Contact Tips:

    • Required: Provide your email and detailed request.

    • Helpful: Include your order number and recipient name (if applicable).

  • Live Chat Guidelines

     

    • Please wait 10-15 minutes for a response.

    • Avoid guest mode—log in to ensure we can identify your order history and assist you efficiently.

    • If no reply is received:

      • Our team may be during peak hours.

      • Leave your email address, detailed request, and order number (if applicable).

    • We will respond via email within 1-2 business days.


Address Correction Notice

If you notice an error in your shipping address or need to add details (e.g., apartment/unit number, buzz code) within 3-4 business days after placing your order, contact us immediately.

We will update your address in our system before shipment.

If this period has passed and your package has already been processed and shipped from our warehouse, we cannot intercept it.

In this case:

  • Contact the carrier directly to request an address change or redirection.

  • This process may involve additional time and effort.

To ensure safe and timely delivery, please double-check your address before submitting your order.

If unsure about street names or postal codes, verify them on official websites rather than relying on memory.

Returns & Exchanges

We offer free returns/exchanges within 30 days of receipt.

HSIA provides coverage for return shipping fees associated with exchanges and refunds. 

Returns

  • Before Returning:

    • Contact us via live chat or email (service@hsialife.com) for assistance.

    • For the best fit, consult our size experts before returning.

  • Return Conditions:

    • Original Items must be unused, with all tags attached and in resalable condition.

    • If the returned item(s) affects a secondary sale, we reserve the right to refuse the refund.

  • Processing Your Return:

    • Required: Provide your order number, items to return (if partial), and reason for return.

    • Optional: Share your usual size/brand for better future recommendations.、

    • After receiving your inquiry, our customer service team will provide specific instructions on where to return the product(s) and process your refund.

  • Important:

    • Do NOT ship returns to any address without prior confirmation from our team. Unauthorized returns will not be processed or refunded.

Exchanges

Before Exchanging

  • Contact us via live chat or email (service@hsialife.com) for guidance.

  • Do not return the original item until instructed.

Exchange Conditions

  • Once an exchange is confirmed, changes or cancellations are not permitted.

  • Keep the original item until your replacement arrives.

Processing Your Exchange

  • For 2+ items: We first ship 1 item for a trial fit. If it works, we ship the rest and guide you through returning the original items.

  • For 1 item: We ship the replacement directly. If it fits, we’ll provide return instructions for the original.

Required Info

  • Order number

  • Item(s) to exchange

  • Reason for exchange

  • Feedback on fit/comfort (e.g., “too tight,” “too loose”)

  • Whether your shipping address remains valid

Optional (For Better Sizing)

  • Your usual size/brand

  • Underbust and leaning bust measurements

After Your Request

  • We’ll confirm details, provide instructions, and share the tracking number.

  • Keep your phone accessible for delivery updates.

  • Try on the replacement immediately upon arrival.

Confirm Within 4 Days of Delivery

  • ✅ “Good Fit” → We’ll guide you to return the original item(s).

  • ❌ Needs Adjustment → Free re-exchange or refund.

Original Item Policy

  • Keep it until you confirm the replacement fits.

  • Return window automatically extends.

  • If unsatisfied, contact us within 14 days for:

    1. Second free exchange

    2. Personalized sizing advice

    3. Full refund

Product Damage or Incorrect Item

If you receive a damaged product (e.g., torn cups, loose stitching), please contact us immediately at service@hsialife.com.

Required Steps:

  1. Lay the bra flat on a surface.
  2. Take clear photos of the defect/wrong item from multiple angles.
  3. Email the images along with your order number and a brief description.

We will verify the issue with our quality control and warehouse team.

Once confirmed, we will promptly send a replacement. Do not discard the item until instructed. 

Contact Us

Primary Email: service@hsialife.com
Backup Email: hsialife@outlook.com

If you encounter any issues not listed above, or have suggestions or feedback, we warmly welcome you to reach out.

Thank you for choosing HSIA! 💙