Refund policy

Shipping & Exchanges

Order and Shipping Confirmation

Due to the current state of affairs, shipping costs have risen substantially, and shipping is taking longer than ever. We are doing our absolute best, but please ask for your patience and understanding.

Orders are processed within 3-5 business days, Tuesday-Friday. Please note during our busy season, October-December, and during any special sale events orders will take additional time to process. Processing means preparing for shipment & does not include the actual time of shipping transit.

Once items are prepared/processed for shipment, standard shipping in the continental US takes 1-5 business days in transit.

You will receive an email confirmation once your order has been successfully placed and another when your order has been dropped off for shipment.  The shipping confirmation will include your order number, tracking number, and ship date. When receiving your order confirmation please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you. Orders that are returned to us because of an address error will not be shipped back until the customer corrects their address and pays for additional shipping costs. Orders can take up to 3 business days (Monday-Friday) to be processed and dropped off for shipment.

Once items are dropped off for shipment, standard shipping in the continental US takes 1-5 business days in transit.

Expedited shipping is available; however, please note that expedited shipments takes 2-3 days, and all orders have to be placed by 12:00 pm EST to be processed that same day. For expedited shipping, choose priority shipping at checkout.  For any other shipping times or questions, please call the store (816.523.6677) and we'll see what we can do.  

In-store and curbside pickup is also available. Choose in-store pick-up option at checkout, and you'll receive an email once your order is ready for pick up.  

Shipping Costs

Costs for shipping are determined by the method chosen at checkout.

Please note that additional shipping costs may be incurred for any items that are oversized and overweight.  In this instance you'll receive an email and invoice for additional shipping costs.  Once the invoice is paid, your shipment will go out. 

We pride ourselves on not making a profit on shipping. We partner with Shopify which does offer discounted shipping rates, which we pass on to you. Thank you for always choosing to shop small and for your understanding of costs!

*We are more than happy to work with you on international orders and do offer international shipping through DHL. Please note that some customs authorities may impose duties and taxes on certain items. These fees are assessed by the government and are separate from the shipping and handling charges. We do not have any control or visibility on such charges. You may want to contact your customs authority to inquire about the possibility of these charges and how much you may be required to pay before DHL delivers your order to you. We are not responsible for any duties and taxes.

"Stolen" Packages

Currently we ship via UPS. We are not responsible for any items that go missing during transit or are misplaced upon delivery. We can require a signature for receipt of the package, if you would like this, please ensure that you email orders@shophilestwo.com at the time of your order.

Cancellation Orders

You can cancel your order up to 24 hours after purchase as long as your order has NOT been processed and dropped off for shipment.   

Exchange/Return & Damages Policy

Returns are available for STORE CREDIT (gift card) or PRODUCT EXCHANGE ONLY. Special Orders are not eligible for exchanges or returns and are considered FINAL SALE. (Please see below for products not eligible for return).

Returns/exchanges are accepted within 7 days of delivery or pickup date. (We do allow additional time during the Christmas season for NON-SEASONAL merchandise.) Items must be returned unopened/unused and in their original packaging. To return an item, follow the directions below:

  1. Email orders@shophilestwo.com with your inquiry to receive an RMA number.
  2. If the return is a result of an error on our end, we will provide a shipping label once customer service has responded to your inquiry. You will then be able to print a pre-paid UPS shipping label. Print the pre-paid shipping label, affix it to your package, and take the package to a UPS drop-off location. Any other return labels will not be provided by Hiles Two.
  3. Returns/exchanges will NOT be accepted on any Special Orders, JellyCats, jewelry, skincare/beauty, fragrance, personalized items, furniture, plants, art, personal hygiene items, or anything from a sale collection.
  4. Returning an item is at your own risk. You must ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you, or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.
  5. Our exchange policy allows for one exchange per purchase. Once an item has been exchanged, it is considered final sale and cannot be exchanged again.

For items that have been damaged in transit, please email orders@shophilestwo.com and include pictures of the damage, and pictures of the shipping box help as well. Once we receive your email, we'll determine the next steps.  Emails for damages MUST be received within 7 days of the delivery date.  Anything received later than that will not be eligible for exchange or refund.

If you have any further questions, please email:  orders@shophilestwo.com

Late Returns

Any item returned after 14 days from the order date is not eligible for exchange/store credit.  The only exception is the holiday/Christmas order.  Holiday orders will be accepted for exchange through the month of December.

Items Not Eligible for Return/Exchange

Please note that we do not accept returns of art, rugs, plants, furniture, personal hygiene items, lighting, food,  special orders, any personalized or custom-made products, JellyCats, any sale merchandise, or products that are specified as non-returnable in their description. Returns are not allowed on any SALE collection purchases.

Processing a Return/Exchange

A store credit or exchange will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for exchange/store credit. Returns/exchanges do not include any shipping or handling charges, except in the case of faulty or damaged items. Your store credit will be issued and emailed upon return approval.  

Sales & Promotions

We often have sales and promotions, and understand your frustration if purchasing something full price that goes on sale the next day.  Therefore, if a purchase happened within 24 hours of a sale going live, we will provide you a gift card for the difference. Hiles Two gift cards never expire and can be used BOTH in store and online.  Please note sales and promotions can differ online and in-store.

Shipping Address 
Hiles Two

7445 Broadway ST

Kansas City, MO 64114

Phone # 816.523.6677