Frequently Asked Questions
01
Size, fit & garment care
Guidance for choosing your size and caring for natural linen.
How do I choose the right size?
Use the size guide on the product page and compare its measurements with a similar garment that fits you well. For jackets, focus on chest and shoulders; for trousers, check waist, rise and inseam.
If you are between sizes, email service@hischarm.com with your height, weight, usual size and preferred fit.
Why is the size on the garment label different from the size I ordered?
Some garments carry a manufacturer or regional size on the inside label. We match the product-page size using the garment measurements, so the label number may look different while the selected fit remains equivalent.
Is wrinkling normal for linen clothing?
Yes. Linen naturally develops soft creases as it is worn—part of its relaxed character. Hang the garment after use and use light steam when needed. Always follow the care label inside the garment.
Why can the color look slightly different in person?
Screen settings, studio lighting and linen’s natural texture can affect how a color appears. Minor variation between the online image and the garment is normal.
02
Orders & payment
Help before and immediately after placing an order.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We will try to help before processing begins, but changes or cancellation cannot be guaranteed once an order has entered preparation or dispatch.
Will a sold-out item come back?
Some core styles and popular sizes may be restocked, but timing is not guaranteed. Check the product page regularly or contact customer care for current availability.
Which payment methods can I use?
Checkout supports PayPal and eligible debit or credit cards. Google Pay and Apple Pay are also available through PayPal when supported by your device, browser, region and wallet setup. The options available to your order are displayed at checkout.
See Payment & Security for details.
My payment is pending. Has my order been placed?
Check for a HisCharm order-confirmation email before trying again. A temporary pending authorization may appear while the payment provider verifies the transaction. If no confirmation arrives, contact us before submitting a second payment.
03
Shipping & tracking
Expected timing and what to do while your parcel is in transit.
How long will my order take to arrive?
Order processing usually takes 1–3 business days. Standard delivery normally takes 7–15 business days after dispatch, making the typical total timeframe 8–18 business days.
Holidays, peak seasons, customs checks and severe weather may cause delays.
How can I track my order?
When your order ships, we email a tracking number and tracking link. You may also follow your parcel through 17TRACK.
My tracking has not updated. What should I do?
Tracking events can take 1–2 business days to appear after dispatch, especially while a parcel is being transferred between carriers. If there is still no movement after that period, email us with your order number.
Do you ship to my country?
We deliver to most destinations worldwide, with some current restrictions. Review the latest destination list, free-shipping information and delivery details on our Shipping & Delivery page.
04
Returns & refunds
Eligibility, return steps and what happens after your parcel arrives.
Can I return an item?
Contact us within 30 days after delivery. Items must be unworn, unwashed, undamaged, free from perfume, cigarette smoke or other odors, and suitable for resale.
How do I request a return?
Email service@hischarm.com before sending anything. We will provide the current return address and Returns Form. Use tracked shipping and retain your receipt or proof of shipment.
What if I received an incorrect or defective item?
Contact us within the 30-day window with your order number and clear details of the issue. Please wait for our instructions before returning it so we can review the item and the applicable shipping costs.
When will I receive my refund or exchange?
An approved refund is issued to the original payment method within 3 business days after we receive the returned products. Your payment provider may need additional time to post the credit.
Exchanges require the original item to be returned first and include return postage, the second shipment and a $20 USD fee per exchanged item. See Returns & Exchanges for full details.
Personal assistance
Still have a question?
Our customer care team is happy to help. Include your order number whenever your question relates to a purchase.