We offer a 30-day money back guarantee on most items purchased from HBO stores including www.hboshop.com. All items that do not qualify for our 30-day money back guarantee will have special messaging on their individual product pages. Please note that this includes all personalized items as they have been customized to your specific desires and they are not available for resale.
Our customer service team is available weekdays 8am-10pm EST and weekends 12pm-8pm EST, and can be contacted via live chat on the bottom right corner of the page, or through the contact form.Merchandise cannot be returned if personalized, used, washed or worn.
Receiving Credit on Your Return
We will process your refund as soon as we receive the returned product(s) at the address provided by our Customer Support team. Be advised that you will only be refunded for the product(s) returned (minus shipping charges) as we will be providing you with a prepaid shipping label. The number of days the credit will take to post will depend on your financial institution’s policy regarding credits. If your item is returned back to us, a $5.00 convenience fee is also applied against the refund balance.
If the purchase was made via Paypal then the refund will return to the Paypal account used to purchase. This will appear as credit in your Paypal account which you can use to make a purchase, or request to withdraw from Paypal to your bank account. Login to your Paypal account to get started.
We currently do not offer exchanges. But please feel free to contact our customer service team at firstname.lastname@example.org and a customer service representative will be in contact with you shortly to make things right.
Take a picture of the damaged area(s) and send them to email@example.com and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the form has been submitted.
All personalized items are nonreturnable. We regret that we are unable to refund any personalized item. The item has been personalized to your specifications and cannot be resold.
HBO Shop eGift cards cannot be returned or refunded.