FAQs | Hidden Fashion

MY ITEM HAS BEEN RETUNRED AS 'UNDELIVERED'

Our couriers attempt to deliver three times before returning items back to us as undelivered. If your order has been returned to us, you need to contact us on help@hiddenfashion.com.

TRACKING SHOWS AS DELIVERED BUT I HAVE NOT RECEIVED MY PARCEL

If the tracking is showing as delivered but you have not received it please in the first instance check with your neighbour. If you have still not received your order we will need to contact the courier on your behalf. Please email us with your name, order number and address and we can then look into this for you.

I ORDERED ON SATURDAY FOR NEXT DAY DELIVERY, WHEN WILL I RECEIVE MY PARCEL?

Any orders placed from Friday after 2pm until Sunday will be shipped on the following Monday with a next day service for delivery on Tuesday.

CAN I CANCEL MY ORDER?

You need to contact us via email at help@hiddenfashion.com within 2 hours of having placed your order. Our office opening hours are 10:0 - 17:00 Mon-Fri

CAN I AMEND MY ORDER?

Our processing team work super fast to get all orders processed and dispatched as quickly as possible, therefore we are unable to make any amendments or cancel orders once they have been placed.

We are unable to amend any delivery details once the order has been placed. However if the parcel is yet not shipped from us we can amend address details only.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept PayPal, Visa, MasterCard, Delta, American Express and Maestro. We now also accept KLARNA, Clearpay and Amazon Pay. We are only able to accept one payment type per order.

WILL I KNOW WHEN MY ORDER HAS BEEN DESPATCHED?

Yes, once your order has been despatched from our warehouse you will be sent an email advising you that your order is on its way along with your tracking number.

HOW SECURE IS YOUR WEBSITE?

Information you give us is stored securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

HOW CAN I CONTACT YOU?

You can contact us by email at help@hiddenfashion.com. We aim to reply to all emails within 24 hours. Excluding weekends and bank holidays.

WHAT IS THE ADDRESS FOR RETURNS

Please return your items back within 30 days of receipt and in its original condition. Please include the invoice you received with your order and send to:

Hidden Fashion

Unit 1, 105 Brearley Street
Birmingham
B19 3XJ

I'VE GIVEN AN INCORRECT ADDRESS..WHAT CAN I DO?

If your order has not been dispatched yet, cs will happily amend your address. If your parcel has been shipped already the courier may not be able to change it.

If the parcel has already been delivered to the incorrect address, then unfortunately we are unable to offer a refund for the order.

CUSTOMER SERVICE :

Help@hiddenfashion.com

Our Customer Services Dept is available to help with your queries :
09:00 - 18.00 Monday to Friday

Excluding weekends and bank holidays

AMEND OR CANCEL YOUR ORDER:

Help@hiddenfashion.com

PR AND MARKETING CONTACT:

Bloggers@hiddenfashion.com

BLOGGERS COLLABORATION CONTACT :

Bloggers@hiddenfashion.com

CAREERS CONTACT :

Help@hiddenfashion.com

HOW DO I RETURN MY ITEM?

See the simple steps below.

1. Repack your items. Before returning your items, please make sure to include the invoice that came with your order in the return parcel. If you have misplaced the invoice, kindly add a note with your order number and list of returned items. This will help ensure a seamless refund process. Thank you.

2. Please return your items to the below address:

HIDDEN FASHION

Unit One, 105 Brearley Street, Birmingham, B19 3XJ

3. You'll get an email once we receive your returned item. You’ll receive your refund in up to 14 days!

RETURNS INFORMATION

How do I send my item back?

Not totally in love with your item? Don't worry we have a no hassle returns policy. Returns must be made within 30 days. Please mark on your invoice which item is being returns and why, ensuring items are still in their original packaging with no signs of wear/damage. Due to hygiene reasons, we can not accept back swimwear, cosmetics or jewellery. We also don't accept returns on any accessories. Any items that are sent back in an unsaleable condition and do not comply with our returns policy will not be refunded and may be sent back at the customer's expense.

*Please note - any orders returned after the 30 day return period will not be refunded, you will receive a credit note, or you may need to pay an additional fee to have this re sent back out.*

Can I exchange my item?

Yes you can state on your invoice which alternative size you would like, we can only exchange for the same item in a different size. Please note the customer will be responsible for the return postage costs.

Hey my item is faulty/wrong?

We are so sorry if you received a faulty or wrong item. Please email us at help@hiddenfashion with photos of the item and we will ensure to resolve the matter for you.

Please be aware that some items or footwear may have labels removed by the manufacturer or wholesaler – this does not constitute as damage.

When will I receive my refund?

Once we have received your return we will notify you via email with new tracking for your exchanged item or confirmation for your refund. Refunds are made within 15 days of us receiving the return. Refunds may take up to 2-3 working days to reach your account.

Oh, and don’t forget to keep proof of postage/tracking number – we’ll need this if there are issues with your return.

Last but not least

Please note all returns are payable by the customer. Hidden Fashion reserve the right to reject returns sent back to us without communication or paperwork beyond the return period limit. If you have any queries please do not hesitate to contact us at help@hiddenfashion.com