Return and Refund Policy
We want every order from Hidn London to be exactly what you hoped for. If something isn't quite right, we've made sorting it out as straightforward as possible. This policy applies to all orders placed through our website, and it doesn't affect your statutory rights as a UK consumer.
30-Day Return Window
Returns are welcome within 30 days of your delivery date. If more than 30 days have passed since your order arrived, we may no longer be able to accept the return.
To get started, send us an email at support@hidn-london.com and include:
- Your order number
- Which item(s) you'd like to send back
- The reason for your return
- Any photos that might help us understand the situation
Once we've reviewed your request and given it the go-ahead, we'll follow up with everything you need to complete the return.
Return Eligibility
Before sending anything back, please make sure your item meets the following conditions:
- It hasn't been worn, used, or washed
- All original tags, packaging, and any included accessories are still intact
- The item is in a condition that would allow it to be resold
We reserve the right to decline returns that don't meet these criteria.
Refunds
Once we've received your return and completed our quality check, we'll issue a refund to your original payment method within 7 business days. Depending on your bank or card provider, it may take a little extra time to appear in your account.
As soon as your refund is on its way, we'll send you a confirmation email.
Return Shipping Costs
- All outgoing orders are shipped free of charge, with no hidden fees or restocking costs.
- If you're returning an item because you changed your mind or chose the wrong size, the cost of sending it back to us is yours to cover.
We strongly recommend returning items using a tracked shipping service, as Hidn London can't be held responsible for any parcels lost on their way back to us.
Damaged, Defective, or Incorrect Items
Received something that arrived damaged, has a fault, or simply isn't what you ordered? Please get in touch as soon as you can at support@hidn-london.com and include:
- Your order number
- A description of what went wrong
- Clear photos of both the item and its packaging
We'll look into it straight away and, where appropriate, arrange a full refund or send out a replacement — at no cost to you.
Order Cancellations
You have a 24-hour window from the time your order is placed to request a cancellation. After that point, your order may already be moving through our fulfilment process, and we may not be able to stop it.
If your order has already left our warehouse by the time you contact us, you're still welcome to start a return once it arrives.
Exchanges
Would you like a different size or style? No problem — just reach out to our support team and we'll guide you through the exchange process. Please note that shipping costs for exchanges may apply, unless the original item you received was faulty or incorrect.
Contact Information
Hidn London is owned and operated by KJ Ecom, a company registered in the Netherlands.
Registration Number: 91412749
Address: Anthonetta Kuijlstraat 49B, 3066 GS Rotterdam, Netherlands
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time)
Email: support@hidn-london.com
Phone:
Contact Form: Submit your question via our Contact Us page.
Our support team typically responds within 24 hours on business days.