Shipping Policy

We want your order to reach you quickly and without any fuss. The details below apply to every purchase made through our website.

Order Processing

  • Cut-Off Time: Place your order before 5:00 PM (UK time) on a business day and we'll generally begin processing it that same day. Anything that comes in after the cut-off will be picked up the next business day.
  • Processing Duration: From the moment your order is confirmed, please allow 1–2 business days for it to be packed and handed off to the carrier. We work Monday to Friday, public holidays excluded.

Shipping & Delivery

  • Transit Time: Once your parcel leaves our hands, you can typically expect it to arrive within 4–6 business days, though this can vary based on your location and carrier.
  • Overall Delivery Window: The majority of our customers receive their orders within 5–8 business days from purchase.
  • Shipping Cost: We offer free shipping on every order delivered within the United Kingdom — no minimums, no exceptions.
  • Tracking: As soon as your order is dispatched, you'll receive tracking information so you can keep an eye on it every step of the way.

Please bear in mind that all timeframes are estimates and can occasionally be influenced by factors outside of our control.

Taxes, Duties & Customs

All prices shown at checkout are in GBP. The price you pay at checkout is the price you pay — any applicable UK VAT and import charges are included, so there's nothing extra to pay on delivery. Your order may be dispatched from within the EU.

Order Changes & Cancellations

If you need to adjust or cancel your order, please contact us as soon as possible. Once an order enters our fulfilment queue, changes may no longer be possible. Separately, under the UK Consumer Contracts Regulations you have the right to cancel your order within 14 days of receiving it — please see our Returns & Refunds Policy for full details on how this works.

Get in touch with us at support@hidnlondon.com and we'll do our best to help.

Potential Delivery Delays

We always aim to get your order to you on time, but occasionally things outside our control can slow things down, such as:

  • Unusually high order volumes or busy seasonal periods
  • Disruptions on the carrier's end or logistical complications
  • Customs or border processing
  • Harsh or unexpected weather
  • Public holidays

If your order hasn't shown up within the expected window, we'd appreciate you giving it a few extra business days before reaching out — though we're always happy to investigate sooner if needed.

Lost or Missing Packages

If your tracking hasn't updated in a while or your package appears to be missing, contact us at support@hidnlondon.com and we'll get straight onto it with the carrier.

Damaged or Incorrect Items

We're sorry if your order didn't arrive in perfect condition. If you received something damaged, faulty, or not what you ordered, please reach out to us as soon as possible and include:

  • Your order number
  • A description of what the issue is
  • Photos of the item and the packaging it arrived in

Our team will review your case promptly and work with you to make it right.

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@hidnlondon.com

Contact Form: Submit your question via our Contact Us page.

Our support team typically responds within 24 hours on business days.