FAQ

FAQ

• Yes, you can track your order here.
  
  All our UK Home delivery orders are dispatched with tracking. You will receive a dispatch email with a tracking link on for your order from the courier.
  
  When we send your dispatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your orders information to be visible. For orders to Ireland please allow up to 24 hours.
  
  Tracking may not be available on some international orders. Please allow the full delivery time before contacting.
  

• Return your items to our HIP stores in Leeds or Manchester for FREE within 28 days from when you receive your order for a refund. Exchanges currently unavailable.
  
  Returns can be made by visiting our returns portal here. No printer required! Free option available.
  
  By post
  You can make your own arrangements through any postal carrier but we recommend you use one who can give you a ‘Certificate of Posting’ as, until the parcel reaches us, it’s your responsibility.
  
  Please return to:
  
  HIP Internet Returns
  Door 2
  Michael Faraday Avenue
  Milnrow
  Rochdale
  OL16 4FW
  
  

• While we do hope that you are pleased with any purchase you have made, we appreciate that sometimes things just don’t go according to plan, and if you feel that we could have improved our service somewhere along the line, then please let us know.

  
  

  Our Promise:

  • You can access our Customer Care team between 8am - 9pm and Saturday 7 days a week via Email, Telephone or our contact form here.
  • To be polite, professional and enthusiastic. Our staff will always offer a friendly greeting and identify themselves by first name.
  • We will make sure our staff are trained well enough to deal with your enquiries the first time you contact us.
  • Confidentiality and respect for your privacy.
  
  

  How you can help us:

  • Provide us with all the information we need to help you.
  • Let us know if you have any special needs.
  • Be polite to our staff and show them the same respect they will show you.
  • We welcome any and all feedback, and are always seeking to improve the way that we help you.
  
  

  Aimed Turnarounds:

  Your email - We aim to answer your email in 24 hours
  Your social media query - We aim to respond to your query within 4 hours
  

  How to complain if something goes wrong:

  Step 1: Contact Us

  
  
  
  • The Store Management can agree that there is a genuine manufacturing fault and either exchange the item for another, offer a gift card or issue a full refund.
  • The Store Management can disagree that there is a genuine manufacturing fault and therefore not progress the return.
  • If the store management is uncertain if the item has a manufacturing defect, or is over 90 days old, they have the option to send it to our Returns Department for an Inspection.
  
  If your complaint does not relate to a purchase, or you are not in agreement with the decision made by the store, please contact us using one of the following options.
  
  
  • Email us here: Should you have a query, please Contact Us
  • By Post:
    The Hip Store
    Hollinsbrook Way
    Pilsworth
    Bury
    Lancashire
    BL9 8RR

  Step 2: Escalating Your Complaint

  
  If you are dissatisfied with our handling of your complaint, you can click on this link to access the EU’s Online Dispute Resolution platform to have your complaint forwarded to an independent third party for review.
  
  If your complaint has been escalated and you remain unsatisfied with our response, you may contact the Retail Ombudsman in order to seek an independent review of our handling of your complaint.

• You can view the HIP size guides here, or alternatively find them on every product page.

• This usually means we’re out of stock in that size. We restock full price items as much as we can, but we don't generally restock sale product.
  
  Contact our Customer Care and provide us with the 6 digit product code and we’ll do our best to tell you if your size is due to be restocked and give you a guide as to when.

• Every item online is stocked in store when it's first launched. You can give our stores a call on 0113 245 0652 (Leeds) or 0161 831 7870 (Manchester), with the item's description and colour to see if they've got it in stock in your size.

• Get in touch with customer care; Should you have a query, please Contact Us and provide as many details as possible - where you saw it, the brand, style name and colourway if possible. We'll do our best to track it down.

• We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.
  
  If you do need any more info send an email to customer care and we'll do our best to help you out.

• We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so please check the product description for information on the colourway.

• Yes, you can track your order here.
  
  All our UK Home delivery orders are dispatched with tracking. You will receive a dispatch email with a tracking link on for your order from the courier.
  
  When we send your dispatched email there can sometimes be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your orders information to be visible. For orders to Ireland please allow up to 24 hours.
  
  Tracking may not be available on some International orders. Please allow the full delivery time before contacting.
  

• If your order has not arrived by the estimated delivery date we’re here to help.
  
  Before contacting us it’s worth checking a few things first. Check the tracking link in the couriers email which you should of received when it was dispatched.
  
  Sign into your account to check we have the correct delivery information for your order and that all of your contact details are up to date.
  
  Check with your neighbours. If you weren’t in then the courier may have left the parcel with one of your neighbours. Check in any safe areas the driver may have left your parcel, such as in a porch or garden shed.
  
  You can track your order here.
  
  If you still can’t find your parcel please Contact Us quoting your order number.

• You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick.
  
  You may be able to cancel your order up to 1 hour after placing but you’ll need to contact 0161 393 7057 to do it.
  
  You can return your order FREE by using our returns portal. We aim to respond to your email within 24 hours or by socials within 4hrs.
  
  Should you have a query, please Contact Us

• Once an order’s been placed we are unable to add or change or amend any products from your order.
  
  You may be able to cancel your order but we’re pretty quick at picking and packing your order which means you’ll need to be quick. You may be able to cancel your order up to 1 hour after placing but you'll need to contact us on 0161 393 7057 to do it.

• Sorry your order was cancelled.
  
  If the item(s) you've ordered is out of stock at the time of packing your order, we need to cancel it. Please allow up to 5 working days for your refund, depending on your payment method.
  
  Should you have a query, please Contact Us and provide us with the 6 digit product code and we’ll do our best to tell you if your size is due to be restocked and give you a guide as to when.

• We’re only human and on rare occasions, mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to put it right as soon as possible.
  
  Please contact us with the order number and the incorrect items names and numbers.

• Did you receive an email from us letting you know that part of your order is not available? If you did, check what you’ve received against the email. If you didn’t receive an email from us, check your delivery note as any item not available will be listed and explained. In any case of items not available, we will not charge your payment method for the item in question.
  
  If there’s no indication that you should have an item missing, please get in touch straight away via https://www.thehipstore.co.uk/customer-service/contact/ and we’ll do our best to sort the problem out for you.

• We’re really sorry about that! If you have a faulty/damaged item, please contact Customer Service to see how we can help you.

RETURNS

• Returns can be made by visiting our returns portal here. No printer required!
  
  By post
  You can make your own arrangements through any postal carrier but we recommend you use one who can give you a ‘Certificate of Posting’ as, until the parcel reaches us, it’s your responsibility.
  
  Please return to:
  
  HIP Internet Returns
  Door 2
  Michael Faraday Avenue
  Milnrow
  Rochdale
  OL16 4FW
  
  We do not accept returns or exchanges bought online to any of our stores.
  Exchanges in-store are accepted for items paid for by cash and credit/debit card only.

• You have 28 days from when you receive your order to return your order. Online orders can only be refunded in store, exchanges currently unavailable. In-store purchases can only be exchanged or refunded in store.

• The length of time it takes for your order to get back to us depends on the method of return you choose. If you’re able to return your order to store and obtain a refund, you’ll usually see the funds in your account within 5-7 days.
  
  If you’re returning your order by post check the tracking provided by your chosen carrier.
  
  Once we have have received your return and it’s been accepted, we'll send you a confirmation email and process a refund within 24 hours. PayPal customers can expect to see the funds in their PayPal account immediately, and credit/debit card customers can expect to see their refund within 5-7 days.

• As long as we’ve not indicated that you can’t in the product description or in the offer itself, you are welcome to return an item purchased using a promotional discount in the same way as any other item.

• As long as we’ve not indicated that you can’t in the product description or in the offer itself, you are welcome to return any sale item in the same way as any other item.

• You can return your unwanted items back to our HIP Leeds or Manchester stores within 28 days of purchase. They must be complete with the packaging, tags and any special items that may have accompanied them. Remember to take your proof of purchase with you too.

• Certain products we sell may have a slightly different returns policy but we’ll let you know about this in the product description.
  
  Underwear and Swimwear can be tried on but please do so over your own underwear if you’re thinking of returning. If this doesn't appear to have been done we won't accept them back.
  

  Giftcards cannot be returned.

• You have 28 days from when you receive your order to return your order. Online orders can only be refunded in store, exchanges currently unavailable. In-store purchases can only be exchanged or refunded in store.

• You can pay using any of the following methods.
  
  Visa, MasterCard, Visa Electron, Maestro, American Express, PayPal, Apple Pay and Klarna.
  
  We take security very seriously so you can rest assured, when you enter your payment details they’ll be safe with us.
  
  To give you even more confidence in shopping online with HIP, we have introduced Verified by Visa and MasterCard® SecureCode™ . These services enhance your existing credit/debit card accounts against unauthorised use when you shop with us.
  
  To use this service, you must first register with the bank or other organisation that issued your card.

• If you have any questions regarding Clearpay, please see our full FAQ here.

• MasterCard SecureCode (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, MasterCard SecureCode is chip and pin online.
  
  For more information on MasterCard SecureCode, check out our guide here .

• Verified by Visa (or 3D Secure) is an added layer of security for online card transactions. A private code known only to you and your bank helps protect you against unauthorised use of your card. In simple terms, Verified by Visa is chip and pin online.
  
  For more information on Verified by Visa, check out our guide here.

• If you have requested our deliver to store delivery, once your order has been delivered to the store we will send you an email informing you that your order is ready for collection. Please do not travel to store until we notify you.
  
  Please allow 4 hours before collecting from store.
  
  When collecting your order please bring a copy of your email and some ID (card used to pay, utility bill etc).

• Simply enter the promo code in the field provided in your Shopping Basket before you proceed to the checkout. If you cannot find this field or you’re having difficulty entering the code, please get in touch by giving us a call on 01614133670 before you place your order as we may not be able to add the discount at a later stage if the code is not entered. We aim to respond to your query within 4 hours.
  
  Should you have a query, please Contact Us

• Yes. When you input your name, address or credit/debit card details on to the website, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit cannot be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a padlock icon or key icon in the grey bar at the base of the page you are reading. We also use MasterCard SecureCode and Verified by Visa for added security when paying with these payment methods.

• Registering with us isn’t necessary and you can place an order without going through the sign up process.

• Once you’ve registered, you can access your account at any time using the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.

• Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notification of limited edition releases, exclusive styles, rare colourways and an early heads up on when our sale starts.

• No problem! Use the ‘forgot your password?’ link at the login page, enter your email address and we’ll send you an email so you can reset your password and choose a new one.

• Our carrier delivers between 7.30am and 8pm, and in some cases a signature may be required.
  
  If you're not around, the carrier is currently unable to leave your parcel with a neighbour however (if a signature is not required) they will try to find a safe, dry place to leave your parcel.
  
  Alternatively they’ll leave a calling card with the details on how to re-arrange delivery. Or depending on the courier a re-delivery attempt may be made without contact.
  
  Please note deliveries outside of the UK can take anything up to 10 working days and sometimes longer. Check with your local postal service to check if any attempt has been made at delivery as you may have been out when they called.

• Next Day Delivery is £7.99 delivered by Royal Mail. Order before 6pm to get delivery the following day.
  Tracking available on all orders and SMS updates available where a mobile number is provided.
  
  Standard Delivery to Store delivery is £1.
  
  International Standard delivery is available from £6.99 and International Tracked Express from £9.00 dependant on country.
  Please note, these charges may vary from time to time with promotional activity.
  
  We cannot deliver to PO boxes and if you require delivery to the Channel Islands you will need to select International delivery.
  
  Unfortunately next day delivery may not be available to certain post codes and business addresses, they may be received next day if ordered earlier in the day but we cannot be guarantee delivery.

• When placing your order, it is important to provide your mobile number and e-mail address during the checkout process. Once an order is processed and out for delivery, you will need to give the DPD driver the 4-digit pin in order to receive your order. The pin code will be sent to you via e-mail/SMS. Each pin code is unique and created separately for each shipment. Please keep these safe.

  
  

  If you've accidentally deleted the PIN communication, the driver can resend it to you once they arrive at the delivery address. You can also download the DPD app and view the PIN in there too.

• We deliver to over 200 countries.
  International European Standard Delivery is from £7.99.
  International Rest of the World Delivery is from £14.95.
  Republic of Ireland Delivery is £7.99.
  
  Customers ordering from outside the EU will be subject 20% VAT on their purchase, no refund or deduction will be made at the checkout.

• Deliveries will be shopped via DPD, Pro Carrier & Skynet. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.

• We deliver to 115 countries. Standard and Tracked Express delivery services are available to most of the countries we ship to. International delivery is available from just £7.99 - the price varies by country and this can be found HERE.

  Who will deliver the parcel?

  Deliveries will be shipped via DPD Pro-carrier & Skynet depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.

  How long will it take?

  Delivery will take 7 to 21 working days after despatch; a signature may be required and if you're not around the driver will leave a card with instructions on how to pick it up. This may vary depending on the country but we should be able to give you more info if you contact our Customer Service team quoting your order number.

  Can I track my delivery?

  Tracking is available on some Standard deliveries and on all Tracked Express deliveries. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.

  Will the recipient have to pay duty on the order?

  Our products are sold on a DDU (Delivery Duty Unpaid) basis. Additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made outside the UK may have to pay import duty or formal customs. If this is the case, the delivery may be delayed. HIP cannot offer any assistance in these processes. To help make sure that customs duties are not payable for deliveries outside the UK, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value.

• Tracking is available on all orders. Please use the tracking link on your dispatch email which you will have received from the courier.

• If delivery is to an address in the EU and under €150, then taxes and duties will be settled on your behalf with our courier. If delivery is over €150 or to an address outside the EU, you may be charged taxes or duties on import into the destination country – we recommend you contact your local customs authority to understand the potential costs prior to placing an order. You will be the importer into the destination country and by ordering through this site you give authority to our couriers to deliver and clear goods to you on that basis.

• If the survey email is from The Hip Store, with the email address feedback@thehipstore.co.uk then this is from us!

• Qualtrics are the agency we use to conduct our surveys and store the responses you provide. You can check their privacy policy here. Privacy Statement - Qualtrics