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Frequently Asked Questions

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
OL16 4FW

Return your order for FREE in-store.
Exchanges in-store are accepted for items paid by cash and credit / debit card only.

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 24/7 using whatever method you prefer - email, Twitter, Facebook or Instagram.
  • 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

  1. 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.
  2. The Store Management can disagree that there is a genuine manufacturing fault and therefore not progress the return.
  3. 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: Contact Us
By Post:
The Hip Store
Hollinsbrook Way

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.


Since opening its first Leeds store in 1987 HIP has been a mainstay in the city ever since. With an impressive roster of labels from around the globe, HIP focuses on curation and lifestyle - introducing its audience to new cultures, versions of craftmanship and referential styles. Our in-store collection features the latest seasonal pieces from exciting new labels and acclaimed heritage brands

49-51 Vicar Lane

Tel: 0113 245 0652 - store enquiries only, do not ring for online orders

Mon 10:00-18:00
Tue 10:00-18:00
Wed 10:00-18:00
Thu 10:00-18:00
Fri 10:00-18:00
Sat 10:00-18:00
Sun 11:00-17:00


HIP's Manchester store is situated in the heart of the city's iconic Northern Quarter neighbourhood, which has become renowned for its eclectic and progressive art, food, music and nightlife scene. Located on Thomas Street, HIP offers a roster of highly sought-after and exclusive products from some of the finest brands across clothing, footwear and accessories. This new 1,405-square-foot store is an exciting addition to HIP’s portfolio, stocking a variety of desirable globally-sourced classic and contemporary labels.

63 Thomas Street
M4 1LQ

Tel: 0161 831 7870 - store enquiries only, do not ring for online orders

Mon 10:00-18:00
Tue 10:00-18:00
Wed 10:00-18:00
Thu 10:00-18:00
Fri 10:00-18:00
Sat 10:00-18:00
Sun 11:00-17:00

Yes, you can track your order via 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.

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