Order Enquries
What should I do if my product arrives damaged or with faulty packaging?
Should you encounter any issues with your order such as receiving damaged or leaking products, please accept our sincere apologies. If you’ve received damaged, leaking, or unsatisfactory items, please snap a photo of the products and your packing sli
What should I do if items are missing from my order?
We’re so sorry if your order arrived incomplete — that’s not the Hideaway way! 💜 There are a few reasons this might happen:. Split shipments: Sometimes, your order may be sent in multiple parcels due to stock availability. The best way to find out i
I think I have received a faulty item or faulty batch, what should I do?
As we make and pot the products ourselves not only will the products all differ slightly but so will each batch. If you believe you have received a faulty item or the batch is not correct please email our Customer Service team at [email protected]
Can I add or change a product/fragrance in my order?
During sale periods we are unable to make changes to orders. Outside of sale periods we can attempt to make changes but can not always guarantee this.Please let us know at [email protected] if you would like to cancel your order ASAP as we only
I have not received an order confirmation or any further communication, what should I do?
Make sure you check your junk/spam folder in case it has ended up there. If you still can not find email confirmation, you may have entered in your email address incorrectly or used a different email address. Please reach out to our team at orders@hi
What is your return policy?
As our products are of a personal care nature, we do not accept returns or exchanges of unopened, opened, or used products. We also do not accept returns or exchanges due to change of mind, personal dislike, or dissatisfaction with a product’s scent,
Can I cancel my order and get a refund?
Yes, you can request to cancel your order if it hasn't been processed already. If you wish to have it refunded, please contact us as soon as possible before the order is packed and dispatched. Refunds are issued to your original payment method and ma