Hideaway

<h3 data-start="356" data-end="385" id="isPasted">Shipping Protection</h3>If you choose to add Shipping Protection at checkout, your order is covered for unexpected courier issues such as:<ul data-start="507" data-end="660"><li data-start="507" data-end="526">Lost in transit</li><li data-start="527" data-end="549">Damaged in transit</li><li data-start="550" data-end="575">Stolen after delivery</li><li data-start="576" data-end="625">Delivered to the wrong address by the courier</li></ul>If you need to make a claim, simply email our customer service team at <a data-start="735" data-end="757" rel="noopener">orders@hideaway.online</a> with the details (and photos if applicable), and we&#x2019;ll help you out.&#x1F449; Important: Shipping Protection does not cover incorrect postal addresses entered at checkout, or change-of-mind situations (including disliking a fragrance). For these cases, please refer to our <a data-start="1036" data-end="1064" rel="noopener noreferrer" href="https://www.hideaway.online/pages/help-center?hcUrl=%252Fen-US%252Fflows%252F01JV3C29WNDJK4YG4E7WFG2QCN" class="fr-strong" target="_blank">Returns Policy</a>.<hr data-start="1069" data-end="1072"><h3 data-start="1074" data-end="1137" id="shipping-responsibilitywithout-shipping-protection">Shipping Responsibility&#xA0;(without Shipping Protection)</h3>If you decide not to add Shipping Protection, we can&#x2019;t be held liable for courier-related issues such as lost, stolen, or damaged parcels. In this case, responsibility for the delivery rests with you and the courier service.We always recommend adding Shipping Protection at checkout for peace of mind - think of it like travel insurance for your Hideaway goodies.

If you choose to add Shipping Protection at checkout, your order is covered for unexpected courier issues such as:. Lost in transit. Damaged in transit. Stolen after delivery. Delivered to the wrong address by the courier. If you need to make a claim

Shipping Protection

Shipping and Dispatch

How long does it take for my order to be dispatched and what are the shipping time frames?

What do I do if I haven't received a tracking number/shipping email or if my tracking information has not been updated?

What should I do if my package shows as delivered, but I haven't received it?

Can I combine shipping for multiple orders I've placed?

Can I change my shipping address?

My tracking states that my parcel is being returned to the sender. What should I do?

Can I pick up from your warehouse rather than post?

Will I be charged duties and taxes?

How is your shipping fee calculated?

Do you offer free shipping?

How can I track my order?

Do you delivery to Parcel Lockers or Po Boxes?

Would you recommend these products for itchy, dry, or sensitive skin?

Are your deodorants all natural?

Are your product safe for use on children?

Are your products cruelty free? Do you test your products on animals?

What is the shelf life of your products?

How natural are your fragrance oils?

Is the date on the bottom of my product the expiry date?

Where can I find allergy information?

Product Queries

What should I do if my product arrives damaged or with faulty packaging?

What should I do if items are missing from my order?

I think I have received a faulty item or faulty batch, what should I do?

Can I add or change a product/fragrance in my order?

I have not received an order confirmation or any further communication, what should I do?

What is your return policy?

Can I cancel my order and get a refund?

Order Enquries

How can I collaborate or partner with your brand for promotions?

Do you offer wholesale?

How do I know if the scents and products I want are available for wholesale?

Partnerships and Wholesale

Can I make changes to my Black Friday order?

The items I was after are sold out

When can I expect my order?

Can I update my address?

There is an item missing from my order.

When will I get a reply to my enquiry?

Black Friday FAQs

How does the new rewards program work?

How Does Your Scent Stars Tier System Work?

How can I sign up to your rewards program?

How can I redeem my rewards points?

What do different point statuses mean?

Can I update the email address for my rewards account?

Can I earn points on orders paid with a gift card?

How does the ‘refer a friend’ program work?

How do I receive a birthday reward?

Rewards Program

How long do gift cards last?

Can I apply multiple gift cards at checkout?

How do I use my gift card?

Gift Cards

Shipping Responsibility (without Shipping Protection)

Shipping ProtectionUpdated 3 months ago

Shipping Protection

Shipping Responsibility (without Shipping Protection)