Hideaway

We&#x2019;re so sorry if your order arrived incomplete &#x2014; that&#x2019;s not the Hideaway way! &#x1F49C; There are a few reasons this might happen:<ul data-start="324" data-end="902"><li data-start="324" data-end="429">Split shipments: Sometimes, your order may be sent in multiple parcels due to stock availability. The best way to find out is to get in contact with our Customer Service Team.</li><li data-start="430" data-end="711">Free gifts or promotional items: If a promo item or freebie wasn&#x2019;t included, please reach out so we can confirm eligibility and get it sent to you (please note: free gifts with spend requirements are based on the product spend after discounts and exclude shipping costs).</li><li data-start="712" data-end="902">Missing items: If products you ordered are missing, please email us within 14 days with a photo of the items you did receive, so we can help you quickly.</li></ul>No matter the situation, our Customer Service Team is here to help! Just email us at <a data-start="991" data-end="1013" rel="noopener noreferrer" href="https://www.hideaway.online/pages/contact-us" target="_blank">hello@hideaway.online</a> and we&#x2019;ll get it sorted for you.

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

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

Order Enquries

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?

Shipping Protection

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?

Shipping and Dispatch

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?

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?

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

What should I do if items are missing from my order?Updated 3 months ago