Return & Exchange

Return Period – 14 Days

We want you to be completely satisfied with your purchase. If for any reason you are not, you may return or exchange items within 14 days of the date you received your order. You can use this time to try on your items at home and decide if they are right for you. If you decide to return or exchange, please make sure to contact us within this 14-day period or use your customer account to initiate the process. After 14 days from delivery have passed, we unfortunately cannot accept returns or exchanges (unless an item is later found to be defective under warranty).

Condition of Returned Items

Items returned to us must be in original condition to qualify for a refund or exchange. “Original condition” means: the clothing is unworn (other than trying it on briefly for size/fit), unwashed, and undamaged. All original tags and labels should still be attached to the garment, and the item should be returned in its original packaging (or similar protective packaging). Please take care when trying on items; avoid wearing perfume, deodorant, or makeup that could stain or leave scents. If an item is returned with obvious signs of wear, wash, or any damage, or if tags are removed, we reserve the right to refuse the return or to issue a partial refund only. We will communicate with you in such cases. Our quality control team inspects all returns, and if an item is not in acceptable condition, we will let you know.

How to Initiate a Return

To start a return or exchange, please contact our customer service team. The easiest way is to send us an email at hello@hideus.de. Please include your order number in the email and specify which item(s) you wish to return or exchange. If you are requesting an exchange, let us know the new size or item you would like. You may also briefly state the reason for the return or exchange (for example, “too large,” “not as expected,” etc.) – this is optional but helps us improve our products and service. After we receive your return request, we will reply with confirmation and further instructions. We will provide you with the return shipping address (our warehouse in Langenhagen, Germany) and any other necessary details. Please do not send items back without contacting us first, as unannounced returns might not be processed correctly. Contacting us ensures we can track your return and process your refund or exchange faster.

Return Shipping Costs

When returning items for a refund or exchange under our 14-day policy, the customer is responsible for the return shipping costs (except in cases of defective or incorrect items, discussed separately below). We do not provide prepaid return labels for international or domestic returns that are for convenience (e.g., you changed your mind or need a different size). You can choose any reliable postal or courier service to send the item back to us. We strongly recommend using a trackable shipping method and keeping the postage receipt. This will provide proof of shipment and allow you to track the package. Until we receive the return, the items are your responsibility, so proper packaging and tracking are important. We cannot assume liability for lost return packages, so please consider purchasing insurance or tracking for high-value returns. Also, please mark the parcel clearly as “Returned Goods” to avoid any unnecessary customs charges when sending from outside Germany or the EU. We do not refund return shipping costs (except for faulty items) and we do not reimburse customs fees paid to return items; those are also the customer’s responsibility.

Exchange Policy

We understand that sometimes you might want a different size or style. Exchanges are possible within the same 14-day window, provided the item you want to exchange is in stock. To request an exchange, follow the same process as a return: contact us via email with your order number, the item you are returning, and the desired replacement item (such as a different size or a different product). We will check availability of the requested item and reserve it for you if available. You will need to send the original item back to us (in its original condition). Once we receive and approve the returned item, we will ship the exchange item to you. We will cover the cost of shipping the new item to you (for one exchange shipment per order) so you don’t pay shipping twice. If the item you want in exchange is of a different price, we will work out the difference: for example, if it’s more expensive, we’ll send you a payment link for the difference before shipping; if it’s cheaper, we will refund you the difference. If the requested exchange item is not available (e.g., out of stock), we will inform you and process the return as a normal refund instead. In some cases, it might be faster to simply return the unwanted item for a refund and place a new order for the item you want, especially if stock is limited — we can advise you of this if applicable.

Refund Processing

For returns (no exchange), once we receive your returned item and verify its condition, we will process your refund. The refund will be issued to the original payment method you used. For example, if you paid by credit card, the refund will go back to that same credit card. If you paid via PayPal, the refund will go to your PayPal account, and so on. We aim to process refunds quickly — typically within 7 to 14 days after we receive the return. Please note that after we process a refund, it may take additional time for your bank or credit card company to post the credit to your account (often a few business days). We will send you a confirmation email when we have issued the refund. If you requested an exchange, we will ship the replacement item out as soon as we have processed your returned item. We will send a new shipment confirmation email with tracking when the exchange item is on its way. If for any reason we cannot approve the return (e.g., the item returned was not in acceptable condition), we will contact you to discuss the next steps (we can return the item to you at your expense, if desired). Partial refunds may be offered in some cases if the item is returned in less than perfect condition at our discretion.

Defective or Incorrect Items

If you received an item that is damaged, defective, or not what you ordered, we sincerely apologize. This is not common, but if it happens, we will make it right. Please contact us as soon as possible (ideally within 7 days of receiving the order) at hello@hideus.de. Include your order number and a description of the issue; attaching a couple of photos of the defect or wrong item will help us assess the situation quickly. In cases of our error or a defective product, we will provide you with a prepaid return shipping label (or alternative return shipping solution) so that you can send the item back at no cost to you. Depending on your preference, we will either replace the item (and ship it to you free of charge) or refund you the full purchase price of the item (plus any original shipping you paid for that item, if the entire order isn’t returned). Replacements for defective/incorrect items are also shipped out at no additional cost. Our goal is to resolve such issues with priority and minimal hassle for you. Also note, for defective products, you have rights under our warranty and consumer laws (see Terms and Conditions), which this policy does not diminish.

Effect on Promotions

If your purchase involved a promotion or discount (for example, buy-one-get-one offer, or free shipping for orders over a certain amount), please be aware that a return or exchange might affect your eligibility for that promotion. For instance, if you received free shipping because your original order was over €100, but you later return an item and the value of the items you keep falls below €100, then we may deduct the standard shipping fee from your refund, since the order no longer meets the free shipping criteria. Similarly, if a discount was applied for purchasing multiple items and a return reduces the quantity, the refund will be adjusted as if the discount had not applied to the returned item. We will always clearly communicate any adjustments made due to promotional conditions. Essentially, the refund will reflect what you would have paid had the promotion been applied only to the items you ultimately kept.

Your Statutory Rights

Our Return and Exchange Policy is designed to be customer-friendly and goes beyond the basic legal requirements by giving you 14 days to make up your mind. However, nothing in this policy is intended to limit your statutory rights. If you are an EU consumer, you still retain your 14-day right of withdrawal (cooling-off period) as described in our Terms and Conditions, and the legal warranty rights for faulty goods (usually a 2-year period for claims of defects). This policy operates in addition to those rights. In the event that any part of this policy is inconsistent with applicable consumer law, the applicable law will prevail. We believe in treating our customers fairly and in accordance with all relevant laws and regulations.

Contact Us

If you have any questions regarding a return or exchange, or if you need assistance with the process, please don’t hesitate to reach out to us. You can contact our support team via email at hello@hideus.de or through our website’s contact page. We’re here to help and will guide you through the return or exchange procedure to make it as smooth as possible. When you write to us, kindly include your order number so we can quickly locate your order details. Thank you for shopping with HIDEUS Studio, and we appreciate your trust in us.