SHIPPING & RETURNS

Shipping Policy

As an online retailer, we understand our obligation in deterring fraudulent purchases and unauthorized transactions. As part of our commitment to improve the safety of online transactions, we may need to confirm your details. Please review the shipping guidelines below before purchasing. 

SHIPPING GUIDELINES:

We generally require our customers to ship to the billing address of the card used to complete the purchase. 

SHIPPING TO AN ADDRESS OTHER THAN THE BILLING ADDRESS

If you’re shipping to an address other than the billing address, a Hidden Gems customer service representative must and will contact the Cardholder to verify the order’s legitimacy.

NOTE: This may extend our standard order processing time, especially if we’re not able to immediately reach the cardholder.

In addition, Hiddengemsshop.com reserves the right to cancel the order at its sole discretion.

Hiddengemsshop.com holds no responsibility for an order that is delayed because the billing and shipping addresses do not match.

Here are some helpful tips to keep your order from being delayed
It’s always best to have your order shipped to the billing address of the card used for the purchase. But if you can’t, these tips can help your order from being delayed:

  1. Add the shipping address to your card’s account. Most credit card companies and banks allow you to add alternative shipping addresses to your account. Don’t worry, this isn’t the same as changing your billing address, and the shipping addresses can never be used to access your account information. Adding a shipping address to your account simply links the address to your card, so that if and when you place orders online, the merchant knows the account holder is has verified the shipping address and it is less likely to be a fraudulent order.

    To add a shipping address to your account, simply call the number on the back of your credit or debit card and inform a representative that you would like to add a Shipping Address to your account.

  2. Provide a phone number which easily puts us in contact with the cardholder. If the billing and shipping address for an order do not match, we need to get in contact with the cardholder. Providing a phone number where we can easily reach the cardholder will prevent the order from being unnecessarily delayed.

  3. Regularly check your email until your order has shipped. If we’re unable to contact the cardholder by phone, we usually try to verify the order via email. We also use email to notify you of any certain exceptions that may occur, such as a delay caused by circumstances out of our control.

Return & Exchange Policy

MAKING A RETURN? NO SWEAT

*Refunds may take longer to process than usual. The current estimate is about 3-5 weeks for refunds.

We’re sorry your order didn’t work out, so let us make things right.

If, for whatever reason, you need to cancel your order before it has shipped, call us as soon as possible at 1-909-895-0468 Monday - Friday,  8AM - 5PM PST or submit your request here. We'll do everything we can to accommodate your request; however, we cannot guarantee that your request will be honored due to real time order processing.

To make a return, please first read through our Return Policy below.  Please be aware that we are not able to accept returns for any item marked as final sale; this usually includes all of our collaborations and most special releases. 

RETURN POLICY:

RETURNS ELIGIBILITY WINDOW:

To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 14 days from the date your shipment was delivered for a refund.

INTERNATIONAL RETURNS ELIGIBILITY WINDOW:

To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 30 days from the date your shipment was delivered for a refund.

PACKAGING REQUIREMENTS:

  • Shoes: Must be unworn and returned with original shoebox in its original condition. Shoes returned with postage stickers and tape on the original shoebox are non-refundable and will receive no refund or store credit.

  • Apparel Items: Must be unworn and returned with original packaging intact, otherwise they are non-refundable and will receive no refund or store credit.

  • Toys Collectibles, and Other Items: Must be returned with original packaging intact, otherwise they are non-refundable and will receive no refund or store credit.

  • Swimwear/underwear: All sales are final. No returns will be accepted for any swimwear/underwear products. 

REFUND OPTIONS:

  1. Store Credit: receive store credit for the amount of your return less shipping.

  2. Refund: receive refund back to your original payment method less shipping.

  3. Exchange: To ensure the availability of the new item/size you want, we do not offer exchanges. You may simply return the item and re-order the correct item/size. 

ITEMS NOT ELIGIBLE FOR REFUND OR STORE CREDIT:

  • Items marked as final sale; this usually includes all of our collaborations and most special releases. 

  • Free gifts or promotional items with retail value.

  • Returns received in damaged/worn condition.

  • US Returns received after 30 days of the original delivery date.

  • International Returns received after 45 days of the original delivery date.

  • For hygienic reasons, hair accessories, hats, earrings, underwear, and bodysuits cannot be returned.

  • Original shipping charges, except in cases where we have made a shipping error.

  • Gift cards are non-returnable and non-refundable.