Help & Information
Can I return my order?
Not a problem, you can send any unwanted items back to us within 28 days for a full refund. Exchanges
within 28 days via stores on purchase on credit/debit card only. Simply package your purchase with the order
attach the sticker found on our free returns label and hand it in to your preferred courier. Please remember
ask for proof of postage. Alternatively, you can register your return on our portal here. No need for a
If you're lucky enough to live near a HIP store, just take your despatch note and the goods you want to return, and the store team will be happy to assist you.
If you need to return an item purchased instore and you are unable to reach one of our stores (www.thehipstore.co.uk/customer-service/store-opening-times/) please message our team at email@example.com. Please attach images of the items you want to return along with an image of the receipt showing the amount paid including the items purchased we can then advise you the next steps.
- If you've paid using a credit/debit card, a refund/exchange will be processed at the till point.
- If you've paid using PayPal, Apple Pay or Klarna, we'll send your order back to our distribution centre on your behalf for a full refund only. Unfortunately exchanges are not possible with this payment method.
FREE returns to over 600 Asda stores!
Here’s how to return using toyou:
- Attach the sticker found in your parcel on the free returns label. - Visit the returns portal here and download a QR Code and print a label in store. Take your parcel to the Asda toyou signposted returns point or hand to a colleague at your most convenient Asda location; remember to include your returns note! Asda toyou will do the rest. Remember to keep hold of your receipt to track your parcel, which you can do here.
InPost Lockers - the contact-free returns option
- Shop with us as normal
- If wanting to return, choose the InPost Locker Drop-off option in our portal
- Return to your nearest locker at a time that's safe and convenient for you
- No interaction needed with people
In order to keep everyone as safe as possible and minimise any unnecessary person to person contact, Hermes have temporarily halted their Collect From Home returns service. If it’s not quite right you can still return your parcel quickly and easily via Hermes by dropping it off at one of your local 4500+ ParcelShops (usually your local convenience store or corner shop). Click on the link here.
Collect+ is FREE and has parcel drop points in over 4,500 local stores, most are open early 'til late, 7 days a
so you can return items at a time and place that suits you.
Simply visit our returns portal where you can create a returns label for FREE. You will receive proof of postage, online tracking and compensation cover up to £50.
We understand you might need a little more time over the festive period to return items to us. From Sunday 25th October you can return your items to us for a refund or exchange up until the Saturday 16th January 2021 as long as they are accompanied by a valid proof of purchase. All other customer returns terms and conditions apply. Please note we are unable to process refunds in store between 26th-29th of December. This does not impact your statutory rights.
Non UK customer?
You're welcome to return your items but we can only send returns for refunds to UK and Ireland.
do not offer free returns outside the UK. International Click and Collect orders can not be returned in
need to be posted back to the address provided.
For those of you in Ireland or International, please note that we cannot accept returns to the HIP stores in Ireland or any of our International stores.
I can't get to a HIP Store...?
Not a problem. Just follow the steps above.
How long can I keep my order before returning?
We ask you return your items to us within 28 days of receiving them for a full refund. Or exchange within 28 days via stores on purchase on credit/debit card only
How long will it take to process my return?
Refunds are usually processed within a few days of us receiving the goods back.
Please allow up to a week for refunds to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.
We'll refund you by the same method as payment (i.e. same card, Paypal)
And when will I receive my exchange?
Exchanges are possible via stores on purchase on credit/debit card.
We can only exchange an item for a different size or colour in the same style or for a different product of the same (or lower, with us refunding you the difference) price as the original item.
Please state clearly on the returns section of the despatch note which item you want to exchange and for what.
If we haven't the stock available we'll refund you and send you an email to let you know.
You've sent me the wrong items
We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible.
Get in touch with our Customer Service team and let us know. Either via our Twitter Customer Service team Email firstname.lastname@example.org
The item I received is faulty
If you think the item you have received is faulty get in touch with Customer Service and we'll see what we can do about it.
Anything else I need to know?
Certain products we sell may have a slightly different returns policy but we'll let you know about this in the product description.
You can see our full returns and cancellation policies in the sites Terms & conditions