Returns

General terms & conditions

  • You have 14 days upon receipt of an item to inform us of your decision to return the item.
  • The return shipping costs are the customer's responsibility.
  • Once HIDDENSNEAKER receives the item it will process the refund, not including the initial shipping cost.
  • Concerning returns outside the European Union: clearly mark the shipment as “RETURN” and attach the invoice and the single administrative document (SAD), otherwise the shipment may generate additional costs and customs taxes that will be deducted from the amount be refunded
  • The items to be returned must be in perfect conditions: they cannot have been used and must contain all the elements (labels, packaging, etc.) included in the original shipment. Otherwise, it could be penalized with up to 100% of the value of the item.
  • The shoe box is part of the original item. Be sure it is safely packed inside the outer packaging so that it does not get damaged during the return shipping.
  • In case of manufacturing defect or problems with the delivery of the item(s), you must send an email to info@hiddensneaker.com with photos/video/explanation of the item defect or a clear explanation of the delivery problem and HIDDENSNEAKER will follow a strict protocol to asses the problem and determine if the return shipping costs will be HIDDENSNEAKER's responsibility.

How to return an item

1. Send us an email

  • Send an email to info@hiddensneaker.com to inform us that you wish to make a return.
  • In the Subject of the email please write “RETURN” and the order number of the item(s) you wish to return. In the text of the email, please specify the item(s) you will be returning.
  • If you paid for the item with cash on delivery (available only in Spain & Portugal), you must also include a bank account number in order to receive your refund.
  • For returns OUTSIDE the European Union: you must wait for a reply email containing attachments of your order invoice and SAD (DUA) document. You must print them and include them in your return shipment on the outside of the package.

2. Send the item(s) back

  • Send the item(s) back to us, using the shipping agency of your choice. The shipping costs are the responsibility of the customer. For your return shipment, you may use the same box in which your order arrived or new packaging if necessary. Send your return shipment to the address:

    HIDDENSNEAKER
    2340 N.e. 9th Street, 110
    Fort Lauderdale, Fl, 33304
    United States

**For returns OUTSIDE the European Union: clearly mark the shipment as “RETURN" and attach to the outside of the package the printed invoice and SAD (DUA) document that will be sent to you via email after confirming your request for a return.

3. Wait for your refund

  • A refund for the total amount of the item(s), not including shipping costs, will be processed after we have received your return shipment. Please allow 5-7 business days after your return shipment has arrived for your refund to be processed.
  • For orders paid by debit/credit card or PayPal: your refund will be processed through the same payment method used to purchase the item.

*The refund may be delayed for reasons beyond HIDDENSNEAKER’s control (Bank/Credit card company/PayPal processing times).

 

How to exchange an item

HIDDENSNEAKER does not accept exchanges. Instead, you must return your item following the steps previously mentioned and place a new order for the item that you would like.

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