Return Policy
Returns & Exchange
RETURNS & EXCHANGE POLICY
We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll gladly accept a return within 14 days (start from the day the order's delivered) , subject to the following conditions:
Your original receipt & order number must be provided as proof of purchase.
The item(s) must be in original condition and packaging, with tags attached. Be cautious when trying on to prevent marking the leather.
Sale items and items sold on promotion are non-refundable. A store credit will be issued if you choose to return any sale purchases.
If the consumer initiates the cancellation of the order earlier than the time of shipment, and it is within the time specified by the website in which the cancellation can be initiated, it is possible to cancel the order.
Personalised items like the alphabet letters for our Signature Collar cannot be refunded or exchanged.
If you claim a free gift/s with your order and return your items for a refund, the free gift/s must also be returned.
HIDREAM reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by HIDREAM.
You will be required to pay for your shipping costs if you return your order for a refund. We will deduct a flat rate of $15.00 from your refund and provide a return shipping label.
If you return your item for an exchange we will waive the cost of return shipping and provide a return shipping label complimentary.
DOMESTIC VS. INTERNATIONAL RETURNS
You will be required to pay for your shipping costs if you return your order for a refund. We will deduct a flat rate of $15.00 from your refund and provide a return shipping label.
If you return your item for an exchange we will waive the cost of return shipping and provide a return shipping label complimentary.
I PURCHASED THE INCORRECT SIZE, CAN I EXCHANGE IT?
Exchanges are only available within 14 days (start from the day the order's delivered).
If you would like an alternate size, please reach our returns/customer service team at: contact@hidream.us
HOW DO I RETURN MY ORDER?
To begin the return process, you can reach our returns/customer service team at:contact@hidream.us who will reply to any exchange enquiry within 24 hours.
Return address：Ltd, 45 Hoi Yuen Road, Room 5003, Kwun Tong, Kowloon 999077 HKSAR
Refund requests submitted within the time limit will be processed within 48 hours.
WHAT IF MY ORDER ARRIVES DAMAGED OR FAULTY?
We work hard to ensure every piece from our collections arrives to you in perfect condition.
However, in the unlikely case of an item being delivered as faulty, we request that we are notified within 14 days of delivery and we will be happy to offer repair, replacement, or refund options. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to contact@hidream.us for further review.
WHAT IF I RECEIVE AN INCORRECT ITEM?
We apologize if an item you have received is not what you ordered. Please email contact@hidream.us along with your order number.
HOW WILL I BE REFUNDED?
Upon receiving, your items will be checked to make sure they meet the conditions above, and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase within 3-5 business days. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase.
You will receive email notification of the status of your refund once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.
Please note: If you paid import duties or taxes on an item that you have returned and would like a Credit Invoice to provide to your customs office please contact us at contact@hidream.us