By placing an order through HiddenCharm.shop, you agree to the terms below. We set these policies to ensure that you are fully aware of our return and refund procedures. These policies apply to the (United States) country.

A. 30 DAY RETURN POLICY

We have a 30-day return policy. This means you can request a return within 30 days of receiving your order. In order to be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

B. HELP! I CAN’T FIND MY RETURN LABEL

Don’t worry—our packages don’t include a return label. Just reach out to [email protected], and we’ll help you place your return or exchange.

C. RETURN PROCESS

To start a return, you can contact us at [email protected]. Please include the following information in your return request:

  • Order number and full name
  • Proof of purchase (Order information Screenshot)
  • Reasons for return
  • To make the process as smooth as possible, please attach a video or photo of the defective or damaged product as proof for a refund or replacement.

Once we receive and confirm your return (usually within 72 hours of receipt), you’ll receive an email confirming that your return is complete. If there is a refund, it will be issued within 7 days. Please note that, depending on your bank or credit card company, it may take another 3-5 working days for the credit to be reflected in your account.

D. DAMAGED AND WRONG PRODUCTS OR ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. To return your product, you should contact us via email.

E. EXCHANGES

We only exchange damaged, wrong products, wrong size, or defective products. If you need to exchange an item, don’t hesitate to contact us at [email protected].

F. RETURN SHIPPING COST

– Customers do not need to pay the return shipping cost for defective products.
– Customers pay the return shipping cost for non-defective products.
– Shipping cost is not refundable for ordering the wrong product by the customer. If a customer orders the wrong product, they will be responsible for paying the actual cost of return shipping.
– Customers return their product by mail.
– No restocking fee on returns.
– In all cases of exchange/return, it is necessary to send a video or image of the product when received, clearly labeled to ensure the product was ordered from us and to indicate the error clearly.

G. REFUNDS

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, it will be issued within 7 days and you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund.

H. CANCELLATIONS

If you wish to cancel your order, it must be canceled within 12 hours of the order placement, in which case we will provide you with a full refund. Cancellations after that time may be treated as a “Change of Mind” return.

Before placing an order, please make sure to fill in the correct address, accurate to the street and house number, so that you can accurately receive the package in time. If the delivery address is wrong and the delivery is unsuccessful, the customer will bear the corresponding loss. Thanks for your kind understanding.

I. CONTACT US

Address: 340 West Dow Street, Sheridan, WY 82801-3831

Email Us: [email protected]

Call Us: +1 8622145108

Working Time: 8:00 am – 5:00 pm, Mon-Fri (EST)