The Return and Refund Policy is part of our Terms of Service (“Terms”) and should be therefore read alongside our main Terms. Please carefully review our Return and Refund Policy when purchasing from us, as it will apply to any order you place from our store.

We want you to be entirely satisfied with every order, and if, for any reason, we haven’t quite managed to do so, we are here to make it right. 

Damaged or Missing Orders

In the unlikely event that your order arrives damaged or is lost during shipping, we will provide a replacement free of charge. To receive a replacement, please get in contact with us at support@haidihildemore.com, and provide the following information to help us resolve your query as quickly as possible:

• Order number

• Tracking number (if applicable)

• Name(s) of the damaged/missing item(s)

• The nature of the issue

• Photo evidence of the damaged/missing item(s)

We require photo evidence to assess the level of damage and provide a replacement. Any damages that materially affect print quality, display or structure are eligible. Damage must be reported within a reasonable time of delivery and must not be caused by handling after receipt. We are not responsible for any damages that are caused by you.

Lost orders are only eligible for a refund if a significant delay has occurred, and the courier has confirmed that the shipment is lost. Where possible, a replacement will be issued in the first instance. Lost order requests that are provided without verifiable tracking information are not processed.

If your order is shipped in multiple parcels, delivery, loss and replacement are assessed per parcel.

Please view our delivery windows here to check our standard times for your country/region. If your order is verified to be missing or damaged, we will send the free replacement to you. You do not pay for any shipping costs in such cases.

Change of Mind

We offer a 14-day change-of-mind return and refund window for all orders. Once you receive your order, you have 14 days to submit your request. To receive a complete refund, you need to return your order/items to the address we provide once you contact us at support@haidihildemore.com, and the following conditions must all be met:

• Your order/item(s) is in the same condition it was when you received it

• It has not been damaged or altered in any way

• Each item returned has its corresponding documentation, such as its certificate of authenticity, intact, unchanged and in the same condition as when you received it

• The packaging in which you are returning the item(s) fully protects it from any damage and aligns with regular shipping standards

• The item(s) has only been handled as necessary to inspect

• The item(s) is returned in a condition that is suitable for resale

If your return fails to meet all of these conditions, we may deduct from your refund to cover reduced value, since the item may no longer be sellable. Orders that can be classified as used may have 100% of the refund deducted.

We may withhold the refund until we have received the returned order. We issue refunds within 14 days of receiving your return, and it should arrive in your bank account in 5-10 business days. If more than 15 days have passed since your refund was issued and you still haven’t received it, contact us so that we can investigate the problem. Refunds will be made using the same payment method that was used at checkout unless agreed otherwise.

Please note: due to the cost of international shipping, return shipping costs need to be paid by you if you change your mind, alongside any potential import duties and other fees that may apply. 

To begin your return, please provide in your email the following information:

• Order number

• Name of the item(s) you wish to return

• Your receipt/proof of purchase

We will process your request as quickly as we can upon receiving these details.

If a delivery is refused or not collected and is returned to us, it is treated as a change-of-mind return. Any reshipping or return costs are your responsibility.

Order Cancellation

If you would like to cancel your order, you can do so before the order is dispatched. Please contact us at support@haidihildemore.com to cancel your order, and we will process your request as soon as possible. If the order has already been dispatched, cancellation is unfortunately no longer possible and the order must be returned in accordance with our change-of-mind policy.

Nothing in this policy affects your statutory rights under UK and EU consumer law.

You can also use the model form below to cancel an order, though its use is not mandatory.