Returns & Refunds

We understand that sometimes things don't go as planned, and that's perfectly okay. If your purchase isn'texactly what you wanted, we're here to help guide you through making a return, step by step.

Start a Return

More Returns & Refund Questions

UK returns process:
  1. Go to our return portal.
  2. Enter your order number and your postcode to view your order details.
  3. Follow the steps to get your QR code via email or download it.
  4. Take the label and your package to a drop-off point. The QR code will be scanned and a return label will print for you.
US returns process:
  1. Please email [email protected].
  2. In the email please include your Name, Order Number and items to return
  3. A member of our US team will be in touch within 1 - 3 business days with next steps on how to get your returns label and where to send it

Both UK and US customers have an extended right of return of 45 days to return your order, starting from the date you receive your items. Please be aware that we must receive returns within 45 days of delivery – this is irrespective of your chosen payment method.

To return items smoothly, they must be in saleable condition. Please follow these guidelines:
  • Original Condition: Items should be unworn, with all tags attached, including the original swing tag.
  • Marks and Stains: Items must be free of marks or stains, such as makeup or spray tan.
  • Hygiene Products: Bodysuits, swimwear, and makeup cannot be returned for hygiene reasons.
  • Odours: Returned items should not have any smells (like deodorant, perfume, or body odour).
  • Proof of Purchase: A receipt is available upon request.

HiCCUP may reject returns if they are past the return period or not following our guidelines. If that happens, the package will be sent back to the customer at their expense.

For both UK and US customers we offer free returns for one package within 45 days.

If you decide later you wish to return more items from the same order, you will then need to cover the second returns shipping costs and contact us at [email protected] for more information.

To save on return fees, we suggest sending back multiple items at once as you will not be refunded for the original shipping fee when you ordered. Your refund will be for the amount you paid after discounts, minus the original shipping cost, and it will be sent back through your original payment method.

Refunds are available if you return items within 45 days of delivery. Once we receive your return, we'll process your refund to your original payment method within 5 to 7 business days. Please note, any duties paid cannot be refunded.

Credit or Debit Card Payments: Refunds will go to your card-issuing bank within 5-7 business days. Contact your bank for when the credit will appear.

PayPal, Klarna, or Other Online Payments: Refunds will be sent to your account within 5-7 business days. Check with your payment provider for when the refund will show up.

Wallet Credits or Gift Card Payments: Refunds will be credited back to your account.

We aim to process all refunds quickly. For more help, please contact us at [email protected].

Currently, we do not offer direct exchanges for UK or US customers. If you wish to obtain an item in a different size or colour than the one you received, we invite you to initiate a return for the original item and place a new order for the desired product.