How do I place an order?
Is it safe to use my card on your website?
We realise how important it is to securely store any information that you provide us. The HYDESTYLE transactional web site currently uses high-level Secure Socket Layer (SSL) encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the security of your payment and personal details very seriously.
You can tell whether a webpage is secure as 'https' will replace the 'http' on the front of the checkout page in your browser address window, also a small locked padlock will appear in your browser window.
How can I search items I want online?
Simply use the 'search' engine on the website and type in the product code or a description of the item you are looking for.
We accept all major credit and debit cards, with the exception of Solo cards.
Do you have a catalogue you can send me?
We do not have a catalogue that we send out to customers. Product availability and new styles constantly update, so the best place to see what is available is our website.
Can I place my order by phone?
We currently accept only wholesale orders on phone, but would be happy to assist - simply call - +44 (0) 203 667 3035.
Can I place my order by fax?
We are unable to take orders by fax, but you can shop online with complete confidence. Our website uses sophisticated software to provide the highest level SSL encryption technology to secure your online payment.
I've just confirmed my order; can I amend or add other items to it?
Unfortunately, we are unable to add items to your order. You will need to complete a separate order to purchase the additional items.
Should you need further assistance with an order you have already placed, please contact our Customer Services Team on +44 (0) 203 667 3035, who would be happy to assist you. If you email there may be a 48 hour delay in responding to you during busy periods.
Can I cancel my order?
Under the Distance Selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the merchandise if you send us a notice of cancellation in writing and return the merchandise to us. Please see the cancellation right section of our terms and conditions.
Can I have my order Gift Wrapped?
If you would like to send your order as a gift, you can add the gift wrap as part of notes during checkout stage of the ordering process. You will then be offered the opportunity to add a gift note with a personal message. Unfortunately we are unable to gift-wrap luggages.
What is the exchange rate for overseas customers?
We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.
Will I be charged VAT?
All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.
Will I be able to claim a VAT Refund?
All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.
Will I be charged for local sales taxes and import duties on my purchase?
We ship to all countries outside of the EU on a DDU basis (Delivery Duty Unpaid). This means the recipient will be liable for any local sales taxes or import duties which may be charged on the purchase.Occasionally goods may be subject to delays, due to customs or weather. The customer is also responsible for providing any information required by customs to ensure the goods are cleared. Please contact us if you have any questions relating to shipping to your country. HYDESTYLE cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. The recipient is responsible for paying the duty.
What delivery options are there?
* Please note that deliveries to certain locations can take up to 2 days. For further details see our Terms and Conditions.
Where do you deliver to?
We deliver to all addresses in the UK, with the exception of the Channel Islands.
We also ship overseas. Please click here to see the countries that we deliver to.
We regret we are unable to deliver to P.O. Boxes and British Forces Post Offices.
How do I track my order?
Tracking is only available for UK orders. Unfortunately we cannot currently offer tracking for International orders, however please allow up to 5 working days for delivery.
When your order has been despatched, you will receive an email containing your tracking number, you can use this to view the status of your order within the My Account section of the site. If you have not registered an account you can save your details to make shopping at hydestyle.london easier in future by registering here.
If you have not received your tracking number, please contact Customer Services.
How will I know when my order is complete?
Once your order has been confirmed you will receive an email from HYDESTYLE and your order goes into a queue to be processed for picking and packing. If you have an account, you will be able to view the status of your order at each stage of the process. Your order will go through three statuses before it arrives, these are:
Pending the order has been confirmed and it is waiting in a queue for your items to be picked.
Processing your goods are being picked and packed for dispatch.
Complete your goods are packed and on their way.
Do I have to sign for my parcel?
We use a signed for service with Royal Mail so you will need to sign for the goods when they are delivered. In an event that you are not available Royal Mail will return the goods to a local post office or attempt another delivery. They should leave you a card to indicate what course of action they have taken.
What is your Returns policy?
We hope that your order will be just what you want. However, if you change your mind about any products in your order you can return them for any reason within 28 days for a refund or exchange. Goods must be unused and in the original packaging. The delivery charge on the original order is non-refundable.
Do I have to pay for my return?
Please follow the relevant returns information for your order destination.
How do I return my item?
I have lost the original returns paperwork, what do I do?
If you no longer have the pre-paid free returns label please contact us; and we will be happy to email you a printable copy.
Once you have obtained a new prepaid label please make sure that you include the following information:
Reason for return:
I bought multiple items and need to return one now but what happens if I need to return the others?
Please use your returns label to send back your unwanted item, if you need to return any further items please contact Customer Services quoting your web order number. We will arrange for a new returns label to be sent to you.
I returned my purchase to you with your free returns label I haven’t received my refund yet, how long should I be expected to wait?
Please allow up to 15 working days for your refund to be processed upon receipt of your returned item(s) as per our Terms and Conditions. Should your parcel not arrive back to us within this timescale, a full investigation with Royal Mail will be conducted before we proceed with your chosen return request.
How do I use a promotion code?You can add an applicable promotion code to an existing order at any time before payment is taken. To use a promotion code:
I forgot to add a promotion code to my order, can it still be applied?
Unfortunately, once your order has been confirmed, we are unable to make any amendments or apply a promotional code to your order.
How do I check if a promotion code has been successfully applied to my order?
On the payment page, you'll see within the ‘Order Summary’ whether any promotions have been deducted from the order total.
Why doesn’t my promotion code work?
How many times can I use the same promotion code?
This will differ depending on the specific promotions.
Whilst some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be clearly displayed in the Terms & Conditions of each promotion code.
When does my promotion code expire?
Please check the terms and conditions of the offer to find out when the promotion code expires.
Can the promotion code be used with other offers?
You can only use one promotion code per order. Certain product ranges may be excluded from a particular promotion. The restrictions will be clearly displayed in the terms & conditions of each promotion code
My goods are faulty/damaged, what do I do?
If your goods are damaged or faulty when you receive them, please contact our Customer Services team or +44 (0) 203 667 3035 who will advise you how to return the product to us.
If you request a refund or replacement due to faulty goods, we will assess the faulty products. If appropriate we will either refund you the value of the product and the original delivery charge, or action a replacement for which you will not be charged additional postage.
Refunds will be processed within 15 working days from receipt by our Returns Department. Once a refund has been processed you will receive a confirmation email from our Payment Service provider Datacash.
If you request an exchange we will contact you by telephone to refund the original order and action the exchange. This will involve placing a new order and taking payment details from you again. Shipping will not be charged on the exchange order.
If you request a refund we will contact you by email to let you know that the refund has been processed. This typically takes 15 working days. Please allow additional time if you are returning goods from overseas.
Can I get a replacement sent internationally for faulty or damaged goods?
We are sorry your item was faulty or received damaged. We can arrange a replacement of the same item if it is still available. Please contact us to discuss options.
How can I contact you from outside the UK?
You can contact us here or telephone us on +44 (0) 203 667 3035. Lines are open from Monday to Friday 8am - 8pm, and 9am - 6pm Saturday to Sunday (GMT/BST) excluding bank holidays.
You can leave a message at other times and we will reply to you via email (please be advised that all our emails and phone conversations are conducted in English, and we cannot accept reverse charge calls).