Can I cancel or modify my order?
NO CANCELLATIONS OR CHANGES TO ORDERS.
Please ensure everything is accurate before placing your order—product, size, address, contact details, etc. No changes or cancellations can be made at the customer's request under any circumstances once an order is placed due to our automated shipping system.
Be aware that while we are unable to manually modify orders, our system may cancel orders in the event of critical errors, such as incorrect or insufficient information provided by the customer. This includes instances where customers attempt to modify their orders after submission. We provide product previews in advance for informed decisions. Thank you for your cooperation and understanding.
My Fedex parcel is delayed/pending, what does this mean?
If your parcel tracking on the FedEx website indicates 'delayed' or 'pending,' it typically signifies one of two scenarios:
- The parcel is currently in transit to depart with the next available flight. This is a common occurrence, and if the delay extends beyond 5 business days, please contact us at firstname.lastname@example.org for further assistance.
- FedEx attempted delivery, but no one was available at the delivery address, the business was closed, or the delivery address was incorrect or insufficient. Please review the tracking for additional details. If FedEx made a delivery attempt, contact FedEx within 5 business days to schedule a new delivery. Find the FedEx phone number for your location at this link: https://www.fedex.com/en-us/customer-support/contact-us.html
If the delivery address was incorrect or insufficient, please call Fedex to redirect the parcel to a Fedex location for pick up with ID and tracking number/QR code.
My order was canceled, why is this?
During checkout, we implement a zip code verification process with your bank to enhance customer safety against credit card fraud. If the zip check fails, it typically indicates that your bank has informed our payment gateway that the provided zip code doesn't match the one on file. We recognize the inconvenience this may cause and have sent you a detailed email to explain the situation. Please be assured that customer privacy and security remain one of our top priorities.
My order didn't go through but there's an amount on hold in my account?
Upon successful payment for an order, you should receive an order confirmation email within 5 minutes and be directed to the checkout page with your order number.
If the transaction is not fully processed and the amount is on hold, it is likely due to a security measure implemented by your bank. Your bank may have declined the transaction because the zip code and billing information provided did not match their records.If you have not entered the correct zip code and billing information during checkout, your bank might temporarily hold the amount as a standard procedure, and it will be released shortly.
If the held amount no longer appears as such and is reflected as deducted from your account, please allow your bank to manage the transaction for it to reappear in your account. In the event of an order cancellation by our system, the refund is instantly and automatically processed. However, the processing time is contingent on your bank's procedures and is beyond our control.
I was charged twice?
If you notice duplicate pending charges on your statement after a single purchase, there's no need to panic. The additional pending charge is an authorization hold still in the processing stage with your bank and will be released back into your account. Please be reassured that we can only process one transaction per order successfully, so there is no need for concern. The duplicate pending charges will be resolved and returned to your account.
I've used matching zip & billing details, yet my order was canceled. Why?
If your order is canceled, it is likely due to insufficient information for delivery, restrictions on certain delivery addresses (such as PO boxes, APO, campus, etc.), a history of chargebacks with your card/bank, a record of fraud, or the order being flagged as fraudulent by our payment provider/Shopify for other reasons. Unfortunately, we cannot accept orders marked as fraudulent, as they pose a significant risk to us as a small business. Please understand and note that we reserve the right to reject such orders to safeguard our business.
If there's any held amount or amount that is reflected as deducted from your account, please allow your bank to manage the transaction for it to reappear in your account. In the event of an order cancellation by our system, the refund is instantly and automatically processed. However, the processing time is contingent on your bank's procedures and is beyond our control.
Are items true to size?
All of our garments fits true to our size guide and description. For the best fit, we recommend checking our comprehensive size guide before placing your order. Each design is crafted in-house with unique measurements outlined in the guide. Certain items are intentionally designed with features such as baggy or tall fits. Please carefully read the product description, as we cannot assume responsibility if this information is disregarded.
Are drops limited?
Yes, all items are manufactured in limited quantities. However, we try to restock our best sellers a few times a year. Some designs are strictly limited to one drop due to deadstock/rare fabric or color combinations. When this is the case, we clearly inform customers before the launch or drop. To stay updated on restocks and drops, join our email list and follow us on social media.
Is HIDDEN CULT a sustainable brand & business?
Yes, sustainability is something we’ve always been passionate about. We prioritize it not only for the planet but also for our customers, we exclusively use organic dyes and natural fibers that are gentle on skin and health in our clothing creation (although some pieces, like outerwear for instance, may incorporate recycled synthetic fabrics for enhanced garment performance). We source the best, sustainable options possible for HIDDEN CULT in everything from manufacturing to shipping services, fabric and packaging.
I received an email stating my order was fraudulent. Why?
Please avoid using a VPN, and ensure that your billing, shipping, and cardholder details all match.
If your order is flagged as fraud, we regret to inform you that we cannot proceed with processing it at this time. This could be due to:
- Inaccuracies in billing information, zip code, and payment card details provided, or the information may be unverifiable within our shipping system.
- For security reasons, we cannot accept orders flagged as fraudulent or potentially fraudulent by both our payment provider and the Shopify system. Additionally, orders from accounts or cards with a history of chargebacks and/or fraud cannot be processed during this period. Such orders are automatically canceled, and the funds are refunded. Please note that the refund may take some time due to your bank's processing time. These measures are crucial to safeguard our small business against the increasing threat of online fraud.