Q&A
HIDDEN CULT
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Q&A

Question: How can I change currency?
 
Answer: If you are on your phone, you can click on 'SEK' at the top of the page to change currency. If you are on your computer you can click on 'SEK' on the right at the top of the page to change currency :)



Question: I made an order and I got my shipping confirmation email but I can't track my order. I'm worried my package won't arrive.
 
Answer: Don't worry your order is on it's way! At the moment we do not provide tracking of the package for all of our customers, because therefore we can have a lower worldwide shipping cost for our customers. If you choose to pay extra for 'Worldwide shipping with tracking' you will be provided tracking of your order. We hope you understand :)



Question: I tried to place my order and pay with Paypal Express Checkout and I got a message that my address is "invalid".
 
Answer: It may be because you used a different shipping address than your billing address. Try to use the billing address same as shipping address.

This is a limitation of PayPal and cannot be fixed because we are only able to send a single address to PayPal. For normal PayPal payments (as opposed to credit card payments) this address has to be the shipping address, as PayPal already has the billing address. There is no way for us to know ahead of time whether the customer has a PayPal account, so we can't send the billing address, such as when the customer is not paying with their PayPal account, but a credit card instead.



Question: I can't order, my card gets declined over and over again!
 
Answer:  The following are some steps you can take when you receive a message indicating that your order could not be processed.
Step 1) If using a credit or debit card, double-check the card number, expiration date and card security code.
Step 2) Double-check the shipping/billing address that you entered.
Step 3) Contact the bank that issued your payment account.



Question: Why don't you have PLUS SIZE or plus size models?
 
Answer: We had larger sizes but unfortunately they don't sell at this stage.. 
We're a small, newly started company so we use ourselves as models (Kim & Kia we're the owners) to save money. But in the future we would love to use plus size models & bigger sizes, just gotta get this company started. Hope this clears things up! Much love x



Question: Im trying to purchase from your website but it changes to SEK at checkout. What is the currency exchange and how do I know the total amount?
 
Answer: The currency rate is the same as when you choose your currency at our website, the only amount which is added before completing your purchase is the shipping fee.

You can see and read more about the shipping fee on our SHIPPING page ?
https://hiddencult.com/pages/shipping

If you pay through Paypal instead you will be able to see the total order amount in your currency before completing your purchase through Paypal ?



Question: Why is my Swedish Visa card declined?

Answer: Detta kan vara en av anledningarna: "Nordea har ändrat sin rutin gällande kortköp på internet. Om du ska handla i vissa internetbutiker måste kortet öppnas för ”alla internetköp” i tjänsten Öppna och Stänga kort. Kortet är då öppet för alla internetköp i 60 minuter och stängs sedan automatiskt." Du kan läsa mer här:  http://www.nordea.se/privat/vardagstjanster/kort/Internetkop.html



Question: I would like to buy a hoodie and a t-shirt and I would like them to be oversize, which size would you recommend? 

Answer: We always recommend our customers to find a sweater or tshirt at home which have the size/length/fit/oversize look you would like and compare the measurements to the products measurements at our website. You can find the measurements at each product's page :)



Question: I bought a faux fur jacket from you, how can I wash it?

Answer: Care instructions:
Wash as little as possible. Clean the faux fur by hand (hand wash) or wash in washing machine and follow these instructions.
1. Turn the item inside out and place the garment in a washing bag.
2. Set the washing machine to cold water/cold delicate wash cycle, or if your washing machine have the option "hand wash" use that cycle.
3. Use a mild detergent and turn the machine on. (No fabric softener).
4. Take out the item from the washing machine and fluff it up to it's original shape and form.
5. Hang it up on a hanger to fully dry, and fluff it up again after it's completely dry.
6. If the faux fur get's uneven you can wet it down a little and comb it in position carefully with a comb.

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