Order Cancellation before Shipment
If you need to cancel your order, please do so within 24 hours to receive a refund. For amounts over $500, we need to deduct a 2% handling fee.
Contact us at customer@hikidspace.com to cancel your order immediately. Please provide us with your order details, including the order number and the receiver's name or email address. Your refund will be processed, and a credit will be applied to the original payment method within 3-7 business days.
If any shipment is not fulfilled or shipped out after label creation, orders that exceed 10 business days can choose between order cancellations or refunds.
Order Cancellation after Shipment
If you need to cancel after 24 hours of the order and before the item is delivered, please contact our customer service at customer@hikidspace.com. We will process and recall your item(s) right away.
If a package is recalled, you will receive a full refund, less a flat recall fee $21 which will be credited back to your original payment within 3-5 business days.
If the package has failed to recall, you will receive a failed recall email notification. Please get in touch with customer@hikidspace.com right away. Cancellations after shipment are only valid to UPS ground delivery service and FedEx. Any items delivered by truck, UPS surepost or USPS cannot be recalled. All orders must be rejected at delivery.
Returned Products:
For any item returns, you can request a return label. Please notify us in advance of any of the following returned reasons, so we can anticipate that return.
Returned Item
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of purchase. Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact and be attached with the item. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please contact customer@hikidspace.com
If you want to return it by yourself, please email us at customer@hikidspace.com along with the return tracking number(s).
Please send all returns to:
Hikidspace Return Center
30 Distribution Drive
TRUGANINA, VIC 3029
AU
We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Hikidspace. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3-7 business days.
Defective Item
If you believe you have received a defective or faulty product, please contact us and provide the outer package's and product's defective pictures to confirm, at customer@hikidspace.com before returning the item. We are committed to resolving the issue as quickly as possible and provide you with a response for up to 48 hours. Please do not attempt to fix or modify the item yourself, as this may void any applicable warranty or return policy.
Received the Wrong Item
While we follow careful order-picking procedures to ensure accuracy, there may be instances where you receive the wrong item. If this happens, you can choose to keep the incorrect item with a partial refund or request the correct item. If you decide to request the correct item, we may offer you a free return shipping label. Please get in touch with us at customer@hikidspace.com and provide your order details, and we will assist you with the next steps. Upon receiving the returned item, we will send you the correct item or issue a refund, as requested.
Item Damaged During Transit
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at customer@hikidspace.com. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.
Missing or Lost Item
If you suspect your package is missing or lost, please contact our customer service team at customer@hikidspace.com within 10 days, and include your order number and tracking number in your message. We will initiate a lost package claim to help recover your missing or lost package. Please note that the process may take up to 7 days to receive a formal confirmation from the shipping company.