Once your order has been placed, you will receive an order confirmation by email within 24 hours. Orders are shipped within 1-3 business days.
*Custom orders and made-to-order do not apply.
After your order is placed we will send you an order confirmation number via email within 24 hours. Once your order has been shipped, you will receive a notification email of the shipment with the tracking number.
【Shipping Country & Duration】
All HIDDEN GEN orders at the moment are shipped via SF Express/Chunghwa Post Co., Ltd.
The shipping time may vary depending on the delivery area and address and what time you place your order .
Shipping to Hong Kong: 1~3 business days
Shipping to Taiwan: 2~4 business days
Shipping to Japan: 7~10 business days
Shipping to South Korea: 7~10 business days
Shipping to the United Kingdom: 10~14 business days
Shipping to Europe: 10~14 business days
Shipping to North America: 10~14 business days
Shipping to Australia: 10~13 business days
Shipping to Japan: 4 business days
Shipping to South Korea: 3 business days
Shipping to the United Kingdom: 7 business days
Shipping to Europe: 7 business days
Shipping to North America: 6 business days
Shipping to Australia: 7 business days
Shipping time may vary depending on carrier and public holidays. Please note deliveries are made during the week (Monday to Friday).
The approximate shipping fee is as follows (when the product is 1kg or less):
Shipping to Taiwan: USD 5
Shipping to Hong Kong: USD 6
Shipping to other parts of Asia(Japan, Korea, etc.): USD 11
Shipping to the UK: USD 19
Shipping to Europe: USD 15
Shipping to North America: USD 23
Shipping to Australia: USD 13
Other international shipping costs: Shipping costs may vary depending on your shipping area and address.
The above shipping cost is based on the 2021 shipping fee provided by SF Express. The final shipping fee may be different depending on the country, size, and weight of the order.
【Duties & Taxes】
Please note that the product prices and shipping costs do not include taxes and import duties. Taxes and import duties may be charged when the shipment reaches the country of destination. We are not responsible for customs/ import duties.
【Shipping Address Amendments】
If you would like to amend your shipping address, please contact us immediately by email (email@example.com). However, we may not be able to change the address once your order has left our warehouse.
Please understand that we cannot accept cancellation requests after the order is placed, we may not amend the order details, split orders, payment methods, and delivery methods. The details of the order should be confirmed before sending it out. No refunds will be accepted after the order is completed and dispatched for any reason.
Our customer service will be here to help you! Email: firstname.lastname@example.org
We also provide customer service in 3 languages (English, Mandarin Chinese, and Cantonese). For further details, please contact:
HIDDEN GEN Taiwan: email@example.com
HIDDEN GEN Hong Kong: firstname.lastname@example.org
HIDDEN GEN London, United Kingdom: email@example.com
【Returns & Exchanges Policy】
Domestic and international orders:
Due to some made-to-order products (specifically those handmade by our artists and designers), we currently do not accept returns and refunds. All products are final sale unless a product is damaged during shipping
Shipping and handling charges are also non-refundable.
We allow for exchange of a damaged product within 4 days of you receiving the item which may only be replaced with the same item. If you wish to make an exchange, please write in the subject of your email: Exchange-“your order number” to firstname.lastname@example.org with a photo of the product, then we will provide you with instructions and arrange the exchange.
Please reach out with any questions concerning product details, dimensions, or any other inquiries, our customer service would be happy to answer any questions.