FAQs

Below, you’ll find the answers to the questions we get asked the most.
If you have additional questions, feel free to contact us at info@hidrawear.com.

Orders

Can I make changes to my order?
If you have made an order incorrectly or ordered the wrong size, please contact our Customer Care team at info@hidrawear.com as soon as possible to update your order. If your order has already been shipped, you will need to complete our Returned Merchandise Authorisation form to return the incorrect item or order.

I have been sent the incorrect order.
If your order is incorrect please complete our Returned Merchandise Authorisation form and send it to our Customer Care team at info@hidrawear.com.

My item seems faulty.
If any of the items you received are damaged or faulty, please complete our Returned Merchandise Authorisation form and send it to our Customer Care team at info@hidrawear.com. Please review our Returns Policy for damaged or faulty products.

Can I cancel my order?
If you would like to cancel your order please email our Customer Care team at info@hidrawear.com as soon as possible to cancel your order. Due to the speed of packing, sometimes we are unable to cancel orders but we will try where possible.

Do I need to create an account to buy from your online store?
You don’t need to have an account to place an order. However, having an account can save time during checkout as it securely saves your address and payment details for future purchases.

Where can I find my order number?
A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you cannot find your confirmation email, please check your spam folder. If you are using Gmail, please check the promotions folder.

If you have created an account, you can securely save your details for future purchases. You’ll also be able to check your recent orders under ‘My Account’ when you log in.

How do I find my order history?
If you have created an account, you can check all orders associated with that account under ‘My Account’ when you log in.

I haven’t received my order confirmation email.
If you haven’t received your order confirmation email, please check your spam/junk folder or promotions folders if you are using Gmail. If it is not in there, please contact our Customer Care team at info@hidrawear.com.

Shipping

Can I track my order?
You will receive a notification from our logistics partner DHL, with a link to track your order. If you do not receive this email, please contact our Customer Care team at info@hidrawear.com.

Can my delivery and billing address be different?
Yes, your delivery address can be different from your billing address if both addresses are in the same country. All you need to do is untick the box that says ‘same as billing details’ then you can enter in your correct billing details.

Missed delivery of package?
If you missed the first delivery attempt it is not possible to book another one. Instead, your order will be dropped off at a nearby pick-up point, which will be mentioned on the notification card that’s left for you by DHL. When you pick up your order please remember to bring some proof of identity and your notification card.

Refunds and Replacements

Length of time to process refund?
If the returned product is deemed acceptable, we will process your refund via the original payment method. You will receive notification when we have received the returned product, when we have processed your return request and when the refund has been authorised. Please allow up to 5 business days for payment to be received after your refund has been authorised. Please review our Returns Policy for returning products to us.

When will I receive my replacement product?
If your returned product is deemed acceptable, we will create a replacement order immediately. You will receive notification when we have received the returned product, when we have processed your return request and an order confirmation email when your replacement order is entered. Please review our Returns Policy for returning products to us.

Product and stock

The garment I ordered does not fit
If you ordered a garment that is the wrong size, please complete our Returned Merchandise Authorisation form and send it to our Customer Care team at info@hidrawear.com. Please review our Returns Policy before completing the Returned Merchandise Authorisation form.

Before ordering your garment, we recommend you follow the Sizing Instructions and select the size suggested by the Sizing Calculator.

Please view our instructional videos on how to adjust you garment to best suit you.

Will you be extending the line beyond HidraWear AX?
Yes, it is our full intention to extend the HidraWear line. Our first product HidraWear AX for women has been developed for the underarm but we plan to extend our product line to accommodate other areas of the body affected by HS.

If you would like to know when we are extending our product line, please subscribe to receive our emails.

Customer Support

How do I contact Customer Care?
You can contact our Customer Care team via our online form at www.hidrawear.com/contact or by emailing info@hidrawear.com. We endeavor to response to all customer queries as quickly as possible.

How do I reset my password?
You can reset your password by clicking on forgot my password on the account log in page. An email is sent to the email address you used when creating your account. In the email you will have the opportunity to create a new password. If you have any issues, please contact our Customer Care team at info@hidrawear.com.

Where can I submit a compliment or a complaint?
All compliments and complaints are important to us. If you have any feedback for us, please contact our Customer Care team at info@hidrawear.com. If you have a faulty product, please complete our Returned Merchandise Authorisation form and send it to our Customer Care team at info@hidrawear.com. Please review our Returns Policy for damaged or faulty products.