Every article purchased in the HYDENATION Online Store can be returned. Return costs may vary depending on the destination. Please note taxes and duties are not refundable for returns coming from Canada and Puerto Rico. You can return your item within 30 days calculated from the date of receipt of delivery of the item purchased.
Items must be returned at buyer’s cost, new, unused, and with all labels and garment tags still attached. Returns that are damaged, stained, washed or altered will not be accepted and will be sent back to the customer. Where provided, any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Items should be returned in their original packaging to ensure they are adequately protected in transit.

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles will not be
accepted. Being made-to-order, we cannot accept returns of personalized items. Returns that do not comply with these regulations will not be accepted.

To return one or more items from your order, please follow the below-mentioned procedure:

1) Visit our returns portal here to initiate a returns authorisation. Enter your order number and email address.

2) Select the items you wish to return and the reason for your return.

3) Select the prepaid delivery label and print both the return label and return form.

4) Make sure all products you wish to return and the return form, product tags, authenticity labels or cards are included in the package, the original box or an equally robust box. Attach the return label to the outside of the parcel.

5) Contact the DHL number that you can find here or take the package to the nearest DHL point you find here.We recommend that you keep an eye on the tracking that you find on the return label, so that you can monitor the shipment of your package.

Want to exchange?

Products can be exchanged for a different item provided that such item is available, and is available at the same price as the product originally purchased. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of us receiving the item back from you.  We reserve the right to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we accidentally deliver the wrong product to you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product.

Goods are classified as faulty if they have been received damaged, or where a manufacturing fault occurs within 6 months of purchase. In this case we kindly ask you to send the article back to us. For a simple return, please use the pre-printed return form and return label included in your parcel. If you cannot find the return label, please contact our Customer Service. We cannot accept items that have been worn and used beyond being tried on.