Returns & Refund Policy

Overview

At Hidden Archive, we’re committed to making your shopping experience as smooth and transparent as possible.

We offer both pre-order and in-stock items. Because these items are fulfilled differently, our cancellation, return, and refund policies may vary depending on the type of product you purchase.

  • Pre-order items are sourced specifically for your order and are not held in stock.

  • In-stock items are already available and are fulfilled directly from our available inventory.

Please take a moment to review this policy before placing your order. It explains when returns, cancellations, and refunds are available and the situations where they cannot be offered.

If you have any questions before or after your purchase, our support team is always happy to help.

Returns

We accept returns only if:

  • You received a damaged or defective item.

  • You received an item that is different from what you ordered.

To request a return, please contact us within 24 hours of receiving your order and provide:

  • Your order number

  • Clear photos of the item

  • Photos of the original brand packaging

  • A brief description of the issue

Claims submitted more than 24 hours after delivery may not be eligible for a return or refund.

Items must remain unused, unworn, and unaltered when a return is approved.

Sizing

Customers are responsible for selecting the correct size when placing an order.

Sizing information is provided for apparel and footwear where available. We do not offer refunds or returns for incorrect size selection or changes of mind, whether the item is a pre-order or in-stock item.

If you’re unsure about sizing, we encourage you to contact us before placing your order.

Pre-Order Items

Pre-order items are sourced specifically for individual customer orders.

Order Cancellations

Pre-order orders may be cancelled before sourcing begins.

Once sourcing has begun, the order cannot be cancelled or refunded unless the item is damaged, defective, or different from what was ordered.

Because pre-order items are specifically sourced for the customer, we cannot accept returns due to incorrect size selection or change of mind.

In-Stock Items

In-stock items are products that are already available and ready for fulfillment.

Order Cancellations

In-stock orders may be cancelled before the order has been dispatched.

Once an in-stock order has been dispatched, it cannot be cancelled. Any return or refund after dispatch will only be considered where the item is damaged, defective, or different from what was ordered.

In-stock items are also not eligible for returns or refunds due to incorrect size selection or change of mind.

Refunds

Refunds are available only for approved claims involving:

  • Damaged or defective items

  • Incorrect items received

  • Pre-order cancellations made before sourcing begins

  • In-stock order cancellations made before dispatch

Approved refunds will be issued to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process the refund after the refund has been initiated by Hidden Archive.

Non-Refundable Situations

Refunds and returns are not available for:

  • Incorrect size selected by the customer

  • Change of mind

  • Pre-order items where sourcing has already begun

  • In-stock items that have already been dispatched

  • Items that have been used, worn, washed, or altered after delivery

  • Claims submitted more than 24 hours after delivery

Contact Us

If you have any questions or need to report an issue with your order, please contact us as soon as possible.

Email: hello@hiddenarchiveofficial.com

Phone/WhatsApp: +254 795 471 237

Please Note

Hidden Archive operates with a combination of pre-order and in-stock products.

Pre-order items are sourced specifically for individual orders, while in-stock items are already available for fulfillment. We encourage all customers to carefully review product descriptions, sizing information, availability status, and order details before completing checkout.

By placing an order, you acknowledge and agree to the terms outlined in this Returns & Refund Policy.

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