FAQs

Ordering

How do I place an order?

Placing an order at hippomoo.com is easy, all you have to do is browse, add and checkout.

Browse hippomoo.com by using the search bar, main menu, or homepage. We like to use plenty of pictures to give you the best idea of how each product looks.

Add the item to your bag by selecting a size, choose how many you want and then click the “add to cart” button. The item will be added to your cart and you can continue to shop.

Checkout by clicking on the cart icon in the top right of the page. Here you can review your choices, add a promo code or voucher. Once you are ready to buy, simply click the “checkout” button and follow the prompts.

Can I change the shipping address of my order?

Yes, you can change your shipping details before the order is shipped by contacting our customer service at support@hippomoo.com within 24 hours after placing your order. But once the order is shipped, no modification can be made about your order. 

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped.

If you wish to cancel your order for another reason please contact customer service at support@hippomoo.com within 24 hours after placing the order. We would love to help you.

Shipping

How long will my order take to be delivered?

All orders ship within 2-5 business days and all orders are delivered within 5 to 20 business days depending on your geographical location. Due to the high demand on some of our most popular products, please allow up to 2-4 weeks for delivery. If your order hasn’t arrived in the estimated delivery times, please contact our customer service at support@hippomoo.com

How can i track my order?

We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receiving that email.

Do you ship internationally?

Yes, we ship internationally.

  1. Standard delivery services are available for most of the countries that we ship to. 
  2. You'll receive a shipping confirmation email from the warehouse with a tracking link for your package once it is shipped, so that you can follow its journey.

How much do you charge for shipping?

We offer FREE WORLDWIDE SHIPPING.

What if my order arrives incomplete, damaged, or defective?

We don't expect this to happen, but if it does happen, please contact us right away at support@hippomoo.com, and we will get back to you as soon as possible.

What is your return policy?

All returns must be made within 14 days after the product delivery date. All returned products must be unused (e.g., not worn, washed, damaged, or altered) and returned in accordance with the instructions received from contacting customer service as per the Site. You are solely responsible for the cost of shipping the returned product. All products not returned in accordance with the Return Procedures shall be sent back to you, and no credit or refund will be issued.

How do I return something?

Step 1: Send a return request to support@hippomoo.com. Please remember to include the following details in the request, for faster processing:

a. Order Number

b. Name(s) of the Item(s) you want to return.

c. Reason for wanting to return the items(Size/Quality/Other Reasons...)

d. Photos of the items to be returned, for reference

include photos highlighting the specific issues with the item(s).

Step 2: Our Customer Service Representatives will give a response to your request within 24 hours.

Depending on the cause of the return, they will provide you with Better Options or with a RAN (return authorization number).

Step 3: Upon receiving the RAN email, print it and attach/put it inside the package with the item(s) you want to return. Ship the package back to our Warehouse (address in the RAN email).

Step 4: After shipping the package, request the "Tracking Number" of the shipment from your Local Post Office. Remember to inform our Customer Service Representative, through email, that you've shipped the package and provide them with the "Tracking Number".  

Step 5: Once our Warehouse receives the package, we will process a refund for the items within 2 business days.

What is your exchange policy?

Currently we are not able to offer exchange service for any shipped orders.  If you want a different size, different color, or different item, please place a new order.

What is your refund policy?

If the refund is claimed for any item of your order, and at the same time your order doesn't include any promotions or discounts, you will receive a full refund for the item. But if the order includes promotions or discounts, the item will be refunded proportionally instead of full price. For example, if the original price of an item of your order is $10, and the grand total of your order is $18 after a $2 off discount, so you will receive $9 refund after cancelling this item.

How to contact us?

We would like to hear from you! If you have any questions, please feel free to contact us by email support@hippomoo.com