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.

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.

The following information relates to Klarna UK only:

Klarna
Pay later in 3 interest-free instalments

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by HidraMed Solutions and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or credit card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor HidraMed Solutions run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?
As soon as HidraMed Solutions have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at www.hidrawear.com from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto www.Klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by HidraMed Solutions. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto www.Klarna.com/uk and pay off early.

Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I’ve returned the goods?
Once HidraMed Solutions has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I’ve received a statement, but I’ve not yet received my goods.
In the event that your goods have not been received please contact HidraMed Solutions to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options