FAQ's
Orders & Payments
How can I place an order?
Simply browse our collection, select your desired items, and proceed to checkout. You will receive an order confirmation email once your purchase is complete.
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, and other major payment methods. All transactions are secure and encrypted.
Can I change or cancel my order after placing it?
You can modify or cancel your order within 12 hours of placing it. Please contact contact@hive-london.com as soon as possible. Once your order is processed, changes are no longer possible.
Is my payment information secure?
Yes, we use SSL encryption to ensure all transactions are safe. Your payment details are never stored on our servers.
Shipping & Delivery
Where do you ship to?
We currently ship to United Kingdom. If your country is not listed at checkout, feel free to contact us.
How long does shipping take?
Our standard shipping times are:
Processing Time: 1-3 business days
Shipping Time: 6-12 business days, depending on your location.
How can I track my order?
Once your order has shipped, you will receive a tracking number via email. You can track your order using our Track & Trace page.
Do I have to pay customs or import taxes?
International orders may be subject to customs fees, VAT, or import duties, depending on your country’s regulations. These costs are the responsibility of the customer.
Returns & Refunds
What is your return policy?
You can return any eligible item within 30 days of receiving it. Items must be unused, in their original packaging, and in resellable condition.
How do I request a return?
- Email us at cobtact@hive-london.com with your order number and reason for return.
- Follow the return instructions provided.
- Ship the item to our designated return address.
- Once received, we will process your refund within 7 business days.
Are there items that cannot be returned?
Yes, the following items are non-refundable:
Sale or clearance items
Opened beauty/hygiene products
Personalized or custom-made products
Who covers the return shipping cost?
The customer is responsible for return shipping costs unless the return is due to a defective or incorrect item received.
Promotions & Discounts
How long are your promotions valid?
All promotions and discounts are valid for a maximum of 90 days, unless otherwise stated.
Can I use multiple discount codes?
No, discount codes cannot be combined unless explicitly stated in the promotion.
Product & Stock Information
Are your products sustainable?
Yes! We prioritize ethical sourcing and eco-friendly packaging wherever possible. Read more about our sustainability efforts in our Sustainability Policy.
An item I want is out of stock. When will it be available?
We update our stock regularly. If an item is sold out, you can sign up for restock notifications on the product page.
Technical & Account Support
I can’t log in to my account. What should I do?
Try resetting your password. If you’re still having trouble, contact us at contact@hive-london.com.
How do I unsubscribe from emails or SMS notifications?
Simply click the "Unsubscribe" link at the bottom of our emails, or reply “STOP” to SMS messages.
Contact Us
If your question isn’t answered here, feel free to reach out to us!
Email: contact@hive-london.com
Business Address: Maria van Bourgondielaan 23, Eindhoven
KvK Number: 89360451
Response Time: Within 24 hours on business days