If you have any questions or issues with your order, please look through the page below to find an answer / solution. If you still require assistance, you can contact our support team (via the Support Center in the footer below) by creating a ticket below and we will get back to you within 24 to 48 hours.
What factories have you chosen to partner with?
The factories we have chosen to partner with are BSCI audited and we are working with a team on site. BSCI are a globally recognised governing body. This ensures all our factories are safe working environments with fair wages, working hours and no child labour or discrimination. To read more about the factory ethics please click here.
What packaging is used?
We use compostable mailing bags and offset the shipping of these by planting at least 69 trees.
Orders & Payments
Where can I find your products? How can I place an order?
Just select “Products” from the main menu or visit the homepage and scroll down to browse through all the available products. You can click on each product to open the relevant product page and find more information about it. To select the ones you would like to purchase just use the “Add to Cart” button. Once you are done shopping, just select your Cart on the right side of the main menu and click “Buy” to proceed to the checkout page and place your order.
What methods of payment do you accept? Why is my payment failing?
You can pay via Card (Visa, Mastercard), PayPal.
Why is my payment failing?
Payments may fail for a number of reasons. Before/when purchasing, please always ensure:
- You have a strong and steady internet connection.
- There are sufficient funds in the account associated with the card you are using.
- The billing information you are using (including your billing address) matches your card.
If your payment is still failing, we would recommend:
- Contacting your financial provider to make sure (a) the account/card you are using supports international payments (our company is UK-based) and (b) your transaction is not being denied by them for an unspecified reason.
- Contacting any other financial institution associated with your payment attempts (PayPal, Apple) to see if they are aware of any other issues causing your transaction to fail.
Alternatively, we would recommend trying a different payment method.
Where is my order/dispatch confirmation email?
Please check the email account used to complete your order. Your order confirmation email should be there but if you can’t find it please:
- Remember that confirmation emails may take up to 24 hours to reach your inbox.
- Try checking your junk / spam folders.
- Search your email account for email@example.com, “The Hike Life”, your order number, or the name of the item you ordered.
Your dispatch confirmation email will be sent to you shortly after your order has been shipped by our warehouse. Orders take 2-3 business days to be processed.
Can I change my order?
Please contact our customer support team via Support Center in the footer below.
What can I do if I enter the wrong delivery address?
Unfortunately, we cannot make any amendments to your address after your order has been placed. Please double-check your address during checkout as your order will be delivered there and you will be responsible for retrieving it.
If your order is returned to us due to non-delivery or incorrect address, it will be automatically cancelled and refunded and you will need to create another order again. You will not be refunded for postage as we have incurred the cost of sending you the order.
What can I do if I made a duplicate order?
If you have purchased the same products more than once please contact our team immediately by submitting a ticket and see if they can cancel the duplicate order for you. Please note that we cannot guarantee cancellation requests will be successful as this depends on the status of your order when your request is reviewed. It can take our team up to 48 hours to review your ticket and by then, your order might already be fully processed.
Refunds & Returns
Can I exchange / return my order?
We do accept returns on our products however unfortunately we cannot accept exchanges. You will need to contact our customer support team and they will provide you with a return address. All returned items must be unworn and returned in their original packaging. Once your returned order arrives at our fulfilment centre, our team will inspect all products to see if they are in the same condition you received them in, with tags and liners attached - if so, our support team will be able to process a refund for you. Please note that any returned parcels sent to us without acknowledgement from a member of the support team will not be returned or refunded.
Please note that any returned parcels sent to us without acknowledgement from a member of the support team will not be returned/exchanged or refunded.
What can I do if my product is faulty?
Should you receive a product that is defective or has a fault, we will happily look into offering a resolution. Please contact our support team with the following information:
- A full description of the fault
- Photographic evidence attached
Please note issues of this nature need to be reported to us within 60 days.