Returns & Exchanges

Authenticity & Eligibility

Our customer service applies only to items purchased directly from and made by Hidden Realm Studios Ltd. through the following official storefronts:

Items purchased from unauthorized sellers or third-party marketplaces (including but not limited to Amazon, eBay, Temu) are not eligible nor authentic.

Hidden Realm Studios Ltd. strictly enforces its intellectual property rights and will take legal action against unauthorized sellers, counterfeiters, and copycats.

Order Cancellations

If you need to cancel an order, email support@HiddenRealmStudios.com within 48 hours. Be sure to include your order number. If your order hasn't been packed or shipped yet, we can cancel and refund the full amount, including shipping.

If the order has already shipped, it can't be cancelled. However, you may still be eligible for a return depending on the item (see below).

Returns

Some items are eligible for return if they're unused and still in their original condition and packaging. Returns must be initiated within 14 days of delivery. To start a return, contact support@HiddenRealmStudios.com. We'll respond to your return request within 1-2 business days.

If your return is accepted, we'll send instructions on where to send it.
Items sent back without prior approval will not be accepted.

What to include with your return request:

Order number
Photos of the item (if applicable)
Description of the issue
Packing slip or printed copy of your order confirmation email

Buyers are responsible for return shipping costs. We strongly recommend using tracked shipping, as Hidden Realm Studios Ltd. is not responsible for lost or damaged returns.

Items sent back without prior approval will not be accepted.

Exceptions / Non-Returnable Items

The following items cannot be returned:

Custom, personalized, or special orders
Hair accessories that have been opened or are not in original sealed packaging
Used, worn, altered, or damaged items
Sale items, Misfits, and Gift cards

If you're unsure about your item's eligibility, please reach out.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. If approved, a refund will be issued to your original payment method within 10 business days. Refunds do not include original shipping costs, which are non-refundable. Processing time may vary depending on your bank or credit card provider.

If more than 15 business days have passed since approval and you haven't received a refund, please contact support@HiddenRealmStudios.com.

Exchanges

Our pieces are one-of-a-kind or made in small batches, so direct exchanges are rarely available. The best way to get a different item is to return your current piece for a refund and place a new order for the item you want. This ensures you get exactly what you're looking for and helps us manage our unique inventory.

Damaged or Incorrect Orders

Please inspect your order upon arrival. If anything is defective, damaged, or incorrect, contact support@HiddenRealmStudios.com immediately.

If your order arrives damaged during shipping, email us with your order number, photos of the shipping box and contents, and a description of the issue. If damage or error is confirmed, we’ll replace or refund the item at our discretion. In some cases, we may request that the damaged item be returned using a pre-paid shipping label.

If you received the wrong item, contact us within 3 days of delivery with your order number and photos of the incorrect item and packing slip. We'll provide return instructions and a pre-paid shipping label. Once tracking confirms the incorrect item is in transit, we'll send the correct item or issue a refund if the correct item is no longer available.

Item Issues or Concerns

Each Hidden Realm Studios piece is handcrafted using natural materials. Slight variations are normal and part of the charm.

If your item arrives with a defect or breaks because of a material flaw, we’ll make it right. Just email us within 14 days of delivery with your order number and a few photos.

If something happens outside that window, whether from wear, an accident, or something less clear, we’ll still listen. These are handled case by case. Depending on what happened, we may offer a repair, a discount toward a replacement, or another option.

That said, items do need to be used as intended and treated with reasonable care. If you're unsure what's normal (or not), our care guides can help. Damage from misuse, neglect, or unauthorized modifications is not eligible for repair, replacement, or refund. That said, we’re always willing to listen and may offer solutions at our discretion.

To start that conversation, email care@HiddenRealmStudios.com with your order number and a quick summary of the issue.

Sending or Receiving a Gift

We include pricing by default but can replace it with a gift receipt and a short handwritten note if requested. If you're sending a gift, leave a note at checkout or email gifts@HiddenRealmStudios.com with your order number.

If you received a Hidden Realm Studios gift and there's an issue, contact gifts@HiddenRealmStudios.com with the order number included on the gift receipt or the name/email of the original buyer. For privacy reasons, we can't process returns or exchanges without this info.

For questions not covered here, please contact support@HiddenRealmStudios.com.