Ordered some other shoes. Was excited to receive them, just to be told they’re out of stock when I’ve already paid for them Update: did get my money refunded
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Review summary
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Reviews shaping this summary
I sent back two pairs of Addidas but only got a refund for one pair so I am owed £69 Order no. 346047654. If someone from customer services is reading this please call me on 07780 695 471 to arra... See more
Company replied
First time ordering from HIP. All the way through journey HIP kept me informed. Paid for next day, parcel force let HIP and me down. Arrived the day after. My son was delighted with his surprise!! C... See more
Company replied
I returned the item on the 23rd of July, as they didn’t fit. I returned them via Evri, but no acknowledgment. I have emailed but had no reply. Disappointed as I have previously purchaser from th... See more
Company replied
Company details
About HIP
Written by the company
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About Us
We were founded in Leeds in 1987 and have been at the heart of the UK's contemporary fashion scene ever since. HIP is built on curation - we introduce our audience to style profiles, craftsmanship, and the unique storytelling that underpins our roster of brands from around the world. Alongside our online presence, covering heritage, streetwear, contemporary and technical brands, we have two stores: one in Leeds city centre and the other in Manchester's Northern Quarter.
Contact UsContact info
49-51 Vicar Ln, LS1 6DS, Leeds, United Kingdom
- 0161 393 7057
- info@thehipstore.co.uk
- www.thehipstore.co.uk
4.1
Great
4K reviews
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Simple
Simple, great service with a fast delivery !
What's not to love...
Shame HIP are closing!
Wishing the entire team all the very best
July 30, 2026
Reply from HIP
Hi Marc,
Thank you for contacting us. We appreciate your positive review and feedback.
If you need any further information, please do not hesitate to contact us and we will be happy to assist.
Kind regards,
Sidrah,
Blacks
Reply from HIP
Hi Toby,
Thank you for getting in touch. We appreciate your feedback and positive review. If you need any further information, please do not hesitate to contact us and we will be happy to assist.
Kind regards,
Sidrah,
Hipstore Team.
Reply from HIP
Dear Charlene,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to thank you sincerely for taking the time to leave us a review regarding your recent purchase from our closing down sale. Your kind words truly mean a great deal to us during this time, and feedback like yours helps us to continue improving our service right until the very end.
Whilst we're sad to be closing our doors, it's been a pleasure serving customers like yourself, and we're grateful for your support. If there's anything further we can assist you with, please don't hesitate to get in touch.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
Dear Waqqas,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to take a moment to reach out and say a huge thank you for your recent review – it truly means the world to us!
Feedback like yours helps us understand what we're doing right and where we can continue to improve our service. Knowing that you've had a positive experience with us, both in terms of value and service, is exactly what motivates our team every day.
We're so pleased that you chose to shop with us, and we genuinely appreciate you taking the time to share your thoughts. Your support helps us keep delivering the amazing value and service that our customers deserve.
If you have any further questions or if there's anything else we can help you with in the future, then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Gutted these guys are closing down
Gutted these guys are closing down, I’ve bought so many pairs of trainers from them
Fast delivery always and great customer service
July 31, 2026
Ordered a few sale items and they were…
Ordered a few sale items and they were cancelled. Also seen stuff for £10 that you can never buy which I suspect staff are reserved for staff.
July 31, 2026
Reply from HIP
Dear M Mistry,
I'm sorry to hear your order was cancelled.
I can see this has been disappointing for you. I can assure you that items are never reserved for staff in this way. As mentioned on our website, during periods of high demand and limited availability, orders may need to be cancelled if we're unable to fulfil them. Sale items are particularly popular and stock can move very quickly, which means they may sell out before all orders can be completed.
Kind regards,
Jimmy,
The Hip Store Customer Care.
The worst experience with DPD delivery
The worst experience with DPD delivery. Their stock updates are extremely slow, and I’ve had to go through the same cycle of payments and refunds countless times.
August 7, 2026
Reply from HIP
Dear Valued Customer,
I'm sorry to hear about the difficulties you've experienced with your orders.
I can see this has been frustrating for you. During busy periods, particularly when items are on sale, we do experience high demand for limited stock. Whilst we work to keep our website updated, stock availability can change quickly, and occasionally orders may need to be cancelled and refunded if we're unable to fulfil them. We appreciate this isn't the experience you were hoping for, and we're always working to improve our processes.
Kind regards,
Jimmy,
The Hip Store Customer Care.
Return & refund process is very slow !
August 7, 2026
Reply from HIP
Dear Li,
I'm sorry to hear you've experienced a delay with your refund.
I'd be happy to help you with this. Our Customer Service team will be able to check the status of your refund and provide you with an update. You can reach them Monday to Friday between 08:00-19:00 or Saturday between 09:00-18:00. If your refund has already been processed from our side, please allow up to 5 working days for it to appear in your account, as this is your bank's processing time rather than ours.
Kind regards,
Jimmy,
The Hip Store Customer Care.
Awful experience
Ordered some shoes. Realised ordered the wrong size so contacted them straight away, was told the order was cancelled before shipping and would be refunded. A few days later no refund and order arrived. Returned them a week ago and still waiting for refund. Emailed several times and have had zero response and only stupid emails asking me to review HIP service. Absolute joke
Order number - 346091459
Update - Thanks for your generic reply. I have been contacting by email and your website and since returning them have had zero replies from yourselves. I have emailed yourselves again just now in the hope you reply.
July 29, 2026
Unprompted review
Reply from HIP
Dear Dan,
I'm sorry to hear about the confusion with your order cancellation and the delay in receiving your refund.
I can see this has been a frustrating experience for you, Dan. I've checked the details you've provided, and I'd like to clarify the timescales for returns sent back to us. Online returns can take up to 10 days to be delivered to our warehouse, and once received, we process them within 14 days. As you returned your items a week ago, your return may still be in transit or being processed at our warehouse.
To help you further and check the current status of your return, I'd encourage you to contact our Customer Service team directly. Our opening hours are Monday to Friday: 08:00-19:00 and Saturday: 09:00-18:00. Alternatively, you can reach out to us through our webform at: https://www.thehipstore.co.uk/customer-service/contact/. Our team will be able to trace your return and provide you with an update on your refund.
Kind regards,
Jimmy,
The Hip Store Customer Care.
Very good received on time
July 29, 2026
Reply from HIP
Dear Customer,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. Thank you so much for taking the time to leave us a review – it truly means a lot to us. Feedback like yours helps us understand what we're doing well and where we can continue to improve our service.
I'm delighted to hear that your order arrived on time and met your expectations. We always strive to ensure our customers have a smooth and positive experience from browsing through to delivery, so it's wonderful to know we achieved that for you.
If there's anything else we can assist you with in the future, or if you have any questions, please don't hesitate to get in touch. We're always here to help.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
Dear Lee,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out personally to thank you for taking the time to leave us a review regarding your recent order. It's wonderful to hear that we were able to provide you with great service and quick delivery, even at the last minute!
Your feedback is incredibly valuable to us and genuinely helps us continue to improve our service for all our customers. We're delighted that your experience with us was a positive one, and we truly appreciate you sharing your thoughts.
If you have any further questions or if there's anything else we can assist you with, then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
Dear EM,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out personally to thank you for taking the time to leave such a wonderful review about your recent purchase with us.
It's fantastic to hear that you're pleased with the product and found the price competitive. We're especially delighted that your delivery arrived earlier than expected – we know how important timely delivery is to our customers.
Your feedback is incredibly valuable to us and genuinely helps us improve our service. Reviews like yours remind us why we do what we do, and I'm so pleased we could provide you with a positive shopping experience.
If you have any questions or if there's anything we can help you with in the future, please don't hesitate to get in touch.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
All trainers arrived well package…
All trainers arrived well package double box and are all amazing for the price I payed got 5 pairs at £25 each
July 30, 2026
Reply from HIP
Dear Steven,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to thank you for taking the time to leave such a wonderful review about your recent trainer purchase.
It's fantastic to hear that all five pairs of trainers arrived in perfect condition, well packaged and double boxed, and that you're absolutely delighted with them – especially at such great value at £25 each! Your feedback is incredibly valuable to us as it helps us continue to improve our service and ensure we're meeting our customers' expectations.
We truly appreciate you sharing your experience, and I'm so pleased that you're happy with your order.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
Dear Lisa,
My name is Sarah from The Hip Store Customer Care.
I hope this message finds you well. I wanted to reach out to thank you for taking the time to leave us a review about your recent delivery experience. It's wonderful to hear that everything arrived seamlessly and quickly for you.
Feedback like yours is incredibly valuable to us, as it helps us understand what we're doing well and where we can continue to improve our service. We're delighted that we could meet your expectations, and your kind words truly make a difference to our team.
If you have any further questions or need assistance with anything in the future, then please do let me know. We're always here to help.
Kind regards,
Sarah,
The Hip Store Customer Care.
Reply from HIP
Dear Amanda,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to say a huge thank you for taking the time to leave us such a wonderful review! It's fantastic to hear that you were pleased with the product, the price, and the speed of delivery.
Your feedback is incredibly valuable to us and genuinely helps us to continue improving our service for all our customers. We really do appreciate you sharing your experience, and I'm delighted that we were able to meet your expectations.
If you have any questions or if there's anything else we can assist you with in the future, please don't hesitate to get in touch.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Great service
Quick, well packed, great communication and a genuine, well priced, pair of boots 👍🏼
July 30, 2026
Reply from HIP
Dear John,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to take a moment to reach out and thank you personally for your wonderful review regarding your recent purchase.
It's truly fantastic to hear that you were pleased with the speed of delivery, the quality of our packaging, and the communication you received throughout the process. Most importantly, I'm delighted that you're happy with your boots and found them to be both genuine and well-priced.
Feedback like yours is invaluable to us, as it helps our team continue to improve our service and ensures we're meeting the expectations of valued customers like yourself. We really do appreciate you taking the time to share your experience.
If you have any further questions or if there's anything else we can help you with in the future, then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
Dear Joanne,
My name is Sarah from The Hip Store Customer Care.
I hope this message finds you well. I wanted to reach out to thank you for taking the time to leave us such positive feedback about your recent purchase. It's wonderful to hear that your order arrived quickly and that you're pleased with the quality of your item.
Reviews like yours really do help us continue to improve our service, and they mean a great deal to our team. We're delighted that we've met your expectations, and we truly appreciate you sharing your experience.
If you have any further questions or need assistance with anything in the future, then please do let me know.
Kind regards,
Sarah,
The Hip Store Customer Care.
Reply from HIP
Dear avb,
Thank you for taking the time to leave us such a wonderful 5-star review on Trustpilot.
We're delighted to hear that you were happy with both the pricing and the speed of your delivery. Feedback like yours means a great deal to us and helps other customers feel confident when shopping with The Hip Store.
We truly appreciate your support and look forward to welcoming you back soon.
Kind regards, Rehan, The Hip Store Customer Care.
Great trainers at a fantastic price
Great trainers at a fantastic price
Quick delivery excellent
July 30, 2026
Reply from HIP
Dear G Laing,
Thank you for taking the time to share your wonderful feedback with us at The Hip Store Customer Care. We're delighted to hear about your positive experience.
We truly appreciate you choosing to shop with us and are so pleased that you're happy with your trainers, the price, and the quick delivery. Your kind words mean a great deal to our team.
If there's anything else we can help you with in the future, please don't hesitate to get in touch. We'd love to welcome you back soon.
Kind regards, Rehan, The Hip Store Customer Care.
I ordered few products and I had to…
I ordered few products and I had to follow up twice to get an update on the order. And after when I get confirmation that they are ready to collect the store was permanently closed.I then raised request for refund Didn't get the refund yet, it's very frustrating and very unprofessional
July 30, 2026
Reply from HIP
Dear Anagha,
Thank you for your message. We've sent you an email with an update regarding your refund. Please check your inbox (and spam/junk folder, just in case) for our response.
If you have any further questions, please don't hesitate to get in touch.
Kind regards, Rehan, HIP Store Customer Care
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