Online Return & Refund Policy
We hope you love your Hidden Gem purchase. Please read this policy before placing an order.
All purchases made on hiddengemny.com are final sale
We do not accept returns or exchanges because of a change of mind, including for clothing, jewelry, accessories, and sale items.
If something arrives damaged, defective, or incorrect
Please email hello@hiddengemny.com as soon as possible, preferably within 7 days of delivery. Include your order number, a brief description of the problem, and clear photos of the item and its packaging. Please keep the item and packaging while we review your request.We’ll work with you to resolve a confirmed problem. Depending on the circumstances, that may mean a replacement, an exchange, or a refund to your original payment method. We’ll provide instructions if we need the item returned.
Please contact us before sending anything back.
Returns we approve as an exception
If we agree to accept a return for another reason, we’ll email you the return instructions. The item must be unused, in its original condition, and have its original tags and packaging. You’ll be responsible for return shipping unless we tell you otherwise. Once we receive and inspect the item, we’ll issue store credit for an approved return. Original shipping charges are not refunded for these exception returns.
Items sent back without our approval may be refused or returned to the sender.
Questions?
Email us at hello@hiddengemny.com before ordering if you’d like more details about an item.
In-Person Return & Exchange Policy
This policy applies to purchases made directly from Hidden Gem at our pop-ups and at Gathering Marketplace.
All in-person sales are final.
We do not accept returns or exchanges because of a change of mind.
This includes clothing, jewelry, accessories, and sale items.
If there is a problem with your purchase
If an item is damaged, defective, or incorrect when you receive it, please email hello@hiddengemny.com as soon as possible, preferably within 7 days of purchase. Include a photo of the item and your receipt or other proof of purchase.
We’ll review the issue and work with you on an appropriate solution, which may include a replacement, an exchange, or a refund. Please contact us before bringing or sending an item back.
Purchases from other stores
Other stores that carry Hidden Gem products have their own return and exchange policies.
If you purchased a Hidden Gem item from another store, please contact that store directly and refer to its policy.
Hidden Gem cannot process returns or exchanges for purchases made through another retailer.
Questions?
Email us at hello@hiddengemny.com before ordering if you’d like more details about an item.