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
Shop Mens
Shop Footwear
Shop Clothing
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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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Good when it has sales
Good when it has sales on but generally too expensive. Website works
July 26, 2026
Reply from HIP
Dear Paul,
Thank you for taking the time to leave us your review on Trustpilot and for letting us know about your experience with HIP Store. We are pleased to hear you have found great value during our sales.
I can see that pricing outside of these periods has been a consideration for you, and I appreciate you sharing this feedback with us.
We're always working to bring our customers the best possible offers, so keeping an eye on our sales periods is a great way to make the most of your shopping experience with us. It's also lovely to hear that you have found our website easy to use.
We would love to hear more about your experience, so if you have a moment, please do let us know how we are doing by completing our customer satisfaction survey. Should you wish to share any further thoughts with us before doing so, we are always happy to help.
Kind regards, The HIP Store Customer Care
Fantastic prices but orders get…
Fantastic prices but orders get cancelled subsequently and refunds take long time to process!
August 5, 2026
Reply from HIP
Dear Mustaque,
My name is Jeremie from The Hip Store Trust Pilot Team.
I hope this message finds you well. I apologise for any inconvenience you may have experienced, and I wanted to reach out to ensure we address your enquiry properly.
We have sent you an email regarding your recent contact with us, and I would kindly ask you to check your inbox, including your junk and spam folders, as sometimes our correspondence can be filtered there depending on your email provider settings.
If you're unable to locate our email or if you have any immediate concerns that need addressing, please don't hesitate to contact us via the website webform.
Kind regards,
Jeremie
The Hip Store Trust Pilot Team
Great cannot fault
July 31, 2026
Reply from HIP
Dear Richard,
Thank you for taking the time to leave us such a wonderful 5-star review on Trustpilot.
We're delighted to hear that you had such a positive experience with us at size? and that we met your expectations.
Your feedback means a great deal to our team, and we truly appreciate you sharing your thoughts. It's fantastic to know that everything went smoothly for you, and we look forward to welcoming you back soon.
If there's anything we can help you with in the future, please don't hesitate to get in touch with us.
Kind regards,
Rehan, size? Customer Care.
Paid £50 for trainers worth triple that…
Paid £50 for trainers worth triple that on other stores. Quick delivery great service what more could you ask for
July 8, 2026
Such a shame that they have closed down…
Such a shame that they have closed down
Had always had a great experience with this company
I was worried that there would be issues with my order, since they were closing down
But there was no need to be worried, order was sent and received promptly , and was really happy with the products
Hope the staff all went on to bigger and better things
August 5, 2026
Reply from HIP
Hello,
My name is Anthony from Hipstore Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to say a sincere thank you for taking the time to leave us a review. Your feedback is incredibly valuable to us and helps us continue to improve our service and product offerings.
We're delighted to have had the opportunity to serve you, and we truly hope that your experience with us has been a positive one. Should you need anything in the future, whether it's assistance with an order, product information, or simply browsing our latest collections, we'd be more than happy to help.
We very much look forward to welcoming you back to Hipstore soon.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Anthony
Hipstore TRUST PILOT TEAM.
Great fast service
June 28, 2026
Closing down sale had a few bargains
Closing down sale had a few bargains. Pity to see them closing down.
August 2, 2026
Reply from HIP
My name is Toheed from Hipstore Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to say a sincere thank you for taking the time to leave us a review. Your feedback is incredibly valuable to us and helps us continue to improve our service and product offerings.
We're delighted to have had the opportunity to serve you, and we truly hope that your experience with us has been a positive one. Should you need anything in the future, whether it's assistance with an order, product information, or simply browsing our latest collections, we'd be more than happy to help.
We very much look forward to welcoming you back to Hipstore soon.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Toheed
Hipstore TRUST PILOT TEAM.
STILL WAITING ON MY REFUND!!!
Ordered a pair of trainers and then returned them for a refund. Postal tracking shows they were received by the retailer well over a month ago but they have still not had the courtesy of sending me any form of acknowledgement or confirmation of my refund. Avoid this retailer at all costs.
August 12, 2026
Reply from HIP
Hey,
Thank you for contacting us at The Hip Store Online Reviews.
I appreciate your feedback on our service. I'm sorry we didn't meet your expectations this time. I have sent you an email regarding this.
If you require further assistance, please get in touch with us.
Thanks,
Malaika,
The Hip Store Online Reviews Team.
Refund Issue
Refund Issue
Hello,
I sent my order back over a month ago and haven't received a refund- the order was damaged. I have tried calling via phone and cannot get through.
September 15, 2026
Unprompted review
Reply from HIP
Dear Chelsea,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I do apologise that you've experienced difficulties reaching us by telephone and that your refund has been delayed following the return of your damaged order.
I understand that you sent your order back over a month ago, and I can appreciate how frustrating this must be for you. I would very much like to look into this matter for you and ensure your refund is processed as quickly as possible.
To assist you further, please could you contact our Customer Care team directly on 0161 393 7057? This will allow us to locate your return, investigate the status of your refund, and provide you with a clear update. Our team will be able to access your account details and resolve this matter promptly.
Once your refund has been processed, please allow up to 5 working days for the funds to reach your account if you paid by card.
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
Good Morning John,
I hope you are well, thank you for taking the time to leave your review!
We are over the moon you enjoyed your time shopping with Hipstore, however somethings must come to an end sadly. Thank you for your feedback.
Kind regards,
Georgia,
Hipstore Customer Care.
Scammed
Placed an £160 order on the website, 2 minutes after checkout £110 of the order was cancelled and an email to say they’re not in stock.The remaining items where delivered but still 2 items missing that I’ve been charged for.
There is now only a phone number to contact them on that no.one answers
No way of getting a refund as the company is ceased trading
Absolute scam
August 31, 2026
Unprompted review
Reply from HIP
Dear Tom,
My name is Sarah from The Hip Store Customer Care.
I hope this message finds you well. I am truly sorry to hear about the difficulties you have experienced with your recent order.
I understand how frustrating it must be to have part of your order cancelled shortly after checkout due to stock issues, and then to find that you are still missing items from the delivered portion despite being charged. I also appreciate your concern regarding the challenges you've faced trying to reach us by telephone.
I want to assure you that The Hip Store is committed to resolving this matter for you. To address the missing items you've been charged for, our Customer Care team will need to review your order details and help with your query. Please contact our team directly on the number available on our website at https://www.thehipstore.co.uk/, and they will be able to assist you quickly and efficiently.
I understand this situation has caused you inconvenience, and I want to ensure we put this right for you as swiftly as possible.
If you have any further questions or immediate concerns, then please do let me know.
Kind regards,
Sarah,
The Hip Store Customer Care.
Great quality items
Great quality items, competitive prices. The online shop is very easy to use. Speedy delivery. Overall 5* service.
June 7, 2026
Reply from HIP
Dear Jamie,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I wanted to reach out to personally thank you for taking the time to leave us such a wonderful 5* review.
It's fantastic to hear that you found our items to be of great quality at competitive prices, and that you had such a positive experience with our online shop and delivery service. Feedback like yours is incredibly valuable to us and helps our team continue to improve the service we provide to all our customers.
We truly appreciate your support and look forward to welcoming you back soon.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
I've used this website many times for…
I've used this website many times for work (costume) and personal items. Great selection of quality products, fast delivery and excellent customer service.
August 2, 2026
Reply from HIP
Dear N C,
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 experience with us.
It's fantastic to hear that you've found our selection of quality products helpful for both your work costume needs and personal items, and that our delivery and customer service have met your expectations. Feedback like yours is incredibly valuable to us as it helps us continue to improve our service and ensures we're providing the best possible experience for our customers.
We truly appreciate your continued support and look forward to serving you again in the future.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Poor customer service
Great trainers but 3 pairs i never received and have been charged for. Impossible to get a response from them, have sent them all the information about which ones are missing and been ignored. Poor customer service avoid
September 4, 2026
Unprompted review
Reply from HIP
Dear Craig,
I'm truly sorry that you've felt unheard when reaching out to us previously. I can see this has been frustrating for you, and I'd like to help resolve this as quickly as possible.
To investigate this matter thoroughly and locate your missing items, I'd like to invite you to contact our team directly. You can call us on 0161 393 7063, and we're available Monday to Friday from 08:00-19:00 and Saturday to Sunday from 09:00-18:00. Alternatively, you're welcome to submit your query through our webform at https://www.size.co.uk/customer-service/contact/. This will allow us to access your order details and work with you to find a resolution.
Kind regards,
Jimmy,
size? Customer Care.
It’s a shame The Hip Store is closing…
It’s a shame The Hip Store is closing down.
I’ve managed to get a few pair of trainers in the sale for the family. Went to buy a-few more and clothing.
All my orders was cancelled but stock still showing online to purchase. Needs a website that states when items are out of stock like other companies.
Given up trying to buy now and will purchase elsewhere, where I know I actually going to receive the goods.
August 2, 2026
Reply from HIP
Hi Tracey,
Thank you for taking the time to leave your review and share your feedback with us.
I'm sorry to hear about your experience with the cancelled orders. I've sent you an email to discuss this further and see how we can help.
Please check your inbox, and feel free to reply if there's anything else we can do for you.
Kind regards, Rehan, The Hip Store Customer Care.
I order an item on 08 08 2026 still…
I order an item on 08 08 2026 still didn't get my item and didn't even get any help from the customer service what's going on this is my order number 346109875
August 25, 2026
Unprompted review
Reply from HIP
Dear Sim,
I'm truly sorry that your order hasn't arrived yet and that you haven't received the support you were expecting from us.
I can see this has been concerning for you, and I'd like to ensure we get this resolved for you as quickly as possible. To look into your order in detail and provide you with an update on its status, I'd be grateful if you could get in touch with our Customer Care team directly. You can contact us through our online webform at https://www.thehipstore.co.uk/customer-service/contact/ or by calling us on 0161 393 7057. Our team will be able to access your order information and provide you with a full update. Our opening hours are Monday to Friday: 08:00-20:00 and Saturday: 09:00-18:00.
Kind regards,
Jimmy,
The Hip Store Customer Care.
Multiple items not in stock - avoid
I ordered 3 items from the website 2 weeks ago, immediately after paying (and the money being taken from my account) I received an email advising 1 item had been cancelled (the item I wanted the most) due to there being no stock. A few days later I received another email advising another item had been cancelled due to no stock, meaning I would only be receiving 1 item out of a possible 3. This was super annoying as the delivery was £5.95 which is pretty steep anyway but then to have 2 items cancelled days apart and especially the item I actually wanted (Birkenstock Naples) was frustrating. I received the 1 item within the delivery time frame.
Stupidly, tonight, I went back on the website and saw that Birkenstocks were back in stock in another colour so I re-ordered them along with 1 other item. As soon as I had paid I received an email advising the Birkenstocks had been cancelled again due to no stock. Paid £5.95 to receive 1 item again that wasn’t even the item I actually wanted, I just added it to the order as a ‘why not’.
Annoying and concerning that your website shows stock online (you can still buy the out of stock Birkenstocks on the website right now) but as soon as you’ve taken the money it’s cancelled?! I understand you’re closing and you’re receiving a high number of orders but how can you justify taking someone’s money immediately when the items aren’t even in stock for purchase?
August 21, 2026
Unprompted review
Reply from HIP
Hi Tamara,
Thank you for getting in touch. Apologies for any inconvenience caused. Please follow the link I have attached to contact our team, submit a contact form and a team will be in touch to assist further: https://www.thehipstore.co.uk/customer-service/contact/
Many thanks,
Sidrah.
Ordered trainers with no reply that…
Ordered trainers with no reply that they cancelled the order I have had not 1 email will be writing on other pages to warn people of this site
August 21, 2026
Unprompted review
Reply from HIP
Dear Customer,
Thank you for getting in touch. Apologies for any inconvenience caused. Please follow the link I have attached to contact our team, submit a contact form and a team will be in touch to assist further:
https://www.thehipstore.co.uk/customer-service/contact/
Many thanks,
Sidrah.
Should have listened to the reviews
Should have listened to the reviews, placed an order for a pair of shoes available on the website. Not even 2 minutes after placing I get a cancellation email to say they’re not in stock. I then go back onto the website to check and they are still available to purchase. Hoping I get my refund and that this company is not a scam.
August 20, 2026
Unprompted review
Reply from HIP
Hi Sorrel,
Thank you for getting in touch. Apologies for any inconvenience caused. Please follow the link I have attached to contact our team, submit a contact form and a team will be in touch to assist further: https://www.thehipstore.co.uk/customer-service/contact/
Many thanks,
Sidrah,
Hipstore Team.
I received the wrong pair of shoes and…
I received the wrong pair of shoes and contacted the company to try to resolve the issue, but received no response. I returned the shoes and requested a refund, only for the return to be refused on the basis that “there is nothing wrong with them.”
The issue was never that the shoes were faulty . I was sent the wrong shoes in the first place. I provided clear proof showing that the shoes I received do not match the pair stated on my receipt/order. Despite this, they refused to accept the return and refund me.
To make matters worse, I was also required to pay for the return shipping. Very disappointing customer service and a frustrating experience. I would not recommend ordering from them.
August 20, 2026
Unprompted review
Reply from HIP
Dear Anna,
Thank you for contacting us at The Hip Store Customer Care regarding your recent experience with your order.
I'm truly sorry to hear about the confusion with your order and that you've had such a frustrating experience with us. I can see this has been really disappointing for you, and I appreciate you taking the time to share your feedback with us.
I'd really like to help get this resolved for you. To look into what's happened with your order and return, I'll need to access your account details. As you've contacted us through Trustpilot, I don't currently have access to your order information. Please could you get in touch with us directly using the following link: https://www.thehipstore.co.uk/customer-service/contact/. This will allow our team to review your order, the return, and work with you to find the right solution.
When you contact us, please include your order number and any photos or evidence you have showing the difference between what you ordered and what you received. This will help us resolve this as quickly as possible for you.
Once you've submitted your query, one of my colleagues will be in touch to assist you further. We're committed to making this right for you.
We'd love to hear your thoughts on the support you've received today. Once your query has been fully resolved, you'll receive a brief survey via email, and we'd really appreciate your feedback. If there's anything you're not happy with before then, please don't hesitate to get back in touch with us first so we can help.
Kind regards,
Rehan,
The Hip Store Customer Care.
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