Hidden White Opiniões 

Resposta da Hidden White

2/06/2026

Thank you for your feedback.

We take your comments very seriously and truly value your input. We are a new brand established in London in 2024 and strive to deliver premium quality handcrafted footwear.   

We couldn't locate any previous emails from your registered email address (s****julien@gmail.com), name, or surname. Could you please provide the email and sender name you used to contact us previously? This will help us investigate and resolve this for you right away. Please kindly note that our official support team is available only at info@hiddenwhite.com or cs@hiddenwhite.com.  

Regarding the return process, we checked our Shopify system and haven't received a formal return request yet. Our customer service team is unable to generate a return label without this system notification. 

We also want to address your experience with the insoles. Our Hidden White Exclusive Premium Leather Insoles are engineered with a specific foam density ratio to offer exceptional breathability and moisture-wicking properties. The thicker section features 3D arch support alongside high-rebound molded foam for forefoot flexibility.   

Since you mentioned that you would keep the shoes even though the insoles are too thick for you, we would like to send you a complimentary pair of OrthoLite® Eco™ Insoles. Their thinner profile can free up to a half-size of extra room inside the shoe for better adjustment and comfort. Having said that, we also note your comment that the sizing feels too large. We want to clarify that while a thinner insole offers more wiggle room, it may conflict with fixing a shoe that is already too big. We would like to ask for your clarification as we have some confusion to sort out the best resolution.

Both our leather and OrthoLite insoles are highly rated when they are used with our shoes, with hundreds of positive reviews on our website from customers praising their comfort and quality.
Please let us know if you'd like us to send out those replacement insoles, or if you need help getting the return request and refund sorted. We are always here to help, and we look forward to hearing from you, Julien!

Resposta da Hidden White

2/06/2026

Thank you very much for your support!
Your compliment is a big encouragement to our team.
We truly appreciate you taking the time to share your feedback, and we look forward to serving you again soon!

Resposta da Hidden White

27/05/2026

Thank you for the wonderful compliment! We are thrilled to hear that you find our trainers stylish. Elevating your everyday wardrobe is exactly what we aim for.

Resposta da Hidden White

27/05/2026

Thank you for your compliments!
Our customer experience team strives to assist customers with every step, from sizing enquiries to return requests. We are glad that our service is to your satisfaction. We look forward to serving you again soon!

Resposta da Hidden White

21/05/2026

Hi Abner!
Thank you for your support and compliment!
We are always thrilled to hear that our customers are enjoying our products. We truly appreciate you taking the time to share your feedback, and we look forward to serving you again soon!

Resposta da Hidden White

19/05/2026

Hi Debbie!
Thank you for your warm compliments! We can't wait to serve you soon. Don't hesitate to grab your favourite pairs in our new colours launching in June 2026!

Resposta da Hidden White

19/05/2026

Hi Harold!
Thank you for choosing Hidden White and for your trust!
We strive to provide high-quality shoe wear to customers. Customers' positive feedbacks are the largest encouragement to our team.
Our Aura Leather Chelsea Boots will be restocked in the last quarter of 2026. Don't hesitate to grab a pair for your winter outfit!
We hope to serve you again soon!

Resposta da Hidden White

14/05/2026

Dear Stephen,

We greatly appreciate your feedback regarding the frustration you experienced with our returns process.

Requesting a return label via email is part of our standard procedure, which helps us to manage returns efficiently. We appreciate your cooperation in doing so.

We apologise if the exchange of messages felt protracted. As stated on our website, our customer service team aims to respond within 48 hours. Based on our records, we responded to each of your emails within this timeframe. Of course, we will continue to work on improving our response times.

We would like to gently clarify that at no point did we ask you to throw away the laces or inner soles. In fact, our written response encouraged you to keep these components wherever possible, in line with our commitment to reducing waste for the sake of the environment.

We strive to offer high-quality products and prevent returned products that do not meet our standards from re-entering circulation. Our Returns and Exchanges policy clearly states that, as part of the returns process, customers may need to render the shoes unusable. We do not ask customers to scrap every style, as the style you bought creases very easily when tried on. This is why we request that customers cut the tongues halfway down for a full refund.

We share your concerns about the waste of our products. We sometimes suggest alternatives, such as donating the item to charity and sending us proof of donation instead. Ultimately, we just want to provide customers with a convenient return method.

We understand that our return policy did not meet your expectations, and we are grateful that you have taken the time to share your experience with us.

Thank you for your patience and understanding, Stephen.

Resposta da Hidden White

12/05/2026

Dear Hesham,

We highly value your feedback regarding the frustration you have experienced with your recent purchase and our return process.

As stated on our website, our customer service team aims to respond within 48 hours. Regarding your return request, we replied to your emails on the same day, 7 May. Please note that we require a reason for the return request only because we want to better understand the feedback of our products and service, so that we would know how to further improve and better support our customers. Even if there is no reason provided, we will still approve the request as long as the shoes are eligible for a return (in the same condition when received, unworn or unused, with tags, and in its original packaging).

We are always pleased to support every customer by contacting us via the contact form or the chatbox on our website, our Instagram or Facebook, or email us at info@hiddenwhite.com (as stated on our website). Please also note that hello@hiddenwhite is an automated system reply email which is not available to receive emails.

Regarding the sizing issue you are facing, we provide a size chart for each style. We also understand that every foot is unique, so we continually refine and improve our size charts to ensure the most accurate fit possible, and that's also why we also provide free returns in case customers choose the wrong sizes. In addition, our shoes are meticulously handcrafted, and we source leather that is certified by the Leather Working Group. This means the leather is produced using sustainable practices, supporting environmental responsibility while ensuring comfort.

We understand that the sizing and materials did not meet your expectations, and we truly appreciate you sharing this with us. We remain committed to helping every customer find the best fit.

Thank you for your patience, and we truly value your feedback, as it helps us to grow and improve.

Resposta da Hidden White

12/05/2026

Dear Effiong,
Thank you for your continued support! We are committed to ensuring your satisfaction with both the product and the experience. Your compliments and feedback also help us grow and step forward.
We have more new colours coming in June 2026.
Looking forward to serving you again!

Resposta da Hidden White

22/04/2026

Hi Franco!
Thank you so much for your feedback and your kind words. Your compliment is the biggest encouragement to our team. We strive to assist customers to find their best fit in our collection.
We are always happy to help and hope you can continue to enjoy our products. We look forward to continuing to provide you with excellent products and service.

Resposta da Hidden White

20/04/2026

Hi Jamie! Thank you for your continued support and trust in our brand!
We are striving to provide customers with high quality products and user-friendly platform. Your compliment means a lot to our team.
We look forward to continuing to provide you with excellent products and service.

Resposta da Hidden White

20/04/2026

Hi Vanessa! Thank you for your compliments to our collection.

We sincerely apologise for the delay in the delivery.
We are currently fulfilling orders from our overseas warehouse as our UK warehouse is being restocked in March and April. As a result, the standard transit time could last for 9-11 days, depending on custom inspection time and local carrier volume.
Regarding to urgent order, please don't hesitate to reach us via email. Our logistic team will strive to arrange the shipment at your convenience.

Thank you again for choosing Hidden White!

Resposta da Hidden White

20/04/2026

Dear Gary,
Thank you for choosing our collection and your support!

Large sizes in our collection has been in buoyant demand and our team have been putting effort to fulfil customers' need.

However, it is not easy to raise the production output owing to our present production scale and production timeline. We strived to examine our primary leather to end product thoroughly with strict procedures and scheduled timeframe. This ensures that our products meet the highest standards and live up to our commitment to excellence.

We will pass the request on larger sizes to our R&D team for internal discussion. Every comment and feedback is taken into serious consideration for our brand to innovate and enhance the comfort and experience of our products.

Thank you again for choosing us and we are looking forward to serving you in the future!

Resposta da Hidden White

16/03/2026

Dear Gyusub,

We value your feedback on our product quality. We appreciate you trying Hidden White.

We are committed to transparency and authenticity, and we will address the heritage point you raised.

HIDDEN WHITE was launched in London in 2024 by a group of founding members coming from the UK, Canada, and Hong Kong. Our founders were inspired by British aesthetics, craftsmanship, and the timeless elegance of London's fashion scene. The brand was born from this unique duality: a deep appreciation for British minimalist design, combined with the manufacturing excellence and supply chain expertise that Asia offers. We are proud to be founded in the UK.

To operate our business globally, we have partnered and affiliated with multiple companies in different regions, including the US, Europe, Japan, Taiwan, and Hong Kong. Winglory Global Limited is one of them. This structure allows us to operate efficiently across continents while maintaining our creative and strategic home in the UK. We hope ethnicity won't be a barrier to demonstrating our commitment to providing premium footwear at an affordable price.

Thank you for bringing this matter to our attention, Gyusub. We will continue to improve based on your valuable feedback.

Resposta da Hidden White

11/03/2026

Hi, James!
Thank you for your continued support and trust! Our customer experience team is pleased to be of assistance. We are striving the best for high quality products at both our physical stores and online store.
We look forward to continuing to provide you with excellent products and service.

Resposta da Hidden White

11/03/2026

Hello! Thank you for your support and trust!
Our customer experience team is always glad to be of assistance. We will pass the compliment to Zoe and this is a big encouragement to our team.
We look forward to continuing to provide you with excellent products and service.

Resposta da Hidden White

11/03/2026

Hello, Michael! Thank you for your support and trust! Our customer experience team is pleased to be of assistance. Your positive feedback is a big encouragement to our team. Fulfilling your overall satisfaction is our greatest concern.
We look forward to continuing to provide you with excellent products and service.

Resposta da Hidden White

Actualizada a 6/03/2026

Hi Felix,

Thank you for your kind response.

The giveaway is simply a campaign designed to encourage more people to experience our product. The product is completely free of charge, and we are offering 20 pairs in this campaign alone. We are sorry that you are not satisfied with the shipping arrangements. We will definitely review this for our next campaign.

As mentioned in the giveaway description, it is the responsibility of all the winners to cover the shipping fee. However, it is entirely up to the winners whether they accept or decline the charges, and they are also more than welcome to have the shipment prepared at their convenience. Alternatively, they can wait for the much cheaper shipping cost once we restock the UK warehouse in mid-April.

We have been established in London since 2024. For clarification, we operate our business globally, including in the UK, US, Europe, and Asia. We have multiple partners operating with us in different regions, but this doesn't change the fact that we are a legitimate UK company.

To ensure the best product quality, we have partnered with top-notch Chinese manufacturers who have a long-standing history of working with leading brands in the UK and Spain. This ensures that our products meet the highest standards and live up to our commitment to excellence. We also aim to fulfil orders quickly and reliably. Orders from the UK are shipped from our UK warehouse, unless we are out of stock. Orders from Asia are shipped from our centres in China and Hong Kong. Our warehouse in Germany and the US will be coming soon.

To let our products speak for themselves, we are thrilled to offer free shipping and a 30-day returns policy, so customers can shop with confidence and experience our products personally.

Once again, we're sorry to see that you are upset about the arrangement. We'll definitely review our logistics for our next giveaway campaign.

Thank you for your time on this matter, Felix!