Client services
How do I contact client services?
Write to us at destek@newhiddentab.com. We reply within two business days.
Do I need an account to place an order?
No. You can check out as a guest.
To follow an order, request a return or cancel an item, sign in at your account with your email address. You receive a six digit code by email, no password is needed.
How do you protect my personal information?
We handle personal data under Turkish data protection law. See our Privacy Policy and Cookie Policy for details.
Shopping
How do I place an order?
Select your item and add it to the bag, then go to checkout to enter your delivery and payment details.
You receive a confirmation email once the order is placed.
Can I change my order after placing it?
Items cannot be added to an existing order. To make a change, cancel the order and place a new one.
Can I cancel my order?
Yes, before it is dispatched. Sign in at your account, open the order and request a cancellation.
Once the order has been handed to the carrier it cannot be cancelled, but you can return it after delivery.
What is a pre-order?
A pre-order lets you buy an item before it is released. The estimated shipping date is shown on the product page.
Dates shown are estimates and no dispatch guarantee is given. If your cart contains both pre-order and in-stock items, the in-stock items are shipped separately at no additional cost.
I have not received any emails from you.
Check your junk or spam folder first. If nothing is there, the email address on the order may be wrong. Write to us at destek@newhiddentab.com and we will correct it.
Payment
Which payment methods do you accept?
Visa, Mastercard and American Express.
Which currency am I charged in?
Prices may be displayed in US dollars for reference. Payment is always collected in Turkish Lira, and your bank may apply a currency conversion.
When is my card charged?
At the moment you confirm the order.
Can I pay in instalments?
Instalments are available on Turkish credit cards, depending on your bank. Options are shown at checkout.
Is my payment secure?
All transactions run through a secure payment provider. Card numbers are never stored on our servers.
My payment was declined.
Check that your card details are correct and that your card is open to online and international transactions. If the problem continues, contact your bank.
Shipping
How much is shipping?
Türkiye — free
United States — 40 USD
European Union — 40 USD
United Kingdom — 40 USD
Rest of the world — 50 USD
When is my order dispatched?
Within 2 business days of your order confirmation email. Orders placed after 12.00 on Friday are processed on the next business day.
How long does delivery take?
Türkiye — 1 to 5 business days with Yurtiçi Kargo.
International — 1 to 3 business days with DHL Express, depending on the destination. Customs processing can extend this.
Where do you ship from?
All orders are shipped from Istanbul.
Will I pay customs duties or taxes?
No. Import duties and taxes in the destination country are covered by us. Nothing additional is collected on delivery.
If details are entered incorrectly, the parcel is not accepted, or customs clearance fails for a reason on your side, any resulting costs are your responsibility.
Where is my order?
You receive an email with a tracking link as soon as your order is handed to the carrier. You can also see the status by signing in at your account.
What happens if I am not at the delivery address?
In Türkiye, the parcel is left at the nearest Yurtiçi Kargo branch and needs to be collected within 3 business days. Parcels not collected are returned to us.
For international orders, DHL contacts you to arrange redelivery.
Can I ship to an address different from my billing address?
Yes. You can enter separate shipping and billing addresses at checkout.
How do I receive my invoice?
Your invoice is issued electronically and sent to your email address. No printed invoice is included in the parcel.
Returns
What is your returns policy?
You may withdraw from your purchase within 14 days of delivery, without giving a reason.
The item must be unused and must not have lost its resale condition, even if it was tried on. Return it with the original box, dust bag, tags, invoice and any accessories or gift items.
Items made to order or personalised for you cannot be returned.
How do I return an item?
Sign in at your account, open the order and request a return. Choose the items and a reason, then submit.
Once approved, we email you the return code or label with instructions. The item must be sent within 10 days of your request.
Who pays for return shipping?
We do, both in Türkiye and internationally.
Returns must be sent with the carrier and method we provide. If you use a different carrier, the shipping cost and any damage during transit are your responsibility.
When will I be refunded?
Within 14 days of the item reaching us, using the same payment method you used at checkout.
International returns take longer to arrive because of customs clearance. How long the refund takes to appear on your card depends on your bank.
I paid in instalments. How is the refund handled?
We refund the full amount to the bank in a single transaction. Your bank then returns it to you over the same number of instalments you chose at checkout.
Card payments cannot be refunded in cash.
Is my shipping cost refunded?
Yes. If you withdraw from your purchase, the shipping cost you paid is refunded together with the price of the item.
What happens if my return does not meet the conditions?
The item is sent back to your address at no additional cost.
Can I exchange an item?
Yes, within 14 days of delivery. Submit your request through the Return and Exchange Form.
An exchange can be made for a different option of the same item, or for another item of equal or higher value. Any difference is paid by you, and exchange shipping is on us.
Exchanges depend on stock. If the item you want is unavailable, we process a refund instead.
Product
Will my bag look exactly like the photographs?
Leather and suede are natural materials. Grain, tone and surface vary from piece to piece, and colour can appear differently depending on your screen. This variation is inherent to the material and is not a defect.
How do I care for my bag?
See our Product Care page.
Do your products come with a warranty?
Every item is covered by a one year warranty from the date of purchase against manufacturing and workmanship defects.
Wear from normal use, cuts, scratches, contact with liquids and damage caused by misuse are not covered.
Do you offer repairs?
Yes. Within the warranty period, where a repair is possible, it is carried out free of charge.
Outside the warranty period we will still look at your bag. In that case the repair and shipping costs are yours, and we send you a quote before starting.
Submit your request through the Return and Exchange Form or write to us at destek@newhiddentab.com with photographs.
An item I want is sold out. Will it come back?
We work in limited runs and a closed tab does not reopen. Subscribe to hear about the next one first.
My parcel or item arrived damaged.
Check the parcel on delivery. If it looks damaged or opened, do not accept it and ask the courier to record the condition.
If you find a fault after opening, write to us at destek@newhiddentab.com with photographs. We review your request and get back to you as soon as possible.
