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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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
Fantastic value on Hoka trainers so good I bought 2 pairs for less than the original price for one pair. Both items delivered promptly and at the time and date specified. No complaints good service t... See more
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
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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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Reply from HIP
Dear Simon,
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 personally thank you for your recent review regarding your experience with us.
Your feedback about our service and value for money truly means a great deal to our entire team. Hearing from customers like yourself helps us to continue improving our services and ensures we're delivering the experience you deserve. It's wonderful to know that we've met your expectations, and we're genuinely grateful that you've taken the time to share your thoughts.
We really do appreciate your custom and look forward to welcoming you back to The Hip Store 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.
Reply from HIP
Dear Stevie,
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 heartfelt thank you for your wonderful review. It's genuinely fantastic to hear that you were pleased with both the product quality and the speed of delivery – feedback like yours truly makes our day!
Your kind words mean a great deal to our entire team. Reviews such as yours help us to continue improving our services and remind us why we're so passionate about what we do. We're delighted that your experience with us was a positive one, and we really appreciate you taking the time to share your thoughts.
If you have any further questions or if there's anything else we can help you with in the future, please do let me know. We'd be more than happy to assist.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Exactly as advertised including correct…
Exactly as advertised including correct shoe size
2 August 2026
Reply from HIP
Dear Vivian,
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 a review of your recent purchase with us.
It's wonderful to hear that the item was exactly as advertised and that the shoe size was correct. Feedback like yours is invaluable to us as it helps us to continue to improve our service and ensures we're meeting the expectations of our customers.
We truly appreciate you sharing your experience, and I apologise for any inconvenience if this message seems unexpected. Your input makes a real difference, and we're delighted that you're happy with your purchase.
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 Andrew,
My name is Sarah from The Hip Store Trust Pilot Team.
I hope this message finds you well. I just wanted to reach out and say a huge thank you for taking the time to leave us a review – it really does mean a lot to our team. Feedback like yours helps us continue to improve our service and ensures we're delivering the great deals and fast delivery that our customers expect and deserve.
We're delighted to know that your experience with us has been a positive one, and we truly appreciate your support. 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.
Kind regards,
Sarah,
The Hip Store Trust Pilot Team.
Reply from HIP
---
Dear Hannah,
My name is Sarah from The Hip Store Customer Care.
I hope this message finds you well. I just wanted to reach out personally to say thank you so much for taking the time to leave your review. We're genuinely sad to see Hip go, but it means the world to us knowing that we've been a part of the Leeds community and that our service has made a positive impact.
Your feedback truly helps us continue to deliver the level of service we strive for, and we really appreciate your support over the years. It's been amazing serving customers like you, and we're grateful for your loyalty.
If you have any further questions or immediate concerns then please do let me know.
Kind regards,
Sarah,
The Hip Store Customer Care.
I placed an order a week and a half ago…
I placed an order a week and a half ago and the order has not left the warehouse as confirmed by customer service.
I have phoned the customer service twice both individuals super friendly and helpful on the phone both confirming the package has still not been dispatched from the warehouse and that they will chase but no follow on communication has been received. I have emailed twice as well.
Soon approaching two weeks since the order was placed with no signs of communication to confirm the order is on its way. I've been extremely patient and despite multiple attempts to chase no signs of package coming.
Seems to be really mixed experiences please be careful when making a purchase yours might be one of the ones that never leaves the warehouse
10 August 2026
Unprompted review
Reply from HIP
Hey there,
I'm really sorry your order still hasn't left our warehouse after a week and a half I can completely understand your frustration, especially after you've been in touch multiple times without any updates.
This definitely isn't the standard experience we want for you, and I appreciate how patient you've been whilst chasing this up. Please give our customer care team another call so we can prioritise getting this sorted and find out exactly what's happening with your order. We'll make sure you get the follow-up communication you deserve this time.
Thanks,
Jimmy,
The Hip Store Customer Care.
it so good shop
2 August 2026
Had to return as didn’t fit and the…
Had to return as didn’t fit and the return and refund waa quick and simple ! Well done hip
27 July 2026
Disappointed
I was disappointed as my order went through fine, payment taken for two pairs of trainers. Then the order was partially cancelled due to stock issues. Very disappointed as the cancelled trainers were the main reason for the order. I could've returned the second pair for a refund, but they were a much cheaper item and I'd been charged quite a bit for postage so would've been out of pocket.
Please don't take payment for orders you cannot fulfill Hip Store!
2 August 2026
Reply from HIP
Hey Angie,
I'm really sorry to hear about your experience with your recent order. I completely understand how frustrating it must have been to have the trainers you really wanted cancelled, especially when you'd already paid for postage on the full order.
During our sale periods, we do receive a high volume of orders with limited stock availability. We clearly mention on our website before you place your order that stock levels may not always be live during busy periods, and orders may be subject to cancellation if we're unable to fulfil them. This is something we make customers aware of upfront, so it's important to note this when placing orders during peak times.
Thanks,
Jimmy,
The Hip Store Customer Care.
Absolutely superb
Absolutely superb. The price was 2nd to none. Delivered straight away.
2 August 2026
Great price on trainers
Great price on trainers. Gotta be quick though. Quick delivery. Will keep eye out for future bargains. As stated on the site if products not in stock money will be refunded and they quick to do it also.
2 August 2026
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
30 July 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
31 July 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.
31 July 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.
7 August 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 !
7 August 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.
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