Refund policy
Right of Withdrawal and Returns
In accordance with EU consumer protection legislation, you have the right to withdraw from your purchase within 14 days without providing any reason. The withdrawal period expires 14 days after the day you receive the item.
To exercise your right of withdrawal, you must notify us within this period. Once you have informed us, the item must be returned without undue delay and no later than 14 days from the date of your notification.
The item must be returned in its original condition, including all tags, labels, seals, packaging, and protective materials. You may handle the item only to the extent necessary to establish its nature, characteristics, and function, similar to how you would examine it in a physical store.
Shoes must be tried on indoors only and returned without signs of wear.
If the item shows signs of use beyond what is necessary for inspection, or if tags or protective elements have been removed, we reserve the right to deduct an amount from the refund corresponding to the diminished value of the item.
All returned items are subject to inspection upon receipt.
If a complimentary gift or promotional item was included with your order, it must also be returned. If not, its value may be deducted from your refund.
Personalized or engraved products cannot be returned.
IMPORTANT MESSAGE FOR CUSTOMERS OUTSIDE EU: Customers outside the European Union may be subject to import duties, taxes, and customs fees upon delivery. These charges are the sole responsibility of the recipient. If you have any questions regarding potential import costs, please contact us before your order is shipped. Please note that if an order is refused, unclaimed, or cancelled after dispatch, any return shipping charges, customs duties, import taxes, brokerage fees, or other charges incurred by us as a result of the return will be deducted from the customer's refund. This does not affect your statutory consumer rights under applicable law.
Refunds and Exchanges
Refunds will be issued using the same payment method as the original transaction, unless otherwise agreed.
Refunds may be withheld until we have received the returned item or you have provided proof of return.
Shipping to customer is free, and since no shipping fee was charged at the time of purchase, no shipping costs will be refunded.
Return shipping costs are the responsibility of the customer.
Refunds are processed within 1–5 business days after the returned item has been received and inspected.
We do not offer direct exchanges. If you wish to receive a different item, please place a new order and return the original item.
IMPORTANT MESSAGE FOR CUSTOMERS OUTSIDE EU: Customers outside the European Union may be subject to import duties, taxes, and customs fees upon delivery. These charges are the sole responsibility of the recipient. If you have any questions regarding potential import costs, please contact us before your order is shipped. Please note that if an order is refused, unclaimed, or cancelled after dispatch, any return shipping charges, customs duties, import taxes, brokerage fees, or other charges incurred by us as a result of the return will be deducted from the customer's refund. This does not affect your statutory consumer rights under applicable law.
Return Instructions (EU)
- To exercise your right of withdrawal click the "Cancel Purchase" button and submit your withdrawal request here: https://shopify.com/87445504274/account or contact us at info@hildebrandbags.com before returning any items
INSTRUCTIONS FOR SUBMITTING A RETURN REQUEST VIA YOUR ACCOUNT:
1. Go to the refund policy or a returns page, and then request a return.
2. Sign in to your account:
3. In the "Email" field, enter your email address, and then click "Continue".
4. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
5. Go back to the online store, and then enter a six-digit verification code.
6. Click "Request return" for the order that you want to submit the return for.
7. If your order has more than one item, then select the items that you want to return.
8. Select a return reason and add a note for the store.
9. Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions.
- When exercising the right of withdrawal, the customer is responsible for the cost of return shipping.
- You are responsible for organizing the return shipment
- You are responsible for return shipping costs
- You are responsible for the item until it has been received by us
- We recommend using a trackable shipping service
Please pack the item securely, preferably in its original packaging, to avoid damage during transit. You will get a refund once we have received your returned product and inspected the product, according to guidelines above.
Return Instructions (Outside EU)
-
IMPORTANT MESSAGE FOR CUSTOMERS OUTSIDE EU: Customers outside the European Union may be subject to import duties, taxes, and customs fees upon delivery. These charges are the sole responsibility of the recipient. If you have any questions regarding potential import costs, please contact us before your order is shipped. Please note that if an order is refused, unclaimed, or cancelled after dispatch, any return shipping charges, customs duties, import taxes, brokerage fees, or other charges incurred by us as a result of the return will be deducted from the customer's refund. This does not affect your statutory consumer rights under applicable law.
- To exercise your right of withdrawal click the "Cancel Purchase" button and submit your withdrawal request here: https://shopify.com/87445504274/account or contact us at info@hildebrandbags.com before returning any item.
INSTRUCTIONS FOR SUBMITTING A RETURN REQUEST VIA YOUR ACCOUNT:
1. Go to the refund policy or a returns page, and then request a return.
2. Sign in to your account:
3. In the "Email" field, enter your email address, and then click "Continue".
4. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
5. Go back to the online store, and then enter a six-digit verification code.
6. Click "Request return" for the order that you want to submit the return for.
7. If your order has more than one item, then select the items that you want to return.
8. Select a return reason and add a note for the store.
9. Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions.
- We will provide a declaration form required for shipping
- You are responsible for organizing the return shipment
- You are responsible for return shipping costs
- You are responsible for the item until it has been received by us
- We recommend using a trackable shipping service
Please pack the item securely, preferably in its original packaging, to avoid damage during transit. You will get a refund once we have received your returned product and inspected the product, according to guidelines above.