You will receive an email once your order has shipped containing your tracking number. If your tracking has not updated yet, please allow 24-48 hours for the couriers to update it. Although rare, some delays may occur while your order is in transit. We will do the best we can to get your order delivered to you. However, if your tracking has not updated more than 6 business days please get in touch with our Customer Support Team who will be able to assist you. 

You can cancel items or orders that have not entered the shipping process yet by contacting our customer support team. Once an order is in fulfillment, unfortunately, we cannot cancel the items or orders. In this case, please see our return policy. 

Before contacting our customer support team, we recommend checking the following:

• Check your shipping confirmation email to see if your order is being shipped in separate parcels.
• Sometimes our items have to be sent from different warehouses due to stock availability.
• In this case, you may receive a separate email that some items in your order are on the way, containing further information, and the remainder of the items in your order will arrive shortly afterwards.

At the moment, we only ship our products within the United States. We will make announcement on our website when we start shipping internationally.

We know a quick delivery is important to you and we are working hard to achieve that. But please be patient, all orders are generally shipped within 2-3 business days after your order is processed using our partners shipping provider and it will take to arrive at your address approximately as follows:

• Standard Shipping (2-5 business days);
• Economy Shipping (4-8 business days); and
• Free Shipping (6-10 business days).

Please note that the shipping charges for your order will be calculated and displayed at checkout. 

We provide “FREE SHIPPING” for orders over $75 within United States.

Here are things you need to know:

• You will receive a confirmation email once your order is in placed followed by;
• A second email containing your tracking information once your order has been shipped from our warehouse.

Most packages arrive on time. However, order sometimes show up after estimated delivery date. Possible reasons include the following:

• Incorrect address
• Missing apartment, building, floor, or unit number
• Severe weather conditions
• Custom procedures

Here are helpful recommendations:

• Track your package and confirm estimated delivery date.
• Confirm your shipping address. Please keep your address information up to date and add delivery instructions to your address.
• Check payment processing in your orders.
• Wait 48 hours to allow unexpected delays.

If tracking shows as delivered in your orders but you cannot locate your item(s):

• Try your safe place location, check with neighbors if safe to do so or contact the carrier (some carriers deliver until 10 pm).
• Verify the shipping address in your orders.
• Look for a notice of attempted delivery.
• See if someone else accepted the delivery.
• Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
• If you still have not receive your package after all the above recommendations, contact us within 30 days of expected delivery. We'll do the best we can to help.

We get it – sometimes something just doesn’t work for you, and you want to return or exchange. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return and a full refund, your item must be in the same condition that you received it, unworn, unused, unwashed, with tags, and in its original packaging. You'll also need the receipt or proof
of purchase. To start a return:

• Log in to your account from the store’s navigation menu or click here.
• You will need to enter your email address and password, and then click continue.
• Find and click the order that you want to submit the return for.
• If your order has more than one item, then select the item/s that you want to return.
• Select a return reason and add a note for the store.
• Click “Submit request”.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and free return shipping label. Please keep in mind that to be eligible for a refund, your item must be in the same condition that you received it, unworn, unused, unwashed, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. All items are inspected on return. Items sent back to us without first requesting a return will not be accepted. Please note that depending on your location, shipping your items may take longer than expected. You can always contact us for any return questions at support@hochsteigen.com.

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you prefer a faster way of refunding your money back, you can request for a no expiry gift card balance instead, which you can use to purchase items from our store.

If more than 15 business days have passed and you have not received your refund since we have approved your return, please email us at support@hochsteigen.com.

The fastest way to ensure you get what you want is to submit a return and refund request for the item you have, and once the return is accepted, make a separate purchase for the new item. To be eligible for a return and a full refund, your item must be in the same condition that you received it, unworn, unused, unwashed, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like special orders or personalized items. We also do not accept returns for hazardous materials, and flammable items. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on items on sale or gift cards.

We cannot always give a heads up about when products will be restocking as it always subject to change. You can also sign up for our VIP list to be the first to know of our product inventories, new arrivals, exciting deals, blogs, and more!

To be the first to hear about our exclusive offers, sales, new arrivals and more, just simply sign up with your email. You also get an instant 20% discount on your first order for becoming our VIP.

No it's not mandatory. But it is highly recommended. Indeed, it will allow you to find your history, edit your addresses and track your parcel online faster. You will also be notified of new products and special events.

Absolutely not. We never have access to this information. It is the company Stripe that deals with it. Your data is completely safe.

We accept Visa, MasterCard, American Express, Discovery cards, and more! Alternatively, you can finalize your order with PayPal payment service.

The debit on your credit card comes when we ship your item(s). All bank transactions are protected and managed by the stripe company.

We always aim to make your shopping experience as smooth as possible, so contacting us is fast and easy. Just simply fill in the send us a message form from our contact page or email us at support@hochsteigen.com. Our team will be in contact within 48 hours.