Returns, Exchanges, and Refunds

Last updated September 19, 2024

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:

1. Log in to your account from the store’s navigation menu or click here. 
2. You will need to enter your email address and password, and then click continue.
3. Find and click the order that you want to submit the return for.
4. If your order has more than one item, then select the item/s that you want to return.
5. Select a return reason and add a note for the store.
6. 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.

Damages and Issues

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.

Exchanges

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

Refunds

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 on 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.