Shipping & Returns

 Dispatch Times

Your order will be dispatched within 3 working days. 

Europe / North America

HOAGARD offers EXPRESS shipping to all of Europe/North America.

All orders to Europe are shipped via HOAGARD Solingen Shop (Germany) . Delivery time frames vary from country to country. Delivery time is 4-5 days max for Europe countries. 

All orders to North America are shipped via DHL EXPRESS on a tracked service. Delivery time frames vary from country to country. Delivery time is 4-5 days max for North America countries. 

If you would like a shipping quote please proceed to checkout with your desired items. 

Once you made an order you will receive a mail which will show your order confirmation and list of your items. Once your order has been dispatched from our warehouse you will get second mail titeled; 'Shipping notification' this notification will list all of your items and a 'Track your order' link will show. Please follow this link to be redirected to your tracking info. Note tracking will only update once scanned by shipping company, please allow 24 hours for this to update.

Please note the estimated delivery time frames provided at checkout and above are not guaranteed. These time frames are in place to give our customers an idea of delivery dates and should not be seen as 100% accurate. HOAGARD will not be held responsible for any delays in delivery due to courier issues.

If you miss your delivery you will receive a calling card from shipping company which will give instructions on what to do next. 

 

Instructions on cancellation

 

You have the right to cancel this contract within thirty days without giving any reason. The cancellation period will expire after thirty days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us (Hoagard GmbH, Gerichtstraße 21 42651 Solingen/GERMANY - info@hoagard.com) of your decision to cancel this contract by a clear statement via email. You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

The right to cancel does not exist for the following contracts:

 

  • Contracts for the supply of goods that are made to the consumer’s specifications, i.e. goods made on the basis of an individual choice of or decision by the consumer or are clearly personalized.

 

RETURNS & EXCHANGES 

 

We're sure you'll be happy with your HOAGARD purchase but we all change our minds, if you do please read through the information below. As always our customer experience team are only an email away! So any questions you have please email : info@hoagard.com

30 Day Return Policy

If you are for any reason unhappy with your goods we will happily issue a replacement or refund providing they are returned within 30 days of receipt of your order. We highly recommend you to return your item complete with all original tags and original box. If not, please kindly send us an e-mail and we will help you. 

 We strongly encourage our customers to contact us for the instructions before they return their items. 

  If an item/order is returned to HOAGARD outside of the 30-day return period we will issue the customer a Gift Card for the due amount.

If your return does not meet this criteria this policy will not apply.

Returns

For returns, we will inspect the item(s) upon arrival and process the refund within 1-3 business days. Please allow any refund, time to show up in your account or on your card.

Exchanges

Upon receiving your item for exchange we will inspect the items, if it complies with our standards stated above we will then process the order and despatch the new item(s) within 1-3 working days. Standard shipping time will apply on top of the processing time. If any problems occur with your exchange, such as size or colour desired being out of stock or item not passing inspection, we will immediately notify you by email.

Returns Address

 Please send all exchanges and returns to the below address, ensuring you include a returns form or sufficient information to process a return/exchange.

Hoagard GmbH - Gerichtstraße 21 42651 Solingen/GERMANY

 

   CUSTOMS & MISSED PARCELS 

 Customs and Duties

If customs or import duties are charged, HOAGARD covers all additional fees for the customer. 

Unfortunately, we have no control over these charges, and cannot determine what the cost might be, as customs policies and import duties vary from country to country. We advise that you contact your local customs office to find out current charges before you order.

The customer must take full liability for any parcels returned to HOAGARD due to unpaid customs charges or ignored/unseen emails from your customs office or carrier. Postal charges, return shipment costs, customs charges and handling fees will all be deducted from any refund, gift card or requested exchange due.

Missed Parcels

Any items not delivered due to the recipient not being home will generally be returned to a local depot after the second delivery attempt, items not collected from the depot will be returned to HOAGARD, we will then issue a refund of goods MINUS our postal charges and an admin fee for returned items. We advise customers to use an address that they can guarantee someone being there to receive the item (home or place of work) as they will need to be signed for.

 Undelivered Items

Once your parcel leaves our warehouse it is the carrier's responsibility to deliver your package to you. We have very little if any power to influence any non-delivered items. The carrier will explain their procedures as well as any compensation claim processes. We will always do our best to help this process along when contacted by the customer via info@hoagard.com

For all European and International orders, if your parcel is undelivered outside of the ETA time please contact info@hoagard.com
Please allow 10 days after the ETA time before requesting any form of re-delivery or refund. HOAGARD will always do our best to locate and update you on our delivery if needed.