Your metal product orders will be dispatched within 3 business days, while neon and custom orders will have a dispatch time of 21 business days. We are dedicated to making every effort to ensure the prompt and secure delivery of your order.
Europe / North America
All European orders are dispatched from the HOAGARD Solingen Shop in Germany. Delivery time frames vary depending on the destination country, with a maximum delivery time of 4-5 days for metal items to European countries. It's important to note that for neon and custom items, the delivery time is 21 business days.
For all North American orders, we utilize DHL EXPRESS for a tracked service. Similar to European orders, delivery time frames vary across countries, and the maximum delivery time for North American countries is 4-5 days for metal items. For neon and custom products, the delivery time is 21 business days.
If you require a shipping quote, please proceed to checkout with your desired items.
Upon placing an order, you will receive an email containing your order confirmation and a comprehensive list of your selected items. Following the dispatch from our warehouse, a second email titled 'Shipping Notification' will be sent, providing a detailed list of your items and a 'Track your order' link. Follow this link to access your tracking information. Please note that tracking updates only once scanned by the shipping company, so allow 24 hours for it to reflect any changes.
It is important to note that the estimated delivery time frames provided at checkout and above are not guaranteed. These time frames are indicative, providing our customers with an approximate 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.
In the event of a missed delivery, you will receive a calling card from the shipping company containing instructions on the next steps.
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 - email@example.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 : firstname.lastname@example.org
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.
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.
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 dispatch 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 color desired being out of stock or the item not passing inspection, we will immediately notify you by email.
Please note that for neon products, a warranty period of 1 year is applicable. If you have any further questions or concerns regarding the exchange process, feel free to contact our customer service
Please send all exchanges and returns to the below address, ensuring you include a returns form or sufficient information to process a return/exchange.
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.
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 email@example.com
For all European and International orders, if your parcel is undelivered outside of the ETA time please contact firstname.lastname@example.org
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.