• How do I return an item?

You can return an item to us within 14 days after receiving the order. Returning an item to us is at your own expense. To be eligible for a return, your item must be unused and in the same condition that you received it in. It also must be in the original packaging.

• How long does shipping take?

PLEASE NOTE: This does not include the time that we need to process your order to get it shipped out. We always try to ship out your order the same or the next business day. When we have big launches, we may need more time to process all the incoming orders. You can find the estimated shipping/delivery time at checkout.

• How much does shipping cost?

Your shipping will be calculated according to the size of the order you’re placing, the destination it needs to be shipped to and the carrier service of your choosing. The shipping costs vary, please check your shipping cost at checkout. All standard shipping methods are free of charge within Europe, when ordering products valued more than €250. Express (or overnight) shipping do come with extra fees. 

• Will you restock this item?

All of our products are in limited quantities, we will not restock any products. 

IF we do restock a product, we will announce this through our social media channels.

• I don’t have my return form, what do I do?

If you lost or didn’t receive a return form with your order, please contact our Customer Service team at support@hibeciclothing.com, so we can provide you with a new return form.

• Can I change or cancel my order?

After completing your order it is not possible to change or cancel your order, as for your order is processed by our fulfillment team instantly and we are not able to interfere in this process. 

If there is an emergency, please contact us directly through e-mail, contact us at: support@hibeciclothing.com. Our team will try to assist as good as possible regarding the emergency.

• What is your return address?

Our return address is shown on the return note. Please make sure to send your return back to the address that your order has been shipped from. 

• Do you ship to BFPO addresses? 

No. We do not ship to BFPO addresses. 

• Can you confirm you have received my return?

We aim to process returns within 10 business days of receiving them. You will be notified via email once the return is complete. 

We suggest you make a note of the tracking number of your return shipment. This will allow you to track your parcel at every stage of delivery, including arrival. Please note that it could take us time to process that your return has arrived, which means that it may take longer before you receive confirmation by e-mail.

Should you have any questions about your return, please feel free to contact our Customer Service team.

• Do you ship to my country?

Please check in our checkout page if we are able to deliver at your requested address. We aim to ship to all countries worldwide.

• Where is my order?

You can find the status of your order in your account on our website. If your order has been dispatched you have received a shipping email with your tracking number. With this number you can track your parcel.

• Where can I find more information on a product?

All our products in our webshop are provided with a product description and product code. Please scroll down on the product page to find the product description.

• How long will it take before I receive my refund?

Refunds are normally processed within 10 business days after arrival. 

• There is a problem with the order I received.

If you have a problem with the order that you received, please contact our customer service team by sending an e-mail. For instance: you have received a wrong item or if the item has a defect. If necessary, attach a picture of the problem that you are facing. To make it easier for us to find you in our database, please include your order number in the e-mail subject. Our customer service team will get in touch with you as soon as possible and will see how they can find a suitable solution for you. You can reach our customer service at support@hibeciclothing.com.

• Do you ship to PO Box addresses?

No. We do not ship to PO Box addresses.

• Can I change the shipping address?

For all orders placed online we provide the option to ship to an address different from the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details please contact our Customer Services team immediately via e-mail and we will try to amend them.

Please note, due to the speed of processing orders, we can make no guarantees to change addresses prior to shipping. As soon as your order has been locked for processing, we are unable to amend the shipping address.

• Do I pay customs & import charges if I live outside the EU?

Customs and import duties are charged once the parcel reaches its country of destination. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot calculate these costs upfront as customs policies and import duties vary widely. You can try to get in touch with your local customs office for current import rates/ charges before you order, so that you will not be surprised by the extra costs that may occur. 

Customers take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will be deducted from your refund.

• How do I know if my order was successful?

You will receive a confirmation e-mail as soon as your order has been placed and is being processed. You will receive a further dispatch confirmation email once your order has been picked, packed and is ready to be dispatched. 

If any other issues occur, our customer service team will get in touch with you to let you know what is going on. 

•  Can I exchange my order?