Customer Care
Advice and answers from the Highsnobiety team.
What is your Return Policy?
You have 14-days from receiving your order from our online shop to request a return. Your order might be subject to fees and taxes.
Your return must comply with our standards: Items must be unwashed, unworn, and in sellable condition to be eligible for a refund. Item/s returned to us that do not meet the above criteria will be: A) Not eligible for a refund and B) Returned back to you.
For footwear returns: Please refrain from using the shoe box as the shipping package, we encourage you to keep the box your order was received in and simply return it back in the same box. We will unfortunately not accept any returns that fail to comply.
Please note: Underwear and intimate jewellery are not eligible for a return or refund.
Returns made outside of the 14-day return window will unfortunately not be eligible for a refund.
You can cancel and return eligible orders here.
Returns from EU region, UK, USA, and CA
You have 14-days from receiving your order to place return.
In the case of a return, we will refund the product price paid, given the return complies with our policy.
We currently offer free returns for purchases made through the Highsnobiety online store.
Return preparation: The order must be sent in the original packaging and arrive in the condition as received; Please place all the documents originally enclosed back inside the box. The respective return label must be printed and placed on the outside of the parcel.
Footwear returns: Please refrain from using the shoe box as the shipping package, we encourage you to keep the box your order was received in and simply return it back in the same box. We will unfortunately not accept any returns that fail to comply.
Please reach out to [email protected] where we will provide you with a return label
Returns from Germany
You have 14-days from receiving your order to initiate a return. In the case of a return, we will refund the product price paid, given the return complies with our policy. The return shipment is free of charge using the return label provided in the box or via the respective link below.
You may use this link to create your return label.
Exemptions to the return policy include: Underwear and intimate jewellery.
Return preparation: The order must be sent in the original packaging and arrive in the condition as received; Please place all the documents originally enclosed back inside the box. The respective return label must be printed if created via the link and placed on the outside of the parcel.
Footwear returns: Please refrain from using the shoe box as the shipping package, we encourage you to keep the box your order was received in and simply return it back in the same box. We will unfortunately not accept any returns that fail to comply.
The goods will be returned to:
Highsnobiety
c/o Moodja GmbH
Leipziger Strasse 20
14612 Falkensee, Germany
Please consider that once the return has arrived at our warehouse our staff needs to assess whether all returned items meet the necessary criteria, which might take between 7-10 business days after arrival. We will process your refund to the payment method used to make the purchase. Depending on your bank, the refund could take up to 30 days to show in your account.
To note: Returns made outside of the 14-day return window unfortunately will not be eligible for a refund. Should you wish to use a a different postal service, we will unfortunately not bear the cost of any lost or damaged parcels.
Returns from Rest of World Countries
You have 14-days from receiving your item to request a return. Please send an email to [email protected] stating your order number and let us know you wish to make a return; We will then validate your return accordingly.
The customer is responsible for all respective return fees, duties & taxes. You may drop your parcel off at your most convenient post office and pay for the according shipping documents. See below for shipping address.
We will refund the full product price (excluding initial shipping costs and applicable duties and taxes). Exemptions to the return policy include: underwear and intimate jewellery.
Preparing the return: The order must be sent in the original packaging and arrive in the condition as received; Please place all the documents originally enclosed back inside the parcel.
For footwear returns: Please refrain from using the shoe box as the shipping package, we encourage you to keep the box your order was received in and simply return it back in the same box. We will unfortunately not accept any returns that fail to comply.
The goods should be returned to:
Highsnobiety
c/o Moodja GmbH
Leipziger Strasse 20
14612 Falkensee, Germany
Once our warehouse has received your item(s) and checked that they are in their original condition, we will process your refund to the payment method used to make the purchase. Depending on your bank, the refund could take up to 30 days to show in your account.
Please note: returns made outside of the 14-day return window will unfortunately not be eligible for a refund. Should you wish to use a a different postal service, we will unfortunately not bear the cost of any lost or damaged parcels.
Can I exchange an item?
We are unfortunately unable to offer exchanges regarding different products.
What we would recommend is that you return your item for a refund (pending it's condition) and place a new order on the on the HS shop site so that we can ensure the stock is reserved for you. Bear in mind, if you won't see your size or your product on our shop, that means it has been sold out.
One or multiple items are missing from my order, what should I do?
We’re sorry there’s an item missing from your order!
Please send an email [email protected] and state your order number as well as which item is missing and in which quantity.
In case the outer packaging of your parcel arrives looking damaged please send us pictures. In this instance, we can open a case for you via FedEx/DHL.
In order to ensure speedy handling please also reach out to FedEx/DHL using the link below and state your tracking number in your inquiry.
I have received the wrong item, what should I do?
We're very sorry the wrong item has been shipped to you!
Please reach out to our customer care or email to [email protected] and state your order number. We will provide you with a free return label.
I have received a damaged item, what should I do?
We’re truly sorry if you’ve received a faulty item!
It is important to please send an email to [email protected] and state your order number.
In order for us to get a better idea of the issue please send us pictures of the damaged item as well. We will provide you with a free return label.
I have shipped an item(s) back for return, when will I be refunded?
Once our warehouse has received your parcel and ensured their original condition, we will process your refund to the payment method used to make the purchase. This may take up to 5 business days from the time of return shipment being delivered.
Please allow 3-5 business days for the credit to appear back in your account.
Please note: Returns made outside of the 14-day return window will not be eligible for a refund. If an item is returned to us in a condition that is not sellable (unless stated otherwise) the item/s are therefore unfortunately not eligible for a refund.
Where do you ship to?
* Your order may be subject to customs duties or fees, that are not included in the price and have to be borne by the customer upon delivery. We recommend you contact your local customs authority to determine a landed cost price prior to the completion of your order.
** Working days are Monday to Friday with the exception of public holidays in Germany. We strive to dispatch your order within 72h from the order date. From there the delivery quotes are valid as stated.
Due to the impending closure of our online store, there has been an increase in shipping costs to some locations. Please see the price information for your location below:
Austria From EUR 12 2-6 working days
Belgium From EUR 12 2-6 working days
Bulgaria From EUR 12 2-6 working days
Canada From CAD 41 5-10 working days
China * From CNY 560 5-10 working days
Croatia From EUR 12 2-6 working days
Cyprus From EUR 12 2-6 working days
Czech Republic From EUR 12 2-6 working days
Denmark From DKK 80 2-6 working days
Estonia From EUR 12 2-6 working days
Finland From EUR 12 2-6 working days
France From EUR 12 2-6 working days
Germany From EUR 6 2-4 working days
Greece From EUR 12 2-6 working days
Hong Kong * From HKD 600 2-6 working days
Hungary From EUR 12 2-6 working days
Iceland * From 3700 Kr 5-10 working days
Ireland From EUR 12 2-6 working days
Italy From EUR 12 2-6 working days
Japan * From JPY 5,900 5-10 working days
Latvia From EUR 12 2-6 working days
Lithuania From EUR 12 2-6 working days
Luxembourg From EUR 12 2-6 working days
Malaysia * From USD 60 5-10 working days
Malta From EUR 12 5-10 working days
Mexico * From USD 60 5-10 working days
Netherlands From EUR 12 2-6 working days
Poland From EUR 12 2-6 working days
Portugal From EUR 12 2-6 working days
Puerto Rico * From USD 60 5-10 working days
Romania From EUR 12 2-6 working days
Singapore From SGD 100 2-6 working days
Slovakia From EUR 12 2-6 working days
Slovenia From EUR 12 2-6 working days
South Africa * From USD 60 5-10 working days
South Korea From USD 60 5-10 working days
Spain From EUR 12 2-6 working days
Sri Lanka * From USD 60 5-10 working days
Sweden From EUR 12 2-6 working days
Switzerland From CHF 24 2-6 working days
Taiwan * From USD 60 5-10 working days
UAE * From USD 60 5-10 working days
UK From GBP 23 2-6 working days
USA * From USD 30 2-6 working days
Will I have to pay customs fees for my international order?
If your shipping address is not within the EU, Switzerland, Canada, South Korea or The UK customs duties or fees may apply. We advise you to contact your local customs authority to find out more about fees.
How long will my package take to arrive?
Please find a list of estimated delivery times here.
The delivery dates quoted on our shop are from the date of dispatch to delivery. We hold ourselves accountable to shipping your order within 72h from the order date. From there the delivery quotes are valid as stated.
Bear in mind: Delays or issues in delivery and shipping may occur, we ask for your patience and understanding around our limited agency in solving these issues with our courier partners.
We ask that you reach out to the respective courier regarding the shipping journey or information about your parcel. Please follow the link below to find the appropriate contact information for the courier.
Who are your shipping partners?
For outbound orders placed on our shop our shipping partners are listed below:
Within Germany: DHL
Within EU / EEA: Local carriers, DHL & FedEx
Rest of World: FedEx
Forwarding Services
When shipping orders to freight forwarders, it's important to be aware that we retain the right to cancel such orders and issue a complete refund. Orders dispatched to freight forwarders often entail intricate logistics, posing a higher risk of potential complications during the shipping journey. To uphold the efficiency and dependability of our services, we have instituted a policy that involves canceling orders sent through third-party forwarding services, mitigating potential issues that may arise.
In the unfortunate event of missing items from orders placed via forwarding services, we must emphasise that the company cannot be held accountable for such instances. Customers utilising freight forwarders assume full responsibility for the delivery and condition of their orders once they have been dispatched to the forwarding address.
Regrettably, the company will not assume any costs related to missing items when orders are placed with forwarding services. Customers are expected to bear the responsibility for any supplementary shipping fees, taxes, or customs charges incurred as a result of utilising a freight forwarding service.
We appreciate your understanding and cooperation in adhering to these policies to ensure a smooth and efficient shopping experience.
Courier Contact Information
Please find the respective contact details for our courier partners below. We kindly ask for your patience and understanding when it comes to courier delays and unexpected events in their network. For all other questions, please reach out to our customer service team.
Please note: Highsnobiety is not responsible for any delays or issues that our couriers may face.
DHL International – Global Customer Service
Please follow this link to direct you to the DHL global customer service landing page.
FedEx International
Albania
Austria
Bahrain
Belgium
Bermuda
Bulgaria
Canada
China
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong
Hungary
Iceland
Ireland
Italy
Japan
Latvia
Lithuania
Luxembourg
Malta
Malaysia
Mexico
Monaco
Netherlands
Poland
Portugal
Romania
Singapore
Slovakia
Slovenia
South Korea
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
UAE
UK
USA
My order has been shipped, can I change the shipping address?
Once the order has been shipped no re-routing will be possible. You can try to reach out to the shipping company and ask for a re-routing however we can’t assure you that a re-routing is possible.
Please note: in general, where re-routings are possible the new shipping address must be within the same country/state.
The status of my tracking link is on delivered but I haven’t received anything yet.
Please reach out to the shipping provider and make sure to state your tracking number and explain the situation. They will get in touch with the driver and get back to you.
Should they not be able to provide any further information, please reach out to us by email at [email protected] and we will raise an investigation.
How can I cancel my order?
Once your order is paid for, our warehouse team will begin processing and preparing the order for dispatching.
You can still request to cancel an order by reaching out to our customer care via email at: [email protected]. However, depending on the status of the order we cannot guarantee that a cancellation will be possible.
Please note: We are unable to make amendments regarding item/s on orders placed. If you have ordered an undesired item/s we can only cancel your whole order.
Can I modify my order?
Once dispatched, we unfortunately cannot accept any amendments to your order. Should you wish to make any changes before this point, please reach out to [email protected] and we will see if this is possible!
If you wish to return an item that has been purchased, please refer to our returns page.
How can I change my shipping address?
Our warehouse operates effectively and timely - In case your order hasn’t been received by our warehouse yet we can change your shipping address as long as the address is in the same country/state.
Promptly contact customer care by email at [email protected]. Please don’t forget to mention your order number.
Email our shop team
For any questions you may have that cannot be answered here, please feel free to send us an email to [email protected]