FREQUENTLY ASKED QUESTIONS
Information about returns
Take your time and try the articles on comfortably at home and in combination with your favourite pieces. You have 30 days from the date of delivery to decide whether to keep your items. Please be aware that only unworn, unwashed and unused products with original labels attached qualify for a return. To start the return process and receive a returns label for your order, please use our returns portal.
We partner with DHL for returns from Hong Kong. In order to find a drop off location nearby you, please visit the DHL portal https://www.dhl.com/en/express/shipping/find_dhl_locations.html. Please contact the DHL Customer Service in order to arrange the collection of your returns parcel.
It is helpful to keep the original return shipment slip until you have received confirmation of our receipt of your return shipment for possible enquiries or in the event of the package getting lost.
It can take several days for your return shipment to be received and checked by our staff at our warehouse in Germany. You will receive an e-mail notification once we have processed your return shipment. The time taken for the refund to arrive in your bank/credit card account can vary and depends upon the speed of your bank's processing procedures.
Products which were unsealed after delivery and are thus not suitable for return due to health protection or hygiene reasons do not qualify for a return. For an exhaustive list of the products that cannot be returned please see our Terms and Conditions.
Please note that we do not process exchanges on orders placed on hugoboss.com.