Q. Where can I find important information regarding; shipping, exchange, terms & conditions?
A. To make your shopping experience as pleasant and easy as possible we have gathered all the information that you might need under Hope Service. Here you can find relevant information regarding; Shipping, Exchanges, Payment, Terms & Conditions. You can also find information about our Size Guide and Care Instructions how to best take care of your Hope garment.
Q. How do I place an order from your online shop?
A. To get the correct prices and shipping information you select the country where you are shopping from. You select the country in the upper right corner – “shipping to”.
On the left side at the website you find the Women´s collection and Men´s collection where you can choose products from. When you have chosen the category that you are interested in and found an item that you like, choose the size that you want and click on “add to bag”. Continue selecting products until you have the full set ready, and click on the shopping bag icon up in the right corner at the website. In the checkout, you have 4 stages that needs to be proceeded until your order is complete. If there occurs any problem you are more than welcome to contact our customer service and they will help you further.
Q. When will my order be sent?
A. Under normal circumstances all orders are processed and shipped within one business day from our distribution center in Borås, Sweden. Packaging and processing of the orders are done between Monday and Friday, with exception for Swedish public holidays. The shipping and delivery time are subject to payment clearance and stock availability. Please note that during our sale periods the process and delivery time can be slightly longer due to large number of orders for us to handle.
Q. Can I return or exchange an item in one of your stores?
A. Yes, if you would like to exchange an item that you have bought form our online store you are more than welcome to exchange it in any of our physical stores
We also offer our customers to return their item/items from an online purchase at our stores in Sweden (except for Barkaby Outlet and Åhléns). To return an online purchase in our store do the following:
- To make a return in our store for an order paid with Klarna invoice it is important that you always pay the invoice for the online purchase. The store will refund you on your credit card when you return your item.
- Bring the item that you want to return along with the order or shipping confirmation, which works as your receipt for the online purchase
- The cost of the item will be refunded to your credit card. Please note that the shipping cost won’t be refunded.
- When the refund is completed you will receive a receipt from the shop. It is important that you save this receipt until you see that the money has entered your account.
Q. How can I return or exchange an item that I have purchased?
A. If you´re not satisfied with an item that you have purchased from our online shop we are more than happy to help you return it, or exchange it to a different color or size. The item can be exchanged or returned within 14 days of delivery if it´s unworn, unwashed, not damaged and if it´s in the same condition as when you received it. Read more about how to return or exchange an item under Returns & Exchanges.
Q. How long does it take before my return is processed?
A.When the return has arrived at our warehouse and fulfills HOPE`s return policy we will proceed with your return within 14 days.
Q. Will I be refunded the full amount of my order that I have returned?
A. If the item that you want to return fulfills HOPE´s return policy the refund will be credited to the original purchaser´s credit card. Please note that we will refund you for the cost of the item, and not for the shipping cost.
Q. I have placed an order but haven’t received an order confirmation, what should I do?
A. If you have provided the correct email address when you made the order please check your spam or junk folder in your mail basket to see if you can find the order confirmation there. If not, please contact us at email@example.com and they will help you further.
Q. I have placed an order and entered the incorrect email address, what should I do?
A. If you have provided the incorrect email address, please contact our customer service and they will help you further in your matter.
Q. Can I change the order after I have placed it?
A. We are not able to redirect orders once they have been dispatched from our warehouse.
Q. How do I find my size?
A. Our size guide is based on the measurements used in our design- and pattern making studio. The sizes are structured according to the general European sizing system. You can find our size guide here.
If you wish to compare a HOPE product online with a product you already own and wear, you can use a function called Check the Fit (hosted by Virtusize). Virtusize is easy to use and can be found at every product page.
Q. You have two sizes on your products, how does it work?
A. At HOPE, we want to encourage everyone to explore our complete range, without being locked to old gender-based conventions. The double size labelling is a way to guide you through this process. Depending on if the garment is from the women’s collection or men’s collection, the original size is marked on the far left and the respective converted size on the right.
A garment from the men’s collection has the men’s size marked on the left and women’s size marked on the right side of the label. Garments from the women’s collection are marked in the opposite way with the women's size on the left and men’s sizing on the right. You can find more information about this initiative here.
Q. I have purchased items from your sale, is there any different policies?