Deliveries are handled by DHL or UPS. All shipments that are sent by Hortense Studio are insured against theft and accidental damage. Upon receipt of shipment and written acknowledgement, this insurance coverage ceases to exist.
Please be aware that we cannot deliver to post office boxes. In case of partial shipments, shipping costs will be charged only once.
We process and send orders during our main service hours, Monday to Friday, from 8:00 am till 7:00 pm CET (with the exception of German public holidays). The merchandise will be ready for dispatch three business days after the receipt of payment, at the latest.
No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles’ prices and shipping costs include VAT and are thus listed as gross prices. Shipping costs for orders within Germany are 5,00 Euro.
Please refer to the chart below for shipping shipping costs for your destination:
Austria 16,00 €
Italy 18,00 €
France 18,00 €
Denmark 18,00 €
Sweden 18,00 €
Netherlands 18,00 €
United Kingdom 18,00 €
Canada 53,00 €
U.S. 35,00 €
Switzerland 30,00 €
South Korea 56,00 €
Israel 39,00 €
Australia 56,00 €
UAE 47,00 €
Katar 53,00 €
Japan 56,00 €
Thailand 53,00 €
How to return an item or an entire order
We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can return any purchases (including reduced items) within 14 days of receipt. Please note that customized or products on pre-order are made after your order and are not returnable.
Send an Email to: firstname.lastname@example.org with your order Number and the reason of return.
Insert the item(s) you wish to return in the original packaging. Close the package securely. Send the return shipment of the merchandise to:
Once we have received the package, we will confirm receipt. All approved returns will be credited as soon as possible, the shipping costs excluded (currency, account and payment method as used for original purchase).
- All items must be returned in their original condition, without having been worn, washed or altered, and with tags still attached.
- Merchandise must be returned in one package.
- Return shipments must be made using the same service as for the original delivery (DHL or UPS)
- The return is unfortunately not free of charge (import and shipping fees will be charged at your own expense)
- Customised items cannot be returned.
REFUNDING THE PURCHASE
Once the return has been checked by our team, you will receive an email regarding the returned items. We will refund you as quickly as possible. Please note:
- The refund is always credited to the payment method with which the original purchase was made
- The refund is always credited in the same currency as the original purchase
- The refund is always credited to the purchaser’s account
- If the purchase was made with a gift card, a new gift card will be issued
- The time it takes to receive your refund depends on the payment method or your credit card provider
- If your purchase was made with a promotional voucher, you will receive a refund only for the amount paid—that is, the amount charged after the voucher was applied. Furthermore, the promotional voucher will no longer be valid.
- If the purchase was made with a promotional voucher and is returned partially, you will receive a refund proportionately reduced by the value of the voucher
If you would like to repeal your contract of purchase, you may choose one of the following two options:
- REPEAL OF PURCHASE BY WAY OF RETURN
Your repeal of purchase will automatically take effect if you return the items within 14 days as indicated above.
- REPEAL OF PURCHASE IN WRITTEN FORM OR OVER THE PHONE
You have 14 days after delivery to repeal your contract of purchase in written form by sending us an email, or letter, or over the phone. We recommend that you use our cancellation form template. Once you have sent us the cancellation form, please return the items within 14 days.
For more information on returns, please see our terms&conditions.
If you require further assistance, please contact us.
Available in German and English: Monday through Friday, from 8:00am till 7:00pm CET (except German public holidays).