Returns and Warranty
14 Day Return Policy and Procedure:
Hilderbrandshop.com policy covers faulty products that can be returned if the products received feature the following issues: stain(s), broken zipper, materials peeling off, poor quality and substandard construction, obvious and significant color difference(s), or the major differences from the product described in the website. Please contact us at our Customer Support Contact email at email@example.com as soon as possible. We allow 48hrs from you receiving the item to report to us of any issues with our products and we will endeavor to provide the best service possible to resolve any issue related to our merchandise. After you notify us within 48 hours, you will have 14 days to Return the item as you described in your photo(s) for the reason for returning the item. Once received the item will be reviewed and you will receive a confirmation email from us regarding the matter.
Possible issues for Returns
Out of stock
It is entirely possible that the items become out of stock during the order processing stage. In such situations, our after-sale team will contact the customer and offer specific solutions. Customers have the right to request a refund (covering the product value and the shipping fee) in the event of not receiving any email notification. We will make every effort to inform you that an item is out of stock to the email you have registered with our online store Hilderbrand Shop (www.hilderbrandshop.com).
Refund Payment Method
In the event an item is out of stock. We will communicate with you to make you aware that a full refund credit will appear in your account in 2 to 3 business days.
In the event of offering you a partial refund. We will communicate with you to make you aware that a partial refund credit will appear in your account in 2 to 3 business days.
Please take clear photos in good lighting of items reported, as well as using a ruler or measuring tool, to high light any size discrepancy. This reduces the possibility of disputes. Following submission of the photos to our customer service team, we will provide a reply as soon as possible. This normally requires 2-3 business days. According to our service criteria, deviation from the original size must exceed 2CM for custom made items; for non-custom made items, the deviation must exceed 3CM. Following our service authorization from the after-sale team, please return the item back to us using the address provided here: 7930 North Stemmons Freeway, Dallas Texas 75247. Customers must cover the shipping fee for the package return. Hilderbrandshop.com will provide a partial refund upon receipt of the return package. Customers should also provide all relevant tracking information to us as well.
Missing items or wrong items
Customers are able to obtain a partial refund in the event of missing items or incorrectly shipped items. A reshipping service will be arranged in either event. A partial refund will be offered in the event of accessories being unavailable for reshipping and a partial payment will appear in your account in 2 to 3 business days. Please ensure you open the parcel and verify the contents carefully before signing for the package.
The after-sales team must authorize returns or exchanges before the customer can receive or send back the package. Please email us in writing to firstname.lastname@example.org. You will be provided in writing if an item can be Exchanged along with a Return Merchandise tracking number. We only offer Exchanges prior to shipping any goods. If you can cannot find an item in our online store with the same value or different size and style we will issue you a full refund at point of purchase.
Responsibility for Return Shipping Costs
A designated shipping address will be provided by our customer service team, and the customer must cover for returning shipping costs of the package to us.
Exemptions from refunds and exchanges
Items which are exempt from refunds, exchanges or replacements include all worn or damaged items by the Receiver of goods. Also items apparel listed under the underwear (women's dresses and plus sizes) and swimwear items listed in certain categories.