FAQ

If you wish to correct or change your address information, you can do so by clicking on the shipment tracking number—which will be sent to you via email and SMS once your shipment is processed—and following the instructions on the page that opens. We are unable to manually modify your orders.

If you wish to cancel your order, you can submit a cancellation request by logging into your account, or—if you do not have an account—by selecting the "Cancel Order" option found on the "View Order Details" page, which is accessible via the confirmation email titled "Your order has been received" that was sent to you. If the shipping process for your order has not yet begun, our system will automatically cancel it and send you a notification email. If the shipping process has already started, you may simply decline the package upon delivery to automatically initiate the return process. Once you submit a cancellation request, it will be processed as quickly as possible, and you will receive a notification email regarding the status.

First, we recommend checking your bank account to ensure that your payment has been processed.

If your payment has been processed but you have not received a confirmation email, please verify that the email address you provided when placing the order is correct. Additionally, please check any other email addresses you might have used, as well as your spam or junk folders.

If you have not received an order confirmation email, you may request an order status check by contacting us at "crew@hoghheim.com." Please include your payment receipt and address details in your message, and ensure you send it from the same email address you used to place the order.

You can view all available details regarding our products, including size charts, in the "Product Description & Size Chart" sections on each product page.

If a size chart is missing or the description for a particular item is insufficient, please note that we are currently working on updating this information and will add it as soon as possible. Should you decide to proceed with a purchase and subsequently encounter any issues, you may return or exchange the item(s) free of charge. Simply follow the instructions provided on the form included in your package to initiate the return or exchange process.

Your package includes an exchange/return form. You can access this form by logging into your account or by clicking "View order details" in the order confirmation email—titled "Your order has been received"—that was sent to you after your purchase. If you have not received a confirmation email, please ensure that the email address you provided is correct and check your spam or junk folders.

You may process your exchange or return by sending the items back to us—free of charge—via DHL E-Commerce, following the instructions provided on the form. Your customer code/return authorization code is included on the form, which contains all the necessary details. Please note that we cannot cover return shipping costs if you choose to use a carrier other than DHL E-Commerce; in such cases, you will be responsible for the shipping fees. If the size you requested for an exchange is out of stock, a refund will be issued automatically. For orders placed with a corporate invoice, if you return or exchange an item, you must also provide a return invoice; otherwise, we will be unable to process your request. If you request an exchange, the replacement item(s) will be sent to the address originally provided for the order, and an automated notification email will be sent to the email address associated with your order.

If you would prefer the items to be sent to a different address, you may update or change the delivery address via the shipment tracking link that will be provided to you once your request has been processed. You may also process exchanges or returns at our stores: "Please click here to view our store locations." (Please note that if you choose to exchange an item at one of our stores, it will not be possible to perform a second exchange for that same item.)

Your exchange/return form is included in the package sent to you. Additionally, you can access your exchange/return form by logging into your member account, or via the "View order details" link found in the order confirmation email—titled "Your order has been received"—that was sent to you after you placed your order.

If you have not received a confirmation email, please ensure that the email address you provided when placing your order is correct, and check your spam or junk folders.

If your order arrived in separate packages, it means the items were dispatched via different shipments from our various sales locations.

Should you return any products to us, the return process will be handled in the same manner—reflecting the fact that the items were originally shipped from multiple locations—and will be completed as quickly as possible. You will receive a notification email once it is finalized, so please rest assured.

Additionally, in accordance with banking regulations, transactions made in installments are refunded in the same installment format. We do not apply any deductions to your refund.

Should any issues arise, you can reach out to us at any time by simply replying to the return notification email you received.

We have multiple stock locations and dispatch points. If your order contains several items, it may be processed as two or more separate shipments, each with its own invoice. You can view full details by clicking "View order details" in the order confirmation or shipment tracking emails sent to you.

Once the shipment process for your other item(s) is complete, you will receive a separate notification email.

Should any issues arise regarding your order, you will have already received—or will soon receive—an email notification. We recommend checking your spam or junk folder as well.

During the shipping/payment stage, you may select the gift-wrapping option if you would like your order to be gift-wrapped. You can view further details regarding gift-wrapping by clicking here. All our shipments include an exchange/return form, and our packages do not contain any documents showing prices. Your invoices will be automatically sent to the email address you provided when placing your order.

If you have placed an order previously, it is possible that you did so as a guest user without creating an account.

If you are certain that you have an account but are unable to log in, you can reset your password via the "Account" section. If you do not receive an email after requesting a reset, please check your spam or junk folders.

If you do not receive any emails at all, it means there is no account registered to that email address; in this case, you may create a new account using your email address if you wish. Furthermore, having an account is not required for tracking orders, exchanges, or returns. You can monitor these processes and view all relevant details through the order confirmation and shipping notification emails sent to you.

It may take an average of 1–15 business days for your refund to appear on your statement. This timeframe varies depending on your bank. If there is a delay in the refund appearing on your credit or debit card, you may contact your bank for further details.

In accordance with banking policies, transactions made in installments are refunded in the same installment format.

We are unable to expedite the refund process. Refund procedures are handled entirely by the banks; it is not possible for us to cause any delays in your refund. If your refund does not appear on your credit or debit card within the aforementioned timeframe, you may contact your bank to request detailed information or file a transaction dispute.

The invoice date must not exceed 14 days.

Product tags and packaging must remain intact.

Items must be returned unused and unwashed.

Returns and exchanges are not accepted for footwear orders if the shoebox has been damaged.

Your shipment will be processed within an average of 1–5 business days; once processing begins, you will receive a tracking number via email. You can view full details by clicking "View order details" in the email sent to you. (Please note that this timeframe may vary depending on order volume.) Once handed over to the carrier, packages are typically delivered within 1–5 business days. This duration may vary based on order volume or if the delivery address is located far from city centers. (Processing does not take place on weekends or public holidays.) Depending on stock availability, items in your order may be shipped separately from different locations. If this applies to your order, you can find the relevant details by clicking "View order details" in your order confirmation email.

All orders are processed sequentially by our system. It is not possible to expedite the shipping process.

Under normal circumstances, delivery is free for orders of 45€ or more.

This may vary for promotional or discounted items.

Additionally, if your order contains multiple items that need to be shipped from different sales locations, our system may automatically apply an additional shipping charge.

All orders are processed sequentially by our system. It is not possible to expedite the shipping process.

Shipping preparations are typically completed within 1–5 business days; once processing begins, you will receive an email containing your shipment tracking number. You can view full details by selecting "View order details" within that email. (Please note that this timeframe may vary depending on order volume.) Once handed over to the carrier, packages are generally delivered within 1–5 business days. This duration may vary based on shipping volume or if the delivery address is located far from city centers.

(Processing does not take place on weekends or public holidays.)

If your package appears as delivered, we recommend first checking with anyone close to you who might have accepted the delivery on your behalf.

If that is not the case, please feel free to contact us at crew@hoghheim.com.

If the courier company is unable to reach you at the delivery address, they will attempt to contact you using the phone number provided with your order. Should they be unable to reach you at your address or via phone, they will make one final attempt to deliver the package to your address within 1–3 business days.

To avoid such situations, we recommend ensuring that the address and phone number provided with your order are accurate.

If there is an issue with your address, you can update or change it via the shipment tracking link sent to the email address used for your order, or by contacting the courier company directly.

If the courier company is completely unable to reach you or complete the delivery, your package will be automatically returned to us, and a refund process will be initiated automatically upon its arrival.

After entering your card details on the payment page, you will be able to see all the installment options available for your card automatically.

By creating an account, you can save your address details, allowing you to complete orders more quickly without needing to re-enter your information every time.

Additionally, you can easily track your orders, view your invoices, and access your order details through your account.

You may also shop without creating an account; membership is entirely optional and not a requirement.

All our products undergo high-standard quality control checks. Nevertheless, if you have encountered an issue, please accept our sincere apologies for the unpleasant experience.

You may initiate an exchange or return by using the form included in your package and sending the item(s) back to us free of charge via Yurtiçi Kargo, following the instructions provided on the form.

Simply provide a detailed description of the situation and your request in the space at the bottom of the form, include the form in your package, and send it back to us at no cost, as per the instructions on the form.

Your return authorization code and customer code are identical and can be found on the form. An exchange/return form is included in your package. If you cannot find the form, you can also access it by opening the order confirmation email—titled "Your order has been received"—that was sent to the email address used for your purchase; simply click on the "View order details" link within that email.

If you have not received a confirmation email, please ensure that the email address you provided is correct and check your spam or junk mail folders.

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