Frequently asked questions
When will my order be delivered?
Orders are usually delivered within 1–3 business days within the EU. The exact delivery time may depend on the destination country, the selected shipping method, and public holidays.
Can I return or exchange my order?
Yes, you can return or exchange your order within 14 days of receiving your parcel.
To be eligible for a return or exchange, the item must be unused, undamaged, and in its original resalable condition, including all original packaging, tags, accessories, and labels.
Once we receive and inspect the returned item, we will process your refund or exchange as soon as possible. Please note that items showing signs of use, damage, or missing original packaging may not be accepted.
What can I do if my item (or part of it) is damaged?
We are sorry if your order arrived damaged. Please contact our customer service team as soon as possible, preferably within 48 hours of receiving your parcel.
To help us resolve the issue quickly, please include:
- your order number,
- a short description of the damage,
- clear photos of the damaged item, packaging, and shipping label.
Once we receive the information, we will review your case and offer the best solution, such as a replacement, exchange, partial refund, or return, depending on the situation.
Please keep the damaged item and its original packaging until our team confirms the next steps.
How can I track my parcel?
Once your order has been shipped, we will send you the tracking information by e-mail. You can use the tracking link to follow the status of your parcel.
What should I do if I received the wrong item?
We are sorry for the inconvenience. Please send us your order number, a photo of the item you received, and the name of the item you expected. After checking the case, we will help with an exchange or another suitable solution.
What can I do if an item is missing from my parcel?
Please check the full contents of your parcel and your order confirmation. If an item is missing, contact us with your order number and the name of the missing item. We will check your order and help with a replacement or another suitable solution.
How can I contact customer service?
You can contact our customer service team by e-mail at info@hgllog.com. For order-related questions, please always include your order number.
Do you offer free shipping?
Yes, we offer free shipping on orders over € 90. Free shipping will appear automatically at checkout when your order reaches the required amount.