Shipping & Return Policy

Shipping

We ship out orders within 48 hours after the balance on your order has been processed. Upon shipment, you will receive a shipping notification email with the shipment service and tracking information. We may not process, ship or deliver your order during weekends or holidays. If you do not receive the notification from us within 48 hours, please contact us using the information provided below.

To ensure secure delivery, we put insurance on all outbound packages and require delivery with signature, confirmation or other electronic acknowledgment of receipt from the recipient. You can opt-out from the signature requirement, at your own risk, by writing a note or by contacting us when placing an order. Once the packages have shipped out, we can no longer change the delivery option from our end. You must contact the logistics service to authorize the signature release. The opted-out packages may not be eligible for the insurance for loss or damage during the delivery process.

We do not ship to P.O. boxes, APO/FPO, Hotel Rooms or any Temporary Addresses.



Changes and Updates

For any request regarding order details, please contact us as soon as possible. Once your order has shipped, we cannot cancel the order or update the order details. If you may need to change or update your shipping information (phone number, email address, and/or shipping address), you should contact the logistics service to request the delivery change. Please note that the logistics service may charge an extra shipping fee for the delivery change. We do not cover such fees.



Delayed Deliveries or Other Issues

While we monitor all tracking numbers originated from us, you, as a receiver, are responsible to check and track the package. If you experience any problem with the delivery, please resolve it via the customer support of the logistics service.

Please note that delivery time can be affected by holidays, weather conditions, customs laws or other variables which are beyond our control.



Invalid Addresses and Undeliverable Packages

We do not hold responsibility for delayed deliveries or lost packages due to incorrect or incomplete addresses provided by the customer. The undeliverable packages are usually returned to us at an extra shipping cost. Once we retrieve the undeliverable packages, we will cancel the order and process the refund immediately. Please note that all shipping costs are non-refundable. If the returned package requires any extra shipping costs, we deduct it from the final refund. We do not refund or replace items unless we receive the returned packages.



Shipping Rates

Below is the information regarding our current shipping rates.

Domestic (Continental USA)

  • Free Standard Shipping Option for orders over $250 within the US.
  • Standard – $19 for Bags and $9 for Small Accessories.
  • Express – $59 for Bags and $19 for Small Accessories.

International

  • Flat Rate $69 for Bags and $19 for Small Accessories

*At this moment we do not offer free shipping or express shipping options for International Orders.



Returns and Exchanges

If you are unsatisfied with your order within 7 days from the delivery date, please contact us at shop@haerfest.com to initiate the return or exchange process.

Once reviewing your request, we will notify you of the approval or rejection of the return or exchange. If your order is approved for the return or exchange, we will contact you immediately about the next procedure. The return package must be postmarked and received by us within 14 days of when the item(s) was delivered. After this return window, your order will be ineligible for the return or exchange.

We do not accept any returned item(s) without prior authorization by Haerfest. If you send your item(s) back to us without our approval, please contact us as soon as possible. We will hold it until you pay the shipping fees to get it back.

In the event of a return, we do not cover the return shipping cost. You should consider using a trackable shipping service and/or purchasing shipping insurance. UPS is our preferred courier service. We do not guarantee that we will receive your returned item. If the returned item gets lost or encounters any other issues during the delivery, please resolve it through the customer support of your shipping service.



Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item(s) is approved, we will then process the refund immediately. A credit will be applied to your credit card or another original method of payment, within 5 or 7 business days.

To receive a refund based on purchase price of the item(s) and in the original form of payment:

  • The return should be requested within 7 days of receipt of delivery.
  • The item(s) must be postmarked within 14 days from when it(they) was delivered.
  • The item(s) must be purchased at haerfest.com or our direct retail shops.
  • The item(s) must be unused, in saleable condition.
  • The item(s) must include the all original tickets and/or packages. 

When you pack the item(s) for the return, please carefully check on the conditions and include all original tickets and packages. If the tickets and packages are damaged or missing, the item(s) is subject to a 15% restocking fee, which is deducted from total refund amount.

If your order used non-complimentary shipping options such as Flat Rate or Express Shipping, the shipping costs are refundable only for store credit. The non-complimentary shipping cost will be deducted from your final refund amount.

Please note that we do not cover the return shipping cost. If you choose to use our return shipping label, the cost of the return shipping will be deducted from the final refund amount.



Final Sale

The final sale item is not eligible for an exchange, refund, or store credit at any time. This applies to all items:

  • Explicitly stated as a “Final Sale Item.”
  • Marked down, in total, 30% off or more (including promotional codes).
  • Customized, personalized, or monogrammed.
  • Purchased as part of a promotional package or service.


Cancellations

If for any reason, we are unable to fulfill your order, we reserve the right to cancel the order. In the events of the cancellation, customers will receive full refunds. We will notify the customers immediately (using the contact information provided by the customer). We are, however, not obligated to obtain permission or acknowledgment prior to the cancellation. While we encourage you to secure our often limited products, we also ask that you commit and are certain of your order. Please consider all contributing factors when finalizing your order, including style, color, fabrication and/or materials.



International Orders (Outside the USA)

All international orders are subject to review and credit verification before shipment. In order to expedite such verification process, we encourage our international customers to use trusted transaction services such as PayPal, Amazon Pay, or Afterpay. Please note that we only ship to the buyer’s confirmed or verified address.
If your shipping address is outside the U.S., we would like you to acknowledge customs duties may be charged depending upon the country in which you reside. We are not responsible for the payment of such duty. We cannot mark the purchased items as a gift or claim lower values to reduce/avoid customs duty.

International orders are not eligible for return, exchange, or refund.

Customer service
For assistance, please email us at info@haerfest.com