We accept the following forms of payment for online purchases: Visa, MasterCard, American Express. All orders are processed securely using HTTPS. Full payment is required to confirm your order. Upon payment, a tracking number will be provided and sent for confirmation. The final payment will include applicable shipping charges and taxes. Sales tax is only charged to residents living in New York state (8.875%). If your shipping address is international (outside the USA), please note that the purchase price does not include import duties, customs fees, or any other government charges, which are your responsibility.
Digital Codes and Coupons
We occasionally offer Digital Codes and Coupons (collectively, the “Coupon” or “Coupons”) for promotional events and customer services. When accepting Coupons, we follow the guidelines below to ensure that you are provided the best service.
Unless otherwise stated, all Coupons are for one-time use, one person per coupon, and one item per order only. The Coupons cannot be combined with other Coupons or offers. The Coupons are not refundable or redeemable for cash. You can only use the Coupons for Haerfest merchandise sold at HAERFEST.COM. We cannot extend the use of the Coupons to our third party retail partners or physical Pop-Up stores. If the Coupon is an exclusive offer to you, you shall not post, publish, and/or share it with the general public. If we deem the Coupons used not compliant with our Policy, we reserve the right to decline or limit the use of ANY Coupons.
We consider the Coupon void under the following conditions:
- The Coupon is expired.
- The Coupon does not belong to the original owner.
- The Coupon is transferred, purchased, sold, and/or prohibited by law.
- The Coupon is altered and/or modified.
- The Coupon is issued by other companies, organizations, and/or individuals unauthorized by and/or unaffiliated with Haerfest.
In case of Return:
The Coupon reduces the refundable amount, and the Coupon Value will not be given back upon return of the merchandise.
Gift Cards and Store Credit
A Gift Card is a prepaid card, in a physical or digital form, that contains a specific amount of money available for use at Haerfest.com. A Store Credit is a balance issued when your item is nonrefundable, but authorized for a return and exchange at Haerfest.com. You can treat the Store Credit and Gift Card (collectively, the “Credit” or Credits”) as you would cash. The Credits are, however, not refundable or redeemable for cash. When accepting the Credits, we follow the guidelines below to ensure that our customers are provided the best service.
The Credit must be entered at the time of purchase. The available balance in the Credit will be applied to the purchase total. If the current value of the Credit exceeds the purchase total, the remaining balance will be retained on the Credit.
Unless otherwise stated, all Credits are for one-time use and one person per Credit. You can only use the Credits for Haerfest merchandise sold at HAERFEST.COM. The Credits cannot be used to buy Gift Cards. The Credits cannot be transferred or extended to be used at our third-party retail partners or physical Pop-Up stores. The Credits can have an expiration date, up to 1-year from the date of issue or purchase.
If we deem the Credits used not compliant with the Policy, we reserve the right to decline or limit the use of ANY Credits.
We consider the Credit void under the following conditions:
- The Credit is expired.
- The Credit does not belong to the original owner.
- The Credit is transferred, purchased, sold, and/or prohibited by law.
- The Credit is altered and/or modified.
- The Credit is issued by other companies, organizations, and/or individuals unauthorized by and/or unaffiliated with Haerfest.
- The Credit is combined with other Credits or offers, unless otherwise authorized by Haerfest.
Return of a cash and credit purchase:
If a return is authorized, any refunds will be issued to its original form of payment. Credits cannot be refunded or redeemed for cash.
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.
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.
- 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 email@example.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.
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.
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
- Due to Covid-19, For the safety of our customers and staff, sales of all face/mask related products are final. Returns in any condition will not be accepted.
If a product is not yet available to ship, you may still place a pre-order to secure your purchase. You will be charged at the time of placing the order. Your placing of a pre-order constitutes your agreement to Haerfest charging for the product and service to your provided payment method at such time. For more information regarding our policy on payment, please check the Payment section.
Any order containing a pre-order item will ship within 4 weeks from or before the date suggested at the time of purchase, along with the items that are currently available. Please note that the expected time frame is not guaranteed, and a delay may occur. If you want to receive the in-stock items first, separate from the pre-order item, please inquire via an email at firstname.lastname@example.org. Splitting an order can, however, cost you additional shipping charges and fees.
When placing a pre-order, you will be required to provide certain information, such as your shipping address and billing information. Please ensure that all such information is accurate and current. We shall have no responsibility or liability for inaccurate or outdated information. You may request to update your shipping information at any time prior to your item being shipped by sending an email to email@example.com, with a subject line that includes your order number. Once your pre-order has shipped, we cannot update the shipping information for you. If you may need to change your shipping address, you shall contact the shipping company on your own to request the delivery change. Please note that we do not cover any additional fees or charges resulting from the delivery change.
A pre-order cannot be canceled or refunded once confirmed. You can, however, request to exchange it with a different product, which is in stock. Alternatively, a store credit will be issued for 1-year use on HAERFEST.COM. For more information, please check the Returns and Exchange.
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.
The Haerfest branded products are warranted to the original owner against manufacturing functional defects and workmanship for the lifetime of the product. This warranty applies to all Haerfest products except collaboration products not made by Haerfest; products purchased from off-price retailers; purchased at Sample Sale; purchased from an unauthorized dealer or seller.
To request the repair under warranty, please email us at firstname.lastname@example.org with “Warranty/Repair: Product Name and/or SKU” in the subject line. In the email, you must include the proof of purchase (such as a receipt or an order confirmation) that includes with Name, Date, and Price of Purchase. The warranty claimer’s name must match the original purchaser’s name.
Repairs do not cover damages arising from dye transference, cosmetic blemishes, an inconsistency of organic materials, accidents or misuse, or any alteration, service or repair performed by any other facilities unauthorized by or unaffiliated with Haerfest. Due to limited materials on specialty leathers, fabrics, and hardware, not all items can be repairable. We cannot guarantee the repair restores the item to its original condition. Typical turnaround time for the repair is between 15 and 60 business days, depending on the conditions of the products and services they may need.
Information That You Provide: Haerfest respects your right to privacy. Accordingly, we do not share or sell the information that you provide to any third-parties. Any and all information that you provide is used solely for the purpose of processing your order.
Automatic Information: Some information is received and stored automatically whenever you interact with us. “Cookies” are one example of this type of information. A “cookie” is a text file that websites send to visiting computers or devices to identify the visiting computer or device. No personal information you provide is saved in these cookies. These tools collect information about visitor traffic in relation to appropriate ads using third-party website analytics tools.
For assistance, please feel free to contact us using our form or chat service. Our hours of operations are from 11:00 am to 5:00 pm Eastern Time, Monday to Friday, not including Holidays.