Refund policy

As a private person, you have a 14-day right of exchange/cancellation when shopping online. This means that you can return unused, undamaged goods within 14 days of receiving your package. If an item has been used or handled carelessly, so that it can no longer be sold as new, you will be obliged to compensate the online store for the decrease in value. In order to be able to determine the properties or function of a product, you must in some cases break the packaging, which in that case must be opened as carefully as possible and returned together with the product.

Please note that you do not have the right of exchange or cancellation for goods that have been manufactured according to your instructions or that have otherwise received a clear personal touch, goods that cannot be appropriately returned due to health or hygiene reasons if the seal has been broken, sound or image recording as well as computer programs with a broken seal, perfume and the like that have been opened, goods that can quickly deteriorate or become too old, loose issues of a newspaper or magazine (but you have the right of cancellation if you ordered a subscription).

If the product is broken when you open the package or if there is a fault with the product, you, as a private person, have the right to complain for a total of 3 years from when you received the package. However, complaints must be made within a reasonable time and no later than 2 months after you discovered the error. If there is a warranty that is longer than 3 years, you can complain within the warranty period.

Companies should examine the goods upon receipt and report any defects within a reasonable time. Faults that occur thereafter can be complained about within the warranty period. Otherwise, we refer to the respective manufacturer or service point.

A private person, who uses his right of withdrawal, pays the shipping cost for the returned item himself. If the product is faulty, we will refund the return shipping and what you paid for the damaged or incorrectly delivered product, provided that we cannot send you a new product within a reasonable time.

A return or complaint number must always be attached. Returns and complaints without an approved return or complaint number are not accepted.

Instructions:

• This instruction applies to all types of return requests. It is important that you fill in all fields in the return form. The return number is valid for 14 days and the return must reach us within these days.
• We will contact you by email as soon as your request has been received and checked.
• When returning, all products MUST be returned in original packaging complete with all accessories.
• Remember to always send the product in the outer packaging so it wont damage the original packaging.
• Pack the goods well to avoid damage.
• Attach a copy of the return confirmation to the return and send it to us.

ATTENTION! Returns sent in without an approved return or complaint number will not be accepted.

It costs 50 SEK to return your delivery by post in Sweden. It is free to return in our store. We will deduct this amount from your refund.

Free exchanges within Sweden

If you want to exchange all or parts of your order:

• Call or email us and we will reserve the product or size you want to change to. We'll email you a return shipping slip that you can put on your package if you didn't already receive one.
• Send with a delivery note and wrap your package and drop it off at a DHL agent.
• We will send the item you want to exchange for at no extra cost when we receive your return!

You can of course also submit your return in our store.

Send in or hand in your return in store Sweden

As a customer, you have 14 days right of return from the day you pick up your order. This also applies to the purchase of reduced-price goods. We assume that the item is in original condition, i.e. unused and with any labels and/or packaging intact so that we can sell them again. You are of course allowed to try the items on to see if they fit, but be very careful. Shoes may only be tried on indoors. We reserve the right to refuse Returns/Exchanges. You are responsible for the item until it arrives at us, items that have not arrived are not refunded. If, against the odds, there is something wrong with your order, we will of course cover the return shipping.

Keep in mind that if you have bought shoes, the shoe box is part of the product. Do not tape or write directly on the cardboard. If we get back cartons that are damaged, a fee of SEK 200 will be added.

Submit your return together with the packing slip in our store, or email us at support@hugo-sthlm.com and we will send you a return shipping slip by mail, if you did not already receive one with your order. The packing slip ensures that we can process your return and refund you as quickly as possible.

Pack your return (preferably in the same bag/box you received it in). Attach the return shipping label to your package and hand the package in to a DHL representative.

It costs 50 SEK to return your delivery by post in Sweden. It is free to return in our store. We will deduct this amount from your refund.

Returns from other countries: The customer is responsible for shipping

You are entitled to exchange or refund items within 14 days of receiving your package, this includes sale and reduced items as well. Please note that the product must be returned unused, in its original packing, including all tags and the receipt or proof of purchase. Gift cards are non-returnable. When you return or exchange garments outside of Sweden, you have to cover the shipping charges. Within Sweden, use the enclosed return form that provides free return shipping. You will also take responsibility for any items lost during shipping when exchanging or returning a product. If your order has been sent to a destination within the EU, all VAT will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through hugo-sthlm.com

Send your return goods including your receipt or order confirmation to address:

Kungsholmens Kläder AB

S:t Eriksgatan 39 

SE-112 34 Stockholm Sweden

Make sure to mark your parcel as a return.

 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Remember, there is often some processing time before a refund is posted. if you've not received your refund within 8 days, please contact us at support@hugo-sthlm.com. In case of refund the original shipping cost will not be repaid. We will of course refund the shipping cost for your return if it's due to mistakes made by us.

If you live in other countries (not Sweden) and want to return an item, it is important that you pay for both shipping and customs declaration, otherwise we cannot accept your return. Pack your return (preferably in the same bag/box you received it in) and send it with the delivery note. Send your package to:

You will receive a confirmation by email when we have received and processed your return.

Complaint

In case of complaints, please contact our customer service on 08-652 49 90 or come into the store. (weekdays 9-18) or support@hugo-sthlm.com. Please attach pictures of the error on the product for faster handling time.