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Manchmal lässt sich die ein oder andere Frage von selbst lösen. Gerne beraten wir Sie, wenn unter den häufig gestellten Fragen keine passende Antwort dabei ist.

  • I didn’t receive my order confirmation
You will receive your order confirmation via email within 24 hours after placing your order. Please double check your spam folder or other folders in your mailboxes. Please feel free to reach out to us, if you didn’t receive your confirmation within the mentioned time frame. We will be happy to assist you.
  • Can I cancel or change my order after placing it?
We process orders as fast as possible to ensure fastest possible dispatchment and shipping. Therefore, cancellations or changes are not possible. Please use our free returns option or refuse the package at delivery. Please reach out to us for further help and information.
  • Can I change my delivery address?
Generally, address changes are not possible as your order gets dispatched immediately. Please reach out to the shipping company once you received your tracking information.
  • I didn’t receive tracking information
Please be aware, that it can take up to 24 hours after your order has been dispatched to receive your order confirmation. Don’t forget, that it can take 1-3 business days to dispatch your order depending on weekends and holidays. Please reach out to us if you still don’t have tracking information 72 hours after placing your order.
  • My delivery was faulty
If your order was missing an item or if you received a wrong or faulty product, please contact our customer support with your order ID as well as a picture of your delivery and / or faulty product. We will be happy to help you and find the best possible solution.
  • Shipping & Shipping Countries
We offer free express shipping for all countries found in section “shipping countries” below. After your order is dispatched (usually within 24 hours, weekends up to 48 hours) your parcel is shipped with DHL express or DPD and will arrive at your location for most destinations within 1 to 3 days. If you have further questions about shipping, please reach out to our customer support. Shipping with DPD (delivery within 1 to 3 days):
  • Austria
  • Belgium
  • Czech Republic
  • France
  • Germany
  • Hungary
  • Lichtenstein
  • Luxembourg
  • Slovakia
  • Slovenia
  • Switzerland
Shipping with DHL Express (delivery within 1 to 3 days):
  • Argentina
  • Bosnia
  • Brazil
  • Bulgaria
  • Canada
  • Chile
  • Denmark
  • Estland
  • Finland
  • Greece
  • Ireland
  • Island
  • Italy
  • Japan
  • Lettland
  • Lithuania
  • Mexico
  • Netherlands
  • Norway
  • Peru
  • Poland
  • Portugal
  • Romania
  • Serbia
  • South Korea
  • Spain
  • Sweden
  • UAE
  • UK
  • Ukraine
  • USA
  • My country is not on the shipping list
We are continuously working on expanding our shipping countries and will add new countries soon. If you have a specific request, please reach out to our customer support.
  • My tracking link doesn’t work
Please be aware, that it can take up to 24 hours after your order has been dispatched to receive your order confirmation. Don’t forget, that it can take 1-3 business days to dispatch your order depending on weekends and holidays. Please reach out to us if you still don’t have tracking information 72 hours after placing your order.
  • Do I have to pay customs or any other charges?
Please make sure to check your countries customs regulations before placing your order as custom fees may apply.
  • I missed my delivery
Please check our tracking information and get in touch with the shipping company as fast as possible. Usually there are up to 3 delivery attempts if you have not signed an agreement for leaving the delivery with a neighbor or in a safe place.
  • How much time do I have to return my order?
If you are not satisfied with your purchase, you can return your products free of charge within 14 days after placing your order.
  • Have you received my return?
Our return process usually takes up to 14 days after you sent your return. You will be refunded as soon as your return has been handled. Please be aware, that the transaction can take 2-5 business days depending on your payment provider. You will receive an e-mail once your refund has been issued.
  • Can I exchange an item?
Currently we don’t offer exchanges and we can’t guarantee the availability of items upon arrival of your return package. However, you can issue a return for the item you wish to replace, receive your full refund and place a new order with the desired piece.
Payment methods We accept these payment methods:
  • All major credit cards
  • PayPal
  • Klarna (Pay now)
  • Direct transfers
  • My payment won’t go through
Please double check if your credit card has 3D security which has to be activated before you can make any purchases online.
  • My order was cancelled
In the unlikely case of your order being cancelled, you will receive an immediate refund to the payment method you placed your order with. Please take into account, that depending on your payment provider, processing refunds can take 2-5 business days.
  • My used payment method is no longer active
If you have returned and order or are expecting a return due to an order cancellation or similar and your credit card has been closed, you will have to please get in touch with your bank or credit card provider. They will help you re-direct the payment to your new account.
  • Size guides
All our products are developed and designed in our offices in Innsbruck, Austria. One of our core missions is to create cuts that are flattering and comfortable for all body types. Therefore, all our pieces are specially tailored according to their design, style and fit. Please check the specific size guides for every product in the size guide section of the product page.
  • Out of stock
In case your desired item is out of stock, we can assure you that we are doing our very best to have it available for you shortly again soon. Please chose your wished size on the product page, enter you e-mail address and click notify me to be the first to get informed once your product is available again.
  • Can I reserve a products
Du kannst Produkte an sich nicht reservieren, aber wenn wir unsere Vorverkäufe laufen haben, kannst du Artikel kaufen, bevor sie veröffentlicht werden, um sicher zu gehen, dass du die erste bist, die sie bekommt.
  • How can I find a product seen on social media?
Simply search through our product page or reach out to us on social media and we will be happy to guide you to find your desired product.
  • Please head over to our fabrics page for more information on sustainability.
Import & Custom Fees
We ship your HESTIA package from Austria. Please be aware that depending on your destination, your package might be subject to duty fees. Worldwide Please check the customs and import regulations in your destination country before placing an order. We do not take any responsibility for import fees and duty charges. Switzerland All orders above CHF 300.- are subject to import / duty fees.* Norway All orders above NOK 350.- are subject to import / duty fees.* USA All orders above USD 800.- are subject to import / duty fees.* Canada All orders above CAD 20.- are subject to import / duty fees.* *Changes applicable. Please always double check your local authorities newest information. HESTIA disclaims any liability.