CONTACT

Do you have questions regarding our products, need help shopping, with your order or need help with your return? Leave us a message and we will get back to you within 24 hours. Thank you for choosing HESTIA!

Much love, Your HESTIA-Team
support@behestia.com

FAQ

  • I didn’t receive my order confirmation

You will receive your order confirmation 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 24 hours, but within a maximum of up to 72 hours. If you have further questions about shipping, please reach out to our customer support.

 

Shipping with DPD (delivery within 24-72 hours):

  • Austria
  • Belgium
  • Czech Republic
  • France
  • Germany
  • Hungary
  • Lichtenstein
  • Luxembourg
  • Slovakia
  • Slovenia
  • Switzerland

 

Shipping with DHL Express (delivery within 24-72 hours):

  • 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.

  • Shipping

Shipping is currently available as usual. We are closely monitoring the development of coronavirus (Covid-19) and inform our customers immediately in case of changes or delays.

 

  • Safety

The safety and well-being of our customers and employees is our top priority and we are following the guidelines and recommendations as outlined by respective authorities.

  • 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. Returns will only be accepted if items are clean, unworn, undamaged and have all original tags in place.

 

  • 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 product?

You cannot reserve products per se, but when we have our pre-sales running you can purchase items before they are released to make sure to be the first one to get them.

 

  • 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.

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.