Frequently asked questions

Customer service

What is the quickest and most effective way to contact you?

The best way to contact our customer service team is by e-mail or via this link.

I have already written an e-mail - when will I get an answer?

Our customer service team usually responds within 24 hours. If you wait longer than 24 hours for a reply, please do not write to us again. If you write to us several times, your e-mail will be placed at the end of the queue each time and will end up in our spam.

Our customer service team is always working at full speed and will reply to you as quickly as possible. Thank you for your understanding!

I don't see a reply in my mailbox - what now?

If you have not received a reply within a few days, please proceed as follows: Check your junk mail folder.

In some cases, emails may end up in your spam folder. If you have not received a reply in your spam folder, be patient.

How can I subscribe to your newsletter? What advantages do I have?

You can subscribe to our newsletter simply by entering your e-mail address. What are the benefits? You will receive all exclusive offers, promotions and news by e-mail and be the first to know about them.

We'll also keep you up to date on the adventures of our Hilltz team. It's guaranteed never to be boring! Please don't worry. We do not send spam.

Delivery & Shipping

I have not received an order confirmation/dispatch confirmation by email - what now?

If you have not received an order and/or shipping confirmation from us, it is very likely that you have mistakenly provided us with an incorrect email address during the ordering process. We always send updates on your order to the email address you provided during the order process.

In this case, please contact our customer support by e-mail. We will be happy to change your email address for you and send your order and/or shipping confirmation to the correct email address again.

I am not at home on the day of the announced delivery, is that a problem?

Depending on the delivery service, you can even use the delivery notification email to inform them that you would like to receive the delivery on a different day or issue a delivery authorization (if none is available).

Alternatively, you can also collect the item from a delivery branch specified by the delivery service (if you are not present at the time of delivery). To do this, the delivery person must inform you by letterbox or e-mail that the goods have been handed in at the delivery branch. Please be sure to collect it from the delivery branch within the specified period.

Where will my parcel be sent from?

The origin of your parcel depends on the current local availability of the items you have ordered.

As soon as your order is completed, it will be automatically forwarded to our warehouse.

If demand is high and your desired product is not available in our main warehouse at the time of your order, your product will be shipped directly from our central warehouse to avoid waiting times and deliver your package as quickly as possible.

How long does the delivery to me take?

Delivery times vary depending on the delivery destination and shipping location. Once your order is completed, the goods will be handed over directly to our logistics team. depending on the size and type of items you order, it will take 1-2 working days to prepare and process your order.

We carefully check the quality of your order, make adjustments if necessary, pack the product and hand it over to our delivery partners.

transit time from our international distribution center to delivery

USA 5-9 business days,
EU: 5-9 business days,
Canada: 5-9 business days

All shipping times do not include customs duties or customs delays. Delivery times may be shorter or slightly longer depending on order volume and seasonal promotions such as Black Week, Black Friday and Christmas. Please be patient in case of high demand. Thank you for your patience.

Exchanges & returns

How can I return my order?

If you are not satisfied, you can also return your order or parts of your order.

Please note that we can only accept and refund items that are unused, clean, odor-free and in their original condition. Soiled, worn items are not suitable for resale and will not be refunded. Thank you for your understanding.

If you would like to return an item, please contact us by e-mail. Further information will be sent to you by e-mail as soon as possible.

When returning an item, please enclose the return slip that will be sent to you by e-mail. This serves to speed up returns processing and ensures that returns can be assigned to orders within our system.

What are the costs of a return?

Unfortunately, as a start-up, we are currently not in a position to cover the entire cost of return shipping. In addition, for environmental reasons, we would like to reduce the number of delivery routes and minimize the number of return routes. Thank you for your cooperation.

How long do I have to return my order?

You must return the goods within 30 days of receipt.

Always use the return address you received from us!

If the return is sent to the wrong warehouse address, we will not be able to process the return or issue a refund.

I like the item, but I need a different size - can I exchange it?

We will be happy to exchange your desired item(s).

Please contact our customer service and inform us of your request for an exchange, preferably stating your desired size/color.

Payment

What payment methods do you offer?

We offer the following payment methods:

  • PayPal
  • Credit card
  • Apple pay
  • Google pay

I forgot to enter my discount code during the order process. Can it still be redeemed after the order has been completed?

Once your order has been completed, we are unfortunately unable to make any more changes or deduct discounts for accounting reasons.

After that, we can only change the delivery address before delivery. If a discount code is valid for a longer period of time, use it on your next order and enter it at the checkout.