FAQ Page
Below you’ll find answers to the most common questions about our
products, orders, shipping, returns, and more.
Ordering & Delivery
How can I place an order?
Simply add your selected items to the shopping bag and proceed to checkout. Once your order is confirmed, you’ll receive a confirmation email.
Can I cancel or change my order once it has been confirmed?
No, unfortunately not. Once you got an confirmation email for your order, it is not possible anymore to change or cancel it. This includes the shipping address as well. Of course, it is possible to return your items once they arrived, therefore go to our Returns & Refund page.
When and how will I receive my parcel tracking number?
You’ll receive a shipping confirmation email with a tracking link as soon as your order has been dispatched. Please note:
The tracking link becomes active only once the shipping carrier has picked up and scanned your parcel. This means the link might not work immediately after you receive the email.
For standard shipments outside the EU, tracking updates may only appear once the parcel arrives in the destination country. This is due to local postal service tracking limitations.
Do you ship worldwide?
Yes, we ship worldwide, however only into selected countries. Shipping costs and delivery times vary depending on your location. See our Shipping & Returns page for more details.
I received a wrong, incomplete or damaged order, what do I do now?
Please view our Returns page as soon as you discover your order is not as expected.
Where does Hopeium ship from?
All orders are shipped from our warehouse in Europe.
Payments
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard), Ideal and PayPal.
Is my payment information secure?
Absolutely. All transactions are processed securely using encrypted technology. We do not store or have access to your payment details.
Return & Refund
Are my items eligible for return?
You can return your items within 14 days after receiving the order. Please, note that we only accept returns when all returned items are in their original selling condition, including tags.
How do I know if Hopeium received my returned items?
Once we have processed your return we will send you a confirmation email. If it has been more than 12 business days since you sent back your return items and haven’t heard from us, please contact the Customer Support so that we can assist you.
When can I expect my refund?
When your return has been received by us, we will process it as soon as possible. Once the processing is completed, the refund will be issued. Please, note that it can take up to 10 business days before the refund is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment as originally used for the purchase.
How do I return my order?
Please, view our Shippings and Return Page.
Can I return different orders in the same parcel?
It is not possible to return items of multiple orders in the same parcel. Please, make sure to send all orders back in their original separate parcels, and not combined.
Products & Sizing
How do I find the right size?
Find more details for the sizes at our Size Guide page.
Other
I’m experiencing problems with the website, what can I do?
We apologize for any problems or errors you may experience on our website. Please contact our Customer Support and we will assist you as good as we can.