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Frequently Asked Questions (FAQ)
- What is the average delivery time?
Hagen guarantees that your purchases will be dispatched to you on the same day you place your order, provided the order is placed on weekdays before 3 pm.
Hagen uses Post Nord and GLS. They offer a delivery time of between 1 to 3 days.
Once your package has been dispatched you are able to track it at www.postnord.dk or www.gls.dk.
- How long does the delivery take?
Hagen pledges that your products will be sent to you on the same day you place your order. Please be aware that on weekdays, your order must be made before 3 pm.
Hagen uses Post Nord and GLS and they offer a delivery time of 1 to 3 days.
- What is the shipping fee?
The shipping fee varies. It is based on the destination country and the quantity of items ordered. You can check your shipping fee on the check-out page.
Some promotional offers include free delivery.
Follow our promotions to stay informed about free shipping offers.
- Where is my order?
You can track your order with the tracking code provided via e-mail at www.postdanmark.dk or www.gls.dk
- Which shipping provider do you work with?
We work with GLS and Post Nord shipping companies.
- I want to return my product. What are the return conditions?
If you are not entirely happy with your purchase from www.hagendenmark.com, you are welcome to send it back.
You need to return the purchased items within 14 days of having received it. The full price of your purchase will be refunded, if all refund conditions are met.
If you decide to return your package, please be aware that the shipping cost is paid by you, the customer.
For Hagen to accept your returned purchases, you need to comply with a few important conditions:
- All purchased items must be accounted for and they must be in the same condition as when you first received them. Your right to return any purchased items becomes void if the items are used or damaged in any way.
- If you receive any damaged or defective items please contact us before returning the item. We do not pay for the postage if there has been no prior arrangement made with our sales department to return those items.
- It will make it easier for us to process your refund if you attach proof of purchase and fully complete the return form. This return form can be found enclosed in your package when you receive your purchased items. You must attach a copy of the order confirmation or other relevant documentation from your purchase transaction.
When we receive the items, we will check them and if you qualify for a refund, you will be refunded the full amount you paid to us upon purchase.
The refunded amount is always transferred via the same payment method used for the purchase transaction. For example, if you paid by credit card, the purchase amount will be reversed on the same credit card you used for the purchase.
It is possible to lose your purchase amount, in whole or in part.
This happens if the returned product is damaged because:
- you have used the items
- the items were damaged while you were responsible for them
- you handled the items in a manner that was not intended for the product
- you have not followed the rules of our cancellation policy in terms of original packaging, type of products that cannot be refunded due to hygienic reasons, etc.
You must contact us and submit your refund claim within a "reasonable period" of discovering the defect. We recommend that you submit your claim as soon as possible by contacting us either via telephone or email.
For us to assess your claim, we will require the following information:
- Send us a brief description of how the damage or defect occurred. Please note that you should contact us as soon as you discover the defect.
- To document the defect, you must send 4-5 photos together with the description of the defect. The defect must be clear from at least one of the photos. Additionally, ensure that your photos show the entire product, from the front and back (in the case of shoes, include a photo of the soles).
- Send the photos via email to firstname.lastname@example.org.
- Please indicate the order number for the item, or attach a copy of the order confirmation/receipt.
- After we receive your photos, we will deal with your claim as soon as possible.
If you choose to return a product, you must return it to the following address:
Cityringen 6, Su 81, 2630 Taastrup / DENMARK
- I want to return my purchase. Do I pay the shipping fee?
If you want to return the product/s, you as the customer are liable for the shipping fee. If you want to return any purchased products/s due to defects, the shipping fee will be paid by Hagen.
- I want to cancel my order. What can I do?
You can cancel your order if it has not been dispatched from our warehouse.
Contact our Customer Service via telephone number +45311900855 or email email@example.com.
- Where should I return the products?
Cityringen 6, Su 81, Taastrup
Copenhagen / DENMARK
- When is the refunds fee reflected in my account?
After we have received and processed the returned items it will take 2 business days for the refunded amount to be deposited into the customer's account.
The refund is processed after the product is inspected and all refund conditions are met.
The refunded amount will be reflected on your credit card or in the 24-digit IBAN account you provided, within a maximum of 7 business days.
However, this period is entirely dependent on your bank and www.hagendenmark.com is unable to intervene.
- What are my payment options?
The total amount of your order is calculated at the daily exchange rate.
Payments can be made with all types of Credit Cards, PayPal and Bank transfer.
- Can I pay at the door?
Hagen does not offer a “Cash on Delivery” (COD) service.