Returns
Making a return is easy and Free of charge. Just make sure you request a Return number within 15 days of receiving your order and follow these simple steps:
- Sign into your account and under My Orders, select the order number containing the items you would like to return. Click on the REQUEST RETURN button and choose the reason why you want to return each item. If an item is faulty, please provide details why.
- Once you complete your request, you will receive a return number. Please write it in the receipt you received with your order.
- Place the receipt inside the original box you received with your order, together with the items you are returning. Remember, items should be returned new, unused, and with all garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
- We will send a courier to collect your package within 24/48 hours (wherever possible). The courier will get in touch with you in order to arrange the service details. If for some reason the arranged date is not convenient for you, get in touch with them to change it.
- Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.
Due to hygiene reasons we are unable to accept returns for socks and tights once packs have been opened.
You will receive your refund via the same means used to make your purchase.
In all cases, the items returned must be in their original condition, which includes tags and any packaging. All goods will be inspected on return.
Hoss Intropia reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
HOW LONG DO I HAVE TO RETURN MY ORDER?
Returns can be made within 15 days since the day you received your order.
CAN I EXCHANGE AN ITEM?
Unfortunately, we can’t accept exchanges at the moment, but we are working on it.
On the mean time, if you want to Exchange an item you will have to return your order and place a new one.
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
In the unlikely event that you don't receive this email within 14 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible.
If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
HOW AND WHEN WILL I RECEIVE MY REFUND?
Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days.
You will receive your refund via the same means used to make your purchase.
Remember that payments to your credit card always depend on your bank/building society.
MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the Distance Selling Regulations or the entire order was faulty.
I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care Team, who will try and sort it out for you as soon as possible.
IMPORTANT INFORMATION
- All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.
- Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible. We can only offer a free return per order.
- Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
- Free collection does not apply to items returned from a different country to the original shipping destination.
- We prefer that items are returned to us via our free collection service to ensure that they are protected and insured during transit. However, you may return the goods at your expense by any secure means. Our address for all returns is: Hoss Intropia. DHL Supply Chain. PI GITESA, C/ PEDRO DUQUE S/N. 28814 DAGANZO DE ARRIBA (SPAIN). Please note that we may not accept liability for goods that are not returned via our free collection service.