- Where can I find answers about my payment in Klarna?
If you need support, contact Klarna on 08-12012010 or email@example.com.
- What is sold on this website?
We at HOEP believe that circularity is very important and we have therefore launched this digital Archive Store where we sell samples, archived and out-of-season products - to extend the life of our products.
- Is this HOEP's official website?
No, this is our Archive store where we sell samples, archived and out-of-season products. You can find our official website in the footer of this page.
- How do I know what condition the products are in?
You can see the condition of a product on the product page. Products sold in our archive store are all completely new and has never been sold before. They will be marked either as Archive or Sample.
- What are the shipping costs?
Shipping costs depend on which shipping company and shipping method you choose. The delivery price is shown at checkout when you have entered your address.
- What are the shipping delivery times?
Shipping delivery times depend on which shipping company and shipping method you choose. Please see delivery times under each delivery method on the checkout page.
- If I choose delivery to a service point, where will it be delivered?
Your package is delivered to the service point closest to your specified postcode, unless you choose a different one at checkout before placing your order. During holidays, some service points may reach their full capacity and your package may be sent to a service point a little further away from your address. Unfortunately, this cannot be influenced.
- I want to change delivery address/service point, what do I do?
Contact firstname.lastname@example.org if you want to change the delivery address/service point. The fee for changing the delivery address/service point is SEK 205, which is payable via Swish or PayPal. If you chose delivery with Budbee Box you will be able to change the box delivery location in their app.
- What happens if I don't pick up my package at the service point?
When your package arrives at the service point, it remains there for 14 days. Note that this time cannot be extended. You will receive reminders via SMS to collect your package. If you do not collect the package within 14 days, the package will be redirected and sent back to our warehouse. For uncollected packages, we charge you a fee for return shipping costs, administration and handling, currently SEK 150, which will be deducted from your refunded amount. Unredeemed packages are not covered by the right of withdrawal.
- Can I pick up my purchased item(s) myself?
No, it is unfortunately not possible as our products are at our warehouse and will be shipped directly from there.
- How do I make a return?
If you want to make a return, please contact us at email@example.com and we’ll help you. Read more about our return policy via the link Terms in the footer.
- How much does it cost to make a return?
The cost for returning an item is SEK 49 for returns within Sweden and SEK 129 + SEK 20 per item outside Sweden. This amount will be deducted from your refund payment.
- Can I reserve items in my shopping cart?
No, it is unfortunately not possible to reserve items in your shopping cart. This means that the products can be sold whilst in your cart and they only become yours when you have paid for them and have received an official order confirmation.
- I'm missing my order confirmation/receipt, what do I do?
When you buy something from our Archive Store, you will receive an order confirmation to the email you used when placing your order. If you have not received the order confirmation, make sure you check your spam folder. If you still can’t find it, please contact our customer service at firstname.lastname@example.org.
- Can I make changes to an order that has already been placed?
Unfortunately, once an order has been placed and left our warehouse we are unable to make any changes to it. If you added incorrect information when placing your order, please contact email@example.com as soon as possible before the order leaves our warehouse.
- What happens if I enter incorrect contact information to my order?
If you have entered incorrect contact information to your order, such as email address, address or phone number, please contact firstname.lastname@example.org as soon as possible. There may still be time to change the information before your order is processed. If incorrect information is entered and thereby affects delivery, you may be charged extra costs for changing address/service point, handling fees etc. Note that we cannot correct information that has been entered with Klarna - therefore contact Klarna regarding questions about your invoice/payment details.
- I have not received my order, what do I do?
If you have not received your order, please ensure that you have allowed enough days to pass since you placed your order according to the delivery times, and also check that you have entered the correct information when placing your order. If the information is correct, and enough days have passed since you placed the order, you can contact our customer service team at email@example.com.
- I forgot to add a discount voucher to my order, what do I do?
Unfortunately, we are not able to apply a discount vouchers after a purchase has been made.
- My payment is not accepted, what do I do?
Please contact Klarna if your payment is not accepted. Klarna is the payment provider and unfortunately we cannot help you with specific questions regarding your payment due to confidentiality.
- Which payment methods do you currently offer?
We currently offer Klarna Checkout as a payment method, which includes payment through debit and credit card, Swish, Klarna Credit and Klarna direct payments. Klarna Checkout is currently available in Sweden, Norway, Finland, Denmark, Germany, Austria, the Netherlands, Belgium, the UK and the USA.
- Can't find what you're looking for?
If you can't find the answer to your question here in the FAQ, please contact us on firstname.lastname@example.org