Frequently Asked Q’s

COVID-19


Delivery


In light of the current situation regarding COVID-19 we would like to inform our customers that while we still endeavour to deliver within a 5-10 day window, delays may occur in some cases.

We would ask you to refer to the following links from our shipping partners for more specific information on the impact of Covid-19 on delivery in your region –

EU – https://www.tnt.com/dam/tnt_campaign_media/global_media_library/covid-19-docs/fedex-covid-19_service_impacts.pdf

USA – https://www.fedex.com/content/dam/fedex/us-united-states/Service-Alerts/images/2020/Q4/2019_nCoV_Service_Impacts_Mar_19.pdf

 

Safety & Hygiene


We are adhering to guidelines from all relevant authorities regarding the current outbreak, please be assured all orders and goods will be prepared in accordance with these standards for safety and hygiene.

 

Account


Do I need an account to place an order?


Yes, you will need an account to place an order. It can be done here or, alternatively, your account can be created before making your order.
 

Help! I’ve forgotten my password.


Please click ‘Forgot Password’ on the account login page. You will be prompted to confirm the email address associated with your account, which we’ll then send a password reset link to. Open the link to reset your password.
 

I would like to delete my account.


Please contact us at [email protected].

 

Placing an order


How can I place an order?


Orders can be placed on highsnobiety.com/shop, simply add the items you wish to purchase to your basket. You can then view your cart and click pay to purchase your selected items.
 

How can I cancel my order?


Once your order is paid for, we will begin the shipping process right away and your order cannot be canceled. You can still request to return an unwanted item by emailing us at [email protected].
 

Can I amend my order?


Once paid for, we cannot accept any amendments to your order. If you wish to return an item that has been purchased, please email [email protected].

 

Shipping


Where do you ship to?


Please find a list of countries we ship to here.
 

My country is not on the list, but I really want to make an order.


We will try our best to process an order for you. Please contact us at [email protected] with your product request and postal address and we will contact you to arrange shipping. Please note that due to customs laws we may not be able to fulfill all requests.
 

Who is your shipping partner?


Our shipping partner is FedEx.
 

What are your delivery costs?


Please find an overview of our shipping regions and costs here.
 

How long will my package take to arrive?


We use FedEx’s express service. Please find a list of estimated delivery times here.
 

I did not receive my tracking number?


Please contact us at [email protected] with your order number and we will send your tracking number to you.
 

Will I have to pay customs fees for my international order?


If your shipping address is not within the EU, USA, Canada, or Japan, customs duties or fees may apply. We advise you to contact your local customs authority to find out more about fees.

 

Payment


What currency can I pay with?


If you are shopping within Europe, your prices will be displayed in Euros. For residents of the United Kingdom or UK territories, prices will be displayed in GBP; for Japan, in Yen; and for the United States or Canada, prices will show up in USD.

All other regions will be displayed in USD. You can see a list of our shipping regions and currencies here. Please take a look at our terms and conditions for further information regarding currencies.

Which payment methods do you accept?


We accept Visa, Mastercard and American Express bank cards. We also accept PayPal.

Why has my order been cancelled by you?


We will be in touch with an explanation. Please look out for an email detailing our reason for canceling your order.

Will I be charged if you cancel my order?


No, we will only charge verified orders.

How do I use my discount code?


To avail of a promotional discount code, simply select “Apply a promo code” in the order summary section of your shopping cart and enter your code. The discount will be applied to your carts subtotal. You can then proceed to the checkout page to complete your payment.

Returns


What is your return policy?


You have 14 days from receiving your item to request a return. Please send an email to [email protected] letting us know you wish to make a return.

Do I have to pay for my return shipping?


Please refer to our return section for further information on how to return a product.

Can I exchange an item?


We are unable to offer product exchanges. If you would like to purchase another item, you can return the item you received and place another order. Once we receive the returned item, we will issue a refund.

If you wish to return an item, please email [email protected].

I have shipped an item(s) back for return, when will I be refunded?


Once our warehouse has received your item(s) and checked that they are in their original condition, we will process your refund to the payment method used to make the purchase. This may take up to 3 business days from the time of return shipment being delivered. If you have paid with PayPal, please 3-5 business days for the credit to appear. If you’ve paid with card, please 5-7 business days for the credit to appear, depending on your card providers processing time.