Frequently Asked Questions
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, to which we’ll then send a password reset link. Open the link to reset your password.
I would like to delete my account.
Please contact us at email@example.com.
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. You can still request to cancel an unwanted item by reaching out to our customer care or writing an email to firstname.lastname@example.org. However, we cannot guarantee that a cancellation will be possible.
Can I modify 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@example.com.
How can I change my shipping address?
In case your order hasn’t been received by our warehouse yet we can change your shipping address as long as the address is in the same country/state. You can contact us via customer care or by writing an email to firstname.lastname@example.org Please don’t forget to mention your order ID.
What should I do when facing technical difficulties in the shop?
We’re sorry to hear that you’re experiencing technical difficulties. In order for our customer care team to provide you the most effective assistance, we’d kindly ask you to send us screenshots of the issue when reaching out to us via customer care or via email to email@example.com.
Do you restock sold out items?
To guard the exclusivity of the items we sell, we do not provide any restocks. However, when returns arrive in our warehouse they get booked back in stock so we advise you to check our shop’s page frequently and try your luck.
Which payment methods do you accept?
We accept Visa, Mastercard and American Express bank cards. We also accept PayPal and Klarna.
Depending on your location, we offer the following Klarna services:
— Shop now, and split your payment across several interest-free installments. Select Klara at checkout. 18+ T&Cs apply. Please shop responsibly.
— Shop now, and pay later. Select Klara at checkout. 18+ T&Cs apply. Please shop responsibly.
— EU direct bank transfer.
Why has my order been canceled 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 make use 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.
In light of the current situation regarding COVID-19 we would like to inform our customers that while we still endeavor to deliver within a 2-6 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 – Click here
USA – Click here
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.
Why haven’t I received any tracking information yet?
Please only reach out to us if five business days have passed since you’ve placed your order. You can contact us via customer care or by writing an email to firstname.lastname@example.org. Please don’t forget to mention your order ID.
The status of my tracking link is on delivered but I haven’t received anything yet
Please reach out to the shipping provider (via email or phone) and make sure to state your tracking number and explain the situation. They will get in touch with the driver and get back to you.
My order has been shipped, can I change the shipping address?
“Once the order has been shipped no re-routing will be possible. You can try to reach out to the shipping company and ask for a re-routing however we can’t assure you that a re-routing is possible. Please note that in general re-routings are only possible in case the new shipping address is within the same country/state.
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@example.com 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?
Inside of Germany we ship via DHL and outside of Germany or 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 firstname.lastname@example.org 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, or UK customs duties or fees may apply. We advise you to contact your local customs authority to find out more about fees.
What is your return policy?
You have 14 days from receiving your item to request a return. Please send an email to email@example.com 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 regarding different products. 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 exchange an item for the same item but in a different size or colorway, please email firstname.lastname@example.org. Please consider that whether an exchange is possible depends on the available stock.
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 a credit card, please 5-7 business days for the credit to appear, depending on your card provider processing time.
I have received the wrong item, what should I do?
We’re very sorry the wrong item has been shipped to you. Please reach out to our customer care or write an email to email@example.com. and state your order ID. We will provide you with a free return label and will send you a replacement if possible once your return has arrived at our warehouse. Please consider that whether a replacement is possible depends on the available stock.
I have received a damaged item, what should I do?
We’re truly sorry if you’ve received a faulty item. Please reach out to our customer care or write an email to firstname.lastname@example.org and state your order ID. In order for us to get a better picture of the issue please send us pictures of the damaged item as well. We will provide you with a free return label and will send you a replacement if possible once your return has arrived at our warehouse. Please consider that whether a replacement is possible depends on the available stock.
One or multiple items are missing from my order, what should I do?
We’re sorry there’s an item missing from your order. Please contact our customer care and state your order ID as well as which item is missing and in which quantity. In case the outer packaging of your parcel arrives looking damaged please send us pictures. In this case, we can open a case for you via FedEx/DHL. In order to ensure speedy handling please reach out to FedEx/DHL via phone or email as well and state your tracking number.