Frequently Asked Questions

Account

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 shop@highsnobiety.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 order or an unwanted item by reaching out to our customer care or writing an email to shop@highsnobiety.com. However, depending on the status of the order we cannot guarantee that a cancellation will be possible.

Can I modify my order?

Once paid for, we unfortunately cannot accept any amendments to your order. If you wish to return an item that has been purchased, please refer to our returns page.

How can I change my shipping address?

To note, our warehouse operates effectively and timely – 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. Promptly contact us via customer care or by writing an email to shop@highsnobiety.com. 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 shop@highsnobiety.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.

Payment

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.

Delivery

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

Should there be issues with your order delivery, it’s important to note that we have limited agency and authority over delays and the respective actions of our courier partners.

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 shop@highsnobiety.com. 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: in general re-routings are only possible in case the new shipping address is within the same country/state.

Shipping

Where do you ship to?

Please find a list of countries we ship to here.

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. For your reference when viewing the shipping costs overview – DDP indicates Delivered Duties Paid: Meaning that we take on customs costs. DDU indicates Delivered Duties Unpaid: meaning the respective customs and duties charges are incurred by the customer. We advise you to contact your local customs authority to find out more about fees.

How long will my package take to arrive?

Please find a list of estimated delivery times here.

I did not receive my tracking number?

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 shop@highsnobiety.com. Please don’t forget to mention your order ID.

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. You can also refer to this page for information as to whether your package will arrive duties paid or unpaid. We advise you to contact your local customs authority to find out more about fees.

Returns

What is your return policy?

You have 14-days from receiving your item to request a return. Please send an email to shop@highsnobiety.com letting us know you wish to make a return. Please note: returns made outside of the 14-day return window will unfortunately not be eligible for a refund.

Do I have to pay for my return shipping?

Please refer to our return section for further information on returns and how to return a order or item/s.

Can I exchange an item?

We are unfortunately 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, pending its condition, 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 shop@highsnobiety.com. Please bear in mind the ability of an exchange is also stock dependant.

Please note: If an item is returned to us in a condition that is not sellable (unless stated otherwise) the item/s are unfortunately not eligible for a refund.

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

Once our warehouse has received your parcel and ensured 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. Please note that returns made outside of the 14-day return window will not be eligible for a refund.

Please note: If an item is returned to us in a condition that is not sellable (unless stated otherwise) the item/s are unfortunately not eligible for a refund.

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 shop@highsnobiety.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 bear in mind the ability of an exchange is stock dependant.

I have received a damaged item, what should I do?

We’re truly sorry if you’ve received a faulty item. It is important to please reach out to our customer care or write an email to shop@highsnobiety.com and state your order ID. In order for us to get a better idea 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 bear in mind the ability of an exchange is also stock dependant.

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 instance, 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.