Returns, Exchange & Claims
What are my return rights?
We offer 14 days full right of return on all items bought on HoopzStore.com, as long as they are not personalised and have not been used.
Note that returning an item due to size not fitting, is not something HoopzStore.com covers - return shipping is on your behalf.
How do I exchange the products I have bought?
In case you want to return a product, for example if the size is not right; here is what you want to do:
The fast option: Return the product that you do not want, fill in the copy of your invoice and write that you want a refund. Hereafter, you place a new order with the product/size that you would like instead. Then we will process the orders separately and you will receive your new product faster. We will then refund you once we have received your return product.
The standard option: Return the product that you do not want, fill in the copy of your invoice and write what size/product you want instead (price cannot be more than the returned product). Then we will process the return, usually no later than 24 hours from when the return parcel has arrived with us. There is a slight risk that the product could get sold out in the meantime when using this way of exchange. It is always recommend to check our site if the product/size you want is available.
The product will have to be returned to the address below:.HoopzStore.com
H.C Ørsteds Vej 49A
1879 Frederiksberg C
Denmark
Att. ReturnsNote that returning an item due to size not fitting, is not something HoopzStore.com covers - return shipping is on your behalf.There is an issue with my product, what can I do?If you receive a product that is faulty or if a fault occurs later, you are naturally welcome to return it to us as a claim/reclamation. The first thing you should do is to send us some pictures showing the issue, this will most likely speed up the process. Please send them to info@hoopzstore.com
From here, the process is that you send the product back to our returns department, so we can take a closer look at the damage.
When you return the package we kindly ask that you include a copy of the corresponding invoice/order confirmation, on which you describe the damage. Our returns department will then complete your returns case, as quickly as possible. It usually takes no more than 24 hours from when we receive the items to you have been sent your answer.
Initially you pay the returns fee, but if the claim is approved, we will refund your return postage expenses. In this case you just need to send us a picture of your return receipt.
We advise you to send the items back with a trackable parcel.What should I do if I want to complain?
We always offer to provide you with the very best service possible. If you want to make a complaint, we are sorry that we have failed to live up to your expectations.
First of all, we would for you to contact us either by phone (+45 3699 7976) or email (info@hoopzstore.com) This way we can review if anything wrong has been done, of if there has been any unfortunate misunderstandings. We will do our best to find a solution, that all parties can be happy with.
In case this can not be done, within our possibilities we must inform you that you can file a formally complaint with EU's online dispute resolution system. You can find it here: ODR |
