Customer Care
Return and Exchanges
- How can I make a return?We hope you like all the products, but if you wish you can make a return within 14 days, with a very simple procedure:
1.Enter in the Return/exchange request form the email address with which you purchased and the order number and follow the return procedure
If your order arrived in multiple shipments and you wish to return several products, they may be sent to different destinations. As a result, you will receive separate return confirmation emails. Please carefully match the return labels with the corresponding products, following the instructions provided in each email.
2. Make sure the products are in the same condition as you received them and place them in their original box or an equally sturdy one
3. Print the prepaid label attached to the email you received at the end of the return procedure and stick it on the box. Take care to completely cover the previous label.
4.Contact the UPS courier directly on +32 (0) 78 250 877 or leave the parcel at the UPS Point that is most convenient for you.
When the product arrives at the warehouse and is checked by our operators, the full amount will be credited back to the payment method you used to make the purchase.
Returned items must meet the following conditions in order for a refund to be made:
All items must be returned in their original condition, with undamaged tags attached. Worn, used, altered or damaged merchandise will not be accepted.
Shoe soles must be intact and undamaged, please try the product on a soft, clean surface.
Custom made items are considered final and therefore cannot be returned.
- How can I make an exchange?If the fit of the product you received is not what you expected, you can request a size exchange within 14 days by following this simple process:
1) Go to the Request a return/exchange page and log in with your email address and order number. From there, follow the steps to select the size you want. If the desired size is unavailable, you can request a return. You will receive an email within a few hours containing the return labels needed to send the package back.
If your order arrived in multiple shipments and you wish to exchange several products, they may be sent to different destinations. As a result, you will receive separate return confirmation emails. Please carefully match the return labels with the corresponding products, following the instructions provided in each email.
2)Pack the products you want to return in the original packaging or a similarly sturdy one.
3)Affix the return label to the outside of the package, making sure to remove or cover the original shipping label completely.
4)Contact the UPS courier at +32 (0) 78 250 877, or drop off the package at the nearest UPS Point.
Your exchange order will be processed once the return arrives at our warehouse and passes quality control. After that, the total amount will be refunded to the payment method used for the original purchase.
- Can I make an exchange?
You can request a size exchange only once and only for the same product. You will need to ship back the item(s) within 14 days from when you entered the exchange request online following the exchange/return procedure.
- What are the terms of return/exchange?
You can return or exchange all our products for free by respecting the following conditions:
- request the return within 14 days of delivery of the order;
- make sure you deliver the items to be returned to the courier within 14 days of notification of the exchange request;
- make sure you send the return from the same country where the delivery took place;
- you can only return products purchased on hogan.com online. We cannot accept items purchased from boutiques. Any shipping costs will be refunded only if all purchased items are returned.
- How can I return multiple packages?If your order arrived in multiple packages, we will provide you with separate return labels for each package.
You can easily return or exchange your items within 14 days by following a simple procedure:
1.Visit the Request a Return/Exchange page and log in using your email address and order number. Follow the instructions to receive an email within a few hours with your return labels.
2.If you're returning multiple products, please note that they may need to be sent to different destinations. In such cases, you will receive separate return confirmation emails. Be sure to match the return labels to the correct products, following the instructions in each email.
3.Place the items you're returning in the original packaging or in equally sturdy packaging.
4.Affix the return label to the outside of the packaging, ensuring the original shipping label is either removed or fully covered.
5.Arrange a pickup with the UPS courier by calling +32 (0) 78 250 877, or drop off the package at your nearest UPS Point.
Once the product arrives at our warehouse and passes our quality control check, a full refund will be processed to the payment method used for the purchase. If you asked for an exchange, the replacement product will be sent to you.
Please remember that all returned items must be in their original condition, with tags intact and all accessories included. Worn, used, altered, or damaged items will not be accepted. For footwear, the soles must be undamaged. We recommend trying the shoes on a soft, clean surface to avoid any damage.
Additionally, personalized Custom Made items are final sale and cannot be returned.
- Are returns and exchanges free of charge?
On hogan.com, returns and exchanges are always free, within 14 days from receipt of your order.
You can return an item by taking it to your nearest boutique, or by shipping or delivering it to a UPS point using the prepaid label you are sent at the end of the return process.
- How many days do I have to request an exchange/return?
You can return or exchange the purchased product within 14 days from the date of delivery.
- Can I exchange a purchased product online in a store?
You can return an item purchased online to the boutique, but not exchange it. If you wish to change the size of a product, we invite you to follow the online procedure.
- Can I return a purchase made online to a boutique?
You can return a purchase made on hogan.com in one of our boutiques.
Our sales associates will start the procedure for you. You will receive the refund on the same payment method used for the purchase once we receive the package in the warehouse and have completed the mandatory quality checks.
- What are the refund times/methods?
We will issue the refund following the quality inspection of the returned items. This verification can take up to 3-4 business days. Once the return has been accepted, you will receive the refund via the same payment method used for the purchase and according to your bank's timing/timeframe.
- I requested a return: how do I return the product?/How can I book a UPS pickup?Returning the product is very simple:
- Print the pre-paid label attached to the email you received at the end of the return procedure and apply it to the box. Take care to remove or cover well any previous labels
- Contact the UPS courier directly on +32 (0) 78 250 877 or book a pick-up online at ups.com. The courier will take care of your request.
- I purchased in-store and have a problem with the product, can I return it online?
It is not possible to return an in-store bought product online.
Contact the boutique where you made the purchase, the sales associates will be happy to further assist you and solve your problem.
- If my product is defective, can I request a replacement?
If the received product is not up to standard, you can request a replacement only if the item is still available online. Otherwise, you can request a refund. Contact our Customer Service for further support.
- How can I get assistance for Hogan products?
One of our most important goals is to always guarantee the highest and best production quality, but unfortunately, in very rare cases, it is possible/it may occur/happen that some anomaly/fault might have been overlooked. If you have noticed a fault or an imperfection following the use of a product purchased on hogan.com, contact our Customer Service for further support.
- Can I return with a courier other than UPS?
You can choose a courier other than UPS for your return.
However, the shipping costs will be entirely your responsibility, as will the tracking of the shipment.
Furthermore, the package will not be covered by our insurance, nor will we be able to intervene, in case of theft or loss.