| CUSTOMER SERVICE |
RETURNS & EXCHANGES
SHIPPING & DELIVERIES
CUSTOMER SERVICE
QUESTIONS?
RETURNS & EXCHANGES
We hope you will enjoy your new items. If the items are not to your satisfaction, we are happy to help you exchange or return them. If so, please note the following:
Before you send your items back to us you need to send an e-mail to onlineinfo@hope-sthlm.com. You will then receive return instructions by e-mail. Do not send anything without contacting us first, as this may lead to longer handling time and delayed refunding.
The item can be exchanged or returned within 14 days of delivery by sending them back in perfect condition and in original wrapping. We will accept returned items as long as they have not been worn or washed and if they are returned with their labels and tags intact.
Please note that shipping charges of exchanges or refunds are at your expense.
If exchanging or returning items, please note that you are responsible for the shipping until we have received the goods. We therefore recommend you to choose a safe shipping alternative.
Your refund will be credited to the original purchaser´s credit card after we have received your returned item (in the condition as described above) to the correct destination.
If your order has been sent within the EU, all sales taxes will be refunded. Hope is not able to refund customs duties and taxes on orders shipped outside the EU. However, you may be able to recover these by contacting your local customs bureau directly.
SHIPPING & DELIVERIES
All orders are processed at our distribution center in Kinnarumma, Sweden within two business days, subject to payment clearance and stock availability. Order processing may take up to four days during our sales period. We operate Monday to Friday with exception for Swedish public holidays.
Swedish orders are shipped with Posten (Pacsoft) and international orders with UPS. For tracking numbers please contact us through our Shopping Help form at the web site.
A preliminary confirmation will be sent by email when your order is placed. Once your package is shipped we will send you a second email with a final confirmation and instructions on how to track and collect it.
| Destination | Service | Processing | Delivered | Total time |
|---|
| Sweden | Posten | 1-3 working days | 1-3 working days | 2-6 days |
| International | UPS | 1-3 working days | 1-5 working days | 2-8 days |
SWEDISH ORDERS
Swedish orders are shipped with Posten (Pacsoft). Your order will be shipped to your local delivery point and notification will be sent by sms or dispatch note when your package is ready to be collected.
INTERNATIONAL ORDERS
International orders are shipped with UPS. Please note that the goods cannot be left to you without a signature and that the courier's usually operate between 08.00-18.00 (8am-6pm) business days. You can specify an alternate daytime delivery address when ordering, for example your work address (recommended).
If your order has not arrived within the estimated timeframe please contact your specific carrier directly or contact us at onlineinfo@hope-sthlm.com and we will look into it. Note that countries outside EU don't pay Swedish taxes and that you have to pay the taxes in your home country before UPS can deliver.
IMPORTANT INFORMATION
We are unable to redirect orders once items have been dispatched.
Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorization or destination customs clearance.
Please note that we are unable to deliver to Post Office boxes.
In case of any technical difficulties regarding the quantities in stock we reserve the right to cancel your order.
INSURANCE
Hope insures each purchase during the time it is in transit until it is delivered to you. If you have specified a recipient which is not you for delivery purposes then you accept that evidence of a signature by them is evidence of delivery and fulfillment by Hope and transfer of responsibility in the same way.
If you have received an item that has been damaged during shipping, please contact the shipping company in the first place.
TAXES AND DUTIES
European Union
If your country is part of the European Union (EU), prices include Swedish VAT at 25 %. All countries within the European Union are shipped to on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the price at checkout.
Rest of the World
Orders to countries outside the European Union may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties as well as Swedish VAT. We are unable to advise the exact amount of Duties and Taxes your package will incur as these charges are imposed directly by your local Customs. You will be invoiced for the local taxes and duties by UPS. As we are unable to advise the amount this may be, we recommend you to contact your local UPS office to obtain a landed cost estimate.
CUSTOMER SERVICE
If you have any questions about our products or shopping at Hope Online Shop please fill out the Shopping help form under Contacts at our web site. We'd love assist you in the best way possible.
FIND YOUR PRODUCT
If you don't find the product that you're looking for, you can try to finding it by using the search engine on top of the web page. You can either search by product name or the products colour. If you want to see the latest and recently added products, use the "New in Stock" tab on the Woman and Man Shop where you also can see the most popular products and the "Designers Choice".
When you have found the product that you're interested in, click on the picture to get more information and to see more pictures of the product.
MAKE A PURCHASE
Use the drop-down menu to see which sizes the product is available in. "Add to shopping bag" means that we have your product and right size in stock. Choose your preferable size, and click "Add to shopping bag" if the product is available. If you wish to continue shopping, click the "Look for more" button or move on to Checkout.
You need to be registered in order to fulfill your purchase.
Step 1: Choose if you are a New Client, a New Company or a Returning Costumer. If you are a new costumer or a new company you have to register in the field below.
Step 2: If you wish to have your order sent to an alternative address (for instance, if you want to send it to someone as a gift or want to leave you working address), you can write the alternative address here. Notice that international orders will be shipped with UPS and their delivery time is scheduled weekdays between 8am to 17pm.
Step 3: Choose how you would like to pay. At the moment we accept VISA, Master Card and AMEX. In this step, you can also leave a message to HOPE ONLINE SHOP.
Step 4: This is your shipping product. The shipping cost depends on your country and weight of your product. If you have a promotional code, you can use it here.
Step 5: Shopping cart, where you can see an overview of you order. You can update your products or empty your cart if you change your mind.
Step 6: Approve terms and conditions.
Go to payment. Thank you for shopping at Hope!
YOUR ORDER
Can I track my order?
You can track your international order with UPS. Within Sweden, you can track your order with Posten. You will find the tracking number on your order. If you don't receive a tracking number, contact us at onlineinfo@hope-sthlm.
How do I return my order?
First of all, you have to contact us before you send us your items. When you have been in touch with us we will send an email to you with the information and shipping address. Please don't send anything before talking to us first. Refunds for returned merchandise will be made to the original purchaser's credit card within two weeks of the return. Please note that you have 14 days to return or exchange, Including SALE items.
If you want to reclaim your product, contact us at onlineinfo@hope-sthlm.com telling us what the problem is. After that we will send you an email containing the information how you return the product. Note, if we can't find what's wrong with the product, we will send it back to you.
If the reclaim is approved, we will refund you your money and also your shipping costs.
Can I exchange for a more expensive product?
For security reasons, you can't exchange an item for a more expensive product. If you make an exchange for a less expensive item, you will receive a refund to the original purchaser's credit card.
Can I change the size or color?
Yes, you can change size and/or color on your item. But first, you have to contact us to get the information to send back your order. We can't promise that the size or color that you're asking for is available when we receive your order. If not, we will send you an email.
Can I pick up my order or return items from your Shops in Stockholm?
This is no longer an option. We've moved our warehouse from Stockholm to Borås in Sweden.
Can I add items to my order?
Additional items must be handled as a separate order in the web shop. If the first order has not already been processed at our logistical center we are able to combine the orders.
In such case, the additional shipping charge will be refunded to the original purchaser's credit card.
To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Contact us at onlineinfo@hope-sthlm.com.
PAYMENT
I can't go to payment at the Checkout. What's wrong?
Make sure that all the fields are filled out and make sure that you have approved the terms at the end of the page.
My credit card doesn't work, what can be the problem?
Double check that you've chosen right type of credit card and that you have entered all the digits correctly (expire date and CVC-code). Make sure that you have the correct amount available on your bank account. Note that we only take Master Card, VISA and AMEX at the moment.
DELIVERY & IMPORT
I live in a country which is not part of the European Union. Do I have to pay import taxes?
When you live outside EU you have to pay the taxes in your own country. This means that you don't have to pay the Swedish taxes. Before your delivery, UPS will send you a receipt on the amount for the taxes.
How long does it take before I get my order?
Delivery time is approximate. But we always try to contact you via email if the delivery time, for some reason, should differ from standard delivery time. International orders are delivered by UPS and have a total time of 2-8 days (processing and delivering). Orders with in Sweden has a delivering time of 2-5 days.
How do I receive the latest information from Hope?
Sign up to our newsletter and we will send you the latest news. Follow us on twitter/hopesthlm and facebook.com/hopesthlm.
CARE INSTRUCTIONS
COATS AND JACKETS
Authentic Wax
Jake Coat, Goodman Coat, Hunting Coat
This garment, coated in traditional wax, cannot be washed or dry-cleaned. To clean, allow any mud to dry, then gently brush off with a soft, lint free, fabric pad - sponge with cold water if needed and never use soap or solvent. Always allow your garment to dry thoroughly after use in wet weather and never pack away damp.
Evidence of wear in the wax coating can be dry or shiny patches. Reproofing the fabric will prevent this and maintain the weatherproof qualities and extend the garment's life. When you’re about to reproof your garment, first make sure that it’s thoroughly cleaned. And only use British Millerain wax dressing as some products are inferior and may reduce the performance and life of the fabric.
To reproof, first place the tin of dressing in warm water to soften it and make it easier to work with, then apply an even coating over the whole garment - paying particular attention to seams, elbows, pocket edges and cuffs. Wipe of excess and let it hang overnight in a well-ventilated area.
Silicone Wax
Carnaby Coat, Mackie Coat
The synthetic wax-infusion in the fabric of this garment makes it machine washable at 30ºC, but still gives it a natural “waxy” look. The laundering process can sometimes enhance the distressed appearance of the fabric, adding to the character of the garment. If the distressed look is not of your taste, use a cool iron to regain some of the original shape of the garment. If the garment is only slightly dirty, use a damp cloth and wipe of the surface. Cannot be dry-cleaned and does not need reproofing.
Leather Jackets
Teddy Leather and Vig Leather
This garment has been pre-washed to give it the look and feel we want, and should only be washed again if absolutely necessary, and then only by an authorized leather specialist dry-cleaner. Therefore it’s especially important that you take good care of the leather. If it gets stained by dirt you could try and carefully wipe it off with a slightly damp cloth.
This garment should at all times be kept away from damp environments, but if it for some reason gets wet it’s important to let it slowly dry out on a hanger away from direct heat sources (which could make the leather crack). If the leather becomes stiff after drying you can carefully rub parts of it together to get it back to a softer feel, but only do this when it’s completely dry.
Try to work the garment over with leather balm once in a while and you’ll be able to enjoy it for a very long time.
LEATHER BAGS
A leather bag is hard to care for, but if you do it right it can last for years to come. The easiest way to make sure your bag holds mint condition is to store it in the right way when it’s not in use. Never use plastic bags or anything that can prevent the leather from “breathing” freely, and try to keep it away from damp or dusty areas. Too warm or cool storage enviroments can also wear down on the leather with time.
As with all other leather products, let dry naturaly if exposed to moisture and try to keep the leather fresh by applying leather balm three to four times a year.
Never wash the bag in any way if dirty - try to get the dirt out with a damp, lint free, cloth. In a worst case scenario, take the bag to a leather specialist dry-cleaner or consult with google.
SHOES
Hopes Shoes and Boots has been made with care and treated to get the signature Hope look. Cutting and making is made piece by piece and not in automatic machines. Small variations in parts, color and texture are intentional and make each piece unique. We recommend that you treat this product with care and at an authorized shoemaker. High quality shoes are an investment, and can with proper care be worn for decades.
If your shoes don’t come with rubber-reinforced soles, we recommend that you have your local shoe maker shop apply them. This will protect your sole, waterproof it, and make it non-skid. Also, allways use a shoehorn when putting on your shoes - this will prolong the life of heel cap and inner lining. And, even if you want to, try not to use your new shoes all the time - let them rest for at least a day for every day of use.
Leather Shoes
These shoes are made of leather, which is a breathable and porous material and not waterproof by nature. Therefore it’s recommended that you waterproof your new shoes with a water-repellent protector spray. Since leather is a natural fiber, the appearance and colour will change over time and give the shoe a unique look. However, make sure you use a good polish or wax in order to keep the moisture level and appearance at its best. It’s important that you also lubricate the side of the soles so they don’t dry out.
If your shoes get damp or wet, allow the shoes to dry naturally, since direct heat will cause the surface to crack. Household paper is a good way to absorb excess moisture from the inside out, but using wooden shoetrees will help rid the moisture and maintain shape.
If salt stains are present on the wet leather, mix water with a few drops of lemon and lightly sponge the shoes. Wipe shoes down with a clean white cloth before drying. If untreated, salt stains can become permanent.
Nubuck and Suede
Although there is not much visible difference between the two, suede is sanded on the inner layer of the leather and nubuck is sanded on the exterior side. Since the outside layer of a skin is tougher, nubuck tends to be easier to maintain.
Special care needs to be taken for both suede and nubuck shoes, though. They easily stain and can’t be polished in the same manner as regular leather shoes. To ensure the longevety of the shoes, spray them with both water- and stain-repellent before the first use.
To clean a suede or nubuck shoe, there are a variety of brushes specially designed for this purpose. Try your local shoe repair or a shoe store to find one that suits your needs. Persistent stains may be removable with sandpaper, though we recommend you talk to a specialist before trying this.
As with regular leather the shoes should dry naturaly if exposed to moisture, away from heat sources and preferably on a surface that can absort moisture from below, like a newspaper.
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| INFORMATION |
SECURE E-SHOPPING
SHOPPING GUIDE
CARE INSTRUCTIONS
COOKIES
ABOUT HOPE
FIND YOUR PRODUCT
If you don't find the product that you're looking for, you can try to finding it by using the search engine on top of the web page. You can either search by product name or the products colour. If you want to see the latest and recently added products, use the "New in Stock" tab on the Woman and Man Shop where you also can see the most popular products and the "Designers Choice".
When you have found the product that you're interested in, click on the picture to get more information and to see more pictures of the product.
MAKE A PURCHASE
Use the drop-down menu to see which sizes the product is available in. "Add to shopping bag" means that we have your product and right size in stock. Choose your preferable size, and click "Add to shopping bag" if the product is available. If you wish to continue shopping, click the "Look for more" button or move on to Checkout.
You need to be registered in order to fulfill your purchase.
Step 1: Choose if you are a New Client, a New Company or a Returning Costumer. If you are a new costumer or a new company you have to register in the field below.
Step 2: If you wish to have your order sent to an alternative address (for instance, if you want to send it to someone as a gift or want to leave you working address), you can write the alternative address here. Notice that international orders will be shipped with UPS and their delivery time is scheduled weekdays between 8am to 17pm.
Step 3: Choose how you would like to pay. At the moment we accept VISA, Master Card and AMEX. In this step, you can also leave a message to HOPE ONLINE SHOP.
Step 4: This is your shipping product. The shipping cost depends on your country and weight of your product. If you have a promotional code, you can use it here.
Step 5: Shopping cart, where you can see an overview of you order. You can update your products or empty your cart if you change your mind.
Step 6: Approve terms and conditions.
Go to payment. Thank you for shopping at Hope!
YOUR ORDER
Can I track my order?
You can track your international order with UPS. Within Sweden, you can track your order with Posten. You will find the tracking number on your order. If you don't receive a tracking number, contact us at onlineinfo@hope-sthlm.
How do I return my order?
First of all, you have to contact us before you send us your items. When you have been in touch with us we will send an email to you with the information and shipping address. Please don't send anything before talking to us first. Refunds for returned merchandise will be made to the original purchaser's credit card within two weeks of the return. Please note that you have 14 days to return or exchange, Including SALE items.
If you want to reclaim your product, contact us at onlineinfo@hope-sthlm.com telling us what the problem is. After that we will send you an email containing the information how you return the product. Note, if we can't find what's wrong with the product, we will send it back to you.
If the reclaim is approved, we will refund you your money and also your shipping costs.
Can I exchange for a more expensive product?
For security reasons, you can't exchange an item for a more expensive product. If you make an exchange for a less expensive item, you will receive a refund to the original purchaser's credit card.
Can I change the size or color?
Yes, you can change size and/or color on your item. But first, you have to contact us to get the information to send back your order. We can't promise that the size or color that you're asking for is available when we receive your order. If not, we will send you an email.
Can I pick up my order or return items from your Shops in Stockholm?
This is no longer an option. We've moved our warehouse from Stockholm to Borås in Sweden.
Can I add items to my order?
Additional items must be handled as a separate order in the web shop. If the first order has not already been processed at our logistical center we are able to combine the orders.
In such case, the additional shipping charge will be refunded to the original purchaser's credit card.
To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Contact us at onlineinfo@hope-sthlm.com.
PAYMENT
I can't go to payment at the Checkout. What's wrong?
Make sure that all the fields are filled out and make sure that you have approved the terms at the end of the page.
My credit card doesn't work, what can be the problem?
Double check that you've chosen right type of credit card and that you have entered all the digits correctly (expire date and CVC-code). Make sure that you have the correct amount available on your bank account. Note that we only take Master Card, VISA and AMEX at the moment.
DELIVERY & IMPORT
I live in a country which is not part of the European Union. Do I have to pay import taxes?
When you live outside EU you have to pay the taxes in your own country. This means that you don't have to pay the Swedish taxes. Before your delivery, UPS will send you a receipt on the amount for the taxes.
How long does it take before I get my order?
Delivery time is approximate. But we always try to contact you via email if the delivery time, for some reason, should differ from standard delivery time. International orders are delivered by UPS and have a total time of 2-8 days (processing and delivering). Orders with in Sweden has a delivering time of 2-5 days.
How do I receive the latest information from Hope?
Sign up to our newsletter and we will send you the latest news. Follow us on twitter/hopesthlm and facebook.com/hopesthlm.
CARE INSTRUCTIONS
COATS AND JACKETS
Authentic Wax
Jake Coat, Goodman Coat, Hunting Coat
This garment, coated in traditional wax, cannot be washed or dry-cleaned. To clean, allow any mud to dry, then gently brush off with a soft, lint free, fabric pad - sponge with cold water if needed and never use soap or solvent. Always allow your garment to dry thoroughly after use in wet weather and never pack away damp.
Evidence of wear in the wax coating can be dry or shiny patches. Reproofing the fabric will prevent this and maintain the weatherproof qualities and extend the garment's life. When you’re about to reproof your garment, first make sure that it’s thoroughly cleaned. And only use British Millerain wax dressing as some products are inferior and may reduce the performance and life of the fabric.
To reproof, first place the tin of dressing in warm water to soften it and make it easier to work with, then apply an even coating over the whole garment - paying particular attention to seams, elbows, pocket edges and cuffs. Wipe of excess and let it hang overnight in a well-ventilated area.
Silicone Wax
Carnaby Coat, Mackie Coat
The synthetic wax-infusion in the fabric of this garment makes it machine washable at 30ºC, but still gives it a natural “waxy” look. The laundering process can sometimes enhance the distressed appearance of the fabric, adding to the character of the garment. If the distressed look is not of your taste, use a cool iron to regain some of the original shape of the garment. If the garment is only slightly dirty, use a damp cloth and wipe of the surface. Cannot be dry-cleaned and does not need reproofing.
Leather Jackets
Teddy Leather and Vig Leather
This garment has been pre-washed to give it the look and feel we want, and should only be washed again if absolutely necessary, and then only by an authorized leather specialist dry-cleaner. Therefore it’s especially important that you take good care of the leather. If it gets stained by dirt you could try and carefully wipe it off with a slightly damp cloth.
This garment should at all times be kept away from damp environments, but if it for some reason gets wet it’s important to let it slowly dry out on a hanger away from direct heat sources (which could make the leather crack). If the leather becomes stiff after drying you can carefully rub parts of it together to get it back to a softer feel, but only do this when it’s completely dry.
Try to work the garment over with leather balm once in a while and you’ll be able to enjoy it for a very long time.
LEATHER BAGS
A leather bag is hard to care for, but if you do it right it can last for years to come. The easiest way to make sure your bag holds mint condition is to store it in the right way when it’s not in use. Never use plastic bags or anything that can prevent the leather from “breathing” freely, and try to keep it away from damp or dusty areas. Too warm or cool storage enviroments can also wear down on the leather with time.
As with all other leather products, let dry naturaly if exposed to moisture and try to keep the leather fresh by applying leather balm three to four times a year.
Never wash the bag in any way if dirty - try to get the dirt out with a damp, lint free, cloth. In a worst case scenario, take the bag to a leather specialist dry-cleaner or consult with google.
SHOES
Hopes Shoes and Boots has been made with care and treated to get the signature Hope look. Cutting and making is made piece by piece and not in automatic machines. Small variations in parts, color and texture are intentional and make each piece unique. We recommend that you treat this product with care and at an authorized shoemaker. High quality shoes are an investment, and can with proper care be worn for decades.
If your shoes don’t come with rubber-reinforced soles, we recommend that you have your local shoe maker shop apply them. This will protect your sole, waterproof it, and make it non-skid. Also, allways use a shoehorn when putting on your shoes - this will prolong the life of heel cap and inner lining. And, even if you want to, try not to use your new shoes all the time - let them rest for at least a day for every day of use.
Leather Shoes
These shoes are made of leather, which is a breathable and porous material and not waterproof by nature. Therefore it’s recommended that you waterproof your new shoes with a water-repellent protector spray. Since leather is a natural fiber, the appearance and colour will change over time and give the shoe a unique look. However, make sure you use a good polish or wax in order to keep the moisture level and appearance at its best. It’s important that you also lubricate the side of the soles so they don’t dry out.
If your shoes get damp or wet, allow the shoes to dry naturally, since direct heat will cause the surface to crack. Household paper is a good way to absorb excess moisture from the inside out, but using wooden shoetrees will help rid the moisture and maintain shape.
If salt stains are present on the wet leather, mix water with a few drops of lemon and lightly sponge the shoes. Wipe shoes down with a clean white cloth before drying. If untreated, salt stains can become permanent.
Nubuck and Suede
Although there is not much visible difference between the two, suede is sanded on the inner layer of the leather and nubuck is sanded on the exterior side. Since the outside layer of a skin is tougher, nubuck tends to be easier to maintain.
Special care needs to be taken for both suede and nubuck shoes, though. They easily stain and can’t be polished in the same manner as regular leather shoes. To ensure the longevety of the shoes, spray them with both water- and stain-repellent before the first use.
To clean a suede or nubuck shoe, there are a variety of brushes specially designed for this purpose. Try your local shoe repair or a shoe store to find one that suits your needs. Persistent stains may be removable with sandpaper, though we recommend you talk to a specialist before trying this.
As with regular leather the shoes should dry naturaly if exposed to moisture, away from heat sources and preferably on a surface that can absort moisture from below, like a newspaper.
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