FREQUENTLY ASKED QUESTIONS
You can find all the important answers to your questions here in the FAQ. Do you have any other questions that are not answered here? Then send us an email to info@hae-wear.com.
SHIPMENT
How much are the shipping costs?
Free shipping from CHF 100.-
We send smaller orders (such as 1x beanie or 1x headband) to your home via maxi letter for CHF 3.-. Larger orders as a parcel for CHF 8.50
Is return shipping free?
No, at HAE the customer covers the costs of return shipping. We strive to make our business as sustainable as possible, but we also want customers to take on a certain amount of responsibility. HAE wants to promote sustainable shopping - and so far it's worked out quite well: on average around 3% returns. This shows us that our customers are already shopping consciously and are doing a great job here!
If you have any questions about the respective sizes and products, we are personally available and will be happy to help. You will also find size charts for each textile to help you choose the right size.
You can also find our products throughout Switzerland in over 60 selected shops near you, where you can try on and buy the products directly.
How long does shipping take?
We ship all orders via Swiss Post within 24 hours. This means you should receive your delivery at home within 2-4 days (working days).
Info : Excluded are products on pre-order.
My order hasn't arrived yet, what can I do?
Please note that it can take 3-4 business days for your order to be delivered by post. If you still miss it, please send us an email to info@hae-wear.com
How does it work with pre-orders?
Pre-orders are treated like regular orders and invoiced directly to the customer. Items will be dispatched on the date specified. If there are any delays, the customer will be notified as soon as possible.
Is my delivery insured?
Parcel deliveries are provided with a tracking code and are therefore insured against loss.
Maxi letter shipments, however, are not.
RETURNS
The products don't fit. Can I return them?
Yes, if the products do not fit, you can return them within 14 days. Exceptions are: socks, vouchers and already reduced items (products during a promotion and reduced in price).
However, you must register via info@hae-wear.com . Unregistered returns can lead to delays.
Do the products have to be in their original packaging?
Yes, the products must be returned in their original condition (packaged and label not torn off), otherwise the right to return will expire.
What are the costs for returns?
In case of returns, the buyer will be charged the shipping costs incurred by HAE or deducted from the refund amount (even in case of free shipping of the order).
If the customer has ordered by invoice, the shipping costs incurred by HAE must still be paid by the customer.
Who covers the shipping costs for returns?
The return costs must be borne by the buyer.
How do I register a return?
Simply send us an email to info@hae-wear.com with the following information:
- Name on the order
- Order number
- Returned goods
- Reason for return
Then send the order back to us. After receiving and checking it, we will initiate the next steps.
PAYMENT & VOUCHERS
What payment methods do you offer?
At hae-wear.com you can conveniently shop via TWINT, Visa, Mastercard, Paypal, Apple Pay or by invoice (Powerpay).
I don't have a credit card / TWINT, can I still order?
Yes, you can. In our shop, in addition to many common payment methods, we also offer "on account" payment.
For orders by invoice, additional fees of CHF 2.90 from our billing partner MF GROUP may apply.
You will receive the first invoice directly via email. If this is not paid within 14 days, you will receive the invoice in the following month in letter form by post. Then, and only then, administration costs of CHF 2.90 will apply.
Vouchers / Discounts
We ask you to enter any voucher codes or discounts you have received before completing your order. The credited amount will be displayed directly in the overview (before completing your order).
Voucher codes and discounts are only valid for the HAE collection. For the TSCHUGGER collection, we have agreed with the licensors (SRF & Shining) that we are not allowed to offer any discounts.
