Here at Hivern, we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We hope you love your items as much as we do, but understand that in some cases you may need to contact us to organize a return, and we are here to make this as easy as possible for you.
You can reach us at support@hivern.store
Use our contact form – Submit a Request: https://hivern.store/pages/contact
Our Customer Service team is always available and will respond within 24 hours. For inquiries submitted on weekends or holidays, please allow 1–2 business days for a reply. Thank you for your patience!
Customers can make a free cancellation within 12 hours of placing an order and receive a complete refund. After that time the order is being processed, therefore it cannot be canceled.
Please, if you have to cancel your order for any reason, reach out to us immediately at support@hivern.store or use our contact form. If you are able to cancel within the given time frame, then follow the instructions provided by our support specialist.
If you’ve reached the point where you need to return an item, please note that you are responsible for the shipping costs associated with returning your item. We do not provide return labels. Items must be returned in their original condition (e.g., unused, undamaged, with original packaging and in "like new" condition). Once you’ve returned the item, please ensure you provide proof of shipment, such as a photo of the shipping label and receipt.
If a return is approved near the end of the return window, you must provide proof of shipment (shipping label or receipt) within 7 days from the date we provide the return address. If we do not receive the shipping label within this timeframe, the return will no longer be eligible for a refund.
In cases where an item is received in a condition that is not in its original "like new" state (e.g., missing packaging, damaged packaging, missing manual, etc.), the case will be reviewed individually, and additional penalties may apply.
Please note: We kindly ask you not to return the item to the address it was shipped from. We will provide you with all necessary shipping guidelines via email. If the item is returned to the incorrect address, we will not be able to issue a refund.
If you have any questions, reach out to us at support@hivern.store or use our contact form.
If you aren’t totally satisfied with your purchase for any reason, you can apply for a refund within 30 days starting (including) from the date your order is delivered/received.
Please note: if you request a refund, the purchase price excluding delivery charges, shipping protection/insurance, discounts, priority processing, and tips will be refunded to you using the original payment method. This will be processed within 5–7 business days once we have received the item. Additionally: under no circumstances can we refund onto another credit/debit card for security reasons.
Please note: we cannot process exchanges/replacements or refunds after 30 days from (including) the date your order is delivered/received, so please be sure to contact us ASAP.
Please note: if a customer requests a refund or return within the allowed return window but does not respond within 3 days starting from the day after the return window closes, the case will be automatically closed due to inactivity. Once closed, the request cannot be reopened or resubmitted.
All refund issues are processed through our Customer Service Team and if you have any questions reach out to us at support@hivern.store or use our contact form.
If the unlikely event occurs that your item arrives in an unsatisfactory condition or is damaged upon arrival, we will address the issue promptly. To process this, we kindly ask you to provide photos or videos where the defect or damage is clearly visible. This will allow us to confirm the issue and resolve it as quickly as possible. Please send the required materials to our Customer Service team at support@hivern.store for further assistance.
Each case is different, and depending on the circumstances and severity of the damage, we may offer a replacement order/exchange or a partial/full refund. This is at the discretion of the Customer Service Team.
Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms (e.g., mobile/tablet) due to tint and contrast differences. We aim to accurately demonstrate all of our products on our website as clearly as we can.
We kindly ask you to double-check your address when entering your details on our shipping information page to avoid any issues. If you’ve entered the wrong address, moved, or need to change the product size, color, or style after your order has been shipped and you’ve received your shipping confirmation, we may be unable to accommodate such changes or offer a refund.
That said, we are always on our customers' side and will do our best to assist you. However, if the mistake was made on your end, in most cases, shipping fees both ways will need to be covered by you. If you’d like the item reshipped to the correct address, a reshipment fee will be required.
Please contact us ASAP at support@hivern.store or use our contact form so we can assist you and provide all the necessary steps to resolve the issue.
Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page.
Unfortunately, from time to time delays can occur. While we understand that this is not the experience we aim to provide, we cannot cancel/refund orders that are trackable and still in transit. However, on occasion items do get mislaid or held up for a substantially long time, and we are 100% committed to resolving this fully on a case-by-case basis.
Each case is different, so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information, please do not hesitate to contact us at support@hivern.store or use our contact form.
If an item is marked as successfully delivered by the domestic postal service in your country (e.g., USPS/Canada Post etc.) to the correct address provided upon ordering but has not successfully arrived, you must contact the local post office and provide us with a formal affidavit of a lost, stolen package, or undelivered package. After that, we will endeavour to resend a replacement order to you.
This is left to the discretion of Hivern, however, in this specific scenario we cannot issue a refund.
Please contact us ASAP so we can help at support@hivern.store or use our contact form. Each case is different, so be sure to include all relevant information when contacting us.
If you purchased Shipping Protection: we will immediately issue a replacement.
To expedite the process, please include:
Order №
Full Name
Contact email address/phone number
Our Customer Service team will immediately initiate a replacement.
If you did NOT purchase Shipping Protection:
We advise you to reach out to your local post or carrier and state what has happened. We cannot guarantee a full refund or replacement for lost or stolen items.
After we’ve issued a refund, it typically takes up to 10 business days to process, depending on your bank.
If you haven’t received a refund yet:
Check your bank account again
Contact your credit card company
Contact your bank
If you’ve completed all of these steps and still haven’t received your refund, please contact us at support@hivern.store or use our contact form.
We reserve the right to modify this Returns & Exchanges policy at any time.
If you still have any questions reach out to us at support@hivern.store or use our contact form.