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Customer Care

Return Policy for Online Purchases

HVE US wants to ensure your complete satisfaction. For HVE online purchases, we will accept merchandise not worn, used or damaged, for a full refund when accompanied by the original sales receipt. Refunds may only be issued in the same form as payment. We reserve the right to refuse authorization to return of any merchandise that does not meet the above requirements. Shipping and handling charges are not refundable.

Merchandise must be returned within 14 days from date of delivery. To return an item, please email your request to customercare@hveus.com. You will receive authorization and instructions and in most cases a return UPS shipping label for returning merchandise to the HVE US online shop. The cost of standard return shipping will be deducted from your refund amount. Upon receipt of the merchandise, every effort will be made to ensure a prompt refund and an email notification will be sent once the return has been processed. Upon receipt of returned goods, HVE US reserves the right to deny refund if the merchandise does not meet return policy requirements.


Exchanges

We cannot automatically process exchanges at this time. To exchange an item, please return the item you do not want and place a new order on hveus.com. You may place your reorder at any time.


General Shipping and Delivery Information

The HVE US online shop only ships to destinations within the United States. Purchases are shipped either by USPS or UPS. For security reasons, HVE US online purchases may require a signature upon delivery. In addition, purchases may not be shipped to P.O. boxes or APO/FPO addresses, which are not secured by UPS. To estimate the total delivery time for your purchase, in addition to the time indicated by your preferred delivery option (i.e. UPS Next Day, Second-day, Ground), please allow two to three business days to process your order for shipment. Orders are processed and delivered Monday through Friday, excluding holidays. Please note that estimated delivery dates are estimates only and are not guaranteed. HVE US cannot be responsible for unanticipated delays.


Purchasing

Purchases may be made directly through hveus.com, depending on availability. Purchases from the HVE US online shop may be made by residents of the U.S. only, excluding residents of U.S. territories, for delivery to customers in the U.S. We are unable to deliver online purchases to other locations at this time.


Product Availability

Hester van Eeghen products are handcrafted in Italy in very limited quantities. Items for purchase online are subject to availability. As necessary, we reserve the right to limit the quantity of products we supply, supply only part of an order or divide up orders. We also reserve the right to alter the terms or duration of any special offers or sale promotion. We will inform you if we are unable to fill your order.

Please note that while you might have an item in your shopping bag, it is still available to other customers until your purchase has been completed.

Items available in stores outside the US may not be available online at hveus.com.


Using a Promotional Code

From time to time we have special offers that can be applied to your order by using a promotional code that we provide to you. In order to take advantage of these promotions, you must enter the promotional code in the space provided on the Checkout page and hit the "apply" button. If your code qualifies, the value of the promotion will be applied to your order. Only one code per order will be accepted.


Pricing and Payments

While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. Prices displayed on the HVE US website are quoted in U.S. dollars. Title to any products you order on this website and risk of loss or damage to products passes to you on delivery of the products, provided that we have received payment in full for the products. The transaction will be charged to your credit card only after we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped. Your credit card will not be charged at the time you submit your order. HVE US accepts the following forms of payment for online purchases: Visa, Mastercard, Discover, American Express, and PayPal.


Payment Forms

In order to purchase a product from our online shop your credit card must be issued in the U.S. HVE US accepts the following forms of payment for online purchases:

  • Visa
  • Mastercard
  • Discover
  • American Express
  • PayPal

HVE US does not accept:

  • CODs
  • Personal Checks
  • Money Orders
  • Purchase Orders
  • Credit cards with billing addresses outside the U.S

The transaction will be charged to your credit card only after we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped. Your credit card will not be charged at the time you submit your order but will be authorized for $1 for verification purposes that will be reimbursed within 5 to 7 business days. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.


Sale Tax

HVE US charges state and city taxes on online transactions, as required by applicable laws. Please note that your on-screen transaction total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax in case of law change.

Please note that hveus.com is required by law to charge sales tax on orders being shipped to the state of Arizona. Shipments to any other state will not include tax.


Order Status

You may check the status of your order by logging into your hveus.com account and clicking on the View Order History tab. You cannot check your order's status unless you have an online account.

You will receive an order confirmation email once your order has been received. In addition, we will send you an email when your order has shipped that will include the UPS tracking number for your package. (Please note that it may take up to 48 hours after the package leaves our distribution center for the tracking information to appear in the UPS tracking system.)


Cancellations

Once an order is submitted we are unable to change or cancel the order. Simply return the merchandise upon arrival. Email customercare@hveus.com for return authorization and instructions. The cost of standard return shipping will be deducted from your refund amount. You will receive a refund for the merchandise and tax paid within 5 days of the arrival of returned merchandise to our warehouse and you will receive an email confirmation of the refund.


Refusal of Delivery

If you refuse delivery of any order you placed it will be returned to our warehouse. You will receive a refund for the merchandise and tax paid.


Tracking

A shipping confirmation will be emailed to you as soon as your purchase has been shipped. You can also refer to "Order History" in your account on hveus.com to access the tracking information of your order. If you have questions about the delivery of your purchase, an HVE US associate will be pleased to assist you via e-mail at customercare@hveus.com.


Creating an Online Account

An hveus.com account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive e-mails about your order. You need to provide us only with your name and email address to open an account on hveus.com. If you choose, you may store other information for your shopping convenience. Any information you provide is kept secure and will never be sold to outside parties. Please see our Privacy Policy section if you have further questions. Opening an account on hveus.com is easy. Simply click Create New Account from the My Account link and follow the instructions.

With an hveus.com account you can:

  • Save your shipping and billing information for a faster and easier checkout process
  • Check order status
  • Review your order history online

Retrieving Your Account Password

Please go to the My Account section and click on the Forgot Password link. Please enter the email address you used to sign into your account and we'll send you the password to that email address. Once you've logged in, you can always go to the profile section of the My Account page and select the Change Password link to change your password to something you will remember more easily.


Authentic Hester van Eeghen

Hester van Eeghen products are handcrafted in Italy with the highest-quality materials, design and workmanship. All Hester van Eeghen products are individually controlled for quality by Hester van Eeghen and her specialists. In accordance with old-world tradition, each authentic Hester van Eeghen bag and wallet will have her name embossed directly into the leather.


Product Care

Each of our leather goods, especially handbags, has unique qualities and are created to the highest standards of design and quality. Leather has a life of its own and natural imperfections that add to the character of the material. Leather ages just like people, changing over time, reflecting the trials of life and becoming attractive in a new way. The raw material components have been developed using unique tooling techniques and are very delicate. We recommend handling this product with great care. Pulling, snagging or excessive surface abrasion should be avoided. Deep or bright colors could transfer onto light colored garments. White and light colored products are susceptible to dirt, marks and color transfer from dyes in clothing. Care should be taken to keep the product away from extreme sources of heat and to protect from rain. If the product does get wet allow to dry naturally away from direct heat. Any cleaning should be carried out with extreme care using a damp cloth. When not in use we recommend storing the product in the cloth bag provided.


Repairs

HVE US is happy to offer complimentary repairs that result from a manufacturing defect within one year of purchase for products purchased on HVEUS.com. Regular wear-and-tear is not considered a manufacture defect, such as dirt, scuff marks, scratches and discoloration. If you wish to have HVE US repair your item, please send an email to customercare@hveus.com explaining your repair request. Please allow 4 weeks for a repair assessment and fee estimate. We will inform you of the best way to proceed. When sending a product for repair, please enclose a detailed repair request and your contact information. We recommend that you package the item securely and ship the product via insured mail as HVE US will not be responsible for problems with delivery or if damage occurs during shipping. Detailed repair information and a repair charge estimate will be sent to you for approval once the assessment has been completed. Repair time can take up to 12 weeks, but completion time can not be guaranteed due to the diverse nature of repairs and the craftsmanship required. Please be advised that HVE US cannot guarantee the availability of original parts for all products.

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