Frequently Asked Questions

Does the HVE US online store ship internationally?

Our online store ships only to destinations within the United States. To inquire about a store outside of the U.S., email customercare@hveus.com.


Does the HVE US online shop accept international credit cards?

We do not accept international credit cards. In order to purchase a product from our online shop your credit card must be issued in the United States.


Where can I send my bag for a repair?

HVE US offers repair service for Hester van Eeghen (HVE) products purchased online at hveus.com. Please see Customer Care and the section on repairs for details.


When will my order ship?

Please allow two business days to process your order for shipment, in addition to the time indicated by your preferred shipping method. Orders placed after 2:30 PM on Friday will generally ship on Monday.


What are the delivery time and costs?

The delivery is handled by UPS or USPS. Shipment and deliveries occur only on week days. A signature may be required upon delivery.


Is it safe for me to shop online at hveus.com?

Your online orders at hveus.com are just as safe as any other credit card purchase that you'll ever make. We use a sophisticated encryption technology to keep your credit card information safe while you're shopping online. At hveus.com we use SSL (Secure Socket Layering) 256 bit encryption to protect your information as it travels over the internet. This is the highest level of encryption available for e-commerce, and even with a brute force computing attack, cracking a 256 bit encryption key is computational unfeasible. Along with the encryption key, we also hold a digital certificate through GoDaddy. This key ensures that we are who we say we are and that any data exchanged online is protected from theft and tampering. Consumer protection laws protect you against any unauthorized use of your credit card, and our service comes with a $10,000 warranty if you were to suffer financial loss as a direct result of relying on this certificate. If you suspect any illegal use of your card, call your issuing bank immediately to make sure your rights are protected.


Why does this site use JavaScript?

Like most modern websites, our site uses JavaScript to enable dynamic functionality like sliding panels and image slideshows. Without the use of JavaScript, our site will not function properly.

If you see a large orange banner across the page telling you to enable JavaScript, you must modify your browser settings for our site to work properly. See below for instructions.


How do I enable JavaScript?

Even if you have had JavaScript enabled previously, it may have been disabled automatically. Doing things such as upgrading your browser, installing new security software, or installing security patches may affect your JavaScript settings.

The specific steps required to enable JavaScript are slightly different for every web browser. Please see the instructions for your browser below:

Internet Explorer

  1. Under the Tools menu item, select Internet Options.
  2. Select the Security tab and click the Internet zone.
  3. Click the Custom Level button at the bottom of the panel.
  4. Scroll down to the Scripting section
  5. Under Active Scripting, select Enable and click OK.
  6. Close the Internet Options panel and Reload our site to see the changes.

Safari

  1. Under the Safari menu item, select Preferences...
  2. In the Web content section, select the checkbox next to Enable JavaScript.
  3. Close the Preferences panel and Reload our site to see the changes.

Firefox

  1. Under the Firefox menu item, select Preferences...
  2. Select the Content tab and click the Enable JavaScript check box.
  3. Close the Preferences panel and Reload our site to see the changes.

Chrome

  1. Access the Preferences panel from either the Chrome menu or the wrench icon in the upper right corner of the window.
  2. Select the Under the Hood option.
  3. In the Privacy section, click the Content Settings button.
  4. In the Javascript section, select the Allow all sites to run JavaScript option.
  5. Close the Preferences panel and Reload our site to see the changes.

Opera

  1. Under the Tools menu item, select Preferences.
  2. On the Advanced tab, click Content.
  3. Select the checkbox next to Enable JavaScript.
  4. Close the Preferences panel and Reload our site to see the changes.

If your browser is not listed, please use the information above to guide you through the analogous steps required for your browser. You may have to explore a bit, but the menus and options that you will need to select should be similar to those shown above.


The website is not working properly. What should I do?

If you see a banner across the middle of the site that tells you to enable JavaScript, please do so.

If you have already enabled JavaScript and reloaded our site and things are still broken, please send us an email at website@hveus.com with the following information:

  • What issue(s) you are experiencing
  • Which page(s) have problems
  • The type of computer you are using (e.g., Mac or PC)
  • Which operating system you are using (e.g., Vista, Windows 7)
  • Which web brower you are using (e.g., Internet Explorer, Firefox)

This information will help us to diagnose the problem and to fix it as quickly as possible. Thank you for your assistance.

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