Welcome to our FAQs – your fast track to answers! Before you contact our customer service, browse through these frequently asked questions. You may already find the answer to your query here. If you have any further questions, our dedicated customer service team will be happy to help!

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What are the shipping and return costs?
How long will it take for my order to arrive?
Which countries do you ship to?
Can I track the delivery status of my order?
Is the shipment insured?
Is it possible for the order to be sent to an address that differs from the billing address?
When will my prepayment order be shipped?
Is it possible to ship sold-out items from your brick-and-mortar stores online?


How can I return my order?
During what period is it possible to return an item?
Do I have to pay for the return shipment?
Can I return the items from my online order in a Lena Hoschek store?
How do I get the money for the returned item?
What should I do if the amount for my return is incorrect?
How long will it take for my return to be finally processed?

Delivery & Returns international

Why do I have to pay customs and import duties?
What do I have to consider when returning goods from a non-EU country?
Will I be reimbursed for the duties and taxes I have paid?


Can I get a refund for the difference if I ordered shortly before the start of the sale?
Will the selected garments in my shopping basket be reserved for me?
Which payment methods do you offer in the online shop?
What is your bank account number?
Can I also order by telephone?
Can I find out about the status of my order?
Can I add items to my order at a later date?
Can I cancel my order?
What can I do if I have received the wrong item?
What can I do if I receive a damaged item?


Can I exchange items?
Can I exchange the items from my online order in a Lena Hoschek store?


Is it possible to reserve garments in advance in the online shop?
Will sold-out items be delivered later?
Can an item that is sold out online be re-stocked from one of your brick-and-mortar shops so that it can be ordered online?
Can you tell me when items from the new collection will be available in the online store?
Will items from past collections be produced again?
How do your clothes turn out?
What does “add to wish list” mean?


Does Lena Hoschek offer an alteration service?
Do you offer the option of having ribbon skirts shortened or lengthened?
Do you send out your printed catalogues?
Where are Lena Hoschek garments produced?
How sustainable is Lena Hoschek’s production?