FAQ

Detailed information about shipping and return costs can be found here.

We always endeavor to ship your order quickly. Your order will be processed within 3 working days of receipt. You will then receive a shipping confirmation by e-mail, in which you will find a link to track your shipment. Due to high order volumes during sale periods and during the launch of new collections, there may be delays in processing your order. If you have any further questions about your order, please contact our customer service.

We ship to the following countries:

Albania, Argentina, Australia, Austria, Belgium, Bosnia & Herzegovina, Brazil, Bulgaria, Canada, China, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Kingdom, USA

Yes, you will receive a link to track your shipment in the shipping confirmation email.

All shipments from the Lena Hoschek Online Shop are insured against damage or theft from the time of collection until delivery to the delivery address specified by you. Lena Hoschek Online Shop will cover the costs incurred for this.

Please note that returns from Austria and Germany are only insured if you use the return label provided by us. As the customer, you are responsible for ensuring that the parcel is sent back properly.

You can of course specify a delivery address that differs from the billing address. Please follow the instructions during the ordering process.

We can only dispatch the goods once we have received payment in our bank account. Please note that a transaction may take several days. This time depends on your bank and cannot be influenced by us.

Unfortunately this is not possible. We only dispatch items that have been ordered online.

You can return your ordered items to us within 14 days of receipt. Please fill out the return slip enclosed with the shipment carefully. If you have a customer account, you can announce your return via the customer account. If you do not have a customer account, you can also register the return as a guest here. Customers in Austria and Germany can send the return back to us free of shipping costs as long as you use the return label provided by us.

For returns that are sent back to Lena Hoschek on your own responsibility and freight collect, a processing fee of 30 euros will be charged. This amount will be deducted from the total amount to be refunded.

You have the option of returning the item within 14 days of receipt.

Returning goods within Austria and Germany is free of charge as long as you use the return label provided by us. Return costs from all other countries are to be borne by the customer.

No, unfortunately this is not possible. Please send all returns exclusively to the Lena Hoschek Online Shop.

Once the return has been approved, you will be refunded in the same way as you paid for your purchase.

If the amount for your return is incorrect, please contact our customer service immediately. Please provide us with your order number and a detailed description of the problem. We will check the incident immediately and ensure that the correct amount is refunded.

We will process your return as soon as we have received it. You will receive a notification by email as soon as your return has been processed (no later than 14 working days after successful delivery according to shipment tracking). During the sale phase, it may take an additional 1-2 working days to process the return.

All return parcels from Austria are delivered by Austrian Post to a returns depot in Wiener Neudorf and transported from there by our logistics partner to our central warehouse in Vienna for final processing. Therefore, there may be a time difference of approx. 3 – 5 working days between the delivery according to shipment tracking and the actual receipt and final processing of your return shipment.

All return parcels from Germany are delivered to a UPS returns depot in Kirchheim and transported from there to our central warehouse in Austria for final processing. Therefore, there may be a time difference of approx. 7 – 10 working days between the delivery according to shipment tracking and the actual receipt and final processing of your return shipment.

If you are in a non-EU country and place an order in our online store, you pay net prices (excl. VAT). As soon as the parcel has reached your non-EU destination, you must pay the import sales tax, fees and customs duties. The amount of customs duties depends on the goods themselves, the value and the country of origin of the goods. These costs cannot be estimated by us. Please contact the relevant customs authority for detailed information.

If you wish to return an item from your order, please follow the instructions below:

When returning goods to the EU, you must always enclose the original invoice (please mark the returned goods that are in the package with a highlighter), the export documents, a proforma invoice in triplicate, the proof of return delivery (e.g. the invoice from the post office) and the customs declaration you have completed with the original prices in euros. It is important that the shipment is declared as a return shipment. Please indicate AUSTRIA or AT as the country of origin.

Otherwise there will be delays in the final delivery and additional costs such as import and storage fees. Austrian customs need to know if the goods were originally exported from Austria to avoid customs duties and taxes once the parcel arrives in Austria.

If you attach all the mentioned papers (in this case there is more) on the outside of the parcel, customs does not need to open the parcel or ask us about the contents of the parcel.

The costs for the return shipment are to be borne by you.

LENA HOSCHEK will not bear any customs costs incurred for deliveries and returns from non-EU countries. In this case, we must deduct the amount for any customs costs incurred from the refund amount. Shipping costs for orders placed outside the EU cannot be refunded in the event of a return.

Should you wish to return an item, Lena Hoschek will not refund international duties and taxes paid at customs clearance for orders. Residents can contact their local customs office for a tax refund.

Due to accounting restrictions, it is unfortunately not possible to make subsequent adjustments to the sale prices. We recommend that you place a new order at the current reduced price. Thank you for your understanding

Please note that the items in your shopping basket are not reserved. If you leave the website and return later, we recommend that you update your shopping basket to ensure that the desired items are still available. Due to the “First Come, First Serve” principle, items may be purchased by other customers in the meantime.

We accept payments via EPS bank transfer, Giro Pay, Apple Pay, Visa, Mastercard, PayPal and prepayment. Lena Hoschek gift cards can also be used at the checkout.

Our bank details are

Lena Hoschek GmbH
Bank: Erste Bank Sparkassen AG
IBAN: AT61 2011 1296 1768 0403
BIC: GIBAATWWXXX

Please be sure to state your order number as the payment reference/reference when making the transfer.

Yes, please contact our customer service by telephone on +43 50 309 400 or by e-mail at onlineshop@lenahoschek.com. Please note that an order by telephone or e-mail can only be processed with the payment method prepayment.

To check the status of an order:

Log in to your customer account. Click on the “Orders” menu item.
Under Status, the order will be labelled as either “Received”, “Processing” or “Complete”.

Please note: The status of your order is updated throughout the order process.

Here are the definitions of the individual phases:

Received: You have successfully placed an order via prepayment and it will be processed shortly once payment has been received.
Processing: Your payment method has been approved and your order will be packed and prepared for dispatch shortly.
Complete: We have packed your order and assigned it a tracking number. From this point on, you will be able to track your parcel’s journey to you.

Unfortunately, you can no longer add items to an order that has already been completed. If you would like to order additional items, please place a new order.

We are sorry to hear that you would like to cancel your order. We will be happy to assist you with this. If you wish to cancel an order or an item from your order after you have completed your purchase, please contact our customer service team promptly by telephone on +43 50 309 400 or by email at onlineshop@lenahoschek.com and let us know your order number so that we can process your request quickly. Please note, however, that we can only accept cancellations up to a certain time before the planned dispatch date.

We sincerely apologise for the inconvenience caused by receiving the wrong item. Your satisfaction is important to us and we will do everything we can to resolve the problem as quickly as possible. Please contact our customer service by telephone on +43 50 309 400 or by e-mail at onlineshop@lenahoschek.com, stating the order number and a detailed description of the item received. Upon receipt of your report, we will provide you with instructions on how to return the incorrect item. Depending on availability, we will offer you either a dispatch of the correct item or a refund.

We sincerely regret that you have received a damaged item. Your purchase is important to us and we want to ensure that you are satisfied with your products. Please follow the steps below for assistance:

1. Report the damage: Contact our customer service team immediately and provide us with the order number and clear pictures of the damaged item. This will help us to better understand the damage and quickly find a solution.
2. Return or replacement: After reviewing your report, we will provide you with instructions on how to return the damaged item. Depending on availability, we will offer you either a replacement, a repair or a refund.
3. Fast processing: We will process the case as quickly as possible to ensure that you receive the desired item in perfect condition or an appropriate refund.

We apologise for any inconvenience and thank you for your understanding. Your satisfaction is our top priority.

If you have any further questions or concerns, please do not hesitate to contact us.

An exchange is unfortunately not possible. If you would like a different item, please place a new order.

An exchange at our stores is unfortunately not possible. Please send all returns exclusively to the Lena Hoschek Online Shop and place a new order.

No, we do not currently offer a pre-reservation option for garments in our online store.

Our products are available in limited quantities and may be temporarily sold out. We invite you to check our online store regularly to see if your desired size is available again. Alternatively, you can subscribe to an availability notification for your currently out-of-stock size on the product detail page. We will be happy to notify you by e-mail as soon as your size is back in stock.

We do not carry out single item transfers from stationary shops for items sold out online. However, regular stock transfers are made between our shops. To stay up to date, we recommend that you subscribe to the availability notification for the desired item.

Unfortunately, we are unable to provide exact delivery dates. However, new deliveries arrive weekly. We therefore recommend that you visit our online store regularly to check availability. You can also subscribe to the availability notification for the desired product.

No, items from past collections will not be produced again.

Our garments are designed to comply with current sizing standards. However, we recommend that you take a look at our sizing information, which is available on our product detail pages. There you will find detailed measurements to ensure that you select the right size for you. If you have any further uncertainties, our customer service staff will be happy to provide you with the best possible advice.

If you do not want to buy a product immediately, you can add it to your wish list. If you are on the product detail page, you can also add the desired size to your wish list. If the product is currently not available in your desired size, you can also add it to your wish list and will be notified by e-mail as soon as the size is available again.

Yes, you can have your purchased goods customized for a fee. For detailed information, please contact our studio team by telephone on +43 50 309 104 or by e-mail at atelier@lenahoschek.com.

Yes, it is possible! Our studio team will be happy to support you. Simply contact us by e-mail at atelier@lenahoschek.com or by telephone on +43 50 309 104.

Yes, we send out our catalogues. Please send an email to office@lenahoschek.com to request a catalogue.

We currently work with 16 contract workshops in Europe, including Portugal, Hungary, Slovenia, Croatia, Romania, North Macedonia, Serbia and Slovakia. These workshops employ talented men and women who are masters of their craft. They are people with skills and interesting stories. Our partner companies vary in size and structure – from small businesses and family-run companies to long-standing partners that we trust.

Working with smaller workshops enables us to guarantee social standards, fair working conditions and reliable partnerships. Another advantage is that even very specific requirements can be optimally realised. Each country in which our workshops are located specialises in different product groups.

Sustainable production is particularly important to us. Find out more about our sustainability efforts here.