FAQs


ORDER PROCESS

How can I place an order?

  • Select the desired product using the menu or the search function
  • On the product page, select your size and click “ADD TO BASKET”
  • Review the items in your basket by clicking “BASKET”, at the top right-hand side of the page
  • You can then choose whether to continue shopping or proceed to place the order.
  • To complete the order, click on “CHECKOUT”
  • In the next step, you can log in to your customer account, register as a new customer or check out as a guest.
  • Enter your billing information and delivery address.
  • Select the payment method and click “NEXT”.
  • Please review your order summary carefully, then confirm the order by accepting our General Terms and Conditions and clicking on “BUY NOW”. You will then receive e-mail confirmation of your order.


Can I order by phone?

Of course! Please contact our customer service team on +43 50 309 400 or by e-mail onlineshop@lenahoschek.com. Please note that telephone and e-mail orders can only be paid for by advance payment.


Can I add items to my order?

Unfortunately, it is not possible to add further items to a completed order. Please place a new order to purchase additional items.


Can I check my order status?

Registered customers can check their order status at any time by logging in to their customer account.


Can I cancel an item from my order?

Yes. You can remove items you no longer wish to order from your basket. Please contact our customer service team immediately if you would like to cancel an item after placing the order.


Can I cancel my order?


Please contact our customer service team immediately if you wish to cancel your order.


What can I do if I receive damaged goods?

Please contact our customer service team immediately if you receive a faulty item.


What can I do if I receive the wrong items?

Please contact our customer services team if your order contains the wrong items.


What does “Add to Wishlist” mean?

If you do not wish to purchase an item immediately, you can add it to your wishlist. If an item is sold out in your size, you can add it to your wishlist and will then be notified by e-mail as soon as your size is back in stock.


DELIVERY


Is it possible to send my order to an address other than the billing address?

Of course! Simply follow the instructions during the order process.


When will my order arrive?

Your order will be processed within 3 working days of receipt. You will then receive notice of dispatch by e-mail, with a link to track your order.


How much is shipping?

The following costs apply to shipping to the mentioned countries:

Country

Shipping costs

GLS

FedEx

Argentina

-

70.00 EUR

Australia

-

70.00 EUR

Austria

7.00 EUR

-

Belgium

12.00 EUR

-

Brazil

-

70.00 EUR

Bulgaria

12.00 EUR

Canada

-

62.00 USD

China

-

60.00 EUR

Croatia

12.00 EUR

-

Czech Republic

12.00 EUR

-

Denmark

12.00 EUR

-

Estonia

23.00 EUR

-

Finland

19.00 EUR

-

France

12.00 EUR

-

Germany

7.00 EUR

-

Greece

29.00 EUR

-

Hong Kong

-

60.00 EUR

Hungary

12.00 EUR

-

Iceland

29.00 EUR

-

Ireland

23.00 EUR

-

Israel

70.00 EUR

Italy

12.00 EUR

Japan

-

70.00 EUR

Latvia

23.00 EUR

-

Liechtenstein

22.00 CHF

-

Lithuania

23.00 EUR

-

Luxembourg

12.00 EUR

-

Malta

60.00 EUR

-

Mexico

-

55.00 EUR

Monaco

12.00 EUR

-

Netherlands

12.00 EUR

-

Norway

19.00 EUR

-

Poland

12.00 EUR

-

Portugal

23.00 EUR

-

Romania

23.00 EUR

-

Singapore

-

55.00 EUR

Slovakia

17.00 EUR

-

Slovenia

17.00 EUR

-

Spain

23.00 EUR

-

South Korea

55.00 EUR

Sweden

19.00 EUR

-

Switzerland

22.00 CHF

Thailand

-

70.00 EUR

UK

11.00 GBP

-

USA

-

62.00 USD



Please note that for shipping to non-EU countries, any import VAT and customs charges must be borne by the customer. LENA HOSCHEK is not able to estimate the amount of such costs. For further information, please contact the competent customs authority.

Can I track my order?

Yes. The dispatch notice contains a link so you can track your order.


Is my order insured?

All deliveries from the Lena Hoschek Online Shop are insured against damage or theft from collection to delivery to your address. The costs are borne by the Lena Hoschek Online Shop.
Please note that returns are insured only if you use the returns label provided by us. You, the customer, are required to ensure that returns are properly packaged and shipped.


PAYMENT


Which payment options are available?

You can pay: by advance payment and by PayPal. More payment options are soon as possible available again.


I would like to transfer in advance. Which bank account should I remit payment to?

Our bank account details are:

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

When selecting advance payment by bank transfer as the payment method, please always state your order number as the payment reference.


I have already transferred the sum for my order using advance payment. Why has my order not been dispatched?

We can only dispatch goods once the amount has been credited to our account. Please note that transactions can take several days to be processed. The time this takes depends on your bank and is beyond our control.


RETURNS


How can I return an item?

You can return your order to us within 14 days of receipt. Please complete the returns label included in your parcel.

Customers in Austria and Germany can post returns free of charge using the enclosed returns label.

Please note that we are unable to accept carriage forward items, which will be returned to you at your own cost.
 

How long do I have to return items?

You can return items within 14 days of receipt.


Do I need to pay for the return?

Returns are free within Austria and Germany, provided you use the enclosed returns label. The customer must bear the cost of returns from all other countries.


How are returns refunded?

Following approval of the return, the sum will be refunded to you using the same payment method you used to place the order.


What can I do if the amount refunded is incorrect?
Please contact our customer service team on +43 50 309 400 (Mo-Thr.: 9:00 a.m. to 6:00 p.m. and Fri.: 9:00 a.m. to 4:00 p.m. ) or e-mail onlineshop@lenahoschek.com.


EXCHANGES


Can I exchange an item and what is the deadline for exchanges?

You can return your items within 14 days. Unfortunately, we are unable to offer exchanges. If you would like another item, please place a new order.


Can I exchange items at a Lena Hoschek Store?

No, unfortunately not. Please send all returns to the Lena Hoschek Online Shop.


GENERAL


Which languages are available?

Our homepage is available in English and German


Are the prices the same in the online shop and at the Lena Hoschek stores?

Prices at our Flagship Stores (Vienna and Graz) are the same as in the online shop.


What about out-of-stock items?

Visit our online shop regularly to see if your size is back in stock. You can also subscribe to an availability notification for your desired but currently unavailable size, and you will be notified by email as soon as your size becomes available again.


Does Lena Hoschek offer an alteration service?

Yes, you can have your items altered at a charge. Please contact our atelier team for further information via on +43 50 309 104 (Mo-Thr.: 9:00 a.m. to 6:00 p.m. and Fri.: 9:00 a.m. to 4:00 p.m. ) or e-mail atelier@lenahoschek.com.


How can I keep up to date with the latest news and offers from Lena Hoschek?
Register for our newsletter to keep up with the latest news and current offers. You can also follow Lena Hoschek on Facebook, Instagram or Pinterest to stay up to date.


Can I unsubscribe from the Lena Hoschek Newsletter or change my e-mail address?

Yes. Simply click on the “unsubscribe” link at the bottom of the newsletter. To change your e-mail address, click on the “update information” link at the very bottom of the newsletter.


What should I do if I forget my password?

You can request a new password under the login field. Please click on the “forgotten your password?” button and enter the e-mail you used to create your customer account.


Is my data kept confidential?

The Lena Hoschek Online Shop uses SSL (Secure Socket Layer) security software, an asymmetric encryption method, which protects your credit card information against interception and manipulation. Lena Hoschek Online Shop at all times maintains strict confidentiality with respect to your personal information.