You can request a return within 14 days from the day you (or your customer) receive the parcel. Returns must be pre-approved and sent back with a trackable courier (UPS, DHL, or FedEx) to the return address we provide—postal service returns aren’t accepted. Items must be unused, with original tags/packaging. 

We process orders quickly. If your order hasn’t entered processing yet, we’ll try to cancel or update it. Once it’s processing or shipped, changes aren’t guaranteed. Contact us ASAP with your order number. (Our supplier can sometimes cancel while status is “Processing,” but it isn’t assured.) 

Log in to your Hilstor account and open Ordersto view order history and status.

Yes. Bygvænget 707, 2980 Kokkedal, Denmark.

Email support@hilstor.com or call +45 71 88 09 69 (Mon–Fri, 09:00–15:00 CET).

Yes, our supplier sources 100% original goods from brands, licenses, or official distributors; authenticity and provenance are verified, and original tags are attached. (Reseller documentation is maintained by the supplier.) 

Yes. Products ship in original brand packaging, placed in a standard courier box. No paper invoice is inside; invoices are electronic. Shipping labels show Hilstoras sender name alongside the warehouse location.

Use the size chart page. If you’re between sizes or unsure, message us—brand sizing can vary.

Inventory syncs in real time but rare sell-outs can occur. If an item is oversold, we'll provide an alternative or a full refund.

Not currently for direct-to-customer shipments. (Personalized packaging isn’t offered by our warehouse.) 

Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay, Shop Pay, Uni Pay.

No, not currently.

Yes. All payments are encrypted and processed securely. We don’t store card details.

Orders ship from supplier warehouses across the EU and USA (e.g., Sweden, Italy, Spain, Germany, USA). Your order may ship from different locations depending on stock. 

Yes—worldwide via UPS, DHL, or FedEx, except Russia, Belarus, and Ukraine. 

Handling time: 24–48 hours to dispatch.Transit time: typically,~3 business days within the EU and ~5–7 business days outside the EU (destination-dependent). 

We use DHL, UPS, or FedEx. You can pick Economy or Express at checkout where available; the exact carrier is selected by the warehouse and isn’tuser selectable. 

Yes—tracking is emailed when available. Note there can be a short delay after the label is created before tracking activates. 

No. Major couriers (DHL/UPS/FedEx) don’t deliver to PO Boxes—please provide a physical street address. 

Not always. If items come from different warehouses, they’ll ship separately with separate tracking numbers. 

Couriers attempt delivery 2–3 times or route to a collection point and leave instructions. If a parcel is returned to warehouse due to non-collection, a handling fee (up to €45) may be deducted from the refund.

Some services allow/require signature (varies by carrier/service and destination). 

• Within the EU: no import duties. 
• To/From non-EU countries: the recipient pays any applicable duties/taxes directly to the courier. You can estimate potential DDP charges using the official FedEx estimator.  

EU orders show VAT where applicable at checkout. Non-EU customers don’t pay EU VAT but may owe local import taxes.

You can return items within 14 days of delivery. Products must be unused, with original tags and undamaged brand packaging (shoe boxes, dust bags, etc.).

• Free returns on orders ≥ DKK 300. 
• For orders < DKK 300, you can still use our return label; a label fee will be deducted from your refund. 
• Items marked “final sale” or “non-returnable” are excluded. 

Create your request via My Account → Orders → Starta return (or our Returns page). Once submitted, you’llreceive the prepaid return label by email with packing and courier instructions.

• We cover it for orders ≥ DKK 300 and for faulty/incorrect items. 
• Otherwise, a return label fee applies (deducted from your refund). 

Stock moves quickly. The fastest way is to place a new order for the size/color you want and return the original.

We ship and receive returns via our partner warehouses. The return address provided in your return-label email is the correct one—please do not send returns to our office.

After the warehouse checks your return, we issue a refund to your original payment method (or to your gift card if used). Please allow standard processing time after inspection.

Use the tracking link in your shipment email or your Account → Orders page (copy the tracking code into the carrier’s site if needed

If your order hasn’t entered fulfillment, we’ll try to update it—contact us immediately. Once shipped, address changes must go through the carrier and aren’t guaranteed.

It can take a few hours after label creation for tracking to activate. Check again later. 

Yes—digital gift cards only. See our Gift Card Terms on the site for details (validity, refunds, balance use).

If you still need help, email support@hilstor.com or call +45 71 88 09 69 (Mon–Fri, 09:00–15:00 CET).