RETURN POLICY
We have a 14-day return policy. You have 14 days after receiving your item to cancel your order, for any reason and without giving a reason. After you have cancelled, you have another 14 days to send the item back to us.

How to return
The easiest way to return is through our return portal: https://return.shipmondo.com/hagen

1. Enter your order number (e.g. #1234) and the email address you used for your order. You can find your order number in your order confirmation email, or by logging in at account.hagenstore.com.
2. Choose the items you want to return and confirm.
3. Pay for the return label in the portal.
4. Print the return label, or use the QR code if you don't have a printer. Some carriers, such as DAO, instead send you a code by email. Write the code on the package and give it to the staff at the parcel shop. The label and codes are also sent to your email.
5. Pack the item together with the return slip. Place the label on the largest flat side of the package, and don't tape over the barcode.
6. Drop off the package at a parcel shop.

You can also cancel your order by sending an email to info@hagenstore.com with your order number. In that case, you send the package at your own cost to:
I&A Consulting ApS (hagen), Sønderødvej 24, 4291 Ruds Vedby, Denmark

We recommend using a tracked shipping method, as we cannot refund items that never reach us.

Return shipping
You pay for the return shipping. If you use our return portal, you pay for the label directly in the portal. If you send the item another way, you pay for that shipping yourself.

If the item is defective, damaged or wrong, we cover the return shipping (see "Damages and issues" below).

Condition of the item
You may try on the item the same way you would in a store. To get a full refund, please return the item:
- unworn and unwashed
- with all tags attached
- in its original packaging if possible

If the item has been worn, washed or handled more than needed to try it on, we may reduce your refund to cover the loss in value.

Damages and issues
Please inspect your order when you receive it. If the item is defective, damaged or if you received the wrong item, contact us at info@hagenstore.com as soon as possible with your order number and photos of the problem. We will evaluate the issue and make it right. In these cases, we cover the return shipping.

You have the right to complain about defects for 2 years after delivery.

Exchanges
The fastest way to get what you want is to return the item you have and place a new order for the new size or item. Your return will be refunded as usual.

European Union and Norway
If your order is shipped to a country in the European Union or to Norway, you have the right to cancel within 14 days as described above. This right cannot be limited by any other part of this policy.

Refunds
We will notify you once we have received and inspected your return.

You will get back the full amount you paid, including the original shipping cost (up to the price of our cheapest standard shipping option). The refund is made to your original payment method within 14 days of us receiving your cancellation. We may wait with the refund until we have received the item back, or until you have shown that you have sent it.

Please remember that it can take some time for your bank or card provider to process and post the refund.

If you have not received your refund within 14 days after we have received your return, please contact us at info@hagenstore.com.

Cancellation form
You can use this form to cancel your order, but you don't have to. You can also use our return portal or send us an email.

To: I&A Consulting ApS (hagen), Sønderødvej 24, 4291 Ruds Vedby, Denmark, info@hagenstore.com
I hereby give notice that I cancel my contract for the sale of the following goods:
- Order number:
- Ordered on / received on:
- Name:
- Address:
- Date:

Questions
If you need help or have any questions about your return, contact us at info@hagenstore.com.

SHIPPING POLICY
At Hagen, every order is packed and shipped with care. Below you'll find everything you need to know about receiving your order.

ORDER PROCESSING
All orders are processed within 1-2 business days (Monday–Sunday, excluding public holidays). During sale periods or new collection launches, processing may take slightly longer. You'll receive a shipping confirmation email with tracking information once your order leaves our warehouse.

DELIVERY TIMES
Denmark
[2–3 business days] 

European Union
[3–7 business days]

Rest of the World
[7–14 business days] 

Delivery times are estimated from the date of dispatch, not the order date, and may vary depending on your location and local courier conditions.

CUSTOMS, DUTIES & TAXES
For orders shipped outside the EU, your parcel may be subject to import duties, taxes, or customs fees determined by your local customs authority. These charges are the responsibility of the customer, and Hagen has no control over them. We recommend checking with your local customs office before ordering.

TRACKING YOUR ORDER
Once your order has shipped, you'll receive an email with a tracking number and link so you can follow your parcel's journey.

DELAYS
While we work closely with our courier partners to ensure timely delivery, delays can occasionally occur due to customs clearance, weather, or high seasonal demand. We monitor all shipments and are happy to help if your delivery is taking longer than expected.

LOST/MISSING/DAMAGED PARCELS
If your order hasn't arrived within the estimated window, or arrives damaged, please contact us at info@hagenstore.comwith your order number, and we'll resolve it as quickly as possible.

QUESTIONS?
Contact us at info@hagenstore.com with any questions about your delivery.

FAULTY/INCORRECT ITEMS
If your order arrives faulty, damaged or incorrect, contact us at info@hagenstore.com within a reasonable time of receiving it.

Please include:
( Your order number
( A description of the issue
( Clear photographs showing the fault

We will respond within 1-2 business days and cover the return shipping on approved claims.

RIGHT OF COMPLAINT
Under Danish consumer law you have a 24-month right of complaint on all items purchased from Hagen. This covers manufacturing defects and faults in materials or workmanship that were present at the time of purchase.

It does not cover normal wear and tear, damage from misuse or accidents, incorrect washing or care, or alterations made after purchase.

If a claim is approved, we will repair the item, replace it, or refund you, depending on what is possible and reasonable in the situation.