Returns
HOW TO RETURN AN ITEM ?
DECLARE YOUR RETURN ONLINE
PRINT THE TRANSPORT LABEL
DROP YOUR PACKAGE WITH THE CARRIER
Vos questions
What is the return policy?
If an item in your order does not suit you, you will have 14 days after receiving it to request a return and return it to us.
Return requests are made online via the Hartford Return Portal accessible from this page or from your order in the customer account.
Once the item is selected, you have the choice between 3 return options:
- Return against reimbursement via the payment method used when ordering: in this case, return transport costs are not covered
- Return against reimbursement in the form of a purchase voucher valid for 1 year on the Hartford site: in this case, return shipping costs are free
- Exchange for another size (same product): in this case, return shipping costs are free
Careful! If you request a refund while a part of the order has been placed with a gift-card or a voucher, the refund will be processed primarily on this method of purchase.
What items can I return?
Only items purchased on the Site can be returned under the conditions described here.
The customer can return the products purchased on the Site within 14 days following delivery of the items, it being specified that products made according to the customer's specifications, personalized products or items which cannot be returned for hygiene reasons (underwear).
Any item which cannot be put back for sale cannot be refunded if the depreciation of the goods results from manipulations other than those necessary to establish the nature, characteristics and proper functioning of these items: by this we mean: incomplete, damaged items , damaged, deteriorated or soiled, washed, without scratches or composition stickers, etc.
Are returns free?
Return transport costs are free in the case of a refund using a credit note (valid for 1 year on the Site) and in the case of an exchange for another size. In this case, at the end of your online return declaration, a prepaid return label will be sent to you directly by email.
When the customer chooses a refund by Card or PayPal, the return shipping costs are the responsibility of the customer. A prepaid return label is generated when declaring the return online and then sent by email to the customer. A fixed amount of return transport costs is then deducted at the time of reimbursement.
The flat rate return amount is indicated in the returns portal. It corresponds to standard delivery costs.
How to return my order ?
Once your return request has been created, please follow these steps :
1. Prepare your package with the following items:
- The product(s) in its original packaging: new and unused with all tags attached
- A copy of the invoice or the confirmation email so our warehouse team can easily identify the order associated.
2. Print your return label along with the customs documents sent to you by email. Attach it to your package.
3. Take it to your preferred drop-off location for shipment and keep the proof of deposit for your package. The customer is responsible for ensuring the package is delivered to our warehouse. You must provide proof of deposit in case the package is lost; otherwise, we will not be able to process a refund.
If you need more information about returning your order, you can contact our customer service by email at contact@hartford.fr or by phone at +33 1 58 39 39 86.
How to exchange an item ?
If the sizing of an item does not fit you, you can request an exchange for a different size for a similar item.
The customer is invited to announce its return through the return portal and select the exchange of an item by selecting the new size.
The initial product is then returned according to standard return procedures. The exchange is shipped upon receipt in our warehouse.
If you need more information about exchanging an item, you can contact our customer service by email at contact@hartford.fr or by phone at +33 1 58 39 39 86.
When will I be refunded for my return?
If you have opted for a refund in the form of a credit note on the website, you will receive it immediately by e-mail, as soon as the warehouse has received your return.
If you have chosen a refund via the payment method used for the order, it will be made within 14 days of receipt of the returned items.
Why can't I declare my return online?
To declare your return online, simply go to your customer account and initiate the return from the order concerned. If you do not have an account, you can access the returns portal from the link at the top of this page with your order number and the associated email address.
After 14 days of receipt of the order, the return period is considered to have expired and you will no longer be able to make the return online. There is also no need to return the product on your own as it will be returned to you.
If you need more information regarding a return, customer service is at your disposal by email at contact@hartford.fr or by telephone +33 1 58 39 39 86.
Can I return my products directly without going through the online returns portal?
Each return must be announced through our return portal available above this FAQ. This ensures that the correct return label is generated, allowing your parcel to be shipped to the right address and enabling better tracking of your return
Undeclared returns may be refused by our teams in our warehouse and/or may incur additional processing fees.
