Returns
HOW DO I RETURN AN ITEM?
REPORT YOUR RETURN ONLINE
PRINT THE SHIPPING LABEL
DROP OFF YOUR PACKAGE WITH THE CARRIER
Vos questions
What is the return policy?
If you are not satisfied with an item in your order, you have 14 days from the date of receipt to request a return and send it back to us.
Return requests are made online through the Hartford Returns Portal, which you can access from this page or from your order in your customer account.
Once you've selected the item, you have three return options to choose from:
- Return with cash on delivery using the payment method used at the time of purchase: in this case, return shipping costs are not covered
- Return for a store credit valid for one year on the Hartford website: in this case, return shipping is free
- Exchange for a different size (same product): In this case, return shipping is free
IMPORTANT! If you request a refund and part of the order was paid for using a gift card or store credit, the refund will primarily be issued to that payment method.
What items can I return?
Only items purchased on the Site may be returned under the terms described here.
Customers may return products purchased on the Site within 14 days of delivery, provided that products made to the customer’s specifications, personalized products, or items that cannot be returned for hygiene reasons (such as underwear) are excluded from this return policy.
Any item that cannot be resold will not be eligible for a refund if the depreciation of the goods results from handling other than that necessary to determine the nature, characteristics, and proper functioning of such items; this includes items that are incomplete, damaged, soiled, washed, missing the designer label or care label, etc.
Are returns free?
Return shipping costs are covered when you choose a store credit refund (valid for one year on the Website) or when you exchange an item for a different size. In these cases, once you’ve completed your online return request, a prepaid return label will be sent directly to you via email.
When a customer chooses a refund via credit card or PayPal, the customer is responsible for the return shipping costs. A prepaid return label is generated when the return is requested online and then emailed to the customer. A flat-rate return shipping fee is then deducted at the time of the refund.
The flat-rate return fee is listed in the returns portal. It corresponds to the standard shipping cost.
How do I prepare for my return?
Once you've reported the return online via the portal, complete the return in three steps:
1. Prepare your package and include the following items:
- The item must be returned in its original packaging: in new, unused condition with all tags and protective packaging intact
- A copy of the invoice or confirmation email so that the warehouse can easily identify the corresponding order.
2. Print out the return label and any customs documents sent to you by email. Then attach it to your package.
3. Finally, hand the package over to the carrier and be sure to keep the proof of shipment (the customer is responsible for ensuring the package is delivered safely to our warehouse; it is the customer’s responsibility to provide proof of shipment in the event the package is lost; otherwise, we will not be able to issue a refund).
If you need more information about a return, our customer service team is available via email at contact@hartford.fr or by phone at +33 1 58 39 39 86.
How do I exchange a coin?
If the size doesn't fit, you can exchange it for a similar item in a different size.
Customers are asked to report their return directly through the returns portal and choose to exchange the product by selecting the new size.
The original item is then returned in the usual manner, and the replacement is shipped as soon as the return is received.
If you need more information about exchanging a product, please contact customer service by email at contact@hartford.fr or by phone at +33 1 58 39 39 86.
When will I receive a refund for my return?
If you have chosen to receive a refund in the form of a store credit on the Website, you will receive it immediately by email as soon as the warehouse has received your return.
If you have chosen to receive a refund via the payment method used for the order, it will be processed within 14 days of receiving the returned items.
Why can't I report my return online?
To initiate a return online, simply log in to your account and start the return process from the relevant order. If you don't have an account, you can access the returns portal via the link at the top of this page using your order number and the associated email address.
If more than 14 days have passed since you received your order, the return period is considered to have expired, and you will no longer be able to return the item online. You also do not need to return the product yourself, as it will be sent back to you.
If you need more information about a return, our customer service team is available via email at contact@hartford.fr or by phone at +33 1 58 39 39 86.
Can I return my products directly without going through the online returns portal?
All returns must be reported through our online returns portal, which is available above this FAQ. This portal allows you to generate a customized return label, ensuring that your package is sent to the correct address and providing better tracking of your returns.
Unannounced returns will be refused by our team and/or may result in additional costs when processing the return package.
