Accepted payment methods
Returns and exchanges
I gladly accept exchanges
I don't accept returns or cancellations
The following items can't be returned or exchanged
- Custom or personalized orders
- Items on sale
Returns and exchange details
Please note that we offer exchanges oIf you are unhappy with your purchase, please send me a note within 1 day of receiving your item. All items must be unused and in original condition. Once I receive the item that you are exchanging, I will send out the new item to you. Please note that all shipping fees are to be covered by the buyer. PLEASE NOTE: ALL SALE ITEMS ARE FINAL SALE.
I do my best to make everything clear on our shop with descriptive details and photographs. However, I get that this isn't always perfect. And I want you to be happy with your purchase! So let's make that happen...
If you are unhappy with your order, I will gladly EXCHANGE your items (minus shipping costs) within 4 days of receiving your order. All items must be in their original condition, which means unused and unworn. Just send me an email with your order info and we'll fix the problem. Please note, the buyer is responsible for all shipping costs on all return items.
WEAR AND TEAR INFORMATION:
I do my absolute best to reinforce all seams and make each bag durable as possible for it's style. But because each bag is made from vintage leather and some details are not sewn by myself, things can happen. If you have any rips or tears occur within 30 days of receiving your item, I consider this a manufactures defect and will repair your item for you at no extra cost. Simply ship the item back to me for a repair. Anything after 30 days is considered normal wear and tear that is not under my control and I am not responsible for. At this point I encourage you to take your bag to a local seamstress for any repairs.
All purchases are sent out within 4 days of order.
All shipping is done through Canada Post with a standard delivery. This means that it will take approximately 6 -18 business days within North America (depending on where you are from) but can sometimes take longer getting stuck in customs. I tend to get lots of emails saying that the parcel is taking longer than the 12 days... so expect it to take an extra week or two.
All bag purchases to Canada and the USA are sent with a tracking number which can be tracked through canadapost.ca. But sadly, the tracking information doesn't always show up after it crosses the border. From my experience, this is totally normal, so please don't panic! :)
Parcels sent to anywhere else (INTERNATIONALLY) do not have a tracking number can take 4-6 weeks to arrive.
Please note we only consider a package lost after 6 weeks (which is Canada Post guidelines) and will resolve the problem at that time.
Hoakon/Helga is not responsible for any lost or damaged items in the mail.
Additional policies and FAQs
All Hoakon/Helga bags are made from vintage leather... sometimes they have a bit of a "vintage" smell to them. This will wear off in time, but if you want you can also air it outside for a bit, or wipe it with a leather conditioner (if it's leather not suede).
To care for your item, use a leather conditioner and wipe with a cloth. You can also spray it with leather spray that you would use to protect leather jackets and shoes to help protect the material. Make sure to not spray the inside though. AND DO NOT wash your bag! This will dry out the leather... also avoid rain showers and putting your bag on grimey grounds to increase the bags longevity. If you have suede, you can buy a suede spray and a suede brush to help clean the bag. You can buy these products at a shoe store, and follow the directions on the cleaning bottle.
** I am currently not accepting orders using your own personal leather jackets at this time.
** All computer monitors are different and I do my best to present the colors of bags to the best of my ability but please be aware that it may appear slightly different on your screen.