FREQUENTLY ASKED QUESTIONS
E - Commerce
How can I track the shipping status of my order?
Once your order has been carefully packaged at our Atelier, it will be shipped, and a tracking number will be generated. Our customer service will promptly provide you with this information once it becomes available.
Will my order be shipped in a gift packaging?
At Hagent, we strive to provide you with a unique shopping experience, which is why we handle your order with utmost care. Each order is meticulously processed at the Hagent Atelier, individually packaged in a box, and sealed with a cotton strap. The box is then placed inside a discreet package for secure and anonymous shipping.
Are my personal and payment details secure?
Hagent is very concerned about online security. We take the privacy and security of your payment and personal information very seriously. We use SSL encryption technology for online transactions to protect your credit card information.
What payment methods are accepted?
Payments and Security
The payment of the purchased products must be made by the Customer at the time of placing the order using one of the credit cards available and indicated online, or by bank transfer, as follows.
Credit Cards
Shopping with us and paying by credit card is simple and secure. We accept Visa, Mastercard, American Express, Maestro, Apple Pay and Samsung Pay.
Our payment provider Stripe enforces HTTPS for all services that use TLS (SSL), including our public-facing website and dashboard, to ensure secure connections: Stripe.js is only deployed over TLS. Stripe's official libraries connect to Stripe servers over TLS and verify TLS certificates for each connection. For more information, please refer to the Privacy policy for the Stripe payment service, available on the respective website: www.stripe.com
PayPal
In case of payment via PayPal, the financial information provided by the buyer at the time of placing the order (credit/debit card number, expiry date) will be forwarded via encrypted protocol, only to PayPal which provides remote electronic payment services, without any other third party becoming aware of them.
PayPal can be used to buy comfortably, without the need to enter credit card information on the website. When you choose to pay by PayPal, you will be redirected to the PayPal website.
You can log in directly with your PayPal user data and then confirm the payment. PayPal handles the process of debiting the amount from your account, and we ship your products immediately.
Can I have an item delivered to another country?
Shipments are only possible within the national territory of the country where you place the order. For purchases made in the United States, please note that we do not deliver to P.O. Boxes.
What is the delivery time?
The estimated delivery time for your exquisite purchase may vary between 2-7 days, depending on the destination country and product availability. Rest assured, we strive to swiftly fulfill your order and deliver it to you with the utmost care and efficiency.
What do I do if I think an item that I purchased is faulty?
Simply email office@hagent.at and we’ll look into this for you. When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.
Returns
You have 28 days from receiving your order to:
- Contact our Service Team to create a return office@hagent.at
- Send your purchase back to us
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the Hagent tags attached to them (if applicable). This also includes all packaging, accessories and authenticity cards/dust bags. Returns that do not meet will be sent back to you.
Policy
Please handle bags and accessories carefully if you are still deciding whether you will be keeping the item. Please note that other items can transfer dye to the bags or even scratch the leather.
All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the Hagent tags attached to them (if applicable). This also includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way, or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:
- the product(s) have been used, worn, damaged or washed;
- the Hagent tag are not attached to the product(s) or have not been returned. Please note that the Hagent tags constitute an integral part of each product; and/or
- you have not returned any packaging which is considered an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
How can I check the availability of a Hagent bag?
All Hagent backpacks are processed, cut and sewn by our leather artists in hours of manual work to ensure exceptional quality. Such high standards naturally restrict our production capacity and, at times, the demand for our Hagent bags outpaces this capacity. Therefore, the availability of certain models may be limited. Please check with our sales team office@hagent.at for an availability estimate of your desired product.
Availability
All Hagent products are handcrafted by our artisans according to the most demanding criteria. We mainly work with leather, a natural material that is in limited supply due to Hagent's strict selection criteria. For these reasons, it takes several days to complete a Hagent bag. Such high standards naturally restrict our production capacity and, at times, the demand for our Hagent bags outpaces this capacity. Therefore, the availability of certain models may be limited. Please check with our sales team office@hagent.at for an availability estimate of your desired product.
Caring for your Hagent
What is the warranty period and what does it cover?
All new Hagent backpacks come with a 2-year international warranty.
The International Hagent warranty covers any material and manufacturing defects that may be present at the time of purchase ("defects"). The warranty will be valid only if the original invoice is provided.
Where can I have my bag serviced?
Please do not hesitate to contact our service team office@hagent.at. Ideally, you will also send us some photographs and a description of the product to be repaired.
How much does servicing a Hagent bag cost?
The cost will depend on the type of servicing required and the state of the bag. Before every service, the condition of your bag will be evaluated by the Hagent Service experts. Please contact office@hagent.at
Care Advice
Protect the leather from adverse weather conditions
Leather is sensitive to all elements of nature, such as water, grease, heat, light, high humidity or dryness and should not be exposed for a long time to any strong source of light or heat (direct sunlight, including through the window, heating, etc.) that could change its shade. In case of contact with water, wipe off the liquid immediately with a soft, lint-free cloth to avoid marks.
Avoid accidents
Certain substances can damage leather irrevocably. These include ink (pens, fountain pens, ballpoint pens) and products containing grease and alcohol (such as make-up, lipstick, perfume). Light-coloured leather can be affected if it comes into contact with hard or dark textiles for too long. The shape of your item will be preserved as long as it is not subjected to excessively heavy or improper stress.
Give the leather a break
To preserve all its beauty, your Hagent leather product needs an occasional rest. When it is not being worn, it should be stored in the best conditions: protected from light, extreme temperatures and humidity, and preferably in its original case or packaging. Stuffed with tissue paper or bubble wrap and with straps and closures closed, it will keep its shape. Desiccant bags are not recommended as they dry out the leather.
Give the leather professional care
Commercially available care products are not suitable for Hagent leather. Instead of treating the leather yourself and possibly damaging it, you have the far better alternative of regularly entrusting it to Hagent specialists for a cleaning according to all the rules of the art. In case of doubt or questions, you can always contact the Hagent customer service.
With such caring treatment, your Hagent leather product will only grow more beautiful by your side and take on character over time.
How can I ensure the authenticity of a Hagent bag?
Hagent products should be only purchased from Official Hagent Retailers, who are authorized to sell and maintain Hagent products. With the necessary skill and know-how they guarantee the authenticity of each and every Hagent product to ensure its reliability over time.
Haven't found the answer to your question?
Can we help you?
If you have any question regarding our products, you need help with placing an order or arranging an exchange or return, we are here to help 24 hours a day, 7 days a week.
Customer Service
Send e-mail at: office@hagent.at
Please also find some frequently asked questions here.
Unveil the allure of Hagent. Embrace slow luxury at its finest.
