Welcome to our FAQ page. We hope you will find the answers to your questions on this page, please do not hesitate to contact us if you do not.


Our Warranty Service

Hedgren provides a two-year warranty (5 years for hard-shell luggage) against material and manufacturing defects, which is valid from the date of purchase. If you find such a defect within the warranty period, bring the product to your local Hedgren dealer. Hedgren will repair or replace the product at its own discretion and free of charge. But don’t forget: for your warranty claim to be valid, you must be able to show a proof of purchase in the form of a warranty certificate. This will either have been filled in by the salesperson or accompanied by a receipt along with the date of purchase.

Important: the warranty is limited to the purchase price of the product. So, it does not cover damage caused by any of the following: incorrect use, negligence, carelessness, scratches, tearing, exposure to extreme temperatures, solvents, acid or water, normal wear, damage by normal use or transportation damage (at airline companies for example).

If the product is damaged due to one of those causes, you can of course still contact your Hedgren dealer. He will provide advice and offer to repair the product against the payment for such repair. Material and production defects found outside the warranty period can similarly be repaired against the payment for such repair (depending on the availability of the parts, that is).

Notice: repairs carried out by service centres which are not approved by Hedgren are not covered by this warranty!

For further questions, please contact us .

Cleaning Your Hedgren Bag

Check out the following instructions, in case of emergency only.*

Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place. Avoid moistening the leather parts when cleaning.”
Wipe with a soft & dry cloth. Do not use any chemical cleaners to care for the product.”

Please check the product details of your particular bag for more customized care instructions: www.wikihow.com/Wash-a-Backpack

* Emergencies may include, but are not limited to: coffee spills, luggage conveyer belt dust, cosmetics leaks, globetrotting wear-and-tear.

RFID Blocking Technology

Skimming fingers beware! This digital information is protected.

Your RFID pocket enables cards against unauthorized RFID readers. Many credit cards, passports and other RFID enabled media contain RFID chips that record your personal information, if you do not use protective measures with RFID pockets, identity thieves can obtain your credit card data using hidden RFID readers without you ever knowing.

How To Set Your TSA-LOCK

The original number is 0-0-0.

To set your personal combination, follow these steps: 

  1. Put the dials at its original numbers: 0-0-0.
  2. Push the button A to the end as the arrow showed, hold it until you finish the next step.
  3. Set your combination by turning the dials B, for example: 8-8-8.
  4. Now you can release the button A, and let it spring back.

Your personal code is now set. Note it down in a safe place in case you forget it. If you wish to change the combination, repeat steps 1-4.

There is no key included with this lock, only custom authoroties have the approved key. For more info, go to www.hedgren.com.

Traveling with your Hedgren Bag

Most of our bags meet most airline carry-on size restrictions, here is a list of the allowances given by the following airlines:

We hope that you have found your airline of choice, please do not hesitate to contact us if you did not.

E-Commerce Hedgren

Deliveries

Delivery times

We deliver within 1 to 7 business days provided receipt of payment is before 2 PM Central European Time (i.e. Payment receipt before 2 PM on Monday and your order will arrive on Tuesday if the shipping address is located in Belgium. Any order after 2 PM with location Belgium on Monday will arrive on Wednesday).

Albania: 5 to 6 business days; Argentina: 6 to 7 business days; Australia: 3 to 5 business days; Austria: 2 business days; Belgium: 1 business day; Bosnia & Herzegovina: 5 to 6 business days; Brazil: 6 to 7 business days; Canada: 3 to 5 business days; Colombia: 4 to 5 business days; Croatia: 3 business days; Czech Republic: 2 business days; Denmark: 2 business days; Egypt: 3 to 5 business days; Finland: 3 to 5 business days; France: 1 to 2 business days; Germany: 1 to 2 business days; Greece: 4 business days; Hong Kong: 3 to 5 business days; Hungary: 3 business days; India: 3 to 5 business days; Indonesia: 4 to 5 business days; Israel: 2 to 5 business days; Italy: 2 business days; Ireland: 3 business days; Japan: 3 to 5 business days; Luxembourg: 1 business day; Macedonia: 4 to 5 business days; Malaysia: 3 to 5 business days; Mexico: 4 to 5 business days; New Zealand: 3 to 5 business days; Norway: 3 to 5 business days; Panama: 5 to 6 business days; Philippines: 4 to 5 business days; Poland: 2 business days; Portugal: 3 to 4 business days; Romania: 4 business days; Russia: 5 to 6 business days; Singapore: 3 to 5 business days; Slovakia: 3 business days; Slovenia: 2 business days;   South Africa: 4 to 5 business days; South Korea: 3 to 5 business days; Spain: 3 to 5 business days; Sweden: 2 to 5 business days; Switzerland: 3 to 5 business days; Taiwan: 3 to 5 business days; Thailand: 3 to 5 business days; the Netherlands: 1 business day; Turkey: 3 to 5 business days; Ukraine: 4 to 5 business days; United Kingdom: 2 to 3 business days; United States: 3 to 5 business days; Vietnam: 4 to 5 business days

Where we deliver

Currently Hedgren delivers to customers who have an address in Albania, Argentina, Australia, Austria, Belgium, Bosnia & Herzegovina, Brazil, Canada, Colombia, Croatia, Czech Republic, Denmark, Egypt, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Israel, Italy, Ireland, Japan, Luxembourg, Macedonia, Malaysia, Mexico, New Zealand, Norway, Panama, Philippines, Poland, Portugal, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, the Netherlands, Turkey, Ukraine, United Kingdom, United States and Vietnam.

Shipping Charges

Click & Collect (pick up in our stores) is FREE OF CHARGE in Belgium & France. We offer FREE SHIPPING on all orders with a value of €69 and above to residential addresses in Austria, Belgium, Denmark, France, Germany, Luxembourg, the Netherlands & United Kingdom (UK). For orders with a value less than €69 to residential addresses in Austria, Belgium, Denmark, France, Germany, Luxembourg, the Netherlands & United Kingdom (UK) a transport cost of €7.50 applies. Deliveries to residential addresses in Albania, Argentina, Australia, Bosnia & Herzegovina, Brazil, Canada, Colombia, Croatia, Czech Republic, Egypt, Finland, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Macedonia, Malaysia, Mexico, New Zealand, Norway, Panama, Philippines, Poland, Portugal, Romania, Russia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United States and Vietnam are subject to an actual calculated transport cost which is shown in the shipping method section of the checkout process.

Returns

We want you to enjoy your new item. If you’re not completely satisfied with your purchase, you have 14 days to send it back to us and we’ll refund you for the purchase price.

Things to keep in mind

You have the right to cancel the purchase within 14 business days of delivery of the product in question.
You can return your order FREE OF CHARGE with the provided return shipping label if you are a resident of EU.
When you have chosen for Click & Collect we advise you to return your purchase to the Hedgren shop where you have collected your order.
Ensure your return is adequately packaged in the box that it was sent to you in.
Your refund will be processed within 21 working days from the moment we have received the returned item(s).
Please be aware we do not offer the option to exchange your product. We advise to return your order and place a new one.
We cannot process your return if the Returns Form is missing.
Any items which are used or have the original tags removed cannot be refunded.