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!
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:
- Put the dials at its original numbers: 0-0-0.
- Push the button A to the end as the arrow showed, hold it until you finish the next step.
- Set your combination by turning the dials B, for example: 8-8-8.
- 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:
Where do you 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.
Is there a shipping charge for orders?
We offer FREE SHIPPING on all orders to residential addresses in Austria, Belgium, Denmark, France, Germany, Luxembourg, the Netherlands & United Kingdom (UK). 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.
When will I receive my order?
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
How can I cancel my order?
The time between the placement of your order and shipment is very limited therefore, you cannot cancel your order once you have received the confirmation e-mail and will have to return the item(s) under the terms of the returns policy.
I want to return the order for a refund, what should I do?
Returns will only be accepted within 14 days of the delivery date.
My goods are damaged or faulty, what should I do?
If the goods are damaged or faulty, please contact customer service.
What should I check upon delivery of my goods?
The courier will deliver your goods, provided that you sign for them. Before signing you should check the item(s) for quality and accuracy.
How can I place an order?
To place an order select your desired item and add it to your shopping cart. If you are interested in buying one or more items, you can change the quantity and selection in the course of the buying process. Follow the instructions on the checkout page to complete your order. As soon as you confirm your order, an automated e-mail confirmation will be sent.
What payment methods can I use?
We offer Visa, Mastercard, AMEX, Maestro, iDEAL, Bancontact/Mister Cash, SOFORT Banking, Bitcoin, Belfius & KBC/CBC.