Welcome to our service page. We love to provide you with good service.

Happy customers make us happy. So we do our best to make it worth your wait. Most of our goods are hand made. Slight variations and little imperfections can therefor occur. As we know, small human errors can make beautiful things. This shop is about making beautiful things happen.

Quality control is done prior to sending your order. In case you think that something is really wrong with your order; you can use the service form to contact us with the right information.

You should know that HAG works with various independent partners; therefore our service varies based on products.

Return & Refunds policy vary based on products.

HAGIA

To make things easier to understand, we have placed our products in different service categories. The amount of categories may grow over time as we partner with more and divers independent partners. Everything is customized and made to order.

Category 1: Refund Policy

Your purchase service category is 1.

Before you receive your purchases – we give you extra time before we process your order. Things do not always go to plan. Second thoughts, last minute small design changes etc. can happen. Therefore, we will wait 2 hours, before processing your order. Within these two hours, you can cancel your order without any punishment. We will send you your money back.

After 2 hours, we can not get you a full reimbursement, because we already invested in your order, making the necessary arrangement. Each product is hand made, personalized for you. For any assistance, please contact us through a service form or Whatsapp.

After you receive your purchase – When your purchase is final, we do hope that you are happy with your product and our service. You can always leave feedback to us. Simply fill out our feedback form.

Because you can not return the goods that are specially made for you; it is very important that you check anything special or important to you before you place an order. In that way, you leave us enough time to make the necessary changes.

• Check Color details
• Check Text – spelling can not be adjusted once the order is final. Our team doesn’t know anything about special text variants in names and words.
• Check Size – check the appropriate size you want to order.
• Check your latest adjustments if you have made any.
• Preview your purchase – we are happy to send you extra images if you want to preview your purchase in order to check if anything is conforming your wishes.

Personalized Products

• If a product is faulty; you can return it within 14 days
• You need to provide your name and order number.
• Please provide a digital photo of the fault with a clear description of the problem.
• If a fault can not be verified by phone or email; you have to send the product to us. So we can determine the state of the product.
• You can only send a product back, after you have contacted us with a service request.
• The goods must be sent with a signed for and recorded delivery.

Please review our Terms of Service, to which you agreed at the time of your purchase. You can find them on our website.

Non-Faulty Goods can not be returned. They are specially made and personalized for you.

Faulty Goods: Please fill out our customer services form first. Send us a written notice. If we are at fault, we will send you notice of the costs that will be reimbursed by us.

Non Personalized Products

You have the right to cancel your contract for the purchase of a non-personalized product, if you notify us of the cancellation no longer than 14 days after the day following the day on which the product is delivered. You must return the unused non-personalized product to us within 14 days of notifying us of the cancellation, and you must pay for the return of the unused non-personalized product to our nominated address.

In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge. Manufacturer faults cover scratches on the product, stitching issues and hemming issues. We decide what falls under manufacturing faults.

All orders made for Business to Business contracts are not covered by Consumer rights act as wholesale contracts/accounts are regarded as businesses. Businesses cannot expect a legal remedy in respect to Fair wear and tear, misuse or accidental damage, or if they decide that they no longer want the item.
 

Cancellation

Cancellation after the 2-hour review period, and thus the finalization of the purchase, there is a mandatory fee of 30% when you cancel your purchase. Please provide us with the following information.

Category 2

Refunds requests are processed within 36 hours. Please make sure you review your product carefully. The review period is 2 hours, unless you waive your right or have added extra review time.

Refund eligible cases are:

• If the product is damaged, we will provide a full refund or replacement.
• Incorrect product
• Incomplete product or with a missing component
• Product with the wrong size, color, etc.
• If the product is out of stock.
• If the product can not be shipped for a reason outside our influence.

• Photo’s or video of the damaged items.
• Screenshots of your dispute, which include name, date and content.
• Tracking number in case of goods that must be returned (proof of shipment).
• Money will be refunded to the original payment channel.

Delayed orders

• In normal circumstances, more than 30 days
• In busy seasons, more than 40 days
• In unforeseen circumstances like epidemics etc, the date will be different.

Please note that refund is granted for the following regions, when shipment is more than 30 days.

• Orders shipped to USA, Europe, New Zealand and Canada.

Please note that refund is granted for the following regions, when shipment is more than 60 days.

• Orders shipped to South America, Middle East, India and Africa.

No Refund

• Order delay caused by delivery pending
• Wrong address
• Insufficient address
• Package unclaimed
• Inability to contact the customer
• After the customized order is finalized and in production.

Category 3: No refund and no dispute: Purchases are made at your own Risk

We do not provide any refund, and we will deny open disputes when your purchase is made or your order is sent to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine;

Category 4:

Your purchase service category is 4.

• Any claim for a misprinted, damaged or missing good must be made within 30 days after the good has been received.
• If your purchase/package is lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.
• Claims that are an error on our part are covered at our expense.
• Unclaimed returns will be donated to charity after 30 days.
• Reshipment cost for any good must be paid by the customer.

No Refund

• Order delay caused by delivery pending
• Wrong address
• Insufficient address
• Package unclaimed
• Inability to contact the customer
• After the customized order is finalized and in production.
• Hygienic products (face masks etc) unsealed or opened packages.

Categoryy 5: Gift Cards

Gift Cards have a no refund policy.