Widerrufsrecht

If you need to return an item, please get in touch via email at info@hivaatelier.com, stating your order number and the reason for your return. Our customer service team will be happy to assist you.

We accept returns within 14 days of delivery.

For all international returns, shipping costs may be deducted from the refund amount at the time of return.
For our members, we offer a one-time complimentary return on orders above €250.

Care & Packaging for Returns

We take great pride in providing luxury products of the highest quality and ensure that each piece is carefully packaged before it reaches you.

Please pay special attention when repacking items, especially bags with straps. We carefully place straps to avoid marking the leather, and we kindly ask you to do the same when returning your item. Returns that arrive damaged due to improper packaging may not be eligible for a refund.

Receiving a Refund

Refunds will be credited to the original purchaser’s payment method.

Once your return has been received, we will process your refund as soon as possible. Please allow 10–15 working daysfor the refund to be completed by your payment provider. Working days are Monday to Friday, excluding Turkish public holidays.

If your purchase was made in a different currency, refunds will be issued in the original currency. Due to exchange rate fluctuations, the refunded amount may differ from the original amount paid.

If complimentary items are not returned with the original order, their value will be deducted from the refund.

For international orders, shipping fees, customs duties, and taxes are non-refundable.

Submit a Return Request

To request a return:

Click the profile icon in the store navigation or visit the returns page.

Log in to your account:
Enter your email address and click Continue.
Check your email and enter the six-digit verification code.

Select your order and choose the item(s) you wish to return.
Select a return reason and add a note if needed.
Click Request return.

If your request is approved, you will receive an email with return instructions and a shipping label. Once the item is returned, your refund will be processed.

Exchanges

If your piece doesn’t fully align with your story, we’re here to reshape it for you.

We’ve designed our exchange process to be as seamless and effortless as possible. There is no need to initiate a return — simply get in touch with us.

For exchange requests, you can contact us via
customerservice@hivaatelier.com
or
our WhatsApp line at +49 176 64618957.

For you, we:

Help you select your new item
Provide a complimentary return shipping label
Carefully prepare and send your new piece once the original item reaches us

In case of a price difference:

If the new item is of lower value, the difference will be refunded to your original payment method
If the new item is of higher value, a secure payment link will be shared prior to shipment

If you prefer, you may proceed with the standard return process and place a new order. However, for the fastest and most effortless exchange experience, we recommend contacting us directly.

Personalised Products

Due to the nature of personalised items, returns, changes, or cancellations are not accepted once an order has been placed. All sales of personalised items are final. This does not affect your statutory rights.

Turkey Returns

We are pleased to offer free returns for all full-price items purchased in Turkey.

Returning to a Store

You can return or exchange items at our İstanbul stores in Nişantaşı and Emaar Square Mall. If you choose to return your item in-store, there is no need to create a return request — our team will assist you directly.