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FAQs

Do I need an account to place an order?

Nope! All you need is an email address. We recommend that you register for an account to start adding pieces to your cart, but, you can also place and track orders as a guest, or sign up at a later time.

I forgot my password: what should I do?

Follow the 'Forgot your password?’ link on our Sign in page and enter your email address. You’ll then receive an email to reset your password. 

How do I receive HOD email updates?

You can stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.

How do I place an order on your site?

It's easy!

Choose a category or designer from the top navigation menu or search to explore a specific style or trend.

Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to checkout.

Sign in to your account or, if you've not yet created one, proceed via guest checkout.

Enter your address, payment method and delivery details to complete your order. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.

Where can I find size & fit advice?

Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab. 

Can I cancel my HOD order or make changes to it?

Yes, you might be able to cancel some items before we prepare your order. Just head to 'Orders & Returns', if you placed an order as a guest. We can't add items to an existing order, but you can place a new order for any additional pieces. You can find more info in our Return & Refunds Policy.

Why is HOD pricing special?

It's down to our unique business model. At HOD, you are shopping pieces from our luxury brands and partners worldwide, expertly curated for you by our team. Prices are determined by each HOD partner, so the price of the same item may vary depending on where it's coming from and your location. That's also why placing an item in your shopping bag or Wishlist won't reserve it at a particular price.

Although we don’t have any control over price variation, we will always offer you the best price available to your destination at the time of purchase. To view the most accurate prices, select your delivery destination at the top left corner of our site.

Please note: Placing an item in your shopping bag or wishlist does not reserve it at a particular price.

Which currencies can I shop in?

This is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in CAD for a competitive exchange rate.

When will my card be charged?

If you pay by debit card, HOD will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

Visa, Master Card, American Express, Apple Pay, Google Pay   (available in US, Canada), Pay Bright - Buy now pay later (only available in US & Canada)

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the HOD Privacy Policy.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, we don't offer reservations. 

Are HOD items guaranteed authentic?

100%. Our offering is expertly curated by the iconic designers around the globe and our retailers guarantee all items are authentic.

How will my order be packaged?

Your order will be carefully packaged in a protective HOD box or designer brands' box — with branded dust bags if provided by the designer — to ensure it arrives to you in great condition.

How much will I be charged for shipping?

This varies depending on the size, weight and destination of your chosen items, and the cost will appear at the checkout. The good news is we offer One Shipping Fee for orders above a certain threshold – this means you can purchase multiple pieces from multiple locations for one fee.

Do you offer same day delivery?

Currently, we offer a same day delivery service in Toronto. Simply order before 11am to receive delivery that same day, and after 11am for the next business day.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we'll dispatch it within 2 business days. Delivery takes 2-7 business days, depending on your location and chosen shipping method. If you ordered from multiple HOD partners, your items will arrive separately and you'll receive separate delivery notifications.

Tracking information and an estimated delivery date will be provided. You can also follow its journey by heading to 'My Orders' in your account.

Will I need to pay taxes and duties?

HOD ships to the following destinations on a DDP (Delivery Duties Paid) basis:

European Union, The United Kingdom, USA, Canada.

This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DAP (Delivery At Place) destination is selected, the price you pay to HOD will exclude all relevant import duties and sales taxes. As the recipient, you'll need to instead pay these directly to our carrier to release your order from customs upon arrival.

For US customers, your purchases may be subject to sales or use tax, unless your state does not impose the tax or your purchase is exempt from the tax. HOD may charge and collect sales tax on these purchases. If sales tax is not collected, states may require customers to report taxable purchases (including internet purchases) where sales tax was not paid and pay use tax on those purchases. Your refund will include any taxes and duties you paid in the original purchase price.

Why can't certain items be shipped to me?

While HOD ships internationally, the brands on our site can determine where their pieces are distributed — so some may not be available to purchase in all regions. A selection of beauty products and exotic items may also be restricted by local customs in the country you are shipping to.

Can I change my shipping address after I have placed my order?

If you need to update your shipping information please email us at info@thehodshop.com within 12 hours of placing your order and we will try our best to change the address before the order ships. After an order has been shipped, we are unable to make any changes.

What is HOD's returns policy?

We offer a full refund (excluding delivery costs) on any items returned to us within 30 days of the delivery date. To create a return, go to Orders & Returns in your account or email us at info@thehodshop.com.

It's best to book your collection within 7 days of delivery — this is to ensure your package arrives within the required time frame. We are unable to process exchanges, and all returned pieces must be unworn, undamaged and unused, with all tags attached with its original packaging. You can find more info on returning an order in our Returns & Refunds Policy.

How do I return my item?

Here's what you need to do:

If you placed your order as a guest please email us at info@thehodshop.com. Go to Orders & Returns if you have an account.

Find the order you want to return and click return item(s).

Select each item and your reason for returning.

Place each item you're returning with all the original packaging inside the HOD box.

Prepare your package by attaching your Return Label to the outside of your HOD box.

Attach the Return Note to the outside of your HOD box. Make sure the Return Label is still visible as this will need to be scanned by the courier.

Give the Waybill Doc to the courier. To track the return of your order, make a note of the Waybill Number.

We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

Make sure returns from different partner boutiques are packaged separately and that the correct Return Label is attached to the outside of each HOD box.

How do I package my item for return?

Simply follow these steps to prepare your item:

Place any unwanted items with original packaging inside the protective HOD box.

Attach the return label and a signed copy of the return note to the outside of the HOD box. Please do not attach any labels to an item’s branded box.

If you're returning to multiple locations, please pack the items separately for each of our partners, with a corresponding return label attached to the outside of each box.

Find out more about preparing your parcel for a return.

Does my order need to be returned in the HOD box it arrived in?

We recommend returning your item in the HOD box provided, but if you're unable to do that, please find a suitable box so that items are returned in perfect condition. Items must be returned undamaged and unused, with all tags attached, including original packaging and branded boxes.

When will I receive my refund?

Refunds are processed via the original payment method and will normally appear within 10 business days, depending on your payment provider.

You can follow the progress of your package with our courier using the tracking number assigned to your returns label. As soon as it's accepted by our partner we will send an email to confirm your refund.

Remember to check your return meets the conditions of our Returns & Refunds Policy..

Will shipping & duties be refunded on return?

While we offer free returns for all orders, the original delivery cost won’t be included in your refund. If you have shipped an order to a DAP (Delivery At Place) destination, taxes and duties are non-refundable through HOD. You may be able to recover these by contacting your local customs office directly. If you have shipped an order to a DDP (Delivery Duties Paid) destination, taxes and duties are refundable through HOD.

Can I return my customised item?

We are unable to accept returns as customised pieces are created to your specification and taste.

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