Frequently Asked Questions

ORDERS

Where is my order?

Backordered items are Made-to-order and have a “crafting period” which can take between 8-10 business days before they are shipped.

Ready to Ship items are usually shipped within 24 hours.

Total delivery time is Crafting period+ Shipping time.

All orders are processed Monday – Friday, excluding holidays. Once you place your order, we ensure the quality of your gear is top notch and we pack your order to be shipped from our warehouse in Hong Kong. Once shipped, you will receive an email with your tracking information. We ship orders as they become ready so orders may arrive in multiple shipments. You can check the status of your order by clicking on Track My Order.

I only received some of my items. Where’s the rest of my order?

Orders containing both “ready-to-ship” and “made-to-order” items will have multiple shipments (at no extra charge). We’ll send you an email confirming each additional shipment. You can check the status of your order by clicking on Track My Order.

How do I cancel my order?

We begin processing orders immediately. If you need to cancel your order you can email us at [email protected] within 24 hours of placing your order so we can try cancelling it for you. We will make every effort to honor your cancellation request! If your order has already entered the shipping process; unfortunately, we are unable to grant your cancellation request.

Don’t worry though, you can use return within 14 days of the date you receive your merchandise. For more details, see our Exchange and Returns Policy.

Can I add/remove an item from my order?

Once an order has been placed we are unable to add or remove items. You can contact customer service and request to have your order cancelled so you can place a new order with the correct items. To cancel your order, you must email [email protected] within 1 hour of your placing your order. We will make every effort to honor your cancellation request! If your order has already entered the shipping process; unfortunately, we are unable to grant your cancellation request.

How early do I need to place my order for a festival/birthday/event?

Always place your order at least 3 weeks before your scheduled event! (For made-to-order items). Once you place your order for your Festival/Event, please email us at [email protected] with the Festival/Event and your order number in the subject line. Please also provide the date you need the order to arrive by in the body of the email. We want to do all we can to get you your items before your event so that you will be able to make sure everything fits and is ready to go!

SHIPPING

Shipping Rates

All orders are processed Monday – Friday, excluding holidays.

Once your order is ready we ensure the quality of your gear is top notch and we pack your order to be shipped from our Stockholm warehouse. Once shipped, you will receive an email with your tracking information

Total Delivery Time: 7-10 Business Days (Crafting Period) + Shipping Time.

SWEDEN

Shipping Method Cost Estimated Delivery Time Carrier
Priority

Shipping

€ 2 1- 3

Business Days

PostNord

Full Tracking

EUROPE AND UNITED KINGDOM

Shipping Method Cost Estimated Delivery Time Carrier
Economy

Shipping

€ 4,99 5 -7

Business Days

PostNord

No Tracking

Priority

Shipping

€ 8,99 3-4

Business Days

DHL Express

Full Tracking

USA/ CANADA/ AUSTRALIA

Shipping Method Cost Estimated Delivery Time Carrier
Economy

Shipping

€ 5,99 5 -7

Business Days

PostNord

No Tracking

Priority

Shipping

€ 9,99 3-4

Business Days

PostNord

Full Tracking

REST OF THE WORLD

Shipping Method Cost Estimated Delivery Time Carrier
Economy

Shipping

€ 7,99 5 -7

Business Days

PostNord

No Tracking

Priority

Shipping

€ 10,99 3-4

Business Days

PostNord

Full Tracking

**If you are purchasing a product as a gift or for an event, please consider purchasing in advance or choosing the Express shipping option so we can prioritize your order.

Track Your Order Here

 

How can I track my order?

You will receive a confirmation email once your order has shipped that will include tracking information. To track your order you will need the tracking number you received by email. You can check the status of your order by clicking here: Track My Order and entering your email and order number.

Why does my tracking number say “not found”?

Tracking numbers can take 1-2 business days to update online. You can see real-time updates by logging into your account or by clicking on Track My Order. If you do not see any activity on your tracking number after 2 business days, please email us at [email protected] and we’ll investigate further for you.

Do you ship out orders over the weekend?

No. At this time, we only operate from Monday through Friday, excluding Holidays. Orders placed on Friday will most likely ship out on Monday or Tuesday of the following week.

How do I report a missing or lost package?

We will not refund any customer whose order is not received because the shipping address provided during the checkout process was inaccurate or incomplete.

If your tracking says your package was delivered but you did not receive it or the package is missing, it is your responsibility to first contact your local post office to report the issue concerning your stolen/lost/undelivered parcel. Once you have contacted the Post office concerning your stolen/lost/undelivered parcel, please email us at: [email protected] along with your open case number from the shipping carrier for the lost package and we will work with you to see if we will need to re-send your order or issue a refund on a case-by case basis.

Do you ship to my country?

We currently ship to most countries that are supported by PostNord, DHL, and UPS. If you do not see your country as an option during checkout, please contact us at [email protected] and we will look into it for you.

RETURNS

How do I return/exchange an item?

At HOODIE LAB, we realize how difficult it is to order merchandise on-line, especially for first-time buyers. Without actually seeing the goods in front of you, you’re never really sure if you’re buying exactly what you want. That’s why we offer our customers guaranteed satisfaction. If you’re not completely satisfied with your purchase, you may return or exchange your merchandise within 30 days of placing your order.

How to process a return or exchange

Sweden/ EU Returns
Please follow the process below when returning your item(s) to us.

  • Send us a photo of the item you would like to return to [email protected]
  • Once your return is approved, you will receive a notification email and please follow the instructions to successfully send back your item.
  • When you send in your return item(s), please use the original box or mailer bag it came in, or in a secure, waterproof package. Please make sure your package has the return shipping label on the front and take off any other shipping labels or stickers.
  • All returns should be sent to the following address:
    Drottningholmsvägen 5
    11242. Stockholm
    Sweden
  • Returns are processed within 3-4 business days of being delivered back to our facility. And we will process your return to your specifications upon arrival.

International Returns

When returning a package outside of the U.S please follow the instructions below.

  • Send us a photo of the item you would like to return to [email protected]
  • Once your return is approved, you will receive a notification email and please follow the instructions to successfully send back your item.
  • Please ship back your package to the address below. At this time we are not able to send out a shipping label for orders outside of the USA.
  • When you send in your return item(s), please use the original box or mailer bag it came in, or in a secure, waterproof package. Please make sure your package has the return shipping label on the front and take off any other shipping labels or stickers.
  • If the return was due to an error of ours (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for all shipping costs related to the return. Please use Standard Mail (we will only cover the shipping cost for Standard Mail) and get a copy of your drop-off receipt. Return your item(s) using your local Post Office and request a drop-off receipt.
  • Please keep your drop off receipt or proof of return in a safe and secure location, as we need this to verify you successfully returned your item.
  • Returns are processed within 3-4 business days of being delivered back to our facility.
  • International customers are responsible for paying all import taxes and duties.

For more information please see our Return/ Exchange Policy

Can I return an item that I received as a gift?

We understand that even with the best intentions, our loved ones don’t always get it right! If you are able to provide us with the purchaser’s name and order number, we are happy to issue you store credit once we have received and inspected your returned item. We can also exchange your item for a different size or color if that is easier for you. Don’t worry, we won’t contact the original purchaser for any reason.

What happens once my Return items arrive at Hoodie Lab?

Once we receive your return, We will send your personal In-store credit code to your Hoodie Lab account email. If you need us to send the code to a different email please include the email in the comments when placing your request, or let us know at [email protected]

Returns may take up to 4 business days to process once they are delivered back to Hoodie Lab. We will be sure to process Returns and issue your In-store credit as soon as possible.

PAYMENTS

What payment methods do you accept?

We currently accept Visa, MasterCard, American Express, and Discover Card credit cards. We also accept Apple Pay and PayPal. We do not accept personal or electronic checks, Bitcoin, money orders, or wire transfers at this time.

How long does it take for my refund to process?

We process refunds the same day. Depending on your bank, it may take 3-10 business days for the refund to post to your account. If you paid via PayPal, the refund will be issued to the same card/account associated with your PayPal account.

Where do I enter my Discount Coupon?

During the checkout process, you will a link for the discount coupon “Click here to enter your code”. Simply, click on the link and input your code in the box and then hit “apply coupon.” Your discount/credit will be applied to your order immediately. Keep in mind, you can only use one discount code per order.

Can I apply a discount after my order is placed?

We unfortunately cannot apply discounts to an order after it has been processed partially or in full.  We also cannot combine discounts for an order. Be sure to apply your discounts before you purchase!

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