Frequently asked questions

 

Placing an order

 

Why am I unable to put an item in my shopping cart?

There are two common reasons an item may not be able to be put in your shopping cart.

The item may not be in stock, or you may be trying to order more pieces than are available. If the stock is insufficient, an error message will be displayed at the top of the window.

If you are trying to order trousers, sweatpants, or jeans, make sure to select a size for both the width and the length. For most bottom wear, these are indicated separately. If you select only one of the two, the item will not transfer to your cart.

 

Which payment methods can I use to pay for my order?

When you place an order, you can choose to pay by credit card, Paypal, or bank transfer. Depending on your location, other direct pay services such as iDeal, SofortBanking, or BanContact may also be available.

 

When will my order be shipped? When can I expect to receive my order?

If you order on weekdays before 3 PM CET (UTC+01:00), in most cases your order will be shipped and processed the same day. If you order after 3 PM CET, your order will be processed the next work day.

Once your order is ready for shipping, you will receive an automatic e-mail notification with the track & trace data. The exact delivery time depends on your location. Within Europe, delivery generally takes up to one week. Delivery overseas or to other continents may take several weeks.

If you are unable to receive your order until after a certain date, please contact customer service immediately after placing your order, before you receive your shipping confirmation.

 

 

Making a return or exchange

 

How do I return something?

You will receive a packing list with your order. On the back side of this packing list, you will find the return form and full instructions for making any returns.

Briefly put: write down which items you are returning and whether you want a refund or an exchange. Place the form inside the parcel with the items you are returning. Send back the parcel with the carrier of your choice. Make sure to sufficiently stamp the parcel before sending it.

Items can only be returned unworn and unwashed, and with the original labels/packaging intact.

 

How do I exchange something?

To exchange an item, simply note that you would like to make an exchange on the return form, which is on the back side of the packing list. Do not forget to specify the desired size (and any other attributes that are different from the item you are returning, for example if you wish to exchange the same item in a different color).

If you want to be sure the desired exchange item is available before submitting your exchange form, please feel free to contact customer service. We can check availability and put items on hold for you.

No shipping fees will be charged for receiving an exchange item.

 

What is the return period?

The return period is 30 days. These 30 days start from the day you receive your order.

 

Due to illness or other circumstances, I was not able to make a return within 30 days. Can I still return my order?

Please contact customer service. We are happy to see what we can do for you.

 

Is exchanging mandatory, or can I order my desired exchange item off the website?

If you want to exchange for an item over the minimum value for free shipping (varies per country), we recommend placing a new order through the website. Placing a new order is almost always faster. You may wait until you have received both orders and compare the items at your leisure. The item(s) you do not wish to keep can then be returned for a refund.

Of course, you can still choose to place a new order instead of making an exchange in case of an item under the minimum value for free shipping, but please be aware you will be charged for shipping.

 

How long does it take before a return is processed?

All returns are processed within one week of receival. You will receive an automatic e-mail notification when your return has been processed.

Processing times for returns sent from Germany or Belgium may vary.

 

I want to exchange for an item at a higher or lower price than the item I am sending back. Is this possible?

Yes, this is possible. If you are exchanging for an item at a lower price, the price difference will be refunded. If you are exchanging for an item at a higher price, customer service will be in touch to arrange an additional payment. Once the price difference has been covered, the exchange item will be sent as quickly as possible.

 

Who pays the costs for a return shipment?

Highleytall does not offer free returns. This means you, the customer, bear the costs for returning any part of your order.

If you return a complete order and were charged a shipping fee when you placed this order, these delivery costs will be refunded.

Did you pay for your order through Paypal? You may be able to have your return costs refunded by Paypal. You can find more information on this service on the Paypal website:
https://www.paypal.com/webapps/mpp/refunded-returns/

 

Can I return items from different orders in one parcel?

Yes, you can return items from different orders in one parcel. Please make sure to include the packing lists for all orders. This ensures that your returns can be processed correctly.

 

Which carrier and shipping method should I use for my return?

You can reuse the box your order came in. Other sturdy packaging is also fine.

You can use the carrier and shipping method of your choice. We always recommend getting track & trace with the shipment. This serves as your proof of shipment and allows you to see when the return has been delivered. And should something happen to the parcel along the way, in most cases the carrier can only help you if you have a track & trace code.

 

 

Sizing

 

What inseam do I need?

The inseam is measured in inches. For example, an L38 inseam measures 38 inches or 97 cm. The inseam is measured from the crotch to the hem (rather than down to the ground).

If you are unsure about your inseam, there are two ways to measure it. One method is to take a pair of jeans or trousers that fit you well length-wise, and measuring their inseam. Measure the length of the leg from the crotch (where the seams meet), along the seam down the inner leg, down to the bottom end of the leg. The other way is to measure this same distance along your own inner leg. In this case, you measure down to the ankle, around where the trouser leg would end.

If you are inbetween two inseam sizes, we recommend trying the longer inseam first. With a slightly longer inseam, the trousers will still look and feel long enough when you bend your knees or sit down.

Because the inseam sizes reflect a measurement in inches, the inseam sizes are fairly consistent between different brands and items. If you wear a L38 inseam in jeans, you can safely assume you will need an L38 when shopping for sweatpants, too.

 

What is the difference between different inseams?

The difference between two consecutive inseam lengths is 2 inches, or 5 centimeters.

 

How do I interpret the sizing chart on the product page?

The product-specific sizing charts list the dimensions of the item per size, in centimeters. These are the measurements of width and length, not circumference.

Sleeve length is measured from the side of the collar down the length of the sleeve.

Chest width is measured directly under the sleeves, armpit to armpit.

The measurements displayed refer to clothing items, not to the body. So for sweatpants and other bottom wear with a loose fit around the crotch, the inseam may at a glance seem a bit short.

The items are measured laid down on a flat surface. Items with stretch will comfortably stretch a bit wider when put on. In particular, trousers with an elastic waistband (including many sweatpants) may seem small judging by the sizing chart, but will stretch quite a bit when worn.

 

 

Miscellaneous questions

 

I have placed an order, but did not receive an order confirmation/shipment notice/other information. What happened?

There could be many different reasons you did not receive automatic e-mail messages regarding your order, such as a typo in your e-mail address or the messages getting caught in your spam filter. If you pay by bank transfer, you will receive the order confirmation after the payment has been processed.

If you need specific information pertaining to your order, please contact customer service. The information can be sent to you manually.

 

I am interested in an item that is not in stock. When will it be available again?

I would swap this around. “If and when an item may be back in stock differs per item.

If an item is scheduled to restock, you can sign up to be notified when the item is available again. Simply select the desired size on the product page, and a field will appear where you can enter your e-mail address.

 

Is it possible to visit Highleytall to try on clothing? Do you have a regular (physical) store?

Highleytall is an online store only. There is no visiting address where you can browse or try on clothing.

 

I received a faulty item, an item broke soon after purchase, or there is something else wrong with an item I received. What should I do?

Please contact customer service. Make sure to include your name and order number.

If you received the wrong item, please note which item is missing and what (if anything) you received instead. If an item broken or damaged, or if there is another problem with an item, please include a photo where the issue is clearly visible.

With this information, we can determine how to best help you.

 

According to the track & trace, my order was delivered, but I have not received anything. What should I do?

Make sure to inquire with any roommates and neighbors first. It is possible the parcel was received by someone else on your behalf, but the delivery person was unable to leave a note. Depending on which carrier is handling your parcel, you can also contact the nearest pick-up point.

Has your parcel still not turned up? Please contact customer service. Together with the carrier, we can look into the status of your parcel.

 

There are two or more different prices on the label of an item I received. Why is this?

Most manufacturers use a single fixed (retail) price worldwide, but some manufacturers may charge different prices depending on the country the item is being sold in. These are the different prices you see printed on the label.

Because Highleytall is located in the Netherlands, we always use the price that applies to the Netherlands.

 

My question is not listed.

Please contact customer service. We are happy to hear from you.