Refunds & Returns

Change of mind

14 days from delivery to withdraw, for any reason, without justification.

How to start

Use the withdrawal function — one click, immediate confirmation — or the model form in section 5.

Return postage

You pay it when you change your mind; we pay it when the piece is faulty, wrong or damaged in transit.

Condition

Unworn, unwashed, with tags, in a resaleable state; trying a piece on is expected and allowed.

Refunds made within

14 days of your withdrawal notice, or of receiving the returned piece, whichever is later.

Refund method

The same payment method you used, through our checkout partner.

As a consumer in the EU, the UK or Switzerland you may withdraw from a distance contract within 14 days of the day you (or a person you nominated) receive the goods, without giving any reason. Where the 14-day period ends on a non-working day, it runs to the next working day. If an order is delivered in several parcels, the period starts with the last parcel.

You must tell us before the period ends — through the withdrawal function, with the model form below, or by a clear statement by email to hopiumstore@gmail.com. You then have a further 14 days to send the goods back. Sending the notice in time is what matters; the parcel may arrive later as long as you dispatched it in time.

Withdrawing from the contract requires only the piece — you are not obliged to give a reason, and we do not ask you to justify it. If a single order contains several pieces, you may withdraw in respect of all of them, or only some.

• We refund the price you paid for the withdrawn pieces, including the standard delivery cost of sending the order to you, within 14 days of your notice — or of the returned piece reaching us, whichever is later.
• You bear the direct cost of returning the goods. We do not charge a restocking fee, and we do not deduct anything for the cost of the original delivery.
• The refund is made by the same means you paid, through our checkout partner. If you paid in a currency other than USD, your bank's rate on the refund date applies; we cannot refund exchange-rate differences or bank fees.
• Import duties or customs charges you paid to a third party are not refunded by us — you reclaim those from the customs authority, and we give you the documentation you need.
• If your withdrawal covers only part of an order, we refund the price of those pieces; delivery cost is refunded in proportion, or in full if nothing remains.

You may handle a piece as you would in a shop — try it on, check the fit and the print. We may reduce the refund where handling went beyond that: worn, washed, altered, stained, damaged or missing-tag pieces, or a piece returned without its packaging where the packaging is part of it. Any reduction is proportionate to the loss in value, and we tell you the reason before we apply it.

Send pieces back in the original or an equivalent protective bag, with the tags attached, and include a note with your order number. Keep your proof of postage until the refund is confirmed — it is your evidence that return was made in time.

You do not have to use this form — a clear statement is enough — but you may copy it, complete it and send it to hopiumstore@gmail.com, or by post to [Postal address for returns and formal notices]:

• Goods made to your specification or clearly personalised — for example a garment printed with your own text, name or artwork. This exception covers genuinely personalised pieces only; standard catalogue pieces printed on demand are not personalised and the 14-day right applies to them in full.
• Sealed goods that cannot be returned for health-protection or hygiene reasons and were unsealed after delivery.
• Sealed audio, video or software where the seal was broken after delivery.
• Goods that deteriorate or expire rapidly, and goods whose price follows a market we do not control.
• Services fully performed, and digital content already delivered and downloaded, where you expressly agreed to lose the right of withdrawal before performance began.
• Purchases made by a business rather than by a consumer.

Where a piece falls outside the withdrawal right, your statutory rights for defective or non-conforming goods (section 7) are unaffected.

If a piece arrives damaged, is made wrongly, does not match the size guide or is not what you ordered, tell us within a reasonable time — and within two months of noticing the defect — at hopiumstore@gmail.com with your order number and photographs. We will make it right at our cost: repair or replacement first, and where that is impossible or disproportionate, a price reduction or a full refund.

You do not pay return postage for a faulty, wrong or misdescribed piece. Send us the receipt and we reimburse it, or send you a prepaid label where the carrier allows. Your legal rights last for two years from delivery — and for durable consumer goods under Hungarian rules, up to three years — regardless of anything in this policy.

We will swap a piece for another size or colour where stock allows. Write to us first so we can hold the piece; the swap is handled as a return and a new order, and it does not extend the 14-day withdrawal period. If the piece you want is sold out, you may withdraw as usual.

Parcels are our responsibility until they reach you. If tracking stalls, if a parcel is reported as lost, or if it arrives damaged, tell us within 14 days of the expected delivery date and we will open a claim with the carrier while you keep your remedies: we replace the piece or refund it in full. Do not accept a visibly damaged parcel without noting the damage with the courier where that is possible; photographs help us enormously.

Where you return a piece from outside the European Union, mark the parcel clearly as a return of goods with no commercial value, and use a tracked service. We cannot refund duties or handling charges raised on a returned parcel, and we are not able to collect parcels held in customs. Use the return address we give you in the email that acknowledges your withdrawal.

If we cancel — because a piece sold out, a price was plainly wrong, or a payment could not be verified — you are refunded in full, including any delivery charge, and you owe us nothing. If production has already begun on a personalised piece you cancelled, we will tell you before any deduction is made.

hopiumstore@gmail.com · [Customer service telephone number] · [Postal address for returns and formal notices]. We answer within 2 business days. Start with the withdrawal function for a change of mind — it is the fastest route and gives you a dated record immediately.