Frequently Asked Questions

The modification or cancellation of orders is not possible in our system. However, if straight after having placed your order, you would like to change your shipping address, the size of the jacket or you wish to cancel the order, please write an email to shop@hetrego.it and we will do our best to satisfy your requests. In case your order already left our warehouse, we won’t be able to make any changes or cancel your order. In that case, if you do not want to keep the goods, you can send the order back. Please see the “Return” section.

Unfortunately, sometimes the email maybe delayed or can be marked as spam: we therefore suggest you to wait couple of minutes and have a look in the spam/junk folder. If you do not receive the email, please contact our customer service via email at shop@hetrego.it and we are going to reply you as soon as possible.
If you wish to unsubscribe from the newsletter, click the dedicated link that you can find at the bottom of every single newsletter we send.

When placing your order, you will be able to enter your coupon code into the "PROMO CODES" box inside of your Shopping Cart. Remember to apply it before proceeding with the checkout and you will see the discount applied to the Grand Total. Please note that you can use only one coupon for each purchase.

When you create an account on hetrego.com you will have the following benefits:

• Exclusive promotion and priority access to sales
• Dedicated promotions based on your loyalty
• You can save your address(es) and your wish list to speed up the check-out process
• Easier procedure in case of return
• You can see your order history

To create an account, click here. Please note that you are not forced to create it and you can always place an order as a guest, but you won’t benefit of the above mention advantages.

If some of the mandatory fields are not completed, our system won’t allow you to move on with the procedure and it will point out the blank fields to be filled.
If during the payment procedure, the payment is rejected, please make sure that the data provided is correct, that your card is not expired, that the amount required is available and that your card is qualified for online transactions.
If the problem persists, please contact our customer service at shop@hetrego.it

We ship using DDP (Delivery Duty Paid) method for the CE countries, while DDU (Delivery Duty Unpaid) for countries outside CE.
For countries outside the CE area, the courier may give you a separated invoice from local authorities for extra duties. We invite you to verify local taxes and duties before placing an order on the Hetrego Online Store.

We do our best to ship your order in the shortest time possible. The orders are shipped in maximum 3 working days after the order date.

We ship using DDP (Delivery Duty Paid) for EU countries, while DDU (Delivery Duty Unpaid) for countries outside EU.
For countries outside the EU area, the courier may give you a separate invoice from local authorities for extra duties. We invite you to verify local taxes and duties before placing an order on the Hetrego Online Store and if you have any doubts you can contact us at shop@hetrego.it.
*For deliveries to the UK, the price of the item does not include UK VAT, custom duties and processing fees.

Here below a table that illustrates delivery times and costs for standard and express deliveries:*

Area	STANDARD shipping		EXPRESS Shipping
	Cost	Delivery time (business days)	Cost	Delivery time (business days)
ANDORRA	39	2-6	89	2-3
AUSTRIA	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
BELGIUM	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
BULGARIA	17	2-6	55	1-2
CROATIA	17	2-6	55	1-2
CYPRUS	EXPRESS ONLY	EXPRESS ONLY	55	1-2
CZECH REPUBLIC	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
DENMARK	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
ESTONIA	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
FINLAND	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
FRANCE	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
GERMANY	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
GREECE	19	2-6	55	1-2
HUNGARY	15	2-6	55	1-2
ICELAND	EXPRESS ONLY	EXPRESS ONLY	55	1-2
IRLAND	17	2-6	55	1-2
LATVIA	17	2-6	55	1-2
LIECHTENSTEIN	39	2-6	69	2-3
LITHUANIA	17	2-6	55	1-2
LUXEMBOURG	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
MALTA	EXPRESS ONLY	EXPRESS ONLY	55	1-2
NETHERLANDS	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
NORWAY	35	2-6	69	2-3
POLAND	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
PORTUGAL	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
PRINCIPALITY OF MONACO	19	2-6	69	1-2
ROMANIA	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
SLOVAKIA	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
SLOVENIA	15	2-6	55	1-2
SPAIN	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
SWEDEN	9€ FREE SHIPPING FOR ORDER OVER 450€	2-6	55	1-2
SWITZERLAND	39	2-6	69	2-3
UNITED KINGDOM	35	2-6	65	1-2

WORLDWIDE - OUTSIDE EUROPE

AREA	COST
RUSSIA	35
BOSNIA AND HERCEGOVINA	59
ISLAND	59
ISRAEL	99
SERBIA	69
UKRAINE	99
CANADA	59
U.S.A.	59
SOUTH KOREA	99
UNITED ARAB EMIRATES	99
JAPAN	99
HONG KONG	99
MALAYSIA	99
SINGAPORE	99

*For delivery to Russia, orders received within Tuesday at noon will be ready for customs in Russia the following Monday – once all the customs procedure are carried out, the parcel will be given to the courier and delivery time depends mainly on the area/city. For further information please contact us at shop@hetrego.it
In case any promotion is run (e.g. free shipping), it will be indicated in the homepage of this website.

Orders placed on Hetrego.com are shipped with TNT for Italy, FedEx or DHL for other Countries.

When your order will leave our warehouse, you are going to receive an email with a link to track the parcel. You can monitor your order all the way to way, but please note that it may take up to 24 hours after an order has shipped for tracking to show up

If you are not at the delivery address, the shipper will do another attempt the next following day. In case also the second attempts will fail, you are going to be contacted by our Customer Service to understand how to move further.

No we do not ship to PO boxes.

It is not usual for carriers to contact you in advance, nor can they guarantee deliveries at specific time.

When you write the email to shop@hetrego.it in order to request the return, you simply have to indicate the order number and if you wish the reason for the return. We are going to get back to you as soon as possible.

The order date refers to the date on which the order was placed and confirmed on the website, whereas the delivery date refers to the date on which the goods were dispatched from our warehouse and handed over to the carrier.

To proceed with your return, you need to send an email to shop@hetrego.it providing your order information – order number and the email address used for the order – and we will then contact you as soon as possible giving you all the instructions on what to do. Please remember that returns have to be requested within 14 days from delivery date.
The shipping costs of your return are at your charge.
If you are returning products from a country outside the CE area Please mark clearly "Italian Returned goods - No commercial value" as description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may apply and the amount will be deducted from your product refund.

Once a return request is accepted, the parcel has to reach our warehouse within 14 days.

The shipping costs of the return or size exchange are at your charge.
If you are returning products from a country outside the CE area Please mark clearly "Italian Returned goods - No commercial value" as description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may apply and the amount will be deducted from your product refund.
In some countries we may support you with your return. However, please note that we are not obliged to offer this service, therefore it may happen that we are not able to arrange your return with our courier and we can discountinue this service without any prior notice. It may also happen that the fee here below indicated can not be applied to your return: e.g. you may live in a remote area, therefore the courier will ask for a surcharge to arrange the pick up at your address (in this case a cheaper solution may be the pick up point) ; you ordered more than one items and the parcel used for shipping your order is bigger than the regular one, in this case we are going to send you a quotation based on the box used.
In any case, we suggest you to contact us via email in order to see if the service is available, and in case we are able to arrange the return for you, we will let you know the exact cost of the service.
Generally speaking, in the following countries we may be able to support you with the return and the cost of the service is 24 euro, that will be subtracted from your refund (please see the paragraph above). We may arrange a pick up with DHL at a given address or you can leave the parcel in your nearest DHL service point. The service may be available in:
Austria
Belgium
Denmark
Finland
France
Germany
Netherlands
Poland
Portugal
Spain
Sweden

As per the return procedure, you need to contact us via email at shop@hetrego.it and you can check if this service is available. You are always free to send the parcel with the carrier you prefer the most, please choose a tracked service in order to monitor the return.

We request you to return the goods in the original condition and packaging and to insert the invoice inside the box indicating the reason for the return in the dedicated field.

Once the return has been approved, you will receive the amount in the same method you used to make the purchase. The refund will be made in the shortest possible time and will not take longer than 4 business days from the date the goods were received. We will email you as soon as your refund is proceeded.
We will refund you the price of the products. Shipping costs will be no refunded.

The Exchange Service is only available for registered customers and the return is at your expense (while the new shipping will be on us). The service is available only in the CE area. For additional information, please contact us at shop@hetrego.it

On hetrego.com you can pay via:
MasterCard
Visa
Visa Electron
Paypal
Scalapay
All credit card transactions are protected by an Extended Validation SSL, the highest security standard guaranteed by the world’s leading online transactions site.

Credit Cards
We accept the most major credit and debit cards including Visa and MasterCard.
Transactions are secured and hosted by Stripe servers (https:// www.stripe.com) we do not intercept or keep details from the customer's credit cards.

PayPal
You can pay through PayPal using your PayPal account or your credit card.
Transactions are secured and hosted by PayPal servers (http://www.paypal.com): we do not intercept or keep details from

Scalapay
This is a financing method that allows you to pay the order in 3 convenient installments with a monthly payment. If the installments are paid by the due date, this service is for free. Maximum order value is 1000 euro.
After having chosen Scalapay as the method of payment, you will be redirected to Scalapay website where you can access your profile or create one. Once payment is confirmed, you will be charged the first installment (that is one third of the total order value), while the next 2 installments will be charged in the following two months. If you decide to return the item, we are going to refund you the product price (no shipping costs as per our policy) and we need you bank account details in order to place the
This method of payment is available only in selected countries (if it is available in your country, you will find it in the checkout).

Please make sure that the data provided at the time of purchase is correct, that your card has not expired and that the amount required is available.
For support, please write us on shop@hetrego.it

The sizes on our website are ITALIAN; however, you will find the corresponding sizes in the different european size charts in order to help you with the size choice.

ITALIAN	EUROPE	SPANISH	UK	INTERNATIONAL
46	46	44	36	S
48	48	46	38	M
50	50	48	40	L
52	52	50	42	XL
54	54	52	44	XXL
56	56	54	46	3XL
58	58	56	48	4XL
60	60	58	50	5XL

Outerwear fit

SLIM: Slim garments are designed for a tighter fit to the body. In case of doubt between two sizes, we advise you to choose the biggest one, especially if you wear thick clothing under your down jacket.

REGULAR: Regular fit garments have a normal fit and are a great compromise between Slim and Relaxed. We suggest you to choose the size you wear usually.

RELAXED: Relaxed garments are designed for a more abundant fit for layering. We suggest a smallest size than usual if you like the jacket to have a more Regular fit. We suggest a smallest size than usual if you don't wear thick sweaters or you don't dress in layers. We suggest the size you wear usually if you want to have a Relaxed fit.

Women size chart (in cm)

Size	Chest cm	Waist (cm)	Hips (cm)
38	76	60	86
40	80	64	90
42	84	68	94
44	88	72	98
46	92	76	102
48	96	80	106
50	100	84	110
52	104	88	114
54	108	92	118

Men size chart (in cm)

Size	Chest cm	Waist (cm)	Hips (cm)
46	92	80	96
48	96	84	100
50	100	88	104
52	104	92	108
54	108	96	112
56	112	100	116
58	116	104	120
60	120	108	124

If you wish to have our support to choose the best size for you, write us at shop@hetrego.it and please indicate the style/styles you are interested in and the measures of your shoulder, chest, waist and hips.

If the size is no longer availble on the website, you can leave your email in the dedicated area on the product page to get notify when it will be online.

On our website hetrego.com we features a selection of the current collection, therefore you won’t find all the jackets we produced. If you are looking for a specific style/colore, please write us at shop@hetrego.it and we will do all our best to support you.

If you bought the jacket from one of our retailers, you should address the issue directly to the shop where the purchase was made and they will look after it.

To help preserve your Hetrego jacket, it is important to store it correctly off-season. We have therefore selected some valuable tips to maintain the original features of your garment over time.

• 1.Make sure you store your jacket in the cleanest conditions possible, as dirt and sweat can alter the fabrics. Carefully follow the washing instructions on the label inside the garment.
• 2.If possible, remove the fur and hang it vertically to allow hairs free movement.
• 3.Hang the garment in a dark environment (such as a closet) and free from humidity.
• 4.Avoid compressing the jacket in a crammed space, as otherwise the down padding will be forced to an excessive compression.