FAQs

Frequently Asked Questions

How to shop and place an order

Do I need an account to place an order?

No, you only need an email address. You can place and track orders as a guest and register at your convenience.

How can I receive updates from Hiland by email?

Keep up to date with new offers, trends and exclusive promotions by entering your email address at the bottom of our home page.

How can I place an order on your site?

It's very simple! Here's how to do it:
Choose a category or designer from the top navigation menu or search to explore a specific style or trend.
Select the piece of your choice and click on "Add to cart". Once you've added all the items, it's time to checkout under "Summary".
Enter your address, payment method and delivery details to complete your order. That's it - we will confirm the order and it will be carefully prepared and shipped to you, with updates at every stage.

Can I cancel or change my Hiland order?

Yes, you can cancel certain items before we prepare your order. Simply contact us at the support address :

contact.hiland@gmail.com


In which currencies can I make my purchases?

This depends on the destination of your shipment and will be displayed at checkout before you finalise your purchase. If your local currency is not available, your order will be charged in USD at a competitive exchange rate.

When will my card be charged?

If you are paying by debit card, Air Jordan will take payment at the time your order is placed on our website. If you pay by credit card, full payment is usually made when your order is ready to be shipped, but your bank or card issuer can reserve the order amount on your account immediately.

What methods of payment are accepted?

Visa
MasterCard
American Express
Delta
Visa Electron
Apple Pay
Alipay (available in the United States, Canada, mainland China, Taiwan, Hong Kong SAR and Macao SAR)
UnionPay (only available for Canada, Mainland China, Taiwan Region, Hong Kong SAR and Macao SAR)
JCB (only available for Japan)
iDEAL (only available for the Netherlands)
Sofortbanking/ Klarna Pay Now (only available for Germany, Austria, Switzerland and Belgium)
We only accept payment by instalments in Brazil.
For your security, security checks are carried out on all payments sent to us at the time of purchase.

Will my personal data be safe?

Absolutely. We keep your personal data private and confidential and only share it with your consent or as permitted by law. For more details, please see our privacy policy .

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

Once your order has been confirmed, we will ship it within two business days. The delivery time is between 3 and 7 working days, depending on where you live and the shipping method you have chosen.

Do you ship worldwide?

Yes, absolutely. We offer worldwide delivery.

Where do you ship from?

Our offices are located in Germany and the United States. Our international warehouses are located in China, the United States and the Netherlands. However, due to the recent development of our business, we plan to launch our next collections from a warehouse located in Canada with delivery in less than 7 days. We also ship from the geographic location of our partners' warehouses.

I have not received all the items in my order, what is happening?

Our products are shipped separately according to your order. For example, if your order contains items from two different partners, there will be two deliveries. The rest of your order will most likely arrive shortly.

I have received a damaged item. What can I do about it?

We are sorry to hear that. Simply send us a message to contact.hiland@gmail.com and we will send you a similar replacement item as soon as possible.


What is the quality of the products you offer?

Our articles are carefully manufactured by professionals. We focus on the quality of the materials to create quality articles.
Returns and refunds.


What is the quality of the products you offer?

Our articles are carefully manufactured by professionals. We focus on the quality of the materials to create quality articles.
Returns and refunds.

What is Hiland's return policy?

We offer a full refund (excluding shipping costs) for any item returned to us within 14 days of the delivery date, and provide a free pick-up service for all returns. To create a return, please write to us at the following address contact.hiland@gmail.com . It is best to book your collection within 7 days of delivery - this is to ensure that your parcel arrives on time. We cannot process exchanges, and all returned items must be intact and unused, with all labels attached to their original packaging. You can find more information about returning an order in our Returns and Refunds Policy.

How do I return my item?

Here's what you need to do:

You can contact us via the "contact" section of our site by identifying your order number or write to us at the support address: contact.hiland@gmail.com


Does my order have to be returned to the Hiland in which it arrived?

We recommend that you return your item in the original box provided. Items must be returned undamaged and unused, with all labels, including the original packaging and branded boxes.

When will I receive my refund?

Refunds are made by the original payment method and will normally appear within 10 working days, depending on your payment provider's processing time.

You can track your package with our courier service using the tracking number assigned to your return label. As soon as it is accepted by our partner, we will send you an email to confirm your refund.

In order for your refund to be processed as quickly as possible, it must comply with the terms of our return and refund policy.

Will shipping costs and customs duties be refunded on return?

Although we offer free returns on all orders, the original shipping charges will not be included in your refund. If you have shipped an order to a Destination Delivery Point (DDP), taxes and customs duties are not refundable by Hiland. You can recover them by contacting your local customs office directly. If you have shipped an order to a Delivery Duties Paid (DDP) destination, taxes and customs duties are refundable.


Who is the guarantee provider?

The warranty is provided by the manufacturer, Hiland, but the work is carried out by a UK based partner, SBE.

How can a customer claim under the warranty?

Contact Hiland by email contact.hiland@gmail.com