FAQ

Where are your products made?
Our products are currently made in Barcelos, Portugal, and Istanbul, Turkey.

Do your products shrink?
Yes, like most cotton garments ours will also shrink 1-2 cm after the first wash. If you prefer your clothes to be a bit loose and are right between two sizes, always go for the larger size. Gently stretching the garment before drying will reduce the amount of shrinkage.

Do your products wrinkle?
Yes, of course! Like all garments made from organic materials, ours will wrinkle. The only way for a garment to be “wrinkle-free” or “non-iron” is to either use various blends of synthetic materials or use chemical treatments like formaldehyde. The addition of synthetic materials would require the use of fossil fuels and means the garment could neither be recycled nor biodegraded. Formaldehyde is a serious health risk for workers. We prefer our garments to wrinkle a bit. Just by wearing them, your body heat will smoothen out the wrinkles and if you’re in a hurry we would suggest steaming the garment on a hanger while you shower.

What materials do you use?
We only use sustainable materials that are either organic and bio-degradable or recycled. Check out the section “Materials” in the menu above to learn more!

Is your packaging sustainable and recyclable?
Yes! We’ve removed all unnecessary packing – no hangtags, no printed delivery notes, or other crap that will just end up in your garbage bin. The remaining packaging consists of an acid-free glassine bag made from packaging is don’t use any forms of plastic packaging.

Do you have a size guide?
Yes! There is a size guide listed for each garment under “Sizing” beneath the garment images and “See our Size Guide” just above the size selector. The sizes worn by the models along with the models’ measurements are also displayed on each garment page. If still have questions, don’t hesitate to get in touch with us by clicking “Contact Us” in the page footer.

Where’s my order?
Upon paying for your order, you received an order confirmation. Once the order has left our warehouse, you will receive a shipment confirmation with a tracking link. Please use the tracking link to check the status of your order. In some cases the tracking link may also have bent sent by SMS.

We process orders from Monday to Friday (except for public holidays) When your order has left our warehouse, you will be updated throughout its journey

My tracking link isn’t showing any status at all, what’s wrong?
Don’t worry. A tracking link showing as “unfulfilled” or similar simply means we have not handed it over the carrier. The first status update will show once the package is scanned at the carrier’s terminal.

My order is showing as delivered but I haven’t received anything, what should I do?
If your order hasn’t arrived despite the tracking status saying “Delivered”, please the tracking page for more information. In cases where no one was home when the carrier made a delivery attempt, the package may have been delivered to a local pick-up hub. Please also check with your neighbors to see if someone else has accepted the package on your behalf.

If you are still unable to locate your package, please get in touch with us by clicking “Contact Us” in the page footer.

I didn’t receive an order confirmation, what should I do?

Please check your spam filter to ensure the order confirmation hasn’t been accidentally marked as spam. If you have not received an order confirmation within 24 hours of placing your order, chances are the payment was declined and the order has not been registered with us. Please check the most recent transactions with your bank to see if the funds have been withdrawn. If there is no transaction matching your order, please try placing your order again. If there IS a transaction matching your order, please take a screenshot and include it in an e-mail to store@hueslaboratories.com stating your name, address, and payment method. We’ll help you sort things out asap.

I received the wrong tracking number for my order, what should I do?
No worries. Please get in touch with us by clicking “Contact Us” in the page footer.

My order couldn’t be delivered and has been returned to sender, can you reship it back to me?
Carriers should make several attempts at delivering your order, but if this happens we unfortunately are not able to reship your package. If you know your order is being returned to us by the carrier, please let us know by clicking “Contact Us” in the page footer and we’ll process your refund as quickly as possible. Please see our policy on returns here for more information.

I received a faulty item, what should I do?

We do our very best to ensure you only receive garments of the highest quality. However, if you have received a faulty item please e-mail store@hueslaboratories.com.

By including the following in your e-mail we will be able to help you faster:
– Order number
– Brief description of the fault
– Pictures of the fault

An item is missing from my order, what should I do?
Please double-check your order confirmation and shipping confirmation. In rare cases, an item may have run out of stock just as you placed your order. In those cases, your order confirmation or shipping confirmation will have informed you of the missing items and you will have been refunded for the item that was not in stock.

If the missing item is listed as shipped, please get in touch with us by clicking “Contact Us” in the page footer. By providing the following information, we will be able to help you faster:
– Order number
– Missing items

I received the wrong item, what should I do?

If you have received the wrong item, please get in touch with us by clicking “Contact Us” in the page footer.
By providing the following information, we will be able to help you faster:
– Order number
– Picture of the incorrect item (in case of wrong sizes, please include a picture of the size label)
– Which item is missing

My parcel arrived damaged, what should I do?

If your parcel was delivered to you in a damaged state, please get in touch with us by clicking “Contact Us” in the page footer. Provide the following information and we’ll help you sort things out. By providing the following information, we will be able to help you faster:
– Order number
– Pictures of the damaged parcel
– A description of the damage

Can I cancel my order?

Once an order has been placed we are unable to cancel or make changes to it.
If you are certain you do not want the order, we would suggest you reject the package when the courier attempts to make the delivery. If your package is sent to a pick-up depot you can ask them to return to sender – otherwise the package will be on a shelf at the depot for 14 days and we will not be able to refund you until the package has arrived back at our warehouse.

Can I make amendments to my order?

Once an order has been placed we are unable to cancel or make changes to it.
In cases like this, we would suggest you reject the package when the courier attempts to make the delivery. If youe package is sent to a pick-up depot and ask them to return to sender – otherwise the package will be on a shelf at the depot for 14 days and we will not be able to refund you until the package has arrived back at our warehouse.

What payment methods do you accept?
Through our payment provider Klarna, we offer most payment methods that you are familiar with. You can always pay using VISA, Mastercard, and Amex, and depending on your location payment methods may also include invoice, installments, and bank transfer.

What currencies can I pay in?
Currently, you can pay using EUR, USD, and SEK. To change currency, please use the dropdown menu in the upper right corner.

My payment was declined, what should I do?
If your payment was declined we suggest checking the following:
– Does your card’s details match what you’ve submitted on our checkout page?
– Has your card expired?
– Contact our payment provider Klarna directly (Klarna.com) – they’re very helpful quick to sort out any issues regarding payment. If this does not solve the problem, we recommend contacting your bank to ask for support. We would love to help you but will not be able to retrieve any information from your bank.

How long will shipping take?
Shipping typically takes 1-3 workdays within Europe and 3-5 days to countries outside Europe.

Do you charge for shipping?

No, shipping is always on us – free international shipping for everyone.

Do you offer express shipping?
No, we don’t. If you desperately need a new sweater for tomorrow, we encourage you to go out and buy one locally instead of having us fly it across the globe 😉

Where do you ship to?
We ship worldwide with some obvious exceptions like war zones or countries closed off to the outside world, but hopefully that won’t affect you.

Where do you ship from?
All our garments are packed by us and shipped from our warehouse in Stockholm, Sweden.

What couriers do you use?
We use DB Schenker for both domestic and international deliveries and every shipment is 100% carbon offset.

Can I redirect my order to a different shipping address?
Unfortunately, we are unable to make changes to the delivery address once you have received a shipping confirmation.

Can you deliver to a PO Box address?
No, unfortunately deliveries cannot be made to a PO Box address.

Are customs and duties included for orders shipping to the EU?

Yes, customs and duties are included for orders shipped within the EU.

Are customs and duties included for order shipping outside of the EU?

No, customs and duties may still be charged by your local customs authorities and are based on shipment value.

Can I refuse to pay the customs and duties I am being charged?

Please check with the carrier or your local customs authorities whether you can refuse these fees or not. Be aware that refusal to pay may mean order is returned to our warehouse.

How do I return my order?
If you live in Sweden, please contact us here, and we’ll send you return label for you to ship the garment back to us using DB Schenker. The shipping costs will then be deducted from the amount you’re refunded.

For international customers, please send the garment using your preferred carrier. We suggest using a traceable shipping alternative.

Send your return to the following address:

H.Labs AB
c/o City Self-storage Gardet
Tegeluddsvagen 29-39
11541 Stockholm
SWEDEN

What’s your return policy?

You are free to return your garment within 14 days of it being shipped. In order for the return to be accepted, both the garment and the packaging need to be in the same condition as when you received it.

Have you received my returned items?
You will receive a confirmation e-mail once your return shipment has arrived at our warehouse and been registered by us.

How can I track my return?

– If you’ve shipped the return using a DB Schenker refund label provided by us, you can check the tracking link provided to you by DB Schenker.
– If you’ve shipped the return using another carrier, please contact them for help tracking your shipment.

Can I claim my taxes and duties back if I return my order?
Because taxes and duties are handled by the carrier, we are not able to refund these. We apologize for the inconvenience and recommend that you contact the carrier directly to make a claim.

I returned my order, why haven’t I been refunded yet?
We process all returns as quickly as possible and once your return has been registered and refunded, you will receive a confirmation e-mail. Please note that depending on the payment method, the time between the refund confirmation e-mail and the refund showing up on your bank account may vary.

My refund is incorrect, what should I do?
Please note that if you were provided a return label from us, the cost for return shipping is deducted from your refund. Also, please note that we are unable to refund any duties or taxes paid to the carrier or your local customs authorities.
If the refunded amount is still incorrect, please get in touch with us by clicking “Contact Us” in the page footer.