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FAQ

In this section you will find the answers to your most frequently asked questions on purchases, products, prices, shipping and deliveries, returns and refunds.

In case you require further assistance, please remember that you can always contact our Customer Service by clicking here → Contact us

Do I have to be registered to purchase on HIGH Online Shop?
  • We have introduced the mandatory registration in order to purchase on our Online Shop to allow all our customers to visualize and trace the orders and quickly and easily return products. To register, just click on the following link: → REGISTER

I forgot my password. What can I do?
  • To recover your password, just click on the following link → LINK. Input the email address that you used to register to HIGH website and you will receive an email containing a link that will allow you saving a new password linked to your account.

How do I choose my ideal size?
  • To help you choosing your size properly, please open the following link → SIZE GUIDE

    These values refer to your body size and not to the article's sizes, since the latter may vary according to the silhouette proposed by the style (tight or over) and above all, material (or materials) that make up the article.

    Furthermore, we remind you that our models wear an Italian 42 size. Consult our sizes table at the following link, to find out which size of your country corresponds to Italian 42 size: → SIZE GUIDE

Which size is the model wearing and how tall is she?
  • Our models wear Italian 42 size and their height ranges from 168 cm to 176 cm.

    Consult our sizes table at the following link, to find out which size of your country corresponds to Italian 42 size: → SIZE GUIDE

Which are the washing instructions for my product?
  • It is possible to consult the washing instructions by following these steps:

    Login our online shop and select the season to which your purchased article belongs. Select the product category and search the purchased product among those visible. The product sheet on the right, at item “DETAILS”, contains the washing instructions in symbols and relative guide. Furthermore, you can find the explanation of the washing symbols by clicking on the following link: →WASHING GUIDE

    In case the product is no longer featured in the online shop or in case the product belongs to previous seasons, contact our Customer Assistance Centre by clicking on this link → CONTACT US sending an image of the product and specifying the relative season.

If a product or size is not available, how can I find out about any product re-stocking?
  • If the size or product you desire is no longer available on our Online Shop, we suggest you to add them to your Wishlist in order to receive an automatic email in case the product will be available again.

    Once you receive the email, you can immediately purchase the product using the preorder method, which allows you to buy the items while it is arriving at our warehouse. 

    To find out more about the timings of “preorder” please go the following link:

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    We would like to remind our customers that HIGH products are all produced in limited quantities, it is therefore recommended to purchase the desired items while they are still available.

    The HIGH Wishlist does not represent a guarantee concerning bookings or restocking.

Why prices change from Country to Country?
  • Product prices may vary according to specific market price policies and shipping costs. Sales periods and relative discounts may also differ according to the habits and customs of individual markets, in addition to local laws and regulations.

    This information is also indicated at the following link → COUNTRY DESTINATION

Who pays for any taxes and customs duties and what is their amount?
  • No customs excise or duties are charged on goods sold and delivered within the European Union, Norway, Switzerland, Canada, United States, China and Australia; prices of goods and shipping charges already include Value Added Tax (VAT).

    Customs excise and local taxes are not included in the order total for all other destinations; these will be requested directly by customs or the courier during the customs clearance and delivery phases.

    For further details on applicable customs taxes and duties for your purchase, we recommend you contact our courier UPS at this link → UPS

How long does it take for the order to be received?
  • Orders are processed and despatched by the warehouse within 24 working hours for orders placed by 12 o'clock midnight (GMT+1) from Monday to Friday (excluding Italian holidays).

    Products are normally delivered within 3 working days from the order despatch date in Italy*, within 5 working days in Europe and within 8 working days for all other destinations worldwide (10 days for Russia**).

    We remind you that orders placed with bank transfer will be shipped only after receiving confirmation of the payment by our bank and it generally takes 4 to 6 working days for crediting the payment through bank transfer.

    For further details on the delivery times of the orders, we recommend consulting our Help area at the following link: → SHIPPING

How can I trace my order?
  • It is possible to track your order from your personal account page by clicking here → MY ACCOUNT.

    Access the "My Orders" menu, select the order you wish to track and click "Track your order" to instantly view its shipping status.

Can I modify or cancel my order?
  • Once you place the order, it is no longer possible to modify or cancel it. You must wait for the products to be delivered to exercise withdrawal.

    To return the products for withdrawal, read the instructions contained at the following link: →RETURNS of our HELP area.

How can I return an item and what are time limits to return a product?
  • It is possible to submit a request to return the purchased product within 14 days from the date you received the order.

    Once you receive your order, you still need to wait 24 hours to allow the delivery update in your personal account. Thereafter, you can proceed with your return request.

    You can submit a request for product return by following the instructions at the following link → RETURNS

    Inside this area, you will find all the necessary information on the various return cases foreseen, shipping and return processing times.

HOW CAN I EXCHANGE MY PRODUCTS?
  • In case the product you receive is damaged, non-compliant or incorrect, it is possible to ask for an exchange by following the instructions provided at this link →  RETURNS.
     
    If for any reason you are not pleased with your purchase, please be informed that it is possible to exchange it by proceeding first with the return of your purchase. The amount paid will be credited to the account used to originally purchase the product.
     
    You can therefore proceed to place a new order (replacing the previous one) as our products are produced in limited quantities and it is possible that they may run out of stock.
     
    To proceed with the return of your purchase, please follow the instructions provided at the RETURNS page in our HELP Area.
     
    Processing of your returned product and relative refund may take up to 10 working days from the moment our warehouse receives the parcel, according to the following technical timing:

    - From the moment our warehouse receives the returned product, it can take up to 3 working days to check the product and issue the refund.

    - It may then take up to 7 working days before you see the refund credited to your account, depending on the transaction timing of your bank.

What are methods foreseen to receive the refund?
  • Refund is issued provided that the products are returned in compliance with the instructions set out in the paragraph found at the following links → RETURNS and → SALES CONDITIONS.

    All the products will be refunded on credit card or other payment method used for the purchase, within maximum 10 working days from the day these were received at our warehouse.

How long does it take to issue the refund?
  • Processing of your returned products and relative refunds may take up to 10 working days from the moment our warehouse receives the parcel, according to the following technical timing:

    - From the moment our warehouse receives the returned products, it can take up to 3 working days to check the goods and issue the refund.

    - It may then take up to 7 working days before you see the refund credited to your account, depending on the transaction times of your bank.

    If you access your → ACCOUNT you will find all the information concerning the status of your Return Request.

Need help?

+390294751114

Our customer service is available from:
Monday to Friday
from 9.00 a.m. to 1.00 p.m
and from 2.00 p.m. to 6.00 p.m.