Delivery/ReturnsAll products ordered via Hamel Web store, which we have in stock, on the territory of Serbia are delivered by DHL courier service within 2 to 7 working days from receipt of the order, and are paid when delivered, unless they were paid online by credit card. Shipping costs are calculated according to the current courier service price list, depending on the value and weight of the package, as well as the shipment place . If courier does’t find you on the listed adress, the notification of taking over your delivery will be left to you. We are unable to specify the exact time of delivery, therefore we ask you to select and enter the delivery address carefully ( for example , your address at work canalso be the shipping address ). For more details about the product delivery please visit www.dhl.rs. Customers who use the online payment with credit card for which the shipment place is abroad (outside of Serbia) will also have their products delivered via DHL service while delivery time varies from 3 to 20 working days from receipt of the order, depending on the zone (the country in which the products are delivered).
POSSIBLE LIMITATIONS THAT MAY AFFECT THE DELIVERY OF GOODSDelivery of the goods within the stipulated time may be affeced by any fault within the DHL service, as well as the lack of certain products on stock. In this case, the purchaser will be informed promptly about this issue by the supplier.
RETURNSItems bought on sale can not be returned. How to return or exchange? We do not cover your shipping costs back to us. We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels and that is despatched to us within 14 days of receipt by you. Please follow the return instructions that you will receive after you inform us via e-mail that you would like to return your garment.
EXCHANGESWe do not cover your shipping costs back to us. We are happy to accept for return, any garment that is unworn and still fitted with all security ribbons and labels and that is dispatched to us within 14 days of receipt. You san exchange your item for another size or another item entirely. Exchanges are shipped free of charge. All exchanges are based on stock aviability. We offer one free exchange for every item. We do not cover your shipping costs back to us.
REFUNDSWe are happy to accept for return, any garment that is unworn and still fitted with all security ribbons and labels and that is despatched to us within 14 days of receipt.
CUSTOMER COMPLAINTS POLICYCustomer complaints are caused by customer’s dissatisfaction due to the following reasons: 1. Damage of the product during transport 2. Damage of the product during use 3. The wrong size when of the product 4. The wrong product sent by Hamel 5. Other unforeseeable reasons that lead to customer’s dissatisfaction.
COMPLAINT PROCEDURE1. Contact person receives complaint by phone or e-mail and transmits it to the complaint service along with basic information about a customer 2. All complaints shall be determined in a 15-16 hour period. 3. By entering the order data base, the officer in charge of complaints meets with all the necessary information related to the order for which the complaint is received; after which he/she contacts the customer and in a polite and professional manner exposes the essence of the customer complaint. 4. If the complaint is unfounded, the officer will politely and in a professional and polite way explain the reasons for groundlessness of the customer complaint 5. If the customer’s complaint is founded, the officer will resolve the complaint in a way of satisfying the customer’s request 6. If the product damage happens prior to receipt, the new product needs to be sent to customer without redemption 7. If the damage occurred upon receipt by the customer, performs the analysis of the product is necessery in order to determine the reasons for defects and tehrefore, the complaint will be treated accordingly (complaint rejection or complaint acceptance along with sending a new product) 8. Wrong size of the product are normally taken into account, and the substitute for an adequate number is regulary performed 9. If the replacement of the product persuating the customer that he/she is wrong don’t give the results, but there are reasons for a refund, the refund will be done. 10. If the complaint is accepted, the officer fills in a new order with all the basic information and a description (in the space for notes) of the actions taken to resolve a customer complaint.
PRODUCT/MONEY RETURN AND CANCELLATION POLICYHamel is obliged to, without any delay and within eight days of receiving the complaint, in written or electronic form, respond to consumer complaints lodged with the decision of accepting or non-accepting the complaint, along with providing a concrete proposal and the deadline for complaint resolving. The return of money paid in the name of order is performed made by precisely defined reasons such as: 1. If uncomissioned productis has been sent to customer who does not agree to wait for the product replacement 2. If it comes to product damage during transportaiton, and the customer does not accept the product replacement. exchange Cancellation of order is possible only until the product is forwarded to the courier service. In case of refunding money for the product, previously paid with one the payment cards for which the complaint has been made, Hamel is obliged to refund only through VISA , EC / MC and Maestro payment methods , which means that the bank will perform the Hamel’s request for refunding the customer's account card.