To our customers, your health and safety is what matters most to us. We know you’ll have questions about how coronavirus may affect your orders so we’ve answered some of them below. If you have any further questions, please contact us.
Can you still ship parcels from countries with tougher restrictions (e.g. Italy)?
Yes! Right now we’re shipping to and from countries under quarantine. We’ll let you know if anything changes in regards to your shipping times.
Is it safe to receive parcels from countries where there have been cases of COVID-19 (novel coronavirus)?
Yes, your safety is what matters most to us. The World Health Organization (WHO) says it is safe to receive packages and we’re following all their official advice. Our delivery partners have also taken further measures to carry out a zero contact delivery process where you won’t need to sign for your package.
In addition, we are closely following the latest guidance from the World Health Organization (WHO), local governments and public health agencies. We will update our practices accordingly and keep you at the heart of everything we do. For more information, please visit the World Health Organization website where they have FAQs specific to this topic here.
Will I still be able to return my items if I need to?
Yes. Please contact our Customer Services team at firstname.lastname@example.org. We will endeavour to do all we can to help you with your order.
Can I change the address my packages are delivered to after I have placed my order, as I’m no longer going to be in the city I was planning to be in?
Please contact our Customer Services team at email@example.com. We will endeavour to do all we can to help you update your order.
My item is coming from Italy or another affected country where I know they have shut down shops. How will I get my item?
Our community of boutiques, brands and customers is extremely important to us. Many of our boutique partners have had to close their physical store locations, which is having a big impact on their businesses. We are working to ensure they can keep selling to customers on HOD by increasing visibility of their stock, and helping them with logistics, marketing and operations through our HOD platform. Your continued custom is also helping these businesses – so we thank you!
Currently, we are working with our delivery partners so that if you buy from one of these boutiques or brands through HOD, we can still deliver your items.