HOPE STHLM - Keen Trousers

How much will my delivery cost?

We proudly offer worldwide delivery through our trusted premium carriers, ensuring your order reaches you safely and efficiently, no matter where you are. To find out the shipping cost for your specific destination, please click here for more details.

How long will it take for my item to arrive, and how can I track its delivery?

After your order is confirmed, we will dispatch your item within 2 business days. The delivery time varies based on the shipping method you select, typically ranging from 2 to 7 business days. Once your order has been shipped, we will send you an email with the tracking details and an estimated delivery date for each item.

Why is my order taking longer to arrive than expected?

If your order has not arrived within the expected timeframe, we recommend checking your order status in the "Order History" section of your account and verifying that the delivery address is correct. If a delivery attempt was missed, please contact the designated carrier for further instructions. If you need additional assistance, feel free to reach out to us—we’re happy to help!

Will I need to pay customs fees for my international order shipped outside the EU?

The price you pay does not include any import duties or sales taxes. These charges must be paid directly to the carrier to clear your order through customs. For more information on applicable fees, please contact your local customs office or tax authority.

Can I change my shipping address?

If your order has not yet been dispatched, we can update the delivery address as long as it remains within the same country or state. To request a change, please contact our customer care team with your order ID.

Once the order has been shipped, we are unable to re-route it. However, you may reach out to the carrier directly to check if they can assist.

Can I reserve an item to buy later?

We aim to provide everyone with a fair chance to shop our most sought-after styles. Unfortunately, as our items are often limited, we don't offer reservations.

Can I cancel or change my order?

Once your order is confirmed, our warehouse team begins processing it right away. If you need to cancel or make changes to your order, you can contact our customer care team info@baerck.net. However, please note that we may not always be able to accommodate cancellations or changes depending on the status of your order.

Why was my order cancelled?
Keep an eye out in your inbox for an upcoming explanation. We'll make sure to provide you with all the details behind the cancellation.

Do you restock sold-out items?
While we don't typically restock sold-out items, you can stay informed by checking back regularly for returns that may become available.

Are duties and taxes included?
The price you pay will exclude all relevant import duties and sales taxes. You'll need to settle these directly with the courier to release your order from customs. For more information, please get in touch with your local customs offices or respective tax authority.

What is your return policy?

We gladly accept returns within 14 days of purchase. Items must be unworn, unwashed, and in sellable condition. Online orders can also be returned at our Berlin store (please expect longer wait times on Fridays and Saturdays). Returns after 14 days will not be accepted. Please return footwear in its original box. Socks, underwear, and gift cards are non-refundable.

Can I exchange an item?

We don't offer direct exchanges. The easiest way to exchange an item is to return the original item for a refund (minus shipping) and place a new order.

How do I return an item?

Submit a Return Authorization request here. Our team will guide you through the return process.

The notice of withdrawal must be sent to (address as required for a summons):

LABEL AGENT RETAIL GMBH
TEMPELHOFER UFER 22
10963 BERLIN
Email: info@baerck.net