General Question
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
Handgrafted shoes production time is around 10 working days.
Shoes available from the stock will be shipped in next business day.
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
For customers within European Union or Switzerland typical standard transit time can take approximately 2-3 business days depending on your location. Taxes, duties and handling fees are included only within EU. We ship orders via DHL.
For any customer outside European Union transit standard time takes 2-6 business days. Import fees are not included in price and will have to be paid to your country’s customs agency before they will release it for final delivery. It is the responsibility of the customer to read and understand the costs of importing goods into their country outside of EU before placing an order.
If you have not tried our shoes before, then we recommend measure your foot and consulting with customer support before placing the order. We list all of the products on hellberg.ee in EU, UK and US sizes.
While this recommendation works for most people, please keep in mind every person’s foot is different, and this suggestion may not work for everyone. Feel free to contact us for fitting confirmation.
Please be sure your shoes fit properly and that you are completely satisfied before wearing them for normal use.
THE PRODUCT I WANT IS OUT OF STOCK, CAN i STILL ORDER IT?
All HELLBERG shoes is available to back-order.
Let us know what model and size you need and we will produce pair you want.
Yes, customized shoes are available exclusively. Customers must place orders in person. Due to their specifications, custonized items can take 4-6 weeks to make and ship. Customized orders are not eligible for return or exchange.
WHAT IS THE BEST WAY TO CARE FOR MY hellberg SHOES?
SHOE TREES
The most important part of your shoe care regimen is using a properly fitting shoe tree. Your feet have approximately 250,000 sweat glands which produce an average of 8 ounces of sweat every day. Poplar shoe trees absorb moisture from the lining which protects the leather from breaking down over time. Shoe trees also help maintain the original shape to prevent curling and deep creases. It’s important to alternate the shoes you wear every day. A regular rotation gives them adequate time to dry and increases their lifespan.
LEATHER CARE
Condition and polish the upper to keep leather healthy and protected. Moisturized leather equals resilient leather. The appearance and lifespan of your shoes directly correlate with how well you maintain them.
CLEAN
It is important to clean the surface to prevent dirt from being ground into the leather. For routine cleaning, you can brush your shoes using a horsehair brush or microfiber cloth. If your shoes have heavy stains (wine, oil, etc.), then you may need to use a leather cleaner first. Please beware of strong cleaners as they could strip the color from the hand-dyed patina. Consult a local repair expert if you are unsure of what cleaning products to use.
CONDITION
Once you have removed dirt and debris, condition the upper with shoe cream. This step adds healthy oils to the leather that keep it from drying and cracking. With a microfiber cloth, apply a dime-size amount of shoe cream to the leather in small circular strokes. Pro tip: After applying shoe cream to the surface, use a pig hair brush to work it deeper into the pores.
PROTECT
This final step acts as a clear coat which helps repel small amounts of water and debris. With your microfiber cloth, evenly apply a thin layer of polish in small circular motions. Use a clean microfiber cloth to buff the surface to a mild shine. Pro tip: After applying shoe polish to the surface, use a pig hair brush to work it deeper into the pores.
HIGH SHINE | (OPTIONAL)
If you desire a greater level of shine, then you can apply additional layers of polish. After each layer of polish, apply a few drops of purified water to the surface and rapidly brush with your horsehair brush. Friction from the brush strokes is key to creating a better shine. Once the shoe is shined to your satisfaction, use a fresh microfiber cloth for a final polish
DO YOUR SHOES HAVE A GUARANTEE?
Yes they do, complying with the EU regulations. Our craftsmanship is most importance to us. We inspect all our products by hand to assure they meet our standards pertinent to the aspects in which they were designed. It is an inevitable reality that items can be damaged in shipping to the consumer.
We compensate all expenses for defective products. If our quality assurance team assesses that the product was damaged during the manufacturing process or if the item is in a different condition to how they are supposed to come from the factory, you will receive a refund.
We cannot compensate for products that were damaged for reasons outside of our manufacturing and shipping processes; including personal damage and improper use. We cannot compensate if the product was bought from anywhere other than our hellberg.ee online shop.
Please note the lifespan of an item depends on the individual using it. Their characteristic wear pattern, the conditions in which it’s used, and the methods of conservation and care. Items damaged by typical use, or items that have exceeded their reasonable lifespan, will not be not replaced.
We also maintain in-house customer service to assist with simple and timely solutions to any problem. If you have any uncertainty related to returning, servicing or shipment of our products, please contact info@hellberg.ee for assistance related to all concerns with Hellberg items
HELLBERG DIRECT PURCHASES
For products purchased on hellberg.ee, please email us at (info@hellberg.ee) or submit a request through our contact page. Please include your order number and a few clear photos of the defect you are experiencing. We will follow up with you in 24-hours or less.
All shoes delivered in EU are eligible for free return.
The purchase of items through the Website provides the right of cancellation within 20 calendar days from the date of delivery.
All items must be returned in the same condition in which they were delivered, with all their seals and packaging, provided that this allows all necessary checks and handling to be carried out to determine the characteristics and functions of the products.
We do not reimburse expenses for express delivery except for returns related to quality or factory defects.
Products must be returned in new condition. Any items returned in non-resellable condition will be returned to sender.
Products with after market modifications/customization are not eligible to be returned.
Products must be returned in the original packaging. Items not returned in original packaging may be subject to a €10 repackaging fee.
Please allow 1-3 business days for returns to be processed once they arrive at our warehouse.
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