FREQUENTLY ASKED QUESTIONS
GENERAL QUESTIONS
SHIPPING & PAYMENT INFORMATION
Once your payment is verified, it usually takes up to 24 hours to process and ship out your order. Please note that this does not include weekends or holidays. Purchases made after 12 pm (GMT+4) will not be shipped out until the next working day. If you place an order after 12 pm (GMT+4) on a Thursday, your order will be shipped out on the following Sunday.
All taxes and duties may be included in the price depending on the country to ship. If it is not included in the price, it will be shown upon checkout.
ORDER & CONCERNS
If you need to change or cancel your order, please contact us as soon as possible. Once our warehouse has processed your order, we will be unable to make any changes.
Yes, during checkout under the "delivery address" field. You can enter the address at which you would like to have your order delivered.
PRODUCT QUESTIONS
GENERAL INFORMATION
Hagen bags are hand wash only. Due to its stain & dust resistant feature mostly you wouldn't need more than a soft damp cloth (or brush) along with mild soap (unscented) to spot clean and air dry. If your bag is well taken care of, we can 100% guarantee that you will only need to mildly clean it by hand once every year or so! 🤩
Hagen products are covered by a 12 months warranty from the day they were bought when used under normal conditions and for the purpose intended. This warranty covers faults in materials and workmanship and doesn't apply if the damage is caused by unreasonable use or neglect. See more info on warranty.
Albert and Berg shapes speak for itself! 🙂Both are equally functional, share most of the same features such as cut resistant and secret pockets. Both backpacks house your laptop (around shock absorbent double padded foam) up against your back by making it feel 30% lighter than conventional backpacks.
That being said, Albert does have 5 external secret pockets while Berg has 3. The major differences would be that Albert has additional features such as built-in lock, retractable key leash, external water bottle pocket, external umbrella pocket, raincoat, internal built-in USB cable (type - A) and the external USB Port (type - A).
SHIPPING QUESTIONS
Worldwide (Excluding current war zones)
Domestic orders: 1 - 3 working days
International orders: 3 - 5 working days
All orders are shipped using priority express shipping via Aramex. Delivery days are Sunday - Thursday, excluding federal holidays within the UAE
Once your order has been processed, you'll receive an email with your tracking number. You can track your order via Aramex.
Once you'll order gets processed. You’ll receive an email confirmation with the tracking number and estimated delivery date(s).
Priority Express Shipping is FREE for all domestic and international orders.
Hagen products are designed in Copenhagen, Denmark. Our warehouse facilities are in Dubai, U.A.E. It is shipped via Aramex.
RETURN QUESTIONS
Eligibility for return or exchange request:
• Return or exchange can only be made on items within 7 days from the date of delivery.
• All items will need to be unused, in its original condition with the tag and packaging intact.
Any brand new item can be returned or exchanged for a full refund or store credit within 7 days from the date delivery. Please contact us to schedule the return or exchange request.
After you contact us with your return request, we will email you all the required information within 24 hrs.
Given that your return request complies with our return policy. We will provide you with a prepaid return label and schedule the item to be picked up from your delivery address. As soon as your return item has been received at our warehouse facility. Your exchange order will be processed or the refund amount will be issued back to your original payment method.
Please note that it can take up to 5-7 working days for the refund to reflect back to your original payment method. Depending on your bank or payment provider.
If you have received a damaged item please reach out to us at support@hagenbags.com. Our customer support team will help resolve the issue. See more on warranty request.
WARRANTY QUESTIONS
Hagen products are covered by a 12 months warranty from the day they were bought when used under normal conditions and for the purpose intended. This warranty covers faults in materials and workmanship and doesn't apply if the damage is caused by unreasonable use or neglect.
Hagen is not liable for damage to computers, cameras, equipment, clothing or anything in your surrounding environment as a result of using our products. Hagen is also not liable for bodily injury to yourself or others as a result of using our products.
This 12 months warranty does not cover scratches, damages caused by accident, abuse, neglect, improper use or storage of the product, unauthorized modifications, normal wear and tear, or if you change your mind. In order to make a warranty claim, you need to have purchased your Hagen products through our website and you must provide proof of purchase. Items purchased from resellers are not covered by this 12 month warranty, you will need to contact them directly as they handle their own warranty claims, returns and exchanges.
To submit a warranty claim please contact us by providing your order number and claim details. Our warranty team will review your request and get back to you.
Please contact us with your order number and a description of the fault or damage. Including photographs of any fault helps a lot in speeding up the claim process.
Contact Us
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