FAQ's

General

How can i contact you?

You can contact us via our contact form. Our customer care will get back to you within 24 hours.

I can not find my order confirmation, where do i look or whom do i contact?

All orders placed through our web shop should receive a confirmation of the order via email. If you have not received an order confirmation please check your spam folder before contacting us. If the order confirmation is not there either, then please let us know through our contact form and we will send it immediately.

How do i find my size?

Please visit our size chart where you will find a size conversion chart. If you’re still hesitating about your size, please contact us via this contact form and our customer care team will personally assist you.

How can i clean my HoodLamb items

Jackets
Dry clean only

Knitwear with fur
Hand wash only
Wash with similar colors
Do not tumble dry
Do not bleach
Drip dry
Brush the fur with a soft bristle brush

Knitwear without fur
Machine wash cold
Wash with similar colors
Do not tumble dry
Do not bleach
Drip dry

There are yellow spots on my cream colored Hoody. Is this normal?

Yes, natural color irregularities occur due to the natural fiber structure of the material.

Why are all your products made from hemp?

HoodLamb has been a hemp pioneer since the early 1990s. As a brand we are committed to leveraging its many benefits to create stylish, durable, sustainable clothing.

Hemp is one of the world’s strongest natural fibers - second only to spider silk. Hemp enriches rather than depletes the soil by shredding its leaves throughout the season, creating a rich compost. Hemp requires about half the amount of water that other agricultural crops do. Hemp requires no pesticides, herbicides, or fertilizers to grow. Hemp helps purify the soil, removing heavy metals. Hemp is considered a carbon negative raw material because its growth actually produces an outlet of CO2 from the earth’s atmosphere.

Are your garments certified organic?

HoodLamb's outerwear shell fabric and knitwear are GOTS certified. The Global Organic Textile Standard (GOTS) is recognised as the world's leading processing standard for textiles made from organic fibers. It defines high-level environmental criteria along the entire organic textile supply chain and requires compliance with social criteria as well.

Are all your products vegan?

Yes, all HoodLamb clothing is free from animal by-products.

You use PET in your faux fur. What does PET stand for?

PET stands for polyethylene terephthalate. It's a fabric that is made from recycled plastic bottles. The bottles are cleaned and melted down; then the plastic is stretched into a fine thread, which is woven into soft, durable, beautiful fabric.

Are your jackets waterproof?

All HoodLamb jackets undergo a hemp cellulose treatment. This is our environmentally friendly waterproof coating made from natural cellulose derived from the hemp plant. This eco-conscious method of weather proofing shows outstanding performance in wet, windy or cold conditions, and provides a sustainable alternative to the polluting chemicals found in many other weather resistant treatments.

I live in a very cold climate. How well do your coats protect against the cold?

Winter jackets are HoodLamb's speciality. They have been put to the test in extreme temperatures in Polar regions by our friends at Sea Shepherd, and also in the cold mountain regions of Canada and the US. However please keep in mind that personal comfort levels in the cold vary from person to person.

I have sensitive skin. Are your products suitable for people with skin allergies?

HoodLamb products are naturally free of harsh chemicals and toxins that can harm the skin. In addition, all metal components of our clothing, including snaps, buttons, pins, and labels, meet EU anti-nickel regulation requirements.

When will my favorite HoodLamb item be restocked?

We produce in small batches using the hemp harvest of a single year to make our jackets and knitwear for each season. If we're sold out of an item we will only get new stock next season.

I have read alarming news about the working standards in China. How are HoodLamb items made?

HoodLamb garments are sewn in only a few factories handpicked by us for their quality standards, excellent working conditions and outstanding production and research facilities. Most of these facilities are family owned and HoodLamb is proud to use their centuries old wisdom, expertise, and craftsmanship to create our collection. Travel with us to China in The Story Behind HoodLamb to see how we manufacture our garments.

How do you package your products?

HoodLamb’s unmistakable packaging has been developed with as much care and attention for the environment as our clothes, using recycled materials and a minimum of ink to reduce print footprint. HoodLamb cardboard boxes are made from 85% recycled paper and feature organic hemp cord handles. HoodLamb plastic bags are made from recycled plastic.

I would like to write a blog, article about your brand. Where can i find media information?

Visit www.teamhoodlamb.com for the latest press releases, high-res images and catalog downloads.

How do i receive the latest information from HoodLamb?

Sign up for our newsletter here and we will send you the latest news. You can also follow us directly on Facebook, Instagram and Twitter.

I have a store and would like to carry HoodLamb. Where can i find wholesale information?

Please contact wholesale@hoodlamb.com so we can put you in touch with the right distributor/agent.

I’d like to invest in HoodLamb. Whom do I talk to?

Please contact investor@hoodlamb.com to know more about our investor plans.

Payment

What payment methods do you accept?

You can pay using Visa, MasterCard, Paypal, Sofort and iDeal.

My payment is not being accepted. What can i do?

Make sure that you have the right amount available in your account. Also, check with your credit card company that your card is activated for internet purchases. Contact our customer care in case this doesn't solve your issue. They can create a email payment link for you.

Do import tax and duties apply to my order?

Local country import tax and duties apply to countries outside the European Union.

Shipping & Returns

How do i cancel/adjust my order?

If you would like to cancel your order or make any adjustments it is very important that you contact us right away. Please use ”CANCEL ORDER” or ”ADJUST ORDER” together with your order number in the subject field. If we do not receive a message directly after the order has been placed, we can not guarantee that we have time to stop the shipment. If a canceled order has already been sent, the customer will be responsible of sending the item back. If an order is being refused by the recipient for an unknown/unapproved reason, we reserve the right to charge a fee of EURO 20 / 25 USD for the cost of returning the item by the carrier.

What countries do you ship to?

HoodLamb proudly offers worldwide shipping via UPS.

When will my order be shipped?

To ensure you get your purchase as soon as possible we aim to ship all orders within 24hrs of payment (Monday - Friday).

How long does shipping take?

All orders are shipped via UPS within 24hrs of payment (Monday - Friday). Tracking numbers are provided by email at the time of shipment. Within Europe UPS Standard Shipping takes 2 to 5 working days. Outside of Europe UPS Express Shipping takes 3 to 7 working days. Please note, Saturday and Sunday are not classed as working days.

How can i return my order?

1. Complete the return form. Please indicate the reason for the return so that we can continue to improve our merchandise and our service. Don't forget to include a copy of this return form along with the products to be returned. You can download our return form here. Our return address is:

HoodLamb Returns
CB Fashion
Grasbeemd 5
5705 DE Helmond
The Netherlands

2. Once we have received the returned merchandise, we will send you a confirmation email informing you on its return status. As soon as we've established that the returned merchandise has been received in good condition, we will send you the exchange item or reimburse you for it (excluding the costs for return postage) within 5 working days.

3. All returned items must be in new and unused condition and still have their original labels attached to them. Articles will not be accepted if:

- they have been worn or washed
- you have attempted to mend a fault or mistake in the clothing yourself
- you have not followed the washing or general instructions correctly.

4. All returns need to be RECEIVED by us within 30 days of the date of purchase.

5. Please note, we don't refund shipping costs. The costs for returning an item are to be paid by the customer. HoodLamb will pay shipping expenses for outgoing exchanged items.

Can i return a sale item?

Yes, of course! Sale items can be returned for a refund. Simply follow the instructions from our shipping & returns page. Please note, we don't offer exchanges on these due to limited stock options but will refund you for the returned items.

I have received a faulty product. What do i do?

Unfortunately sometimes a production mistake slips through. Please contact our customer care team as soon as you detect a production defect. Please do not send anything back to us without our prior knowledge and confirmation.We need to establish the details of the damage before we decide how to return the item. It’s very important that we receive this information, as we are not always able to reimburse you for the shipping costs afterwards.

I have sent in a return a week ago. How do i know if it arrived?

Our customer care will send you an email as soon as your return arrives at our warehouse. If you haven't heard anything yet, the parcel is still on its way.

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