FAQs

How can I contact Hight?

You can contact us via email support@hightworldwide.com. Our customer service team is available Monday-Friday, 9am-5pm GMT.

Do Hight ship worldwide?

Yes, we do! We believe in spreading the Hight love all around the world, one luggage at a time.

Where do Hight ship from?

Hight ships from the top of Mount Everest, where our team of sherpas personally hand-deliver each package to ensure it arrives at its destination in peak condition. Okay, just kidding, we ship from our warehouse located in Hong Kong but we like to think that our luggage and accessories are delivered by Sherpas with a touch of magic !

Can I change or cancel my order?

Of course you can! We understand that sometimes plans change, and that's totally fine. Just keep in mind that we can't guarantee your order will be changed or canceled if it's already being packed by our team of ninja packers. But don't worry, we'll do our best to accommodate your request and make sure you're happy with your Hight experience. In the case that it's too late to cancel your order, it can be returned for a full refund once received provided it is unused and in its original packaging.

What payment methods do you accept?

We accept all forms of payment, including: cash, check, credit card, barter, and even love letters written in fancy calligraphy. Okay, just kidding, we accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. We also accept hugs, high-fives, and compliments but only in person.

 

When will my order be processed?

Your order will be processed as soon as our team of highly trained llamas finish sorting through the mountain of orders we receive daily. Just kidding, orders are usually processed within 1-3 business days and shipped out as soon as possible. We'll send you an email with tracking information as soon as your order is on its way. If you don't receive an email, don't worry, our llamas are probably just taking a break. Please note our llamas don't work weekends or public holidays.

How long will it take to receive my order?

It depends on where you're located and how fast our team of carrier pigeons can fly. Due to high demand, orders may take between 2-4 weeks to arrive. If it takes longer, don't worry, our pigeons probably just made a pit stop on a tropical island along the way, who can blame them.

What if I don't receive my order?

If you don't receive your order within the estimated delivery time, please contact us and we'll track it down for you. We'll do our best to make sure it gets to you, even if we have to send out a search party of ninja squirrels. If you don't receive your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

It depends on where you're located and what our team of tax-evading beavers can negotiate. Just kidding, the prices displayed on our site are tax-free in GBP, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by Hight. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

We accept returns via carrier unicorn, or you reach out to our customer service team support@hightworldwide.com

What if the item(s) I received are defective/incorrect/damaged?

If the item(s) you received are defective, incorrect or damaged, it's probably because we accidentally shipped you our test products that were being used by our team of mad scientists. Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible a nd if it turns out that the item was damaged by a mad scientist, we'll make sure to fire them and send you a complimentary cake to apologise.

When will I receive my refund?

It depends on how fast our team of time-traveling sloths can process your refund. All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account and if you don't receive the refund, just remind us, we might have forgotten about it, sloths are forgetful creatures you know.