1. What is a Pre-Order

A pre-order is a purchase made before the product is physically available. By placing a pre-order, the Customer reserves the product prior to its official release, securing availability and, where applicable, special pricing.

The sales contract is concluded at the time of payment. Delivery is deferred according to the timelines indicated in Section 3.

2. Payment

Full payment is required at the time of placing the pre-order. All payment methods available on hideandjack.com are accepted (credit/debit cards, PayPal, Klarna, etc.).

The charge is processed immediately upon order confirmation. The Customer will receive an email confirming the payment.

No additional charges will apply beyond the price shown at the time of the order.

3. Estimated Delivery Times

Pre-ordered products will be shipped within 60 (sixty) days from the order confirmation date, subject to force majeure events or delays attributable to third-party suppliers.

Hide & Jack will notify the Customer by email of any significant changes to the estimated shipping date, with reasonable advance notice.

If the delivery delay exceeds 60 days beyond the estimated date without prior communication accepted by the Customer, the Customer has the right to terminate the contract in accordance with applicable consumer protection law, with a full refund within 14 days.

⚠ The 60-day period is an estimate and does not constitute an essential delivery date unless expressly stated as such by the Customer at the time of ordering.

4. Pre-Order Cancellation

The Customer may request cancellation of a pre-order at any time, provided the product has not yet been shipped (tracking not yet activated).

Cancellation requests must be sent to:

• Email: info@hideandjack.com
• WhatsApp/Phone: +39 334 503 1283
• Including order number and the full name of the order holder

To proceed with your return, please follow the instructions at the dedicated link "Pre order cancellation".

Upon acceptance of the cancellation request prior to shipment, Hide & Jack will issue a full refund within 14 business days to the original payment method.

Once the product has been shipped, cancellations are no longer accepted. The Customer must exercise their right of withdrawal as described in Section 5.

5. Right of Withdrawal (EU Customers)

Pursuant to EU Directive 2011/83/EU and applicable consumer protection legislation, customers residing in the European Union have the right to withdraw from the contract without giving any reason within 14 days of receiving the product.

To exercise the right of withdrawal, the Customer must notify Hide & Jack (Italian Flag S.R.L.) before the withdrawal period expires, via:

• Email: info@hideandjack.com
• Return form available at: hideandjack.com/pages/return-request
• Registered letter with acknowledgement of receipt to: Italian Flag Srl, Via Malcanton 2, 35010 Trebaseleghe (PD), Italy, ATT: Hide & Jack

Return conditions

• The product must be returned within 14 days of the withdrawal notice
• The product must be in original, unused condition with intact original box
• Shoes must be tried on clean, carpeted surfaces only
• Original shoebox must be included in its original condition

The Customer may try on the footwear as they would in a physical store. Should the use exceed what is necessary to assess the nature, characteristics and functioning of the product, Hide & Jack reserves the right to apply a deduction from the refund proportional to the reduction in value of the product, pursuant to Article 14(2) of EU Directive 2011/83/EU.

Refund upon withdrawal (EU Customers)

• Product price: fully refunded
• Standard outbound shipping: refunded
• Express or additional shipping: not refunded
• Return shipping cost: at the Customer's expense
• Refund within 14 days of receiving the returned product in original condition

6. Non-EU Customers

For customers residing outside the European Union, the standard Hide & Jack Returns Policy applies, available at hideandjack.com/pages/returns-policy.

Non-EU customers may request a return or exchange within 14 days of receiving the product. Return conditions and responsibilities regarding return shipping costs remain unchanged from the standard policy.

Customs duties, import taxes and any applicable fees are non-refundable under any circumstances.

7. Defective or Incorrectly Delivered Products

In the event of a defective, damaged or incorrectly delivered product, the Customer must contact customer service within 14 days of receipt, providing photographic evidence.

In such cases, Hide & Jack will cover return shipping costs and provide a full replacement or refund at the Customer's preference. The statutory two-year legal guarantee of conformity applies from the date of delivery, limited to manufacturing defects or non-conformities present at the time of delivery. It does not cover normal wear and tear resulting from use of the product.

Contact: info@hideandjack.com | Tel. +39 334 503 1283

8. Cancellation by Hide & Jack

Hide & Jack reserves the right to cancel a pre-order in exceptional circumstances (e.g., production discontinuation, force majeure, pricing error). In such cases, the Customer will be notified by email and will receive a full refund within 14 days.

Hide & Jack shall not be liable for indirect damages, loss of profit or customer expectations arising from the cancellation of a pre-order, to the extent permitted by applicable law.

9. Governing Law and Jurisdiction

This Policy is governed by Italian law. For EU consumer customers, the consumer protection laws of the customer's country of residence apply where more favourable.

For disputes between businesses, the competent court is that of Padova. For EU consumer customers, territorial jurisdiction is determined by the mandatory consumer protection legislation applicable in the customer's country of residence. For non-EU consumer customers, applicable jurisdiction and governing law are determined in accordance with the consumer protection legislation in force in the Customer's country of residence, where applicable.

For alternative dispute resolution, customers may refer to the ADR bodies recognised in their country of residence.