Scope and definitions

Geltungsbereich und Begriffsbestimmungen

The business relationship between Lorenz Held e.U, Innsbruck, (hereinafter referred to as „Held“ or „Seller“) and the customer (hereinafter referred to as „Customer“) shall be governed exclusively by the following General Terms and Conditions (valid version at the time of the respective order). Any conflicting or other general terms and conditions and/or other terms and conditions of the customer are expressly rejected, irrespective of their designation, unless the seller expressly agrees to their validity in writing. Agreements made with the customer in individual cases (including ancillary agreements, supplements and/or amendments) shall in all cases take precedence over the Seller’s General Terms and Conditions. A written contract and/or the written confirmation of the Seller shall be decisive for the content of such agreements. This shall also apply to any waiver of this written form requirement.

Conclusion of contract / possibility of correction

Held’s Internet pages are merely an invitation to the client to submit offers for the conclusion of a purchase contract for the goods presented. The order confirmation sent to the client by e-mail does not yet lead to a contract of sale. This only takes place with the delivery of the goods, which constitutes the declaration of acceptance. No contract is concluded for goods that are not delivered. Held reserves the right to refuse the conclusion of the contract, the decision on this lies in the free discretion of Held.

Minor colour deviations of the goods shown on the website are due to technical reasons and consequently possible.

Held does not accept orders from customers who have not yet reached the age of 18.

An order is only possible if all mandatory fields marked with * in the order form are filled in. If any information is missing or Held cannot fulfil the order for any other reason, the customer will receive an error message. Before finally submitting the order, the customer will be given the opportunity to correct his order. The customer will receive supporting information directly in the course of the ordering process. As soon as the order process is completed, the customer is notified by an information window „Your order is completed and has been successfully sent“. This does not constitute acceptance of the customer’s offer.

Order confirmation

The customer’s order data is stored. If the customer wishes a printout of his order, he has the option of printing out an „order confirmation“. This appears on the customer’s screen after he has sent the order to Held by pressing the „Send order“ button and his payment details have been successfully checked. In addition, the client will be notified of the receipt of his order via the e-mail address he has provided when the order has been received by Held. This notification does not yet constitute an acceptance of his offer.

Prices and shipping costs

The prices are stated in EURO including the legally valid value added tax.

Held shall inform the client of the respective shipping costs in the order form. The customer shall bear the shipping costs.

In the case of a delivery to a non-EU country, the customer shall additionally bear all import and export charges as well as any customs duties, fees and charges. Any foreign bank charges shall also be borne by the customer. Customs duties, fees and charges as well as handling fees of the carrier will NOT be reimbursed to the customer in the event of a return.

Delivery, Delivery Periods, Availability of Goods, Dispatch

Held manufactures the ordered hat model(s) for the customer according to the customer’s specifications (size, colour, etc.). For this reason, delivery periods of up to two months are to be expected. Experience shows that the delivery period for models made of felt is about two weeks. Held delivers to the delivery address specified by the customer.

If, at the time of the customer’s order, the product selected by the customer cannot be manufactured and therefore cannot be delivered or cannot be delivered within the specified delivery period due to the unavailability of the required raw material or for other production-related reasons, or if Held cannot meet the specified delivery periods due to force majeure or for other reasons for which it is not responsible, Held shall inform the customer of this without delay.

At the same time Held shall determine a new delivery period for the client which is reasonable according to the respective circumstances. If the goods are not available even within the new delivery period for reasons for which Held is not responsible, Held may withdraw from the contract in whole or in part. Held shall immediately reimburse the client for any consideration already paid. Insofar as the client cannot reasonably be expected to accept the delivery as a result of the delay, he can withdraw from the contract by immediately declaring this to Held in text form (i.e. in writing, by e-mail).

If the client has ordered several articles, it may happen that Held sends them in several deliveries. Held will inform the client of this before dispatch. Should a part of the goods ordered by the client be temporarily or permanently unavailable, this part of the order will be cancelled. Only those parts of the order that are actually available will be mentioned in the shipping confirmation. This means that a contract is only concluded for the available goods listed in the dispatch confirmation. However, no contract is concluded for unavailable parts of the order.

Shipment shall be effected by GLS or the postal service, depending on which method of shipment is more cost-effective, or by EMS at the customer's request. The risk of damage shall pass to the customer when the goods are handed over to the carrier, otherwise when the customer is in default of acceptance. If the customer receives goods that have obviously been damaged in transit, he may exercise his right to return the goods.

Right of withdrawal

Customers may withdraw from the contract in writing (e.g. letter, e-mail) or by returning the goods within 14 days of receipt of the ordered goods without stating reasons. It is sufficient if the declaration of withdrawal is sent within the period. In the event of withdrawal, a full or partial refund of the purchase price shall only be made concurrently with the return of the goods received from the customer.

The goods must be returned to the following address:

Held Company, Burggraben 25-27, 6020 Innsbruck, Austria.

The customer must return the goods in an unused condition and in a condition that can be resold as new and in the original packaging. In the case of articles which are impaired by signs of use, Held shall charge an appropriate fee for the reduction in value. The same applies if accessories or parts are missing when the goods are returned. There is no right of return if the original label has been removed from the goods, as in this case Held must assume that the client has accepted the goods.

Obligations to refund payments must be fulfilled within 30 days. The period begins for the customer with the dispatch of the goods or the request for return, for Held with the receipt.

The costs of returning the goods shall be borne by the client. Should the goods be returned freight collect, Held shall be entitled to retain or invoice a corresponding amount.


If there is a defect in the goods, the client is entitled to demand subsequent performance (new delivery or rectification of defects). Held is, however, entitled to refer the client to a new delivery if the removal of the defect would involve disproportionate expenditure.

Deviations in the quality, colour, size, equipment or design of the goods that are customary in the trade or technically unavoidable and are due to the material are insignificant. There shall be no right of withdrawal in the case of such or other insignificant defects. The customer shall be at liberty to prove that the said deviations are significant for him. The customer shall have no warranty rights if he has modified the goods and the defect was caused thereby. The customer shall assert the warranty claim, stating the order number, his name and address and briefly stating the reasons, by e-mail:, by telephone +43 512 586 327 or by post to the following address:

Held Company, Burggraben 25-27, 6020 Innsbruck, Austria.

At Held's request, the customer shall send the defective goods for inspection at Held's expense and risk to the following address:

Held Company, Burggraben 25-27, 6020 Innsbruck, Austria.

The customer shall use the original packaging for the return. If the goods consist of several individual parts, the customer shall restore the delivery condition.

Retention of title

The delivered goods remain the property of the seller until the purchase price has been paid in full. In the event of seizure of the goods or other interventions by a third party, the customer shall be obliged to inform the seller immediately in writing and to inform the third party of the seller's retention of title.


Customers can pay for their order with Held by instant bank transfer via their online bank account. Held only accepts the payment methods displayed to the customer during the ordering process.

All payments as well as credit notes are processed exclusively in EURO.

Data processing and data protection

The client agrees that the following personal data, namely surname, first name, address, a possibly deviating delivery address, as well as an e-mail address are stored and processed for future order processing in the Held online shop or for the personalisation of online shop offers or the newsletter.

The client agrees to receive news about the company's products, current offers and other company-related information by means of promotional e-mails, esp. newsletters.

The personal data of the client, which become known to Held in the course of a business relationship, are of course treated confidentially.

Choice of law, effectiveness

Austrian law shall apply to all contracts and agreements between the client and Held, to the exclusion of the UN Convention on Contracts for the International Sale of Goods. The place of performance is Innsbruck/Austria. Should individual provisions of these GTC be or become invalid, the validity of the remaining provisions shall remain unaffected. In place of the invalid provision, the relevant statutory provisions shall apply.

Provider identification

Held Company
Burggraben 25-27
6020 Innsbruck; Österreich

landline: +43 512 58 63 27;
mobile network: +43 660 24 588 24

Management: Mag. Lorenz Held

Court of jurisdiction: Innsbruck; VAT identification number: ATU67578338

Bank details: BTV: Bank for Tyrol and Vorarlberg

BIC: BTVAAT22; IBAN: AT16 000 0001 0057 7186

Any questions?

Then write to us briefly, we will get back to you.

Best regards, your hatter!

Contact us

© 2023 Hut Held Hutfachgeschäft & Hutmanufaktur

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