Faq Sections

Company
  • Who is Hagerty?

Since 1895, Hagerty has been developing and distributing special care products for jewellery, watches and accessories, decorative objects, tableware, carpets and textiles and many other surfaces. 

Our mission is to take care of your precious objects through time.


  • How can I contact your company?

E-mail: hagerty@hagerty.world

Telephone: +41 32 724 44 64

Please note that our offices are open from Monday to Friday, from 8:00 to 16:30 (UTC+01:00).


  • What are Hagerty's environmental commitments?

- Our products comply with REACH regulations.

- Production takes place mainly in Europe (Netherlands, France, Italy, Germany). 

- A single central warehouse = optimisation of transport costs and environmental impact. 

- Our suppliers work with local partners to continuously improve quality processes and the selection of raw materials and components. 

- Priority is given to the use of biodegradable ingredients wherever possible.

- Packaging is recyclable (cardboard, plastic, aluminium).

- The cardboard packaging is FSC-certified.

- Cleaning cloths are made from sustainable raw materials (recycled cotton from other cloth productions), using 60% solar energy and in a way that conserves resources. They contain clay and natural oils and are dyed with environmentally-friendly colours. Finally, they can be disposed of in household waste.

- The Odour Eliminator formula is Ecocert certified (contains 100% natural ingredients).


Customer account / Confidentiality
  • How can I create an account or connect to my existing account?

At the top right-hand corner of the site, you'll find a customer account area ("character" icon). 

Click on the character and a new page will appear. Here you can log in or create an account.

By creating an account, you also have the option of joining CLUB HAGERTY, which allows you to benefit from exclusive advantages (offers, advice, etc.).


  • How can I unsubscribe from the Club Hagerty (Newsletter)?

Simply click on the "Unsubscribe" button at the bottom of the e-mail you receive.


  • What is your confidentiality and security policy?

PERSONAL INFORMATION

www.hagerty.world undertakes not to divulge to third parties any information you provide. This information is confidential and will only be used by Hagerty's internal departments in order to process your order and to ensure that the services offered are properly personalised.

However, if you access www.hagerty.world via hypertext links from other partner sites, some data concerning you may be communicated to these sites, with the exception of bank details. The only purpose of the information collected by www.hagerty.world is to identify you. This information is considered to be personal data and is therefore protected by the French Data Protection Act of 6 January 1978. You therefore have the right to access and rectify any data concerning you.

COOKIES

Users are informed that during their visits to the site, cookies may be automatically installed on their equipment and stored temporarily or permanently in memory or on their hard disk. They can be deactivated in the tools tab of the web browser. The purpose of using these cookies is to make browsing easier and to carry out anonymous analyses of visitor numbers and audience measurements in order to continually improve the site and the quality of service expected. The user therefore acknowledges having been informed of this practice and authorises www.hagerty.world to use it.

PAYMENT

www.hagerty.world is subject to a security system. We have adopted the SSL encryption process, which offers maximum confidentiality for data transmitted over the Internet. This process is backed up by internal and external security systems to protect sensitive data. Your credit card details will only be known by our partner PAYPAL or STRIPE.


Order / payment / delivery / cancellation / returns
  • How can I order or buy your products?

You can order directly from our online site.

Alternatively, you can find our products in shops (drugstores, pharmacies, jewellers, DIY shops, hardware stores, etc.). 

We advise you to contact the local manager in your area, who will be able to point you in the right direction:

INTERNATIONAL

hagerty@hagerty.world

ITALY

Luca Cocchiglia

luca.cocchiglia@hagertycare.com

FRANCE

Fabrice Ebner

fabrice.ebner@hagerty.world

GERMANY / AUSTRIA / EASTERN EUROPE

Christian Emmer

christian.emmer@hagerty.world

SPAIN

Helena Galvez del Rio

helena.galvez@hagerty.world

PORTUGAL

Hagerty Portugal

geral@hagertyportugal.com

BELGIUM / THE NETHERLANDS

Theo Lensink

theo.lensink@hagertycare.com

UK & IRELAND

David Stokes

david.stokes@hagertycare.com

SCANDINAVIA

Dorte Sparre

dorte.sparre@hagertycare.com

ASIA / INDIA / OCEANIA

Calvin Ho

calvin.ho@hagertycare.com

RUSSIA & CIS

Alexander Hagerty

alexander.hagerty@hagertycare.com

SWITZERLAND

Imbiex

info@imbiex.ch

MIDDLE EAST

Rasmus Olsson

rasmus.olsson@hagertycare.com

AFRICA

Olivier Benamou

olivier.benamou@hagerty.world


  • How do I know if my order has been confirmed?

Once the payment has been validated, a confirmation e-mail will be sent to the e-mail address provided. The invoice for the order will be attached to this e-mail. 

Be sure to check your "Spam" folder, as the e-mail may be hidden there. 


  • How do I use a promotional code?

- Enter the promotional code in the "Promo Code" box when you are on the basket page, before validating your order.

- Click on "Add".

- If your code has been applied, a validation phrase will appear and the discount will be applied.

If a red text indicates "You cannot use this discount voucher", please contact us: hagerty@hagerty.world

- Only one promotional code may be used per order.


  • What payment methods are accepted?

2 types of payment are possible:

- Stripe (Credit card: MasterCard, Visa, ...)

- PayPal 


  • Where is my order?

When your order is dispatched, you will be notified by email with the tracking number. 

Be sure to check the "Spam" folder in your mailbox, as the e-mail may be hidden there. 


  • What are the delivery times?

EU : Packages are sent using the Colissimo service provided by La Poste France, and delivery times may vary depending on the destination. Within the European Union, you should allow between 5 and 7 days from dispatch of your order.

UK : Packages are sent using the Royal Mail service provided by the Post Office UK, and delivery times may vary depending on the destination. For the UK delivery should be 3 to 5 working days.


  • Is delivery free?

Yes, as soon as the minimum order value is reached. Otherwise, delivery charges will apply. 

The minimum order value to obtain free delivery, as well as the amount of the delivery charges, are indicated on the "Basket" page (before proceeding with the order). 


  • Do I have to pay customs duties?

Customs duties are payable if the delivery address is outside the European Union (e.g. Norway, Switzerland, Ukraine, Liechtenstein, etc.), as the items are sent from our logistics centre in France.

In the case of the United Kingdom, shipments are made from our local logistics centre and customs charges do not apply.

For more precise information, we suggest that you contact the local customs office in order to anticipate any charges that may apply.


  • What delivery zones are served for online orders?

Orders can be processed if the delivery address is in a country on the European continent.

Orders cannot be shipped to Asia, Oceania, Africa, Latin America, Canada and the US.

If you have any questions about an international order, please do not hesitate to contact us and we will put you in touch with the regional manager: hagerty@hagerty.world 


  • How can I return or exchange the product?

Returns should be made to :

European Union

United Kingdom

Hagerty

C/O ESAT du Champ Fleuri

Papillons Blancs

112 rue du Château - BP 10163

76410 Cléon

France

M. David Stokes

C/O Gifted4gifts

4 Churchgate

Hitchin

Hertfordshire

SG5 1DN


  • What should I do if I haven't received my parcel?

We advise you to check the status of the shipment, using the tracking number you received by e-mail when your order was dispatched.

The parcel may be waiting for you at a relay point. Be sure to check your e-mail (also in the spam folder).

Otherwise, contact us at hagerty@hagerty.world


  • What should I do if my order is incomplete or the product is damaged?

Please contact us quickly at hagerty@hagerty.world, quoting your order number and the missing/defective items. We will deal with your request as quickly as possible.


  •  What is your returns or refund policy?

You have a period of 8 days from receipt of the order to return an item that does not suit you - before opening/use. The price of the item purchased will be refunded. However, items that are returned opened, incomplete, damaged or soiled will not be taken back or refunded.

We also undertake to replace or reimburse you for any items that are defective or do not conform to your order and that are returned to us within 8 days, with a detailed explanation of the reasons for the return on the order form.


  • Can I be reimbursed if the product does not suit me?

Yes, you have a period of 8 days from receipt of your order to return an item that does not suit you - before opening/use. 

An item that has been opened/used will not be returned or refunded.


  • Do I have to pay for the cost of returning my order?

Yes, you are responsible for the cost of returning your order.


  • Can I cancel my order?

If your order has not yet been dispatched, yes.

However, to ensure that you receive your order as quickly as possible, we start processing it straight away, so it may no longer be possible to cancel it when the time comes. 

Please do not hesitate to contact hagerty@hagerty.world for details of the status of your order.

Please note that emails are processed from Monday to Friday, 8.00am to 4.30pm (UTC+01:00).


Products
  • I don't know which product to choose

Use the interactive guide to find the right product for the surface or object to be cleaned.

Don't hesitate to contact us if you have any specific requests: hagerty@hagerty.world

Please note that emails are answered from Monday to Friday, 8.00am to 4.30pm (UTC+01:00).


  • What is the size / dimension of the product?

Please refer to the product pages for the contents or dimensions of the products.


  • Are there any warnings or precautions I should be aware of before using the product?

- Check that the object or surface to be treated is in good condition and that the product you have chosen is suitable for the material to be cleaned.

- Read and follow the instructions for use carefully.

- Protect the work surface.

- As far as possible, work in a well-ventilated room.

- Test the product on a small, inconspicuous area of the object or surface.

- Wash your hands thoroughly after use and clean any surfaces you have worked on.


  • How should I store the products?

Keep jars and bottles tightly closed, in their original packaging.

Keep cloths in a dry place.

All products should be kept in a dry place away from light and heat.

Store the products out of the reach of children.


  • How long does the product remain effective after opening?

The products are effective for 12 months after opening. After this period, the formulas can still be used, but their effectiveness may be reduced.


  • How do I dispose of leftover, unused product?

The contents should be taken to a collection centre in accordance with local regulations.


Cleaning jewellery, watches and accessories
  • How can I clean my jewellery at home?

Thanks to Hagerty products, you can easily clean your jewellery at home. Choose the right products for the metals and stones in your jewellery. We offer three types of cleaning: cleaning bath, impregnated cloths and pen with cleaning gel.

Go to the "Jewellery, Watches and Accessories Cleaners" category


  • Can I clean all types of jewellery in the same way?

No, because each metal (gold, platinum, silver, etc.) and each stone (diamonds, rubies, pearls, coral, etc.) is different. 

The way you clean and care for your jewellery, watch or other accessory depends on the type of metal and type of stone.


  • What are the risks associated with cleaning jewellery?

If you do not use the correct product for the type of jewellery. Check the type of metal by checking the hallmark, and the type of stones (pearls, diamonds, emeralds, etc.).

When cleaning jewellery, pay attention to the overall condition of the piece:

- Is the piece complete?

- Are all the claws (clamps surrounding the precious stones) solid?

- Are the clasps in good condition? 

If you have any doubts, we recommend that you leave them in the care of a professional.


  • What precautions should I take to clean my jewellery properly?

For the future care of your jewellery, we recommend that you do the following before applying any cleaning techniques:

- Check the manufacturer's cleaning and care instructions.

- Make sure that the material/surface matches the product being used: Is it silver/gold/platinum?  Is it silver or silver-plated? Are there any precious stones, crystals or other stones/pearls? 

- Carry out a test on a small, inconspicuous surface, to see how resistant the materials, colours, etc. are. 

- Polishing cloths are always a good option when in doubt about the type of metal.


  • How can I store my jewellery to avoid tarnishing or scratches?

The best way is to keep the jewellery away from light and damp, in cases or pouches, and avoid the pieces colliding.


  • How can I prevent my jewellery from tarnishing or discolouring?

We recommend that you dry your jewellery thoroughly after cleaning, and keep it away from light and moisture.


  • My silver jewellery has turned black after cleaning. What should I do?

Check that the piece is actually silver or silver-plated metal.

If this is the case, it's a typical reaction to prolonged exposure to the formula. To remedy this, polish the metal mechanically with Hagerty Silver Polish.


  • How can I clean my gold-plated jewellery?

Start by checking whether or not the plating is worn and in good condition. In all cases, for plated jewellery we recommend using a cloth, a specially impregnated cloth, rather than a cleaning bath, for better protection of your delicate jewellery. 

If the object is not worn and the gold layer is in good condition, you can use the "Gold Cloth", the impregnated cloth for cleaning gold jewellery. Be sure to rub the surface gently, starting with an inconspicuous part of the object to check the result. 

If the plating is worn, you should be able to see the base metal and determine what it is: is it silver, brass, etc.? If so, you'll need to choose the right treatment for it:

- Gold layer and silver base: We advise you to use the "Silver Cloth", the impregnated cloth that will clean and remove the oxidation from the silver that comes out.

- Gold layer and brass base - We recommend using the Copper, Brass & Bronze Duster, an impregnated cloth specially designed for cleaning brass, copper and bronze. 

If the gold layer is worn or damaged, we recommend that you visit a jeweller for professional repair.  


  • Where can I find specific cleaning instructions for my jewellery?

You'll find instructions for use on each product page, under the heading "How do I use the product?"

You can also use the tutorial video on the product page to help you understand how to use it.

If you have any doubts about how to use the formula, don't hesitate to contact us: hagerty@hagerty.world


  • How do I clean jewellery with precious stones or diamonds?

Hagerty offers three cleaners for jewellery with precious stones.

- Jewel Clean: A bath to thoroughly clean your gold (white, pink or yellow) or platinum jewellery with precious stones. The jar contains a small basket in which you can place your jewellery. A small brush is included to clean the smallest nooks and crannies of your jewellery.

- Jewel Cloth: An impregnated cloth that makes it easy to polish and restore the shine of your jewellery. The cloth protects, purifies and cares for stones that have become dull.

- Precious Stones Pencil: A cleaning pen containing a gel specially designed to care for precious stones. Easy to carry, you can restore the sparkle to your diamond jewellery wherever you are.


  • What precautions should I take when cleaning precious stones?

- Do not clean jewellery in a sink, as it could slip out of your hands and down the drain.

- Avoid using metal objects, such as pins or tweezers, to remove embedded dirt and clean hard-to-reach nooks and crannies - the jewellery could be scratched or damaged.

- Use unsuitable cleaning products that are not suitable for metals and/or stones.


  • How can I prevent my precious stones from becoming tarnished or discoloured?

We recommend that you dry your jewellery thoroughly after cleaning, and keep it away from light and damp.


  • Can I clean all precious stones in the same way?

No, every metal (gold, platinum, silver, etc.) and especially every stone (diamonds, rubies, pearls, coral, etc.) is different. 

The way to clean and care for it depends on the type of stone and the type of metal.


  • How can I clean precious stones set in jewellery?

You can easily clean gemstones set in jewellery with the Hagerty Precious Stones Pencil, a cleaning gel in a brush specially designed to clean all the nooks and crannies of your jewellery.


  • How can I store my precious stones to avoid tarnishing or scratches?

The best way is to keep your jewellery away from light and damp, in a case or pouch, and avoid the pieces colliding.


  • Can I use an ultrasonic cleaner to clean my gems?

Yes, but with care, as you need to know how to use the machine. That's why it's safer to go to a jeweller/professional.

Furthermore, it is not recommended to use an ultrasonic cleaner for soft or veined stones (coral, natural cultured pearls, emerald, opal, agate), as the ultrasound could damage them (cracks).


  • How can I look after my precious stones so that they retain their brilliance?

- Store your precious jewellery in closed boxes, away from light and moisture.

- Remove your jewellery with precious stones when you go to the sea, in the sand, to play sports, etc.

- Avoid bringing gemstones into contact with body cream, perfume, aggressive or chemical products.


Cleaning silver / silver-plated objects and cutlery
  • How can I clean my silver at home?

Hagerty offers cleaning products for the care and maintenance of your silver items. Easy to use, the formulas will restore the shine to your silverware in no time. 

If you want to clean your table silver, go to the "Silver & Kitchen Cleaners" category, where you'll find a Silver Bath, a Silver Foam and a Silver Care paste.

If you want to clean a silver decorative object, go to the "Decorative Object Cleaners" category, where you'll find impregnated gloves (Silver Gloves), an impregnated cloths (Silver Duster), a cleaning spray (Silver Spray) and a cleaning lotion (Silver Polish). 


  • What cleaning products or solutions are recommended for silverware?

We recommend using products specifically designed for cleaning silver. In the Hagerty range, you'll find a range of products that will restore the shine of your silverware (polish, chamois, gloves, spray, foam, paste, bath).


  • What product should I use to clean a damaged silver object with a worn silver coating?

Use Hagerty Silver & Multimetal Foam.


  • Which product should I choose for a "de-silvered" silver object?

Use Hagerty Silver & Multimetal Foam.


  • Can I clean all types of silver the same way?

No. For optimum cleaning, we recommend using a specific product for each type of silver object:

- Tableware (cutlery, trays, teapots, etc.): prefer products that can be rinsed off, so that no food or drink comes into contact with any traces of product. 

For this, choose the "Silverware and Kitchen Cleaners" range.

- Decoration (frames, vases, candlesticks, etc.): choose products from our "Decorative Object Cleaners" range.

- Chiselled or engraved objects (frames, vases, candlesticks, etc.): use a spray with a thin layer of formula that will not leave deposits in the grooves (such as Hagerty Silver Spray).


  • How can I clean very dirty or oxidised silver?

Use a mechanical cleaning method, using Silver Polish (cleaning lotion) or Silver Care (special silver cleaning paste).


  • What are the risks associated with cleaning silver?

Choosing a product that is not suitable for silver or silver metal.

Leaving the formula to act for too long on your silver piece (do not respect the time indicated on the packaging).


  • How can I store and prevent my silver from tarnishing or discolouring?

Store your silver in specially impregnated pouches to slow down oxidation and prevent scratching. 

Store your silver in a dry place away from light.


  • How can I store and prevent my silver from tarnishing or discolouring?

Store your silver in specially impregnated pouches to slow down oxidation and prevent scratching. 

Store your silver in a dry place away from light.


  • When is the best time to clean my silver?

As soon as you need it. 

Thanks to Hagerty products, don't hesitate to use your silverware, cleaning is so easy. 


  • The lotion has dried, what should I do?

Rinse with water and dry well.


Cleaning decorative objects (copper, brass, bronze, wood, leather, plastic, crystal)
  • Can I clean my copper/bronze instruments with your products?

Yes, Hagerty offers a cleaning lotion (Copper, Brass & Bronze Polish) and a dry impregnated cloth (Copper, Brass & Bronze Duster) to care for your instruments or other copper or bronze objects. 


  • How do I clean a bronze, brass or copper object (lamp, pot, pan, etc.)?

Use the cleaning lotion (Copper, Brass & Bronze Polish) for thorough cleaning, and the impregnated cloth (Copper, Brass & Bronze Duster) to give your object a polish.


  • My wooden furniture has turned white after using Wood Care, and there's a white film on the surface. What can I do about it?

You may have used too much product, or not polished and absorbed enough of the excess cream. 

Wipe the surface with a slightly damp cloth to remove the excess cream and dry thoroughly.


  • My leather object/accessory (bag, belt, jacket, car seat, etc.) has become greasy after using Leather Care. What should I do?

Polish with a soft cloth to remove the excess cream from the surface. If the grease persists, wipe the surface with a slightly damp cloth to remove the excess, then leave to dry. 


  • Can I clean crystal glasses with Crystal Clean spray?

No, we do not recommend this.

The formula should be applied to chandeliers, candlesticks and other decorative crystal objects, which do not necessarily need to be rinsed.

The spray will not remove limescale or marks caused by dishwasher use.


  • The lotion/polish/cream has dried, what should I do?

Rinse with water, then dry thoroughly.


Carpet and rug cleaning
  • How can I clean and remove stains from my carpet?

Textiles washable with water:

If necessary, start by removing stubborn stains from your carpet using Hagerty S.O.S Spot Remover. 

Then use an injection-extraction machine (such as Hagerty Blue H) to thoroughly clean your carpet.

For small surfaces, such as car seats, upholstered furniture or small carpets, you can use Hagerty Foam Shampoo.

 

Textiles that cannot be washed in water:

We recommend that you clean your non-washable carpets/textiles with a dry shampoo such as Hagerty Dry Shampoo. The dry powder will clean and freshen your textiles.

 

Instructions for use can be found on the product pages in the "Textile, floor and other surface cleaners" category.


  • What are the risks involved in cleaning carpets and rugs?

- Do not vacuum up excess water or cleaning product.

- Not allowing the surface to dry properly.

- Washing with water when the textile should not be wet.


  • How can I dry my carpet after cleaning?

- Weather permitting, lay your carpet out in the sun to speed up drying or open the windows wide.

- Otherwise, leave your carpet to dry indoors, stretching it out well and not placing anything on it (risk of marking the textile).


  • Can I clean my carpets myself or should I call in a professional?

You can do it yourself. If the stains persist after you've cleaned them yourself, contact a professional.


  • Are Hagerty products harmful to my children or pets at home?

- No, they won't. You can safely use Hagerty products at home.

- However, make sure you keep them out of the reach of children and close them tightly after use.

- As with all cleaning products, ventilate rooms regularly.


  • When is the best time to clean my carpets?

Whenever you feel it's necessary. Otherwise, you can wait for the big spring or autumn cleaning.


Cleaning upholstered seats and furniture (sofas, car seats, mattresses)
  • How do I clean and remove stains from car seats / sofas / fabric furniture?

Water-washable fabric:

If necessary, start by removing stubborn stains from fabric seats/furniture using Hagerty S.O.S Spot Remover. 

You can then hire an injection-extraction machine (such as Hagerty Blue H) from a Hardware store to thoroughly clean the surface with 5* Shampoo.

Alternatively, you can use Hagerty Foam Shampoo.

 

Textiles that cannot be washed in water:

We recommend that you clean your non-washable textiles with a dry shampoo such as Hagerty Dry Shampoo. The dry powder will clean and freshen your textiles.

 

Instructions for use can be found on the product pages in the "Textile, floor and other surface cleaners" category.


  • How do you remove unpleasant odours from textiles (car seats, curtains, sofas, clothes, etc.)? 

Use an odour eliminator, such as Hagerty Odour Eliminator, which will destroy the molecules responsible for unpleasant odours such as smoke, food (frying, grease, etc.), animal secretions, vomit, sweat or mould.

The spray restores freshness to fabrics, especially those that can get wet but are difficult to wash (carpets, curtains, upholstery, mattresses, car seats, hats, bags, etc.).


  • How do I clean and freshen my mattress?

We recommend that you clean your non-washable textiles with water and a dry shampoo such as Hagerty Dry Shampoo. The dry powder will clean and freshen your textiles.


Distributors and retailers
  • How can I order your wholesale products (distributor, wholesaler, etc.)? 

We recommend that you contact your regional manager to find the best solution.

INTERNATIONAL

hagerty@hagerty.world

ITALY

Luca Cocchiglia

luca.cocchiglia@hagertycare.com

FRANCE

Fabrice Ebner

fabrice.ebner@hagerty.world

GERMANY / AUSTRIA / EASTERN EUROPE

Christian Emmer

emmer.c@emmerbrandbuilding.com

SPAIN

Helena Galvez del Rio

helena.galvez@hagerty.world

PORTUGAL

Rodrigo Themudo Gallego

rodrigogallego@rothega.com

BELGIUM / THE NETHERLANDS

Theo Lensink

theo.lensink@hagertycare.com

UK & IRELAND

David Stokes

david.stokes@hagertycare.com

SCANDINAVIA

Dorte Sparre

dorte.sparre@hagertycare.com

ASIA / INDIA / OCEANIA

Calvin Ho

calvin.ho@hagertycare.com

RUSSIA & CIS

Alexander Hagerty

alexander.hagerty@hagertycare.com

SWITZERLAND

Valérie Schmid

valerie.schmid@imbiex.ch

MIDDLE EAST

Rasmus Olsson

rasmus.olsson@hagertycare.com

AFRICA

Olivier Benamou

olivier.benamou@hagerty.world


  • Where can I find the Product Safety Data Sheets (SDS)?

On request to the regional manager, SDSs will be given to professionals.

If you have any specific questions, please do not hesitate to contact us: hagerty@hagerty.world


  • Where can I find trade marketing tools (catalogues, displays, etc.)?

You will find the list of Hagerty tools on the last page of the two catalogues available on our site (Black Line and White Line) - Link at the bottom of the "Catalogues" home page.

Alternatively, don't hesitate to contact us: hagerty@hagerty.world