FAQs

Frequently Asked Questions

Company Family Policy

Will I be able to place an order on Sunday?

The whole company has every Sunday off to allow staff to recharge, reflect on the week and relax with their families before a new week begins. 

Due to our Company Family Policy, HEFELIAS will be closed every Sunday.

Additionally, No orders will be processed/shipped on Sundays and customer services will be unavailable.

HEFELIAS will reopen on Monday and we will begin processing/shipping orders and responding to queries on Monday. 

Shipping

How Long Will It Take To Receive My Order?

All orders (including pre-orders/made to order) are processed as soon as they are placed. All orders (excluding pre-orders/made to order) are then shipped within 1 business day. You will receive a notification as soon as we have shipped your item.

Delivery times vary by location and the shipping method chosen at checkout. Please refer to our Shipping Policy for further details on delivery times/shipping methods.

Please note that due to company family policy no orders can be placed/shipped on Sundays. Normal business will resume on Monday. 

If you did need to get in touch with us regarding your order please contact sales@hefelias.com

Can I Cancel My Order?

The team process all orders (including pre-orders) as soon as they are placed.

As the team start packaging up orders ready for shipment straight away you will be unable to edit/cancel your order once the order has been placed and paid for (excludes pre-orders which can be cancelled anytime prior to shipping).

Pre-orders can be cancelled at any point prior to shipment via the cancellation instructions detailed within your order confirmation. Further information on cancellation with pre-orders is detailed in our Subscription Policy. Please contact sales@hefelias.com if you are experiencing difficulties with cancelling your order.

Can I Refund My Order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

*To be eligible for a return, on eligible items, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

*Please note that as HEFELIAS Bridal range is made to order we will not be offering returns or exchanges on any products in our Bridal collection.

The items not eligible for return or exchanges are the following:

• Juliana Satin Peplum Bridal Corset

• Juliana Satin Bridal Maxi Skirt

To start a return, please contact us at sales@hefelias.com.

Please refer to our Refund Policy for full details on refunds. 

Can I Exchange My Order?

*You may be able to exchange the eligible order for a similar eligible order of the same price value, as long as we have the product available. Exchanges will only be available for eligible orders with the same price value and where the receipt or proof of purchase is provided.

*Please note that as HEFELIAS Bridal range is made to order we will not be offering returns or exchanges on any products in our Bridal collection.

The items not eligible for return or exchanges are the following:

• Juliana Satin Peplum Bridal Corset

• Juliana Satin Bridal Maxi Skirt

Please contact us at sales@hefelias.com for further information/help on exchanging a product.

Do You Offer International Shipping?

Yes, we ship worldwide. Please review our shipping policy for international rates and delivery times. Please note that all international orders are subject to local currency conversion fees (applied automatically) and may also be subject to custom charges and import duty tax. 

Who Is Responsible For Custom Charges/Import Taxes?

Depending on the value of your order, International Customers may be subject to custom charges and import duty taxes.

All custom charges and import duties are the responsibility of the customer as the recipient of the imported product.

The exact amount of the custom/import charges will vary from country to country and you will be contacted separately by the courier for confirmation of custom/import duty charges and payment. 

For information regarding customs & taxes, please refer to your government website for advice. 

Payment

Do you accept American Express?

Yes, all American Express Cards are accepted.

Other Payment Methods are accepted are noted below:

Apple Pay, Visa, Mastercard, Maestro, Clearpay, PayPal, Google Pay, Shop Pay, Union Pay, Discover, Diners Club, Bancontact (Belgium) and iDEAL (Netherlands).

Do you offer any Buy Now Pay Later Schemes?

We are pleased to announce that HEFELIAS now offers buy now pay later schemes with Clearpay. Upon adding your item to the checkout cart you will now see an option to pay using Clearpay. 

Can I use Discount Codes?
Yes, we frequently update our discount codes and we sometimes send out special discounts to all our customers.

Subscribe to be the first to know about the latest and upcoming discount codes. 

Customer Services

How Can I Speak To Someone About My Order?

The HEFELIAS team is available on chat and via email Monday - Saturday 9am - 7pm.

Due to our Company Family Policy, Customer Services will be unavailable every Sunday. We will respond to all emails/chats on Monday. 

What Contact Details Should I Use?

The chat button is the fastest way to contact a member of the team. Alternatively, you can email us at sales@hefelias.com. We aim to respond to all queries within 1 business day and on the same day on Saturdays.

As noted above, all customer service channels will be unavailable every Sunday. 

What are Your Opening Hours?

You can contact the HEFELIAS team Monday - Saturday 9am - 7pm. 

Product Availability 

What happens when a product sells out?

At HEFELIAS we work hard to create really unique pieces that are both superb quality and exclusive to the market. We are proud of all our items that we are design and are honoured to then be able to offer them to our HEFELIAS Family.

Due to the above, our product line constantly rotates and we cannot guarantee restock of any item.

Please ensure to subscribe to keep up to date with our latest stock offering and to be notified of any back in stock items.

Please feel free to contact sales@hefelias.com for any questions on stock availability. 

Will Your In-Season Pieces Be Available All Year Round?

We Stock very limited quantities of our in-season pieces as we constantly like to update the items available to preserve exclusivity.

Please subscribe to be kept up to date on our latest product offering. 

Please feel free to contact sales@hefelias.com for any questions on stock availability.