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 Policy, HEFELIAS website 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 via DHL Express.
You will receive an email 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 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?
Each order placed is processed immediately upon payment which means 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. If you do wish to cancel your pre-order prior to shipment, please email sales@hefelias.com and one of the team will begin processing your cancellation.
Please note once an order placed via pre-order has been shipped you will be unable to cancel your order.
Can I Refund My Order?
We have a 30-day return policy, which means you have 30 days after receiving your *eligible item to request a return.
Eligible Returns requested outside of the 30 day return period will not be accepted or eligible for a refund of any amount.
*Please note that as HEFELIAS Bridal collection is made to order we will not be offering returns or exchanges on any products in our Bridal collection.
To be eligible for a return, on eligible items, your item must be in the same condition that you received it, without any stains or odours, unworn, with all tags attached to the item, and in its original packaging.
You’ll also need to present the receipt or proof of purchase.
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 collection is made to order we will not be offering returns or exchanges on any products in our Bridal collection.
Please contact us at sales@hefelias.com for further information/help on exchanging a product.
Do You Offer International Shipping?
Yes, we ship worldwide via DHL GoGreen Plus.
DHL GoGreen Plus allows HEFELIAS the ability to reduce our scope 3 emissions. Through the purchase of Sustainable Aviation Fuel (SAF), DHL will reduce (inset) CO2 emissions from air transport, which is a more sustainable alternative than traditional jet fuel.
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 will likely 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 duty tax 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 DHL 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.
Customer Services
How Can I Speak To Someone About My Order?
The HEFELIAS team is available on chat and via email Monday - Saturday 8am - 9pm.
Due to our Company Policy, Customer Services will be unavailable every Sunday.
We will respond to all emails/chats sent on Sunday from Monday 8am.
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 8am - 9pm.
Product Availability
What happens when a product sells out?
At HEFELIAS we work hard to create unique sustainably-conscious pieces that are environmentally focused and supreme quality.
We fiercely support zero waste fashion and only hold strictly limited quantities of our products.
Due to the above, 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.