FAQ

Delivery

How can I track my order?

1) Go to our website and click "Tracking orders".
2) Enter your order number and email address to see your order details.

 

Can I change my delivery address?

You can only change the shipping address within the same country while your order is still in production. Simply log in to your account and click "Orders". Find the order you'd like to change and edit the shipping address on the order details page.
Once your request is submitted, a ticket will be automatically generated and sent to our customer service team, who will then change the address for you.
If you'd like to ship your order to another country, please contact us：[email protected] for more details about shipping fee variations and logistic restrictions.
Once your order is shipped, we are unable to change the delivery address anymore.

 

Shipping destinations

We ship worldwide. Please select your destination from our shipping countries drop-down list when you input your shipping address.

 

Shipping costs

 

Australia, Canada, US (United States), Rest Of the World.

Free Shipping Apply – ( condition- $60.00 and up payment ) 
Standard Delivery- (Condition- $0.00 to $59.99) ( Cost- $10.00)
Expedited Delivery – (condition- all orders) ( Cost- $20.00)

 

Delivery delays can occasionally occur.

 

Shipping times

This refers to the time and it takes for items to be shipped from our fulfillment center to the destination.
Standard Delivery time 7-15 working days
Expedited Delivery time 3-7 working days

 

Our returns and refund process

If you are unhappy with your item(s), please go to my account or contact us to initiate a return within 30 days upon receipt.
We will refund your returned item(s) plus applicable taxes normally within 3 working days after we receive and confirm the returned package. Shipping fee (ordering & returning) is not refundable.
Please make sure all items are returned in their original condition. They must be unworn, unwashed, unaltered, undamaged, and with the original tags attached.
We'll issue a full refund including shipping for any damaged, defective, or mis-shipped items. In this case please request a return in my account or Contact Us directly for assistance.
For more information, please check our Return & Refund Policy.

Returns & Refunds

 

Initiate a return/refund

To initiate a return request, you must go to your order page first.
• Ordered Through Account:
Log into your Heyhelly account and click order to go to your orders page. If you have trouble getting into your account, you may have used Guest Checkout.
• Ordered Through Guest Checkout:
Click Tracking oders to pull up your order page.
If you don't remember whether you used your account or Guest Checkout to place your order, try both of the above instructions, and if neither work, Contact us :[email protected]  with your order details.
When you get to your order page, you can initiate a return by following the process outlined on our Returns & Refunds page. If you need any further assistance, please contact us to[email protected].

 

Order Issues

How do I place an order?

To place your order:
1. Add the desired item and quantity to your cart.
2. Click the shopping cart icon.
3. Review your order and click "CHECKOUT".
4. Checkout as Guest or Sign In to place the order.
5. Confirm your order details, click "CHECKOUT".

  

When will I receive my order?

 

Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch within 1-3 working days after the order is placed.If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone. 

 

Missing item/wrong item received

We will issue a full refund including shipping fee for any missing item or mis-shipped items as long as we are notified within 30 days upon your receipt and your request is confirmed.
Please request a return in my account or Contact Us directly for assistance with processing your return. After 30 days, we may not be able to process the return and a full refund.

Account Issues

Trouble signing into my account

Please double check if the email address and password you put is correct. If you still can't sign in to your account, please contact us: [email protected] with your account information and details of your issue. They will liaise with our technical team to help resolve it.

 

Changing account details

Please login to your account to change your account details directly. If you require further assistance, please send full details of your change request to us :[email protected]. They will reply within 24 hours.

 

Forgotten my password

If you have forgotten your password, please click forget password to reset it.
If this doesn't work, please Contact Us, and with your permission, we will reset your password for you.
If you would like to change your password, please follow these steps:
1) Click "Sign in" on our website and then get into your account personal information page.
2) Click "Change the password"and then you can change the password and save the new one.