FAQ's
Order Scenarios
Where is my order?
Notifications and updates regarding your order will be sent to your email. If you have received a tracking number for your order, please follow the carrier's instructions to track its status. If you suspect your order is lost in transit, please submit a claim using our contact information within 30 days of the estimated delivery date. Claims determined to be our error will be covered at our expense.
Can I adjust my order?
No, you cannot adjust your order after it has been confirmed. Please contact us as soon as possible if there are any details you need to include or exclude from your order. However, we cannot guarantee that your request will be considered once your order has been confirmed.
How long will it take to get my order?
For delivery timelines, please refer to our
Shipping Policy located in the footer of this website.
What if my order arrives damaged?
We accept returns for items that were delivered faulty or damaged. Depending on your preference, we can replace the damaged item or provide a refund.
I want to cancel my order
Canceling an order halts order processing. You can cancel your order through your registered account on our website or by contacting us directly.
Upon canceling your order, you will receive an automatic refund to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have elapsed since your return was approved, please reach out to us at support@heyamart.com.
We reserve the right to cancel an order if we suspect fraud or if an ordered item is out of stock
How long does it take to get my refund?
If you have canceled your order or a refund has been approved for you, you will receive an automatic refund to your original payment method within 10 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have elapsed since we approved your return, please reach out to us at support@heyamart.com
Delivery and Shipping
Where do you ship?
For information about shipping destinations, please consult our Shipping Policy located in the footer of this website
What is my delivery status?
Please check your email for notifications regarding the delivery time from the carrier and follow the carrier's instructions to track the delivery status.
If I am not home, will my package still be delivered?
Yes, in accordance with your delivery preferences communicated to the carrier. As we are not directly responsible for delivery fulfillment, please contact the carrier to arrange alternative delivery options if you won't be available to receive your package.
Do you offer fast shipping?
Our shipping timelines are determined by the carrier. While we do not generally offer expedited shipping, if this option is available for any destination or location, you will be able to select it during checkout
Will I pay taxes for International Shipping?
Yes, if your order is being shipped to a destination outside North America and the EU/EEA. If you reside in the EU/EEA or North America, please ensure you place your order on the appropriate website.
For residents in Europe: Heya Mart Europe
For residents in North America (US, Canada Mexico): Heya Mart North America
Order Returns
Do you accept returns?
No. we do not accept returns for change of mind. We only offer returns for items that are faulty or damaged, as each item is made to order.
Can I exchange an item?
Yes, you can exchange an item within 24 hours of receiving the shipment confirmation email that its been delivered. The quickest way to receive the item you want is to return the original item. Once it has been accepted for return, then make a separate purchase for the new item.
Please ensure that the returned item is in its original condition for it to be accepted.
Size Exchanges: Please note that incorrectly ordered sizes are not eligible for refunds. Since our products are made on demand, requesting a size exchange involves creating an entirely new product.
Payment & Billing
What payment methods do you accept?
Our payment options are listed at the bottom of every page
Which currency will I be charged in?
€ Euros
Are installment payment options available?
No, we do not offer installment payment option.
Are payments and shopping on your site safe and secure?
Our site is powered by Shopify. Shopify is certified Level 1 PCI DSS compliant. As a result, our site is automatically PCI compliant, which ensures you have peace of mind when shopping from our site.
Payment failed or pending
Please log in to your account on our website and navigate to your order history to verify the current payment status.
If necessary, you can update your payment information directly through your account settings
If you require further assistance or have any questions about the payment status, please don't hesitate to contact us: support@heyamart.com
Other Questions
Do you have a physical store?
No, we do not have a physical store.
