Shipping & Returns

We want you to shop with confidence. Below you’ll find our shipping timelines, tracking information, and return/refund terms.

Shipping Information

Where do you ship?

We ship to many countries including the United States, Canada, Australia, the United Kingdom, and most European countries. Delivery times vary by destination and the warehouse your item ships from.

Estimated Delivery Time (Reference Only)

The estimated delivery time displayed at checkout is a reference estimate based on inventory status, order processing, shipping method, and destination. It is not a guaranteed arrival date.

Typical delivery estimates by region:

United States: US warehouse items 2–7 business days
Canada: Canada warehouse items 2–7 business days
Australia: AU warehouse items 2–5 business days
United Kingdom: UK warehouse items 3–9 business days
Europe (shipped from DE warehouse): 3–9 business days
(e.g., France, Germany, Belgium, Sweden, Switzerland, Netherlands, Spain)
Other regions (shipped from China warehouses):
- Japan: 9–12 business days
- Thailand: 6–7 business days
- Malaysia: 6–9 business days
- Russia: 15–20 business days

Carriers

We use the most suitable carrier based on your destination. Our logistics partners may include UPS, FedEx, DHL, Amazon Logistics, EMS, Australia Post, DPD, and others. Carrier selection cannot be designated.

Tracking Your Order

Once your order ships, you will receive a shipping confirmation email with your tracking number. You can also:

Log in to My Account → Orders to view tracking
Track your package via our tracking page on the website (Track My Package)

Multiple Items in One Order

We try to deliver all items together, but in some cases items may ship separately due to different warehouse locations or shipping methods. If so, you’ll receive separate shipment notifications.

Address Changes After Shipping

Once your order is in transit, we cannot change the delivery address.

Wrong Item Received

If you received the wrong item, please contact us at service@heccei.com with:

Order number
Photos of the item(s) received
We will assist with a refund or reshipment.

Duties & Taxes (DDU)

Orders shipped from overseas warehouses may be subject to import duties, customs taxes, or handling fees upon delivery (DDU). These charges are the responsibility of the customer.

Please note:

Customers are responsible for understanding local customs policies.
If customs holds your package, you may need to communicate with customs directly.
If a package is returned due to refusal to pay duties or lack of communication with customs, we may deduct any costs incurred from your refund.

Returns & Refunds

Return Policy

We are committed to 100% customer satisfaction and gladly accept returns for most items within 30 days of delivery, provided the item is new and unused.

Return Conditions

Please contact us within 30 days of delivery to request a return. We respond within 24 hours.
Items must be unused, in original packaging, and not worn, damaged, washed, or altered.
Returns sent without approval/return request may be refused.
Return shipping costs are the customer’s responsibility. We do not offer Freight To Collect.
Please double-check your return package. We are not responsible for returns of non-HECCEI products.
Original shipping fees are non-refundable.

How to Return an Item

To start a return, email service@heccei.com and include:

Order number
Reason for return

If approved, our customer service team will send you return instructions.

Important:

Only items purchased directly from heccei.com are eligible for return through us.
If you purchased from an authorized retailer or marketplace, please contact that seller directly.

Non-Returnable Items

The following are not eligible for return/refund:

Items purchased through retailers/marketplaces
Incorrect products purchased by the customer
Damage caused by customer mishandling
Personalized/customized items

Returns without receipt may be refused. HECCEI reserves the right to deny any return.

Defective / Incorrect / Damaged Items

If your item is defective, incorrect, or arrived damaged, please contact service@heccei.com and include:

Order number
Proof of purchase
Photo or video of the issue (required in some cases)
Complete delivery address
Contact phone number

We may request photo/video evidence to process a replacement or refund.

Returns Processing Time

Returns may take up to 3 business days to process after we receive your return. We will email you once your return has been processed.

Defective items: eligible for a full refund
Non-defective returns: refund excludes shipping and handling fees

When Will I Receive My Refund?

Refunds are issued to the original payment method.

If paid by credit/debit card, refunds are sent to the card-issuing bank within 3 business days after we receive the returned item or confirm cancellation.
Posting time depends on your bank and may take additional time.

If you haven’t received your refund, please contact your bank/credit card company first.

Change or Cancel an Order

If you need to change or cancel an order, contact us as soon as possible with:

Order number
Requested modification

Orders that have already been packed or shipped cannot be modified or canceled.

Full Refund for Undelivered Orders (60 Days)

If you do not receive your order within 60 days, you will be eligible for a full refund.