FAQ
Order issues
1. How do I place my order?

Ordering online from Hekka.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ADD TO BAG. Once you have your desired items in your Bag, simply click the CHECKOUT button. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the shipping address, shipping method, and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

2. How do I change/modify my order?

We can help you modify your order before shipment. It includes changing an item's size or color, removing an item, or changing your shipping address. However, once your package is shipped, we cannot change anything. We recommend contacting our customer support to ask for a return after receiving the order.

3. How do I change my shipping address once my order is placed?

We can only update your shipping address before shipment. You can contact our Live Chat support for prompt assistance within 1 hour after placing the order.

To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information, including apartment/suite/room numbers.

Once your package is shipped, we will not be able to change the shipping address. And we are unable to cancel an order after shipment. In this case, please keep an eye on the tracking info of your packages, and contact the carrier to modify your shipping address to ensure you receive your order.

4. How do I cancel an order?

There are two types of order cancellations:

  1. Cancelling an unpaid order. Unpaid orders will be canceled automatically after 24 hours. Or please log into your Hekka account>> My Orders >>Unpaid >> Order detail and click Cancel order button. Your order will be canceled.
  2. Cancelling a paid order. Contact our customer care team via Live Chat (RECOMMENDED) or click the Contact Usbutton to contact our email support.
5. Why is my order taking longer to process than normal?

It typically takes 1-3 days to process your order. If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a longer processing time.

If you wish to receive the other items in your order ASAP, you may cancel the item(s) for a refund so that the remaining products can be shipped out immediately. You can also contact Customer Service to assist with issuing a separate shipment.

6. How to check my order status?

Orders can be checked via My Orders.

Note: On our site, accounts can be registered by customers' email, Facebook account, Google account, or App ID, respectively, four different accounts. Please find out under which account you made the order, and make sure you log in to the correct account.

7. Are there any additional fees for customs?

Orders shipped internationally may be subject to import taxes, customs duties, and fees levied by the destination. You may contact your local customs office for more information.

Note: If you were charged fees, please keep related documents, and we can make some compensation accordingly.

8. Why didn't I receive a confirmed email about my order?

A confirmation email will be sent within 24 hours after payment is completed.

We recommend you check your Junk/Spam mail folder as well.

Also, you can check your order status via My orders by logging into your account, as we will update the order tracking info after the order is shipped out.

9. Why was my order cancelled and refunded?

We will send you an email notification about order cancellation, it may because:

  1. Your order was canceled automatically within 24 hours due to payment timeout.
  2. We may cancel your order if we don't receive the documents used for verifying your payment, as mentioned in the previous email.
  3. When items of your order are unavailable, we may cancel your order if we don't receive your replacement request.
Delivery
10. Why is there no tracking number update?

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your location. Please wait patiently if your order is still under the estimated delivery time frame. Once this process has been completed, you will see tracking updates.

If your order has not been updated for a long time and is overdue, you may contact the shipping courier or contact agent for help.

11. Why does the USPS tracker say they haven't received my package?

As our packages are shipped internationally, you may not begin to see updates via US shipping companies until the package is cleared by US customs and entry is granted into the location. Once this process has been completed, you will then begin to see updates via the US couriers tracking site.

12. My tracking information says my package was delivered, but I have not received it.

Before we move forward, make sure you've checked your mailbox and asked your neighbors if they received your package by mistake.

For more details, contact the shipping company or our customer care team.

13. Why has the package not arrived yet?

Due to global events, flights decreased in frequency, and the government restricted movement, which delayed the delivery of orders.

For now, Hekka needs 1-3 days for processing when the total delivery is 8-15 days. You can click here to find out more details.

We are working around the clock to ensure minimal delays and interruptions of our services, yet within limited resources and capacity, shipping and delivery will take longer these days.

Return & Exchange
14. What if I received an item not as described?

You may check out our Return Policy first, then please don't hesitate to contact our Customer Service about which items you want to return with the following information.

  1. The order number.
  2. The item's name or SKU number, or pictures.
  3. A description of the problems and clear pictures.

We will process your return request and offer you the proper resolution as soon as we can.

15. What if I received the wrong item?

We sincerely apologize for the inconvenience! You may contact our customer care team for a refund or a reshipment.

Note: The order number is needed. Please also submit photos of the wrong item(s) you received.

16. Why didn't I receive your response from your customer care team?

Usually, all questions sent by email will be answered within 24 hours. In particular cases like holidays, it may take up to 48 hours.

Note:

  1. You may confirm that you have sent the message to our correct support email. Please kindly check Contact Us on our website to find the official support channel.
  2. We recommend you also check your Junk/Spam mail folder.
Products & Stock
17. How do I choose my size?

You can find the most suitable size for yourself according to the Size Guide on the product page.

18. Where do you ship from?

Hekka ships worldwide. We have several warehouses located in Asia, North America, and Europe. Typically, we will ship your packages from the nearest warehouse with your items in stock.

19. Can I choose my suit top and bottom in different sizes?

Our clothing-2-pieces is selling in the same size. We currently don't support ordering clothing-2-pieces in a different size.

Account
20. Why can't I log into my account?

Please be sure to confirm the correct Hekka account when signing in. If you originally signed in while utilizing the Facebook or Google buttons, you only need to log in via this method. If you still cannot log in, please click Forgot Your Password? to reset your password.

21. Why can't I find my order in my account?

We recommend you confirm what account you used to make the order, then log into the correct account. Additionally, you can contact our Customer Service for help.

22. Why do we sign you up for an online account?

Registration is necessary for order placing.

Create an account at Hekka.com to enjoy personalized service:

  1. To be the first to know about our latest sales and special events;
  2. To know your order information conveniently;
  3. Easily make further purchases;
  4. Gain a coupon code for the first order.
23. How do I update my email address?

We apologize that the email address cannot be modified once registered. This is related to your account safety.

  1. If you haven't purchased yet, we kindly suggest you register a new Hekka account.
  2. If you have orders/Hekka coins in this account, we kindly suggest you keep this account until all issues are resolved. Then you can use the correct email for registration.