Frequently Asked Questions
About the order
The customized product production cycle is 5-7 working days. After placing an order, the production starts to be arranged. The shipping time is 6-12 days. Therefore, the delivery time for the product is 3-4 weeks.
As normal orders, according to our Cancellation Policy, you have 2 hours after placing your order to cancel it and take a full refund.
Refund, Return & Exchange
Your refund request will be approved in the following cases:
– Order cancellation
You can cancel your order within 2 hours of placing the order via Contact Us.
– Defective/damaged/incorrect item
You can request a replacement or a refund by email. You should contact us within 20 days of receiving your order.
The funds will be returned to the payment method that the payer initially used to make the purchase. Depending on the form of payment, you will receive your refund within:
– PayPal: max 3 business days
You will receive a refund notification via email/phone provided at check out once we authorise the refund. If you do not see a credit to your account within 14 business days, please present this notification to your banking institution so they may help you facilitate the process.
Due to the fact that HEMIOO products are personalized & printed-on-demand items, we will not accept returns. But do not worry, if there is an issue with your order, we will refund or send you a replacement. our customer service team is willing to support you.
Note:
* Please remember to attach an image of proof in the email for a damaged/defective/incorrect item, without the proof, we refuse to handle the case.
* Please be reminded that our policy lasts 20 days from the delivery date or 45 days from the order date for replacement/refund request only. If your purchase falls out of that timeframe, unfortunately, we can’t offer you a replacement or refund.