FAQ - Frequently Asked Questions
Find answers to common questions about your experience with Hoeneo.
📦 ORDERS & PAYMENT
Q: Can I modify or cancel my order?
A: You may request changes or a cancellation within 24 hours of placing your order. Please contact us at support@hoeneo.com immediately.
Q: What payment methods do you accept?
A: We accept major credit cards and PayPal. All financial transactions are encrypted and processed through secure, PCI-DSS compliant gateways to protect your data.
🚚 SHIPPING & DELIVERY
Q: Where do you ship from and to?
A: All items are manufactured, printed, and shipped in the United States.
Q: How long does delivery take?
A: Our total estimated delivery timeline includes:
* Order Processing Time: 3 - 5 business days (Monday - Friday).
* Shipping Transit Time: 7 - 12 business days.
* Total Estimated Delivery Window: 10 - 17 business days.
Q: How much is shipping?
A:
* Standard Shipping: A flat rate of $5.99 USD.
Q: How do I track my order?
A: Once your package is dispatched, you will automatically receive an email containing a tracking number and a direct tracking link. Please allow 24-48 hours for the carrier's tracking data to sync and update in their online system.
🔄 RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a transparent 30-day return window from the precise date of delivery. To be eligible for a successful return, items must be unused, unwashed, and in their original packaging with all original tags attached.
Q: Is there a restocking fee?
A: No. Hoeneo charges a $0.00 Restocking Fee. We do not evaluate any handling or administrative fees on your returned packages.
Q: Who pays for return shipping?
A:
* Customer Responsibility: For personal styling preferences (e.g., changed your mind, ordered the wrong size/color).
* Our Responsibility: If the product arrived defective, damaged upon arrival, or if the completely wrong item was sent. In these cases, we will issue a prepaid return label or arrange a free replacement.
Q: When will I receive my refund credit?
A: After we receive and inspect your return at our designated warehouse, refunds are approved and processed within 2-5 business days. Depending on your financial institution, your credit card company or bank may take an additional 3-7 business days to post the credit to your account balance.
🧢 PRODUCTS & SIZING
Q: How do I choose the correct headwear size?
A: Detailed sizing specifications and charts are available directly on each cap's product page. We highly recommend checking these visual references before completing your purchase.
Q: Are product colors perfectly accurate?
A: We strive for the highest fidelity in our product studio photography. However, minor color variations may occur due to individual device monitor configurations and specific studio lighting environments.
📞 CONTACT & CORPORATE INFO
Q: How can I reach your support team?
A: You can reach our official consumer support channel through the following details:
* Email: support@hoeneo.com
* Phone: +1 (323) 536-1325