Last Updated: March 2026

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 cancellation within 24 hours of placement. Please contact us at support@hoeneo.com immediately. Once an order has entered the fulfillment process or has been shipped, it cannot be modified or cancelled.

Q: What payment methods do you accept? A: We accept PayPal. All transactions are processed through secure, PCI-DSS compliant gateways.

🚚 SHIPPING & DELIVERY

Q: Where do you ship from and to? A: We ship worldwide from our fulfillment center in Fuzhou, China.

Q: How long does delivery take? A: Our total delivery timeline includes:

• Order Processing: 3-5 business days.

• Shipping Transit: 5-18 business days depending on your location.

• Total Estimated Delivery: 8-23 business days. (Please note: These are estimates. Actual times may vary due to customs clearance or local carrier efficiency.)

Q: How much is shipping? A:

• Standard Shipping: $5.99 USD.

• Free Shipping: On all orders over $99.00 USD.

Q: How do I track my order? A: Once shipped, you will receive a tracking number via email. You can use this on our [Order Tracking] page or the carrier's website. Please allow 24-48 hours for tracking data to update.

🔄 RETURNS & REFUNDS

Q: What is your return policy? A: We offer a 30-day return window from the date of delivery. Items must be unused, unwashed, and in their original packaging with tags attached.

Q: Who pays for return shipping? A:

• Customer: For personal preferences (e.g., changed mind, wrong size).

• Hoeneo: If the item is defective, damaged upon arrival, or the wrong item was sent.

Q: When will I receive my refund? A: After we receive and inspect your return, refunds are typically processed within 3-7 business days. Your bank may take an additional 3-10 days to post the credit to your account.

👕 PRODUCTS & SIZING

Q: How do I choose the right size? A: Detailed Size Guides are available on each product page. We highly recommend measuring yourself and comparing it to our charts before ordering.

Q: Are product colors accurate? A: We strive for high accuracy in our photography. However, colors may vary slightly due to different monitor settings and studio lighting.

📞 CONTACT & BUSINESS INFO

Q: How can I reach you? * Email: support@hoeneo.com

• Phone: +86 177 5044 9187

• Hours: Mon-Fri, 9:00 AM – 6:00 PM (GMT+8)

• Support Hours: Mon-Fri, 9:00 AM - 6:00 PM (GMT+8)

Q: Where is Hoeneo located? A: Our headquarters and fulfillment operations are located at:

No.25 Dayang, Tongguan Village, Wutong Town, Yongtai County, Fuzhou, Fujian, 350700, China.