FAQ - Frequently Asked Questions

Last Updated: July 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 a cancellation within 24 hours of placing your order. 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 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: Hoeneo is an international brand owned by KUIHENG E-COMMERCE CO., LIMITED. We proudly ship to the United States directly from our primary fulfillment center in Hong Kong.

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.

(Please note: These are estimates. Actual times may vary slightly due to seasonal customs clearance variations or local postal carrier efficiency.)

Q: How much is shipping, and are there hidden customs fees?

A:

* Standard Shipping: A flat rate of $5.99 USD.

* Customs & Duties (DDP): Hoeneo takes full operational responsibility for all import tariffs and taxes. The price you verify at checkout is the absolute final price—there will be NO additional hidden customs fees imposed upon delivery.

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 3-7 business days. Depending on your financial institution, your credit card company or bank may take an additional 3-10 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:

* Company Legal Name: KUIHENG E-COMMERCE CO., LIMITED

* Email: support@hoeneo.com

* Phone: +1 (323) 536-1325

Q: Where is your registered corporate address located?

A: Our official registered legal office is located at:

UNIT 89, 3/F, YAU LEE CENTRE, HOI YUEN ROAD NO.45, KWUN TONG, KOWLOON, HONG KONG