How to return?
We provide returns and exchanges, but we do not accept products that are sent back privately without confirmation from our customer service team. Therefore, if you need to return the goods for any reason, please contact our customer service to confirm. Once you are authorized to return the item, follow all instructions.
-Items must be returned unworn, undamaged, and unused, with all tags attached and the original packaging included.
-Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you.
-Please contact us to return the item within 30 days from the date you received your package. Please kindly notify us of the reasons why you want to return your product.
-Please provide the order number, the SKU number of the product, and the picture of the defective product to our customer service via email. We will reply to you within two working days (9:00 am to 6:00 pm)
All returns must first be approved by our customer service team.
Return Address
Once your request is approved, we will provide you with a return address. Please provide a valid tracking number with the name of your chosen shipping carrier. Our warehouse will not accept any return packages without this information. And please do not send goods through the cash-on-delivery service.
NOTE: Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service as soon as possible.
We’ll arrange a return and process a full refund for the faulty item.
What about the return shipping fee?
There is no handling fee for the return and exchange, but you need to bear all the freight (Including the shipping cost at the time of delivery) incurred by the return and exchange. All shipping fees are at the customer’s expense.
About Refund
-After receiving and reviewing your return, we will send you an email to notify you that we have received your returned product. We will also notify you to approve or reject your refund.
-If you are approved, we will process your refund. Refunds are usually processed within 7 working days after receiving your return package.
-All refunds will be made using the payment method used for the original transaction. Credit/Debit card account refund: within 7 days.
-All original shipping fees are non-refundable
Order Cancellation
Please Contact Us as soon as possible if you decide to cancel the order.
For orders canceled within 24 hours of purchase, your order will be refunded in full.
For orders canceled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied.
NOTE: For orders that have already been shipped, we will NOT accept order cancellation requests.
Please feel free to contact us if you find any question , please feel free to contact us via support@hoeneo.com
Service time: 9AM-6PM (GMT -8), Monday-Friday. (holidays excepted )