FAQs

Frequently Asked Questions

General

Do I need to register and set up an account?

No, it is optional.

I'm unsure about the size or fit. What should I do?

We know this may get a little tricky. Please refer to our given measurements stated on each individual product page. If you have any further queries about sizing, please drop our Customer Support team a message or reach out to us now at Heesse.fashion@gmail.com.

Where can I check my order status?

Please go to tracking page under our website's footer. Simply enter your order number and email to check for order status.

Link: Tracking page

Is my personal information kept private?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law or to fulfill an order contract with you. Read more about our Privacy Policy here.

Is it secure to make online purchase at this site?

This site is secured with Extended Validation SSL certificates from Veri Sign to ensure security of your data and transactions.

How do I know that my payment is secure for every order?

This site is secured with Extended Validation SSL certificates from Veri Sign to ensure security of your data and transactions.

Can I reserve an items?

It is not possible to reserve an item. When you add an item to your cart, it remains available for other customers to buy. The item may therefore be removed from your basket before you place your order. To make sure you get the item you want, we advise you to order it as soon as possible.

Do you have any physical stores?

Unfortunately, no. We do not have any physical stores at the moment.

How do I use a promotion code?

To use a promotional code, please follow these steps:

1. Place your orders.
2. Proceed to checkout.
3. Enter your Promotion Code at the box indicating "Promotion Code". Simply type or copy and paste (recommended) the promotional code in this text field.
4. Submit your order to see the final amount with your promotion discount applied.

 

Order & Payment

How do I pay for my order?

We accept payment via all Visa, Mastercard, and American Express, Paypal, Apple Pay and Google Pay. 

What currencies do you accept?

You may choose your currency setting on the top right-hand corner of our website. 

Do you accept installment payment?

We do not accept installment payment at the moment.

How do I know that my order has been successfully submitted?

You will receive an email confirmation containing the order reference number and details of your purchase.

 

Shipping & Delivery

Where do you ship to?

We ship to worldwide.

Can I deliver to another address, other than my card billing address?

Yes, it is possible if the delivery address is in the listed countries.

How is my order shipped?

Orders are shipped Monday - Friday, excluding public holidays. Any orders placed on Saturday or Sunday will be shipped the following week.

Do you deliver on weekends or public holidays?

Unfortunately, no. We do not deliver on weekends or public holidays. We only deliver on weekdays.

Order not found?

• Your tracking number is incorrect, invalid or has already outdated.
• The carrier hasn't accepted your package yet.
• The carrier hasn't input the tracking information for your package yet.
• Generally, after the sender ships your package, the carrier will process it and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually it takes a few days for processing, therefore the tracking information may not appear online immediately, please try to track again in a few days time.

When will I receive my order?

Please note that due to COVID-19*,  it may delay depending on the complexity of custom clearance between countries. Please also allow an extra 1-3 business days for processing time due to high peak of orders. For more information, please visit our Shipping Policy page.

What should I do if my item is damaged, or it contains the wrong product?

In case something went wrong with your order, please contact us at Heesse.fashion@gmail.com. If possible, please provide us your order number. We will do everything we can to resolve the problem as soon as possible.

There are missing items from my order.

Please contact us immediately on the day of delivery with your order number and we will investigate and rectify the situation within the next business day. Reach out to us now at Heesse.fashion@gmail.com.

 

Returns & Exchanges

Do you accept exchange?

Yes, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For more information, please visit our Refund Policy page.  

Do I have to pay for return shipping?

Unfortunately, yes. You are responsible for postage costs of returned items. If you return an item that does not meet the requirements for returns set out above, we reserve the right to reject the return and any request for refund. You are responsible for the item until it reaches us. If return items are lost during its shipment back to us, we cannot issue a refund. Please also provide the return parcel tracking number for all items. For more information, please visit our Refund Policy page.

Do you accept returns?

Yes, we do. We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For more information, please visit our Refund Policy page.