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Common purchase queries answered

Orders and Shipping

If the item you ordered is in stock it will take 5-10 days to receive it. In case it out of stock and you pre-order the item, then it will take 14-30 days to receive it.

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As soon as your order is sent, a notification with a tracking number will be sent to your email address, as well you can find your tracking number and status of your order in your account on our internet page.

Due to Privacy Policy we do not keep any information about your credit card on file.

Yes, sales tax is already included in the item amount.

We deliver our goods across Europe, to the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Greece, Hungary, Croatia, Ireland, Italy, Lithuania , Luxembourg, Latvia, Malta, Netherlands, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia, Russia and USA

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If you need to swap an item

Returns and Exchanges

You have 14 calendar days to return an item from the date you received it without giving any reason. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase. In order to exercise your right of withdrawal, you must inform us (Puskele & Martemjanova GbR, Barthstr. 12, 44328 Dortmund, Germany, e-mail address: info@heylena-clothes.com) by means of a clear declaration (e.g. a letter sent by post, email) of your decision to withdraw from this contract. You can use the attached model withdrawal form in our Return Policy section for this purpose, but this is not mandatory. To meet the cancellation deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period has expired.

Refunds- Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies. 

Shipping- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you have received the wrong item, please contact us by email address info@heylena-clothes.com and describe the problem in detail by attaching a photo and your order number, and we will in contact with you to help you with the return the wrong item and to receive of the right one as soon as possible.

If your order arrived damaged, please contact us by email address info@heylena-clothes.com and describe the problem in detail by attaching a photo and your order number. If the item was not damaged during the creation or delivery, then you are not eligible for refund. 

You should mail your authorized return direct to us at info@heylena-clothes.com

We’re here to help you. You can always contact us at info@heylena-clothes.com

 

If you have entered an incorrect shipping address please contact us at info@heylena-clothes.com as soon as possible. If your order was not already sent, then we will change the correct address for your order. If your order was already sent, then we have to wait until the item is returned to us and then we can send it again to the correct address.

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Yes you can pre-order an item that is sold out.