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CONTACT US
How can I get in touch?
You can simply email us at support@hemerabrand.com where our customer service team will be happy to help you with whatever you need!
PAYMENTS
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) etc.
SHIPPING & CUSTOMS
When will my order be processed?
We process orders Monday through Friday, 1-3 business days from the date of receipt of the order.
How long will it take to receive my order?
Once the order has been processed, the receipt date will take 7-15 business days depending on the location of the customer's home address. See more information about shipping times at: hemerabrand.com/policies/shipping-policy
Will I be charged taxes?
The prices shown on our website already include taxes based on the country of purchase of each customer.
RETURNS
How do I return an item?
If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order by emailing support@hemerabrand.com. Provide your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions once the return is approved.
All returns must be in original condition with packaging intact. If we notice that the item arrived in perfect condition and is subsequently found to be damaged, the return will not be processed.
Will the shipping of my returns be covered?
All return shipping fees and other miscellaneous fees are the responsibility of the customer unless the return reason is a damage on the received product. In that case we will cover the return shipping fees.
What happens if the items I received are defective/incorrect/damaged?
Please contact us within 7 days of receiving your order if you received incorrect, missing, or defective merchandise. Please include your order number, photos of the items, and all related references when receiving your package.
We will do our best to resolve your case as quickly as possible.
How long does the return process take?
Processing returns can take 30 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or requesting cancellation. Please contact the card-issuing bank if you have questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact your bank or credit card company. It may take some time before the refund is posted to your account.
