Shopping FAQs

Delivery times combine our handling time and transit time. Our handling time is typically 0–1 business days (Monday to Friday). Once your order is handed to our courier partner, transit times range from 2 to 5 business days within the United States. Orders placed before 5:00 PM Eastern Standard Time (GMT-05:00) on business days are processed the same day. Please note that all products undergo a careful quality check and preparation process before dispatch.

We partner with an elite network of trusted carriers to ensure your orders arrive safely and on time. Our courier partners include FedEx, UPS, TNT, USPS, Royal Mail, DHL, and DPD. The specific carrier assigned to your order depends on your delivery location, package dimensions, and the fastest available route. You will receive tracking information as soon as your order is dispatched.

Yes. At Hekomart, every order ships completely free — no minimum purchase required, no hidden fees, no surprise charges at checkout. We believe premium service should be effortless and transparent. The price you see at checkout is the final price, including all shipping and handling costs.

Absolutely. We provide full tracking on every order so you can follow your package's journey in real time. Once your order leaves our facility, you will receive a shipping confirmation email with a tracking number and a direct link to the carrier's tracking portal. You can monitor every milestone — from dispatch to delivery — right from your inbox.

No additional taxes or customs fees are required. All Hekomart product prices are tax-inclusive. You will never be asked to pay additional VAT, import duties, or customs charges at the time of delivery. The price you see at checkout is the final amount you pay.

Yes. You may cancel your order at any time before it has been dispatched from our facility. If your order has already been shipped, please refer to our Return Policy for instructions on how to proceed with a return. To cancel an order, contact our support team immediately at support@hekomart.com or call +1 (209) 280-3200.

Currently, we ship exclusively within the United States. We are actively working on expanding our delivery network to serve customers in additional countries. Stay connected by subscribing to our newsletter for the latest updates on international shipping availability.

We offer a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it — unworn or unused, with all original tags attached, and in its original packaging. A receipt or proof of purchase is also required. Please contact us at support@hekomart.com to initiate a return.

Yes. We accept returns for both defective and non-defective products. If your item is defective, damaged upon arrival, or incorrect, please contact us immediately upon receipt so we can evaluate the issue and make it right. For non-defective items, the standard 30-day return window applies, and items must meet our eligibility requirements.

To start a return, simply email us at support@hekomart.com with your order number and the reason for the return. Please note that returns must be sent to the following address: 3401 Dale Rd, Modesto, CA 95356, United States. If your return is approved, we will provide you with a prepaid return shipping label and detailed instructions on how to package and send your item.

No. We do not charge any restocking fees on returned items. Your satisfaction is our priority. Return labels are included in the original package and are provided free of charge for approved returns within the 30-day window.

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund to your account.

Yes, we accept exchanges. The fastest way to ensure you get exactly what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This process minimizes wait time and ensures your new item ships to you as quickly as possible.

Our curation team evaluates hundreds of products across every category, selecting only those that meet our exacting standards for quality, design aesthetics, and functional excellence. We look for items that combine premium materials, thoughtful craftsmanship, and a distinctive sense of style — pieces that genuinely enhance daily living.

Yes. Every product sold at Hekomart is 100% brand new and sourced from authorized suppliers or trusted manufacturers. We never sell used, refurbished, or counterfeit items. Each product undergoes quality verification before being listed on our platform and again before dispatch.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right. Depending on the situation, we may offer a replacement, an exchange, or a full refund — always at no additional cost to you.

All items are shipped in their original manufacturer packaging with all relevant tags, labels, and documentation included. For returns, items must retain their original packaging and tags to meet our eligibility requirements.

Absolutely. Each product page includes detailed specifications, material information, dimensions, and care instructions. If you need additional details that are not listed, our support team is available 24/7 via email at support@hekomart.com or by phone at +1 (209) 280-3200. We would be happy to provide any extra information you need.

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. We also support popular digital payment methods such as Apple Pay, Google Pay, and Shopify Payments. All transactions are processed securely using encrypted connections.

Yes. Hekomart uses SSL (Secure Socket Layer) encryption technology to protect your personal and payment information. We never store your full credit card details on our servers. All payment processing is handled by PCI-DSS compliant payment providers, ensuring your data remains private and secure at all times.

Yes, payment is processed at the time of checkout. The full amount is authorized and captured immediately upon order confirmation. If your order is later canceled before dispatch, the full amount will be refunded to your original payment method promptly.

Currently, we accept full payment at the time of checkout. We are exploring installment payment options for the future. For any special payment inquiries, please contact our support team directly.

Our 24-month warranty covers manufacturing defects and functional failures that occur under normal use. This includes defects in materials, workmanship, and core components. If your product fails during the warranty period due to a covered defect, we will repair, replace, or refund the item at our discretion.

To make a warranty claim, simply contact our support team at support@hekomart.com with your order number, product details, and a description of the issue. Our team will guide you through the claim process, which may include submitting photos or videos of the defect for evaluation. Once approved, we will arrange for repair, replacement, or refund at no cost to you.

The standard 24-month warranty covers manufacturing defects and functional failures. It does not cover damage caused by misuse, accidents, unauthorized modifications, or normal wear and tear. However, our 180-day Purchase Protection may provide additional coverage for certain situations — contact us to discuss your specific case.

Our 180-Day Purchase Protection is an extended safeguard that covers you beyond the standard return window. If your product develops a functional issue within 180 days of purchase under normal use, you may be eligible for a replacement, repair, or partial refund. This protection reflects our commitment to delivering lasting value and quality.

You can check your order status by accessing your Hekomart account dashboard or by clicking the tracking link in your shipping confirmation email. The tracking page provides real-time updates on your package's journey from our facility to your doorstep.

If your order has not yet been dispatched, we may be able to update your shipping address. Contact our support team immediately at support@hekomart.com with your order number and the new address. Once an order has been shipped, address changes are typically not possible.

Log in to your Hekomart account to manage your personal information, shipping addresses, payment preferences, and communication settings. You can also view your complete order history and download invoices for your records.

Our dedicated support team is available 24 hours a day, 7 days a week. Reach us by email at support@hekomart.com or by phone at +1 (209) 280-3200. You can also visit our office at 3401 Dale Rd, Modesto, CA 95356, United States. We respond to all inquiries promptly and professionally.