Below are answers to common questions about managing your order, customs, and special requests. For detailed shipping rates and delivery timelines, please visit our Shipping Policy page.

Order Management

Q: Can I change or cancel my order after placing it?
A: We process orders quickly (within 1-3 business days). If you need to make a change or cancel, please contact us immediately with your order number. If the order has already been handed over to the carrier, we cannot cancel it, and you will need to wait for delivery and initiate a return.

Q: I entered the wrong shipping address. What should I do?
A: Contact us as soon as you realize the mistake. If the package has not yet shipped, we can update the address. If it has already shipped, we may be able to request an address correction through the carrier, but this is not guaranteed and may incur fees. HDL is not responsible for packages lost due to incorrect addresses provided by the customer.

Q: Do you ship to P.O. Boxes?
A: Yes, we can ship to P.O. Boxes in most regions. However, some carriers may require a signature for delivery, which might not be possible at a P.O. Box. In such cases, the carrier may hold the package at the local post office for pickup.

Customs & International Orders

Q: Will I have to pay customs duties or taxes?
A: Yes, for international orders. HDL ships DDU (Delivered Duty Unpaid). This means any import duties, VAT, or customs clearance fees charged by your country are the customer’s responsibility. These fees are typically collected by the delivery carrier when the package arrives.

Q: My package is stuck in customs. What should I do?
A: If your tracking shows the package is held by customs, the carrier or local customs authority will usually contact you directly to request payment or additional information. Please respond to them promptly. If you need documentation from us to assist with clearance, please email us.

Returns & Issues

Q: Why don’t you offer direct exchanges?
A: To ensure you receive your desired item as quickly as possible, we do not process direct exchanges. Instead, we recommend placing a new order immediately for the size or color you need, and then returning your original item for a refund. This guarantees your replacement isn't delayed by return transit times.

Q: What if I received a damaged or defective item?
A: Please contact us within 7 days of delivery. Include your order number and clear photos of the damage. We will arrange for a free replacement or a full refund (including original shipping) immediately.

Q: Where do I send my return?
A: Once you contact us to initiate a return, we will reply with the specific return address and instructions. Please do not send items back to our office without prior authorization, as unauthorized returns may be delayed or rejected.

Account & Privacy

Q: Is my payment information secure?
A: Yes. We use industry-standard encryption (SSL) and do not store your full credit card details on our servers. All transactions are processed securely through trusted third-party gateways like Shopify Payments, PayPal, or Stripe.

Q: How do I unsubscribe from marketing emails?
A: You can click the "Unsubscribe" link at the bottom of any marketing email we send, or contact us directly to be removed from our mailing list.

Still Need Help?

Q: How can I reach customer support?
A: If you couldn't find the answer you were looking for, our support team is here to help. We aim to respond within 24-48 hours during business days.

Contact Us

For all inquiries mentioned above, please reach out to us at:

Email: info@hempeldesignlab.com