Shipping + Returns
We know how excited you are to receive your order! We get your order to you as soon as we can. Most orders ship out within the first 1-5 business days and may take 2-15 business days to arrive, depending on availability and shipping times. Some items are handmade to order and may take longer. We recommend you email us before placing your order for accurate shipping dates. You will be notified of order delays within 15 business days. Please contact us directly if you require a faster shipping option. Transit time within the US can range from 1 to 28 business days. Transit time for international shipments is 3-4 weeks on average.
International countries we currently ship to are: Canada and Mexico. If your country is not listed please contact us to see if shipment can be arranged.
Transit time for international shipments is 3-4 weeks on average. Please note we are not responsible for any customs charges that may be incurred. If you have any concerns about your order please contact us prior to placing your order.
NOTE: Recipient is responsible for all applicable customs duties, tariffs, taxes or VAT, which are collected by the carrier upon delivery. If you have any questions, please contact your local customs office. Shipping time varies to reach some international destinations and times are not guaranteed. For additional information, please contact us.
You may check the status of your order at any time by logging in to your account, where you will find your account details and order history. Or, you may contact us at email@example.com.
If an item is on backorder, you will be informed as soon as we know the status of the item. You will be notified via email of an estimated ship date and any changes to the item status.
We are required to charge 9.5% sales tax on all orders shipping to the state of California.
RETURNS + EXCHANGES
We want you to be unconditionally happy with your purchase from Hesby. If for whatever reason you wish to exchange or return an item, please Initiate a Return here. Please include your order number and item(s) you wish to return.
Please note: There are no changes or cancellations once your order is placed. We do our best to ship out your order as soon as possible, and because of this we cannot cancel your order. You are more than welcome to contact us and attempt to cancel an order, however we cannot guarantee that the item will not have already been processed and shipped, even if you have not yet received a shipping confirmation.
Return shipment costs are the responsibility of the buyer. Returned goods must be delivered in unused condition with original packaging within 14 days of merchandise arrival. Shipping costs are non-refundable and return shipping is the responsibility of the customer. Returned merchandise must be in its original packaging, accompanied by a copy of purchase receipt, insured for the full price and returned within 14 days of order delivery date. Returns must be pre-authorized prior to sending merchandise back to ensure return window and correct return address. There will be a 20% restocking fee on all rugs and furniture. Hesby is not responsible for lost returns. All discounted items are final sale. We are currently unable to offer exchanges. Please note, at this time we are not able to accept returns from Canada.
Shipping costs are non-refundable and return shipping is the responsibility of the customer. Please note, some items are final sale and cannot be returned or exchanged.
All items are carefully packed to prevent breakage. However, if such occurs, please photograph and keep all contents, including packaging for insurance claim purposes. Please contact us at within 3 business days of package arrival for further instructions.
Hesby is in no way responsible for any delays in shipping, damages in transit, packages not picked up, packages lost during transit if provided shipping/delivery address information is incorrect or international customs issues.
Once returned you will be entitled to receive a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been used, washed, or are not in original condition.
A refund will be credited back to your original method of payment, minus the cost of shipping. Please allow one week for processing a return once the merchandise is received back in our facility.