Frequently Asked Questions (FAQ)

How long will it take to receive my order?
All orders are processed within 4 to 5 business days (excluding weekends and holidays). You will receive a confirmation email once your order is shipped. Delivery times vary based on your location. Generally, orders are delivered within 7-14 from the date of shipment.

Do you offer international shipping?
Yes, we offer international shipping. For details on available countries and shipping rates, please visit our shipping information page.

How can I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your shipment here.

What happens if I miss my delivery?
If you miss your delivery, please contact your local postal service. If your package is not claimed after a few delivery attempts it will be sent back to us. 

Will I be charged taxes and import duties for my parcel?
Import duties and taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer and are not included in the purchase price.

Can I change my order after placing it?
If you need to make changes to your order, please contact us as soon as possible at hilweh.market@gmail.com. Once an order has been processed or shipped, we may not be able to modify it.

Why isn’t my payment going through?
If you are experiencing issues with your payment, please ensure that all payment details are entered correctly. If the problem persists, contact your bank or our customer service team for assistance.

My order never arrived. What do I do?
If your order hasn’t arrived within the expected timeframe, please contact our team at hilweh.market@gmail.com. We will investigate the issue and work to resolve it.

What is your return/exchange policy?
We accept returns and exchanges within 5 days after receiving your item. Items must be returned in their original condition. For more details, please refer to our return policy page.

My package arrived damaged. What should I do?
Please contact our customer service team immediately at hilweh.market@gmail.com with your order number and details of the damage. We will assist you in resolving the issue, which may include a replacement or refund.