Shipping, returns and cancellation policy
SHIPMENT
Our orders are processed within 12 hours.
The estimated shipping time is between 24 and 72 hours.
Orders have a delivery time of between 15 and 30 working days, under normal shipping conditions.
In exceptional cases, an order may take longer than usual. In this case, delivery may take up to 40 business days.
The customer is responsible for providing correct order information (name, email, and delivery address). If you receive the purchase confirmation with incomplete and/or incorrect information, please contact kundenservice@heixa.de immediately. quoting your #order number and the correct delivery information. If your order has been prepared and there is no response, and the package cannot be delivered and is returned by the post office, the customer will be responsible for the new shipping costs and will not be entitled to cancel the product. The fee for returning the package is €3.99.
Customer service will handle your inquiries with an estimated response time of 24 to 72 hours (under normal circumstances). For cases that are escalated to other departments or depend on information from the carrier, the estimated response time is 5 to 7 business days.
If a delivery attempt is unsuccessful, the package will be held at the post office for 5 to 10 days until it is picked up. If a package is returned because it was not picked up by the customer, the customer will be responsible for the new shipping costs and will not be entitled to cancel the package. The return package fee is €3.99.
HEIXA is not responsible for lost or stolen packages. If your tracking information indicates that your package was delivered to your address and you have not received it, please report this to your local shipping company using the information provided on the tracking page.
Due to the current health situation caused by COVID-19, we want to guarantee you the highest level of safety. Therefore, orders may be delayed longer than usual. Deliveries are being made according to new safety protocols.
SHIPPING COSTS
You can find prices on our website:
- FREE Standard Shipping, this rate is, as the name suggests, completely FREE, no additional costs or surprises.
- Shipping with PRIORITY INSURED, this rate includes the tracking code and delivery is guaranteed*.
* At HEIXA, we are responsible for ensuring that your order arrives at the specified address and is insured throughout the entire process, from shipping to delivery. This guarantee does not cover the return of your package to the sender if the sender was unable to locate the address, the address is incorrect, and/or the recipient is unknown at the specified address. Any unforeseen event affecting the delivery of the package caused by a customer error or negligence is completely excluded from this delivery guarantee.
ORDER PROCESSING
We process your order within 24-48 hours. When you make a purchase, we receive the contact details you provide, including your email address and contact phone number. If any of these details are entered incorrectly or incompletely, you may not receive a purchase confirmation from us. Sometimes this confirmation ends up in your spam folder; if you've checked your inbox and provided us with your correct details and you haven't received anything, please contact kundenservice@heixa.de
CHANGES
The purchase process involves more than three instances of product and purchase data confirmation, so errors should be avoided. In case of a color/size/model error, please notify us as soon as possible so we can make changes as quickly as possible. Contact us at kundenservice@heixa.de (Changes cannot be guaranteed until 12 hours after your purchase).
CANCELLATIONS
Reviewing all information provided on our website and making a purchase guarantees confirmation of our terms, prices, and features. Therefore, cancellation within the first 12 hours is only possible if duplicate orders are verified and/or a justified purchase error is proven. Any other reasons that may arise will be reviewed and analyzed by HEIXA, and the process will be communicated to you. You can send your request with all purchase information and the reason to kundenservice@heixa.de . (HEIXA reserves the right not to accept the cancellation of an order).
RETURNS
You have 14 days from the day you received your order to exchange or return the product. The 14-day period for returning a product is calculated from the day you receive it.
To initiate the return process, you must send an email to kundenservice@heixa.de with information about your purchase and the reason for the return. You should also include photos showing the condition of your product.
To proceed with the return, our team will provide you with the return address. Under no circumstances should you return the order without knowing the address we will provide you with. The sender's address shown on the order receipt does not match our facility's address. Our company is not responsible if you return the order without us providing you with the address.
The customer bears the shipping costs for the exchange and/or return.
Returns must be sent in the same condition in which they were received, in the original packaging, and with the order number included. No refunds will be issued if items are received in poor condition.
If the quality control is passed, we'll refund the amount of the returned garment. This way, if you need to exchange the item, you can order the product you want.
Returns or exchanges of bikinis or swimsuits are not possible for hygiene reasons.
We do not accept returns or exchanges on promotional items or items purchased on sale.
Please note that HEIXA reserves the right to refuse any returns that do not comply with these conditions.
If you have received an incorrect order or a defective product, please contact us immediately, within 24 hours, stating the error or defect and your personal details at the following email address: kundenservice@heixa.de
Our policy is valid for 70 days. If you haven't received your order within 70 days of purchase, you must contact us for a refund.
CUSTOMS
Under no circumstances will HEIXA be responsible for any taxes, duties or customs fees that may be levied on the shipment.
We ship from the USA, China and other international countries, so delivery times often depend on the customs regulations of each country.
If you would like information about shipping and delivery, please contact us at kundenservice@heixa.de
Customs times have nothing to do with our store's delivery times, so a delay caused by this authority is not considered a reason for a return or cancellation of the order.
Our products come from China, every design used is properly registered and any resemblance to another brand is purely coincidental.
We do not sell brand names and we do not put logos on our products.
The list of holidays/shipping delays/non-working days is constantly updated:
- New Year's Day - January 1
- Epiphany - January 6
- Chinese New Year - February 2 to 23
- Good Friday - April 10
- Easter Monday - April 13
- Labor Day - May 1st
- Easter Grenada - June 1
- San Juan - June 24
- Independence Day - July 4th
- Assumption of the Virgin Mary - August 15
- National Day of Catalonia - September 11
- Virgen de la Mercè - September 24th
- Spanish National Day - October 12
- All Saints' Day - November 1
- Thanksgiving - November 26
- Constitution Day - December 6
- Immaculate Conception - December 8
- Christmas Day - December 25
- Boxing Day - December 26
- New Year's Eve - December 31
The company is closed on these days, so orders cannot be processed or shipped. Additionally, the post office is closed on these days, so shipments may be delayed and tracking information may be slow to update.
Customer service will also not be active.