We (“Hecksplorer Limited”) will do our very best to provide a satisfying consumer experience, including in the case of faulty product, damage during shipment, and incorrect orders. In the case of an issue, please contact us within 10 working days and we will sort out a solution both parties are happy with.
All products will be shipped within 2 working days of payment being received, using the postage type chosen by the customer upon ordering. For example, if an order is placed on Thursday, we aim to package and ship the order on Friday. However, if we are unable to do so, it will be shipped on Monday at the very latest. Orders will usually be sent by 2pm the day of packaging and shipment.
Depending on postage type, the order may take between 2 – 4 working days to arrive from the date of shipment. If you haven’t received your order after 5 working days from shipment, please contact us and we will contact the delivery company on your behalf. If you chose the tracked courier option on checkout, you will receive an email with your tracking details where you can keep up to date on the status of your package.
The above applies all year round, unless otherwise stated on a pinned post at the top of the Hecksplorer Limited Facebook page. Usually this will only apply if we are on holiday.
RETURNS & EXCHANGES
If you are unsatisfied with your purchase, you may contact us within 10 working days in regards to returning or exchanging the goods. We only accept returns if you make contact within the time frame, and can prove the product is faulty or damaged. We only accept exchanges in the case of incorrect products received or if you change your mind, and the product is unopened. An exception may be made at our discretion.
Questions about the Returns Policy should be sent via the online contact form, or sent to us at email@example.com.