FAQ (Frequently Asked Questions)
Q. How long does shipping take? A. Standard shipping usually takes 10–15 business days. Express shipping takes 5–7 business days.
Q. Can I track my order? A. Yes. Once your order ships, we will provide you with a tracking number. A link to the tracking page will be included in your shipping confirmation email.
Q. My order hasn't arrived yet. Is there a problem? A. Shipping times can vary depending on various factors such as logistics, weather, and customs clearance. If your order does not arrive within 15 days of ordering, please contact us and we will help resolve the issue. If it has been less than 10 days, your package may still be in transit, so we kindly ask you to wait a little longer.
Q. What is your return policy? A. All products come with a 10-day money-back guarantee. You can find more details about our return policy [here].
Q. Can I exchange an item? A. Yes, exchanges follow the same rules as our return process.
Q. Payment Options A. We currently accept PayPal, and credit card payments will be available soon.
Q. Data Protection / Privacy A. All payment information is encrypted and securely processed through PayPal, the web's most trusted online payment solution. The only information we store is your name, email address, and shipping address.
Q. Order Cancellation A. Cancellation requests must be made immediately after receiving your order confirmation email. (Please note that cancellation may not be possible if the order has already been processed.)
Q. Full / Partial Refunds A. Automatic refunds may be issued due to shipping delays, stock shortages, or other delivery issues. Refunds will be processed back to the original payment method used for the order. We cannot issue refunds to a different account or payment method.
Q. Changing Order Details A. If you need to add/remove items or change your order details, please cancel your existing order and place a new one.
If you have any questions, please feel free to send us a message through our Contact Us page or at yj.kim@timnheidi.com.