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FAQ

Ordering

  • Do I need to have an account to order?

No, you can also place an order as a guest. But there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

  • When will my order arrive?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.

  • How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order. 

Logistics information query website: https://www.17track.net/en

  • What Do I Do If I Have Missing Items in My Order?

If something is still missing, please contact us immediately. We will reissue it to you as soon as possible after verification.

  • Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

  • How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain non-English letters, you are advised to use the similar English ones instead.

  • Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

 

Shipping and Delivery

  • What's the shipping price?

All products are eligible for shipping to around the world. We will choose different logistics methods according to the weight of the product and different countries, and deliver it in the safest way.

  • When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 
Orders will be processed within 2-4 business days from the order date and shipped the next day after the processing day. 
Please contact us if you do not receive tracking confirmation after 6 business days from the day you completed your payment.

  • Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

We will try our best to ship the goods using a logistics method that pays customs duties in advance to avoid you paying customs duties.

 

Returns and Refunds

  • How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

  • What if the product I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

  • When will I receive my refund?

All refunds will be credited to your original form of payment. Usually completed within 2 working days

  • How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

 

Support and Serves

  • Customization and Bulk Orders

We offer customization services for select products. If you're interested in customizing a lighting fixture, please contact us with your specifications, and we will work with you to create a design that meets your needs.

We provide special pricing for bulk purchases, commercial projects, and trade professionals. For inquiries about bulk orders or trade accounts, please reach out to our team at Our Email: hepmilo@gmail.com

  • Safety and Compliance

All of our lighting fixtures are certified to meet the safety and compliance standards of the regions they are shipped to, including SAA/UL/ETL/CE/CSA Certifications and RoHS certifications.

 

Payments

  • What Payment Methods Do You Accept?

Through PayPal, you can pay with credit card, debit card, or connected bank account. Once your order is submitted, you will be redirected to PayPal’s page where you can make the payment.

1) Login to your PayPal account or use Credit Card Express.
2) Enter your Card Details the order will be shipped to your PayPal address. and click Submit.
3) Your Payment will be processed and a receipt will be sent to your email inbox.
NOTE: Your order will be shipped to your PayPal address. Ensure you have selected or entered the correct delivery address.

We can also accept payments via bank transfer.

  • PayPal FAQ

How do I exercise my right to PayPal Buyer Protection?

If you don't receive your item or the item is significantly different from its description from our page you are covered by PayPal Buyer Protection. This covers up to the full purchase price plus original shipping charges. We recommend you contact our customer service in the first instance and only use this after talking to us.

An item is covered by PayPal Buyer Protection if:
. You purchase the item on hepartshome.
. You use PayPal to pay for the item.
. You correspond with the us the situation by using the email hepmilo@gmail.com.
. You file only one claim per PayPal payment.
. You open the case no later than 45 calendar days from the date of your PayPal payment and – if you need to – escalate it to a claim no more than 20 calendar days after you open your case.
. You meet the PayPal Buyer Protection requirements outlined in Section 13 of the PayPal User Agreement.

 

For any further questions not covered here, feel free to reach out to our customer support team