FAQs

Order Questions

Your credit card may be declined for any of the following reasons:

  • Your card details may be incorrect. Please confirm your card number, expiry date, billing address and security code to ensure the transaction can be completed.
  • The card issuing bank has declined your payment. Please call your bank for further assistance.
  • If your financial information has been verified and you believe your card has been declined due to a technical error, please try checkout in a different browser or try a different payment method to complete your order.

 

Please note that your delivery address cannot be edited or canceled after the order has been processed or shipped. Cancellation of the order is permitted no later than 22.00 (GMT+1) on the same day. After this time, cancellations will no longer be accepted.

You can contact us to request cancellation.

 

Shipment

HYAVE currently offers free standard shipping on almost all orders. For more information on shipping, please visit our Shipping Information page .

 

According to our past experience, the majority of packages will be delivered within the time frame we have promised.

Sometimes it can take much longer than the stated delivery time to arrive. International deliveries may in extreme cases take up to 4 days longer than stated, depending on the local post office.

If your package does not arrive within the promised time, please contact us and we will help you. We appreciate your patience.

 

If your order has not yet been packed, you can follow the steps below to update your delivery address:

1. Go to "My orders"

2. Click on your order to view your order details

3. Next to your address, click "Edit" to change address,

4. If the change is successful, you will receive a notification that "your address has been updated" and the order details will show the latest address.

If your order has already been packed, unfortunately we cannot update your delivery address.

 

Delivery

You can track the latest shipping status of your order on our website. Simply click on "Track your order" to get a direct link to your shipping information. When you enter your "order number", you will be able to see your shipping company, the estimated delivery time and the latest shipment status on the page.

If you have not received a tracking number yet, our warehouse may still be processing your order. Please allow 1-3 business days for stock processing. We will notify you when your tracking number is ready and your order has been shipped.

 

We always endeavor to ship all orders as quickly as possible. On the item page, you can find the estimated delivery date along with information on the percentage of orders delivered within that time frame so you can plan accordingly.

Once you have placed your order, you can see the estimated delivery time on the "Track Orders" page. 

The estimated delivery time refers to the expected arrival of your order taking into account the time needed for both processing and transit. 

You can check the estimated delivery time for your country on our shipping information page.

 

Don't worry - if you haven't received your package, there are a few things we can do:

1. Confirm your delivery address. Go to the "Track orders" page on our website to confirm the shipping information for your order.

2. If the address is confirmed, it usually turns out that most packages have been misplaced by accident. Look around your mailbox or drop-off location to see if the courier has left your package near your house, in your mailbox, in front of your garage or on your lawn.

3. Check if someone else has accepted the package on your behalf. Ask your family, neighbors or other household members if they have received the package for you.

4. Sometimes a package may be marked as delivered when the courier is able to arrive at your address, but fails to make the delivery when they are unable to reach you. Please check your phone messages and emails to see if the carrier has notified you of a failed delivery attempt.

If there was a failed delivery attempt or you still can't find your package, the best thing to do is to contact us regarding the matter.

 

We strive to send you only highly innovative products with good packaging. If you receive a damaged item and would like to exchange it for another that is not damaged, please contact us so we can see if an exchange is possible! Otherwise, we will absolutely do our best to include in a future box.

You can then just include the damaged item with the rest of your returns. We will leave a note on your account to ensure you are not charged for the damaged item.