FAQ
Frequently Asked Questions – Hestialux
Welcome to the Hestialux FAQ section — your quick guide to shopping with confidence.
Here you’ll find answers to the most common questions about our products, orders, delivery, and store policies.
Need more help? Our support team is always here for you:
📧 Email: help@hestialux.com
📞 Phone: +445261
🏢 Address: 225 Green Street, London, E13 9JW, United Kingdom
General Questions
Q: What is Hestialux?
A: Hestialux is a UK-based online retailer offering premium, beautifully designed products made for comfort, style, and everyday elegance. We carefully curate each collection to ensure high quality and a luxurious shopping experience.
Q: How can I contact customer support?
A: You can reach us anytime by emailing help@hestialux.com.
You may also call us during our customer service hours listed below.
Orders & Shipping
Q: How do I place an order?
A: Simply browse our store, choose your favourite items, and check out securely through our online checkout.
Q: What payment methods do you accept?
A: We accept:
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Visa, MasterCard, American Express
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Apple Pay & Google Pay
All payments are processed securely in GBP (£).
Q: How long does delivery take?
A: Orders are processed within 1–2 business days.
Standard delivery takes 3–7 business days, meaning most UK orders arrive within 4–9 working days from order confirmation.
Q: Do you ship internationally?
A: Not yet. We currently ship within the United Kingdom only.
Q: Is shipping free?
A: Yes! All UK orders come with free standard shipping — no minimum spend required.
Q: Will I receive tracking information?
A: Absolutely. Once your order ships, you’ll receive a tracking link by email so you can follow your delivery in real time.
Returns & Exchanges
Q: What is your return policy?
A: You may return or exchange any eligible item within 30 days of delivery. Items must be unused, unworn, unwashed, and in original packaging with all tags attached.
Q: How do I return an item?
A: Email help@hestialux.com with your order number and reason for return. Once approved, we’ll send you a free pre-paid return label and instructions.
Q: How are returns processed?
A: All returns are processed via mail. Drop your parcel off at your nearest Royal Mail or approved courier location.
Keep your proof of postage until your return is confirmed.
Q: Do I have to pay for return shipping?
A: No. All approved returns and exchanges include a free pre-paid return label.
Q: Can I exchange an item?
A: Yes. Exchanges are accepted within 30 days for a different size, colour, or a product of equal value.
Replacement items ship free of charge.
Q: How long do refunds take?
A: Refunds are issued within 7 business days after your return is received and approved.
Refunds are sent to your original payment method in GBP (£).
Q: Are any items non-returnable?
A: Yes. We cannot accept returns on:
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Underwear or hygiene-sensitive items opened from sealed packaging
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Personalised or made-to-order items
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Products marked “non-returnable”
Products
Q: Are your products high quality?
A: Yes. Every item is selected with care to ensure durability, comfort, and style.
Q: How do I choose the right size?
A: Each product page includes a detailed size guide.
If you’re unsure, contact us for personalised sizing assistance.
Q: Do you offer sustainable products?
A: We are actively expanding our selection of eco-conscious and ethically produced items.
Account & Security
Q: Do I need an account to shop?
A: No — checkout as a guest anytime.
Creating an account gives you benefits like order tracking, saved addresses, and early access to offers.
Q: Is my personal information secure?
A: Yes. Hestialux uses SSL encryption for all data transfers, and payment information is processed through PCI-compliant secure gateways.
Q: How do I subscribe to the newsletter?
A: Simply scroll to the bottom of our homepage and enter your email address to receive updates, promotions, and new arrivals.
Contact Us
Need help? We’re just an email or call away:
📧 Email: help@hestialux.com
📞 Phone: +445261
🏢 Address: 225 Green Street, London, E13 9JW, United Kingdom
Customer Service Hours (GMT – London):
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Monday to Friday: 9:00am – 5:00pm
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Saturday & Sunday: 10:00am – 2:00pm
Expect a response within 24 hours.