Frequently Asked Questions
Welcome to the Hestialux Shop 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: +1 437 702 1401
▹ Address: 559 Queen St W, Toronto, ON M5V 2B6, Canada
General Questions
Q: What is Hestialux Shop?
A: Hestialux Shop is a Canada-based online store offering carefully selected products focused on quality, value, and customer satisfaction. We aim to provide a smooth, reliable shopping experience backed by responsive customer support.
Q: How can I contact customer support?
A: You can contact 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, add your selected items to your cart, and complete checkout securely through our website.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and other supported payment methods available at checkout.
▹ All payments are securely processed in Canadian Dollars (CAD)
Q: How long does delivery take?
A: Orders are processed within 1–2 business days.
▹ Delivery typically takes 6–8 business days
▹ Most orders arrive within 6–12 business days from order confirmation
Q: Do you ship internationally?
A: No. We currently ship within Canada only.
Q: Is shipping free?
A: Yes. We offer free standard shipping on all orders within Canada, with no minimum spend required.
Q: Will I receive tracking information?
A: Yes. Once your order has been shipped, you will receive a tracking link by email to monitor your delivery.
Returns & Exchanges
Q: What is your return policy?
A: Eligible items may be returned or exchanged within 30 days of delivery.
▹ Items must be unused, unworn, unwashed, and returned in their original packaging with all tags attached
Q: How do I return an item?
A: Please email help@hestialux.com with your order number and reason for return.
▹ Once approved, we will provide full return instructions and a prepaid return label
Q: How are returns processed?
A: All returns are processed by mail.
▹ Please follow the instructions provided after your return request is approved
▹ Keep proof of shipment until your return is confirmed
Q: Do I have to pay for return shipping?
A: No.
▹ All eligible returns include a free pre-paid return label
▹ Return shipping costs are fully covered by Hestialux Shop
Q: Can I exchange an item?
A: Yes. Exchanges are accepted within 30 days.
▹ Available for size or color changes (subject to availability)
▹ Free of charge
Q: How long do refunds take?
A: Approved refunds are processed within 5–10 business days after inspection.
▹ Refunds are issued to the original payment method
Q: Are any items non-returnable?
A: Certain items may be non-returnable, including:
▹ Hygiene-sensitive products once opened
▹ Personalised or made-to-order items
▹ Products clearly marked as “non-returnable”
▹ Please refer to our Refund Policy for full details:
https://hestialux.com/pages/refund-policy
Products
Q: Are your products high quality?
A: Yes. We carefully select products to meet quality, durability, and performance standards.
Q: How do I choose the right size?
A: Size guides are available on applicable product pages.
▹ If you need assistance, feel free to contact our support team
Q: Do you offer sustainable products?
A: We are continuously working to expand our range and include more environmentally conscious options where possible.
Account & Security
Q: Do I need an account to shop?
A: No. You can check out as a guest.
▹ Creating an account allows you to track orders and save your details for faster checkout
Q: Is my personal information secure?
A: Yes.
▹ We use SSL encryption to protect your data
▹ Payments are processed through secure, PCI-compliant gateways
Q: How do I subscribe to the newsletter?
A: Scroll to the bottom of our homepage and enter your email address to receive updates, promotions, and product announcements.
Contact Us
We're here to help with any questions regarding orders, shipping, or returns.
▹ Website: https://hestialux.com
▹ Email: help@hestialux.com
▹ Phone: +1 437 702 1401
▹ Address: 559 Queen St W, Toronto, ON M5V 2B6, Canada
Business Hours
▹ Monday to Friday: 9:00 AM – 5:00 PM (Eastern Time)
▹ Saturday & Sunday: 10:00 AM – 2:00 PM
▹ Average Response Time: 24–48 hours