FAQ's

FREQUENTLY ASKED QUESTIONS

OVERVIEW Welcome to the HEMAS ELEGANCE client assistance center. Here you will find answers to the most common inquiries regarding our collections, shipping, and services.

1. ORDER & SHIPPING

Where do you ship to? We are pleased to offer worldwide shipping to most countries. We work with premier global logistics partners to ensure your order reaches you wherever you are.

How long will it take to receive my order? Because our items are curated from specialized ateliers and undergo a rigorous quality check before dispatch, our standard delivery timeframe is:

  • Processing Time: 1-3 Business Days.

  • Delivery Time: 7-15 Business Days.

  • Note: During high-demand seasons, slight delays may occur. We appreciate your patience as we prepare your package.

How can I track my order? Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can use this number on our "Track Your Order" page to monitor its journey.

Can I cancel my order? We process orders very quickly to ensure the fastest delivery. You may request a cancellation within 12 hours of placing your order. After this window, the order will have entered our processing phase and cannot be cancelled.

2. RETURNS & EXCHANGES

What is your return policy? We accept returns within 14 days of delivery. To be eligible, the item must be in its original, pristine condition—unworn, unwashed, and with all tags attached. Please review our full Refund Policy for more details.

Do you offer free returns? As we offer premium products at competitive prices, we do not cover return shipping costs. Clients are responsible for the logistics of returning items to our facility.

How do I initiate a return? Please do not send items back without approval. Contact our Client Services team at hemaselegance@gmail.com to initiate the process and receive the correct return address.

3. SIZING & CARE

How do I know which size fits me? We recommend strictly following the Size Chart provided on each product page. Our collections are tailored to international standards, but measurements can vary between styles. If you are unsure, please contact us for advice.

How should I care for my garments? To maintain the longevity of your HEMAS pieces, we recommend following the care label instructions on the garment. generally, we suggest gentle cycles or professional dry cleaning for coats and delicate fabrics.

4. PAYMENT & SECURITY

Is my payment information safe? Absolutely. Our boutique is hosted on a secure global platform that uses industry-standard SSL encryption. We do not store your credit card details; they are processed directly by secure payment providers (such as Visa, MasterCard, Apple Pay, etc.).

Will I be charged customs or duties? For most standard shipments, customers are not charged additional fees. However, depending on your country's local customs laws, import duties may apply. HEMAS ELEGANCE is not responsible for these external charges.

NEED MORE HELP?

Our Client Services team is at your disposal. Email: hemaselegance@gmail.com Response Time: Within 24 Hours.