Shipping policy
Last Updated: January 01, 2025
At Hekaya Books, we are committed to providing you with a smooth and reliable shopping experience. This policy outlines how we handle .shipping, returns, and refunds across our global operations
Shipping Information
We ship from three main fulfillment centers
- Canada – serving North and South America
- Netherlands – serving Europe and international destinations
- United Kingdom – serving the United Kingdom only
Processing Time
Orders are typically processed and shipped within 3–5 business days. You will receive a confirmation email with tracking details once your .order has been shipped
Please note that delivery times may vary based on destination, .customs clearance, and local courier delays
Shipping Responsibility
Once your order has been dispatched, Hekaya Books is not responsible for delays caused by shipping carriers or customs .authorities
If a package is returned to us due to an incorrect address, unclaimed delivery, or recipient’s absence, the customer is responsible for:
- The cost of return shipping
- The cost of re-shipping the order if they wish to receive it again
.Shipping fees are non-refundable in such cases
Returns & Refunds
We want you to love your books and products. If for any reason you .are not satisfied, we offer a clear and fair return policy
Return Window
You may request a return within 15 days of receiving your order. To be eligible, items must be:
- In their original condition (unused and undamaged)
- In their original packaging
- Accompanied by proof of purchase
How to Initiate a Return
To request a return, please contact us at info@hekayabooks.com with your order number and details. All returns must be approved in advance. Unauthorized returns will not be accepted.
The customer is responsible for the return shipping cost. We recommend using a trackable shipping service to ensure your item is .returned safely
Damaged or Incorrect Items
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at info@hekayabooks.com with photos. We will review your case and .offer a replacement or refund as appropriate
Non-Returnable Items
The following cannot be returned:
- Digital products (eBooks)
- Custom or personalized products
- Gift cards
- Final sale items
- Used or damaged items not due to our error
Refunds
Once your return is received and inspected, you will be notified via email. If approved, your refund will be processed to your original .payment method within 10 business days
Please note:
- Shipping fees are non-refundable, except in cases where Hekaya Books is at fault (e.g., defective, damaged, or incorrect items).
- Your bank or card provider may take additional time to post the refund.
- If 15 business days have passed and you haven’t received your .refund, please contact us
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, .please return the original product and place a new order
European Union Cooling-Off Period
For customers in the EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason. The item must meet the same return conditions listed above. Return shipping costs .are the customer’s responsibility
Contact Us
If you have any questions or concerns about shipping, returns, or refunds, please contact us at:
