HEY HOTTIE FAQS

We’re here to help. Below you’ll find answers to our most common questions. If you don’t see what you’re looking for, email us at heyhottiecosmetics@gmail.com and our Customer Service Team will be happy to assist.

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HOW DO I KNOW MY ORDER IS CONFIRMED?

• You’ll receive an order confirmation email right after checkout with your order number and purchase details.

• If you don’t see it, check your spam or promotions folder.

• You’ll also receive a shipping confirmation email with tracking once your order has shipped.

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CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER IS PLACED?

• If you notice an error, contact us immediately with your Order Number and correct address.

• We’ll do our best to help before your order ships, but changes cannot be guaranteed once processing has started.

• Because our team works quickly, address updates are time-sensitive and may not be possible once your order is in motion.

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WHAT IS YOUR SHIPPING POLICY?

• We aim to ship all orders within 2–3 business days (excluding weekends and postal holidays).

• During high demand, processing may take longer.

• Apparel: Custom-made in-house and may require additional processing time.

• U.S. Orders: Shipped via USPS.

• International Orders: Shipped via DHL.

• Duties & Taxes: Calculated at checkout when possible. Some countries may impose additional customs fees or VAT, which are the responsibility of the customer.

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WHAT IF MY PACKAGE SAYS DELIVERED BUT I DIDN’T RECEIVE IT?

• Check with neighbors, your mailbox, or leasing office.

• Carriers sometimes mark packages delivered early, so allow 24 hours.

• If it still hasn’t arrived, contact your local post office with your tracking number to start a claim.

• Once an order is marked Delivered by the carrier, Hey Hottie is not responsible for lost or stolen packages, but we will always do our best to guide you in locating it.

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I ORDERED THE WRONG SIZE ITEM, WHAT DO I DO?

• If your order has not shipped yet, we can help.

• Email heyhottiecosmetics@gmail.com with:

  • Order Number

  • Name on the order

  • Email used for the order

  • The new size you are requesting

• Once an order has shipped, we are unable to make changes, so please contact us as quickly as possible.

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WHAT IS YOUR RETURN, EXCHANGE, AND WARRANTY POLICY?

• All Sales Are Final: Orders cannot be modified or canceled once placed.

• Damaged, Defective, or Incorrect Items: Email heyhottiecosmetics@gmail.com with your order number, description, and a clear photo.

• No Returns or Exchanges: For hygiene and safety reasons, we cannot accept returns or exchanges on makeup, liquids, or hair accessories.

• Hair Tools Warranty: All Hey Hottie hair tools include a 90-Day Limited Warranty covering defects in materials or workmanship. This does not cover normal wear, misuse, or unauthorized repairs.

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DO YOU SHIP INTERNATIONALLY?

• Yes, we ship worldwide.

• International Orders: Shipped via DHL.

• Duties & Taxes: Calculated at checkout whenever possible.

• Some countries may still impose additional customs fees or VAT at delivery. These vary by country and are the responsibility of the customer.

• Examples:

  • UK: VAT is charged on shipments over £15 (approx. $23 USD).

  • Canada and the UK are known for strict enforcement.

• Customers may contact their customs office to dispute charges. Example: UK C285 application form.

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DO YOU ACCEPT RETURNS ON APPAREL?

• Apparel is custom-made in-house and may require additional processing time.

• All apparel sales are final.

• Returns or exchanges are only accepted if the item is damaged, defective, or incorrect.

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STILL NEED HELP?
Contact us at heyhottiecosmetics@gmail.com with your order number and details, and our Customer Service Team will be happy to assist.