Depending on the status of your order, we may not be able to cancel it. In order to best assist with your request, we recommend reaching out to us via phone or live chat for immediate assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.

U.S. orders can be exchanged online within 30 days of delivery. Please review theReturn Policy

We will gladly accept unworn, unwashed, unaltered and unused merchandise in sell able condition for a full refund within 30 days of purchase. We do not accept returns from 3rd party retailers at this time. To see full policy, including details on returns online, in store, and international orders click here.

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items.

You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.

No, we do not. If your order somehow passes our system with a PO Box address, this will cause delays.

If you have received a damaged, defective, or incorrect item, contact info@hqek.com with a photo of the damage, or the wrong item you received, as well as your order number. We’ll take care of you.

Free Shipping: No additional charges apply; all orders qualify for free shipping.

We strive to ship all of our orders as fast as possible. If your order has an item that is not currently in stock, your entire order will ship when that item is back in stock. If you need part of your order more quickly, shoot us an email at info@hqek.com and we'll let you know if there's a way to make this happen!

If your order was marked as delivered but is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery.

Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivered date. If your order does not arrive within this time frame, please reach out to us at info@hqek.com and we will find a solution!

Please note that lost packages must be reported to info@hqek.com within 30 days of the marked delivery date.

We want you to get your items ASAP so we may send your items in multiple shipments. If your order is sent in multiple packages, you’ll receive a shipping confirmation for each one. Your order total will not be affected by this.

No, we are unable to support shipping to APO/DPO/FPO.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Returns

We want you to be completely satisfied with your purchase. If you're not satisfied for any reason, you may return the item(s) within 30 days of delivery for a full refund or exchange. 

Eligible for Return

Items eligible for return, refund, or exchange within 30 days of receipt must meet the following criteria:

1. Damaged or defective items upon arrival.
2. Incorrect size or color received.
3. Within 30 days of receipt for original, unopened, or never-used products.

Not Eligible for Return

We do not accept returns in the following cases:

1. Items beyond the 30-day warranty period.
2. Items that have been opened or lightly used.

Standard Return Process

1. Contact us at info@hqek.com to initiate the return process.
2. Carefully package the item, ensuring it remains in its original condition and packaging.
3. Clearly include your name, order number, and reason for return inside the package.
4. Use a trackable shipping method to send the package to the provided return address.

To initiate a return, please contact our customer service team at info@hqek.com with your order number and reason for the return. We will provide you with further instructions on how to proceed.

Regarding return shipping costs, customers do not need to bear the return costs, and the shipping costs will be refunded to customers when the refund is made.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7-10 business days.

If you haven’t received a refund within the specified time frame, please first check your bank account. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at info@hqek.com.

Exchanges

If you need to exchange an item for a different size, color, or style, please contact our customer service team at info@hqek.com with your order number and details of the exchange request. We will provide you with further instructions on how to proceed.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at info@hqek.com so that we can resolve the issue for you promptly.

Order Cancellation

• To cancel an order, email us at info@hqek.com.
• You may cancel your order within 24 hours of placing it. If the order is canceled before it is shipped, no fees will be charged.

Change of Address

We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 24 hours of placing your order at info@hqek.com

Contact

Email: info@hqek.com 

Phone: +8618660266628

Address: Flat/Rm 8, 11/F, Wang Fai Industrial Building 29 Luk Hop Street, San Po Kong, Kowloon , Hong Kong SAR, 999077

Customer Service Hours: Monday to Friday, 10:00 AM to 5:00 PM (EST)

Contact Customer Experience within 30 minutes of placing your order during normal business hours Monday to Friday: 10:00am-5:00pm PST.

You can contact us through our contact page! We will be happy to assist you.