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 or in-store 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.

We proudly offer free standard shipping on all orders over $99 to the United States (excluding Alaska and Hawaii).

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.

(a) Return
If any items you purchased fail to meet your expectation, including defective, damaged, not as described, you can return them for a refund. Please attach the photos of the item you received to the email which you contact with our service team in order to make a return. In this way, we can improve our service quality and fulfill your return request as soon as possible.

To be eligible for returns, please confirm that:

-Items to be returned remain unused, undamaged, unwashed, and in original packing with original label

-You will pay for return shipping. For quality related returns, return shipping cost is refundable. Items not meeting the above criteria will be considered ineligible for a return.

After satisfying the above conditions, customers have 30 days from the date of receive to change your mind and return the itemsinfo@hqek.comhas to issue a refund. You can request a return by contacting us atinfo@hqek.com. After receiving the return item,info@hqek.comhas to issue a refund back to customers' account. Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

(b) Damaged Products
Any items damaged on arrival can be returned to return address for a full refund. Please note that if damage is only limited to the packing outside and the contents remain intact, products will not be considered damaged.

For further information on return authorization, please contact us atinfo@hqek.com.

(c) Return address:
FLAT/RM 8 11/F WANG FAI INDUSTRIAL BUILDING 29 LUK HOP STREET SAN PO KONG KL HONG KONG
Email:info@hqek.com
Telphone：+8613923746570
If you want to return your products, please contact us atinfo@hqek.com.

(d) Refund

We will do refund once we've received the item you've returned.

The refund will be returned in 7 business days after receiving your returns and after verification, please check your account.

There might be a little bit delay for your fund return request due to that we usually handle it in twice a week. Any question please contact us atinfo@hqek.com, we will reply you as soon as possible.

(e) Cancellation

You can cancel your order before your item is shipped:
(1) Your order could be fully refunded within 24 hours after purchase if it is has not been shipped.
(2) Your order could only be partial refunded more than 24 hours after purchasing.
Please contact us atinfo@hqek.comwhen you want to cancel your order.

Contact Customer Experience within 30 minutes of placing your order during normal business hours Monday to Friday: 9:30am-6:00pm PST.

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