FAQs
1. DO I NEED AN ACCOUNT TO PLACE AN ORDER?
Not at all! You're welcome to check out as a guest. That said, creating an account comes with a few handy benefits:
- Faster checkout every time you shop
- Easy access to your order status and history
- Be the first to hear about new arrivals and exclusive promotions
2. WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards — VISA, Mastercard, Discover, and AMEX — as well as PayPal. Simple, secure, and flexible.
3. HOW SECURE IS MY ONLINE ORDER?
Very secure. All transactions are processed through an SSL-encrypted connection, meaning your payment details are protected at every step. We do not store your credit card information on our servers.
4. WILL I BE CHARGED IN A DIFFERENT CURRENCY?
All orders are processed in US Dollars (USD). If your card is in another currency, your bank will convert the total based on the exchange rate at the time of processing.
5. HOW DO I ENTER MY SHIPPING ADDRESS?
Please enter your shipping address in English, including punctuation. If your address contains non-English characters, substitute them with the closest English equivalent — for example, replace "ç" with "c".
6. CAN I CHANGE MY SHIPPING ADDRESS AFTER ORDERING?
Once an order has been processed or shipped, the shipping address can no longer be changed. Please double-check your address before confirming — and use your regular home address rather than a temporary one, as customs processing times can vary.
7. HOW LONG DOES DELIVERY TAKE, AND HOW DO I TRACK MY ORDER?
Delivery times depend on the shipping option selected at checkout. Once your order has shipped, we'll send your tracking number and the relevant tracking link by email. Please note that we are not responsible for delays caused by customs in your country.
8. WHAT SHOULD I DO IF ITEMS ARE MISSING FROM MY ORDER?
We're sorry to hear that! Please reach out to us right away at support@heauglow.com and we'll make it right.
Still have questions? We'd love to help — reach us directly at support@heauglow.com.