FAQ
Frequently Asked Questions
GENERAL QUESTIONS
What is the status of my order?
Once you have placed your order, we will send you a confirmation email containing your order details. When your order is dispatched, you will receive a second email with your tracking number and courier details, so you can follow the status of your order at any time. You can also log into your account on our website to view your order history and current status.
Can I change or cancel my order?
We can only make changes to orders that have not yet been processed for shipping. Once your order reaches the status "preparing for shipping", "shipped" or "delivered", we can no longer accept edits — including changes to items, size, colour, quantity or shipping address.
If you need to change or cancel your order, please contact us at [email protected] as soon as possible with your order number. If the order has already been shipped, you may return it in accordance with our Return & Refund Policy.
I entered the wrong shipping address. What should I do?
Please email us immediately with your order number and the correct address. If your order has not yet been dispatched, we will do our best to update it. Once the parcel has been shipped, we are unable to change the delivery address, and we cannot be held responsible for delays or losses caused by incorrect address information.
An item in my order is out of stock. What happens?
On rare occasions an item may sell out after you place your order. If this happens, we will contact you by email to offer an alternative product, a replacement, or a full refund for that item — whichever you prefer.
Do I need an account to place an order?
No. You can check out as a guest. However, creating an account makes it easier to track orders, save your address for future purchases and view your order history.
PAYMENT
What payment methods do you accept?
We accept the following payment methods:
- PayPal — Abelheidi primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard, Visa, American Express and Discover.
- Secure Credit & Debit Card Payment — We also accept direct card payments via Visa, Mastercard, American Express, Discover, Diners Club and JCB, as well as digital wallets including Apple Pay and Google Pay.
All transactions are processed through a secure, encrypted connection, and we never see or store your full card details.
Which currency will I be charged in?
All of our transactions are based in USD (US Dollars). If your credit or debit card uses another currency, your bank will convert the amount using its own exchange rate on the date of processing. Any additional fees for international transactions or currency conversion are determined by your bank and are beyond our control.
Do you offer instalment payment options?
Yes, we accept payment in 3 instalments. You will be able to choose this option at checkout, where the full terms, instalment amounts and schedule will be shown before you confirm your purchase.
When will I be charged?
Your card or PayPal account is charged at the time you place your order, not when it is dispatched.
Will I have to pay customs duties or import taxes?
International shipments may be subject to import duties, taxes and customs fees imposed by the destination country. These charges are set by local authorities and are beyond our control, so they are the responsibility of the customer. We recommend checking with your local customs office before ordering if you are unsure.
SHIPPING
Where do you ship?
We ship worldwide, including Asia, North & Central America, Europe and Oceania. Orders over $39.99 USD qualify for free shipping. Delivery to a small number of destinations may be unavailable due to local regulations or carrier restrictions; if we are unable to ship to your location, we will notify you and issue a full refund.
How long does it take to ship my order?
Once you have placed your order, it usually takes 3 to 7 business days to process and dispatch it. After dispatch, estimated delivery time is 14 to 30 days, depending on the delivery method you choose and your country or region. Please also allow extra time during public holidays and peak seasons.
How can I track my package?
Once your order has been dispatched, we will send you a confirmation email with your tracking number and the courier's details. Tracking information may take 2–5 business days to become active in the carrier's system. If you have not received tracking details within 7 days of ordering, please contact us and we will check the status for you.
What if I'm not home when delivery is attempted?
If you are not home, a new delivery will normally be attempted on the next working day, or the delivery partner will contact you to schedule a new delivery date — depending on your country and the delivery method chosen. In some cases you may need to collect your package from your local post office. If a parcel is returned to us because it was unclaimed or not collected, we can reship it once the additional shipping cost has been covered.
My order hasn't arrived. What should I do?
Please check the tracking information first. If tracking shows no movement for an extended period, or the estimated delivery window has passed, please contact us at [email protected] with your order number and we will investigate with the carrier and offer a suitable solution.
RETURNS & EXCHANGES
Do you accept returns?
Yes, we accept returns provided the following conditions are met:
- The item was purchased from our online store;
- The item has not been used, worn, washed or damaged in any way, and is in its original condition with all tags and packaging;
- The return or exchange request is made within 30 days of delivery.
To request a return, please contact our customer service team at [email protected] with your order number and the reason for the return. We will provide you with a return authorization and the return address.
Can I exchange an item?
Yes, we accept exchanges, and they follow the same conditions as returns. When preparing your return with our support team, please mention that you would like your item exchanged for another item, and tell us which product you would prefer. Exchanges are subject to stock availability; if the requested item is unavailable, we will issue a refund instead.
Are returns free?
To return an item, please contact customer service to obtain a Return Address. After receiving the address, place the item securely in its original packaging and include your proof of purchase.
Your return shipment is free of charge in some cases:
- If the return is due to our error — for example, the item arrived damaged, defective or incorrect — you will not be charged for return shipping.
- If the reason for return is not the result of an abelheidi.com error (for example, change of mind, wrong size or colour ordered), the cost of return shipping will be deducted from your refund. The exact fee depends on the courier you choose.
How long does it take to process a return?
Returns are confirmed within 14 days of your package arriving at our warehouse. Once your return is accepted, the refund, exchange or store credit will be issued within 14 days of our team approving your return.
Depending on your bank or card issuer, refunds may take 1–2 billing cycles to appear on your statement. We will notify you by email once your return has been processed.
What items cannot be returned?
The following items cannot be returned or exchanged, unless they are defective, damaged or incorrect on arrival: perishable items, intimates and underwear, gift cards, custom or personalized items, and digital products.
STILL HAVE QUESTIONS?
If you still have any questions or concerns, please contact us at:
Email: [email protected]
Our customer service team aims to respond within 48 hours, excluding weekends and public holidays.