FAQ
Welcome to HEQS NDIS!
At HEQS Group, we're more than just a furniture company; we're a team committed to enriching lives. Our dedication to quality and comfort aligns seamlessly with the needs and aspirations of NDIS users. This platform is specifically tailored for you, offering a range of furniture solutions that combine functionality, style, and the adaptability required for diverse needs.
How can we help?
Why I didn't get an email about my order delivery
After placing your order, we may need 7-10 business days to prepare your order. This will be our processing time to make sure that your order is accurate. For handmade and customized products, an extra 7-10 days are required to prepare them. This processing time does not include shipping time.
We will inform you of an email after shipment or if there is any delay. Please make sure you log into the right email account and please check your mailbox spam folder as well.
If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Care Team with Live Chat or Ticket.
What should I do if I did not receive a confirmation email?
If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder.
You may log into your account and click the "My Orders" button to see your orders. You may also submit a ticket online to find out more information about your order.
If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Care Team with Live Chat or Ticket.
How to change/modify billing address?
The billing address will be automatically generated to the same as the shipping address. If you want to change it, you can click on "Edit" at the check out page.
If you paid already, then no need to change the billing address, as we'll just ship the order to the shipping address that you left on our site.
Therefore, it does not matter that the billing address is different from the shipping address.
How long does it take for me to receive the package?
Orders has to be processed before it is shipped. The time you wait before receiving the package is made up of Processing Time and Shipping Time.
An order status of "Processing" means your order has been verified and put into processing procedure. Processing time is required because we need to confirm your contact information and delivery address, sort item(s), conduct strict quality checking and pack the item(s). When your order is packed properly, it will be handed in to the shipping company.
How long does it take for me to receive the package?
Orders has to be processed before it is shipped. The time you wait before receiving the package is made up of Processing Time and Shipping Time.
An order status of "Processing" means your order has been verified and put into processing procedure. Processing time is required because we need to confirm your contact information and delivery address, sort item(s), conduct strict quality checking and pack the item(s). When your order is packed properly, it will be handed in to the shipping company.
Why didn't I get my full refund?
We will offer a full refund for all returnable items, excluding the shipping fees, return insurance fee and non- refundable items ：bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).
Coupon codes and points will not be refunded as monetary value.
Can you refund the price difference?
The different period has different sale prices. Prices are subject to change based on the price in effect the day you checkout, unfortunately, we cannot refund you the price difference.
How do I change my email address?
We can't change/update our customers' email addresses as of now.
If you don't have orders or finished everything in previous orders, you can contact the Customer Care Team with Live Chat or Ticket to delete your account first. Then you can create a new account with a new email address. If you have unfinished order(s), please remember your order number and we suggest you can ask us to delete your email address after you receive your order(s). Then you can create a new account with a new email address.
Will you save my personal information?
We respect your privacy and keep your personal information confidential.
When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.