Customer Service - FAQs

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Where do you ship to?

We ship all over the world.

Can I ship to multiple addresses?

At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

When will my order be delivered?

To estimate the total delivery time for immediately available items, please allow up to three business days from your order date, in addition to the time required for delivery. To estimate the total delivery time for pre-ordered items, please refer to your order confirmation e-mail. The dates will also be listed on the product pages and during checkout once the item is added to your shopping bag. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.

How can I track my order?

Hemcael will send you several e-mails during the order process to keep you informed of the status of your purchase. Please note that we do not provide tracking numbers for security reasons. You will receive a shipment confirmation e-mail with a tracking link in order to track your shipment. We will then e-mail a delivery confirmation once we receive notification from our courier that your purchase has been delivered.

Is a signature required upon delivery of my order?

For security reasons, for all purchases made on the signature of the client (or of an adult nominated representative) is required. All orders are delivered by our courier. If no one is available to sign for the package, the courier will make a total of 2 delivery attempts, on 2 consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, the package will be returned to Hemcael. The courier may require the person who collects the package to show his/her ID.

Which shipping options are available and what are the shipping fees?

For orders with total products over € 600,00 the standard shipping is free. From the moment the order leaves our warehouse, we deliver in 1-3 business days. All orders are processed from Monday through Friday, excluding holidays. Hemcael cannot be held responsible for unforeseen delivery delays beyond its control.