SHIPPING & PAYMENT
1. Placing your order
1.1 Confirmation of order
All orders are confirmed once we receive a 100% deposit.
1.2 Shipping costs & choice of couriers
Shipping costs are calculated based on the weight, volume, and destination of the items. We collaborate with reliable third-party shipping partners to deliver worldwide. You will be informed about the assigned shipping partner once your order is placed.
1.3 Payment methods
Advance payment is required for all orders to enter production. Production begins once the deposit has cleared in our account.
We accept payments via bank transfer or credit/debit cards: Visa®, MasterCard®, American Express®, Maestro®.
1.4 Countries and regions we deliver to
We offer insured worldwide delivery through our logistics partners. Our products can be shipped almost anywhere in the world.
1.5 Taxes and duties
We do not collect sales taxes outside the European Union. If you're ordering from a country or region where VAT or other duties apply, you may be required to report and pay these taxes separately. Tax obligations vary depending on your location. Please check with your local tax authority for more information.
2. Delivery
2.1 Tracking the delivery
Once your item is shipped, we will provide you with a tracking number. We stay in touch throughout the process and recommend our clients monitor their shipments as well.
2.2 Estimated delivery time
Production typically takes 8–12 working weeks. Once production is complete, delivery time is approximately 7–10 working days, depending on the destination.
2.3 Changes to estimated delivery
If unexpected events delay delivery, we or our shipping partners will inform you of any new estimated delivery dates.
2.4 Delivery day
For curbside or white glove delivery, someone must be present to accept the delivery, inspect the goods, and sign the delivery receipt. Curbside delivery requires meeting the driver at the street level.
2.5 Order inspection
Please inspect your order immediately upon delivery. If anything is damaged or missing, retain all packaging and paperwork and contact us right away. We will assess the situation and provide a solution.
3. Return policy
3.1 Returns
If you're not completely satisfied, contact us within 10 days of receiving the item. Returns are subject to a 25% restocking fee. Custom and made-to-order pieces are not eligible for return.
If you think you might return your item, we suggest keeping the original packaging—even with white glove delivery.
3.2 Return shipping costs
Customers are responsible for all return shipping costs, including any customs duties or taxes. Original delivery charges are non-refundable.
3.3 Return inspection and refund
Returned items will be inspected to confirm they are in original condition. Refunds (minus restocking and return shipping fees) will be processed via bank transfer. Delivery fees are refundable only if the product was damaged in transit or has a manufacturer defect.
4. Information we may need from you
4.1 Personal information
We may request information like your name and delivery address. Delays or additional costs may apply if the information is incorrect or incomplete.
4.2 Measuring
Please measure your entryways, hallways, and final destination before ordering to ensure your piece fits through all access points.
4.3 Remote deliveries
If you're located in a remote area, let us know in advance so we can plan accordingly. Delays may occur.
4.4 Scheduling your delivery
If you're unavailable to receive the delivery during the agreed timeframe, additional storage charges may apply.
4.5 Redelivery
If a delivery attempt fails due to no one being available, redelivery fees will be charged.
5. Assembly
Most of our pieces come fully assembled or require only light assembly (e.g., attaching legs). All necessary hardware is included. Tools are not provided.
6. Signatures
All deliveries require a signature upon receipt.
7. Large and bespoke items
Some large or custom pieces (such as stone installations or oversized furniture) may require special delivery arrangements or incur additional costs. We will contact you to coordinate these services.
8. Curbside delivery
8.1 Curbside delivery
With curbside delivery, you must be present to receive your order and help unload if needed. This service does not include moving the item indoors.
8.2 Freight shipping
For freight shipments, your item may arrive on a pallet or in a crate. You are responsible for disposal of the shipping materials and for inspecting the item upon arrival.
9. White glove delivery
9.1 White glove delivery
Our premium white glove service includes delivery, unpacking, light assembly, and setup in the desired room. Someone must be present to inspect and sign for the delivery.
9.2 Clear delivery area
Please prepare the space beforehand by clearing the area for the installation.
9.3 Original packaging
If you may return the item, we recommend keeping the packaging, even with white glove delivery.
9.4 Additional fees
White glove delivery is available for an extra charge. Contact us to request a quote.
10. Transfer of responsibility
Responsibility for the product passes to you once it has been delivered and signed for.
For questions, email us at hello@heklaproperty.com