Frequently Asked Questions
Welcome to the Heyaki FAQ section — your quick guide to shopping with confidence.
Below you’ll find answers to the most common questions about our products, services, and policies.
Need further help? Our customer care team is always happy to assist:
▹ Email: care@heyaki.com
▹ Phone: +447846854102
▹ Address: 125 Ealing Road, Wembley, HA0 4BP, United Kingdom
General Questions
Q: What is Heyaki?
A: Heyaki is a UK-based online store offering carefully selected products designed to combine quality, practicality, and confidence for everyday use. Our aim is to provide a smooth, reliable shopping experience for customers across the United Kingdom.
Q: How can I reach customer support?
A: You can contact our support team by email at care@heyaki.com or by phone at +447846854102 during our support hours.
Orders & Shipping
Q: How do I place an order?
A: Browse our products, select the items you wish to purchase, add them to your cart, and proceed to secure checkout through our website.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, including:
▹ Visa
▹ MasterCard
▹ American Express
▹ All payments are processed securely in GBP (£).
Q: How long does delivery take?
A:
▹ Orders are processed within 1–2 business days
▹ UK delivery typically takes 2–5 working days
▹ Most customers receive their orders within 3–7 working days from order confirmation.
Q: Do you offer international shipping?
A: No. Heyaki currently ships within the United Kingdom only.
Q: Is shipping free?
A: Yes. We offer free standard UK shipping on all orders.
Q: Will I receive tracking information?
A: Yes. Once your order has been dispatched, you will receive a shipping confirmation email with your tracking link.
Returns & Exchanges
Q: What is your return policy?
A: Eligible items may be returned or exchanged within 30 days of delivery, provided they are:
▹ Unused
▹ Unworn
▹ Unwashed
▹ In original packaging with tags attached
Q: How do I return an item?
A: Email care@heyaki.com with your order number and reason for return.
If approved, we will provide:
▹ A free printable UK return label
▹ Packing instructions
▹ A Return Authorisation Number
Q: How are returns handled?
A:
▹ All returns are processed by mail only
▹ A free pre-paid UK return label is provided for approved returns
Q: Do I have to pay for return shipping?
A: No. All approved returns include a free UK return label.
Q: Can I exchange a product?
A: Yes. Exchanges are accepted within 30 days for:
▹ A different size
▹ A different colour
▹ A different product of equal value
▹ Replacement items are shipped free of charge.
Q: How long do refunds take?
A:
▹ Refunds are processed within 7 business days after the returned item is received and approved
▹ Refunds are issued to the original payment method in GBP (£)
Q: Are there items I cannot return?
A: Yes. The following items are non-returnable:
▹ Items removed from sealed hygiene packaging (e.g. underwear)
▹ Personalised or custom-made products
▹ Items marked as non-returnable
Products
Q: Are your products high quality?
A: Yes. All products sold by Heyaki are carefully selected and checked to meet our quality standards for durability, comfort, and reliability.
Q: How do I choose the right size?
A: Many product pages include size guidance.
▹ If unsure, contact us at care@heyaki.com and our team will be happy to assist.
Q: Do you offer sustainable products?
A: We aim to gradually expand our range to include more responsibly sourced and eco-conscious products over time.
Account & Security
Q: Do I need an account to shop?
A: No. You can check out as a guest.
Creating an account allows you to:
▹ Track your orders
▹ Save your details
▹ Access exclusive updates and offers
Q: Is my personal information secure?
A: Yes. Heyaki uses SSL encryption and secure, PCI-compliant payment processors to safeguard your personal and payment information.
Q: How do I subscribe to the newsletter?
A: Enter your email address at the bottom of our website to receive updates on new products, promotions, and announcements.
Contact Us
Email: care@heyaki.com
Phone: +447846854102
Address: 125 Ealing Road, Wembley, HA0 4BP, United Kingdom
Support Hours (GMT – London):
Monday–Friday: 9:00am – 5:00pm
Saturday & Sunday: 10:00am – 2:00pm
▹ We respond within 24 hours
▹ For additional support, please visit our Contact Us page