Shipping and Tracking
Learn more about tracking and shipping your order
To track your order, go to the page track my order and enter the tracking number you received in your shipping confirmation email.
You have 24 hours after placing your order to notify us of an address change via email at customer@hecten.com. After this time, no return or refund can be granted.
24 to 72 hours are required to process and ship your order. Delivery time ranges from 5 to 12 days depending on your shipping method and destination country.
To create or log in to your account and enjoy offers, coupons, order history, and direct access to your invoices, visit the My Account area.
We deliver worldwide. Check that you are on Hecten.com in the right country. Check that the country (the country to which you will be delivered) is correct in the menu at the top of the site. Before you pay for your order, you can choose your preferred delivery method.
For logistical reasons, we may deliver your order in two separate packages. If so, we fully cover the additional shipping cost. If your order included several items and not all have arrived, it may have been split into multiple shipments.
We deliver worldwide, and you don’t have to pay any customs fees—everything is covered by Hecten.com.
For your convenience, all our prices include VAT. If you are a business, you can request a VAT-exempt invoice by emailing customer@hecten.com.
We do not store any payment or credit card data. Our site uses certified and secure external payment processors such as PayPal or Stripe so you can shop safely online.
Contact the customer service
Use this form to contact customer service via email at customer@hecten.com
Returns and Exchanges
Return an item, request an exchange or a refund
The return and exchange period is 14 days.
You can find all our detailed return conditions on our return and refund policy page.
If you received your order and an item is missing or incorrect, please contact our customer service at customer@hecten.com
If your order arrived damaged, collect all proof that shows the items were damaged during delivery. Prepare photos and videos.
Send us photos of the damaged packaging and the affected products as soon as you receive the package by email at customer@hecten.com.
Returns and exchanges should be sent to the company headquarters at the following address:
SASU OVOORO
19 ALLÉE DE BRIENNE
31000
TOULOUSE
FRANCE
Please contact us by email before sending back your item at customer@hecten.com.
If you want to request an exchange, contact our customer service at customer@hecten.com.
Depending on the reason, shipping cost, and number of items, shipping fees may be offered, shared, or fully at your expense.
If the shipping address is incorrect and the 24-hour notice period has passed, we can no longer guarantee delivery or a refund if the parcel cannot be retrieved.
However, we do everything possible to notify our logistics partner of the address change during transit. This process takes time, so please contact us as soon as possible at customer@hecten.com.
You can cancel or modify an order within 24 hours of placing it.
Contact us as soon as possible at customer@hecten.com.
If the 24-hour period has passed and your order has been shipped, cancellation or modification is no longer possible. You’ll need to wait for delivery to initiate a return or place a new order if needed.
To pre-order an out-of-stock item, contact us at customer@hecten.com to place a priority order for our next stock.