FAQ

Here’s a list of frequently asked questions. If you still can’t find an answer to your question, our customer service is happy to help!

COVID-19 INFORMATION

- We are currently still able to deliver worldwide. However, please allow extra time for your order to arrive as there are extra procedures in place which may cause delays in your country.

- We are monitoring the situation closely and will advise of any changes. If you have any specific questions relating to your order, please contact us. (link)

ORDERS

How do I place an order? Check this through when Shopify completed

1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.

2. If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart and view the products you have already added.

3. Click ‘Go to checkout'. You can order as an existing HEI Schools customer, register as a new HEI Schools customer or order as a guest user without registering. Please note, if you are one of our Learning Center customers, the product details will slightly differ from the main view.

4. Enter your shipping and billing details.

5. Choose your preferred payment method and delivery method.

6. Click ‘Go to payment’ to complete your order with our secure payment gateway.

7. Once your payment is completed, you’ll see a summary of your order and you will receive an order confirmation.

How can I return my purchase?

We offer refunds for all products returned within 30 days of purchase,if they are returned in their unopened and original condition. If you would like to return an item purchased online, please contact us. Please note, the cost of the return is to be paid by the customer. (link)

Can I cancel or amend my order?

Please contact us if you wish to cancel or amend your order. Although we cannot guarantee this, we will happily do our best for any orders that have not already been processed.

TAXES

Taxes / Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown on your web store?

- All prices are exclusive of VAT.

- Any possible local duties and/or taxes are to be paid by the customer. Packages are shipped as Delivery Duty Unpaid (DDU) which means the recipient is responsible for payment of all applicable duties, taxes and other fees. Please contact your local customs office for more information.

Payment security - EXAMPLE

- The security of our customers' personal and credit card information is paramount and we continue to invest in the development of robust security systems.

- Our website is encrypted with Secure Sockets Layer (SSL) certificates, which creates a secure transaction area in which to enter your payment information. You can be sure that you have entered a secure area as a small padlock symbol will appear in the address bar of your browser.

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Payment options

- We accept different credit cards (Visa, Mastercard, American Express) as a payment method through either Stripe or Paypal. pls confirm

SHIPPING

Delivery options and shipping costs

We offer tracked shipping with UPS.

Tracking your parcel

You will receive a tracking number by email when your order has been dispatched. For customers with a registered online profile, tracking information may also be accessed from within the Order History section of your account. - pls confirm if possible

Where will my order be shipped from?

Your order will be shipped from HEI Schools HQ in Helsinki, Finland.

Do you offer international shipping?

Yes. Placed orders can be delivered to international destinations.

Where do you deliver to?

We deliver worldwide to personal and business addresses. We are not able to deliver to the following: VAT-free areas, PO Box addresses, hotels, hostels or army barracks.

What should I do if my package gets damaged in transit?

If an item has been damaged in transit, HEI Schools will provide you with a replacement or a full refund. Please contact us with your order details, describe the issue with an accompanying photo of the damaged item. (link the above)