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Q: How long will it take for my order to arrive?

A: Shipping times can vary depending on where you live and what you have ordered. Please see the "Shipping Policy" tab at the bottom of the Home page for further information.

Q: What's your cancellation policy?

A: At Heavania, we take pride in being environmentally conscious by only creating plushies on a made-to-order basis. While this may add a small delay in the processing time of your order, it ensures that we only produce what is truly needed. Rest assured, as soon as we receive your order, we immediately begin working on it. For those reasons, we don't accept cancellations once an order is placed after 48h. 

Q: How long will it take to process my order?

A: Processing time varies from product to product. It is usually 1-5 days for custom products and usually less for life-hacking Gadgets. 

Q. Will I receive a confirmation number when I place my order?

A. Yes, all customers will receive an order number after placing their orders. Please contact us if you don't receive one within 24 hours.

Q: I've ordered multiple items, will they be shipped together?

A: Not necessarily. Depending on what you have ordered, the items may need to be shipped separately and will therefore have separate tracking numbers for each item.

Q. Which currency will I be charged in?

A. We processes all orders in Euro. While the content of the cart is displayed in several currencies, you will checkout using Euro at the most current exchange rate.

Q: My tracking information hasn't updated, why is this?

A: Your package is 'scanned in' as it reaches each new checkpoint or distribution center for processing. It can take time to travel between these different checkpoints so please allow time for this information to update. If you have any queries regarding the tracking of your order please get in touch at support@heavania.com

Q: I've ordered the wrong color/size, can I change my order?

A: Sure! Just get in touch at support@heavania.com within 24 hours of your purchase and we can amend your order.

Q. Who can I contact if I have a problem with my order?

A. All inquiries can be forwarded to support@heavania.com

Q. How can I pay?

A. We offer safe and secure payment options via credit/debit cards (VISA & Mastercard) and PayPal. 
So you can choose the most suitable one for you. All products are listed in Euro, our system will automatically exchange your currency to make it easy for you when placing an order.

Q. Is Checkout on this site safe and secure?

A. You can be absolutely sure that all purchases here are safe and secure.

Q. If I enter my email address will you sell my information?

A. We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts.

Q. How can I make changes in my order?

A. It’s important to notify us if you would like us to make a change to your order, if your order has already been processed by our warehouse, any changes to your order is no longer possible.

Please make sure you send us an email as soon as possible at support@heavania.com for any changes you would like to make (such as your shipping address).

Q. How does sizing work?

 Q. Is my personal information safe?

A. Heavania.com adheres to the highest industry standards to protect your personal information.

 Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments.

 We don’t sell, lease or otherwise distribute any personal customer information.

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