shipping and return policies

shipping policy

domestic shipments

we offer free shipping in the u.s. on orders over $35. if your order is under $35, we simply pass the exact shipping rate we have onto you! we can not be responsible for what happens to shipments once they leave our facility. those shipments then become the responsibility of the carrier and the customer. we pass the items off to a third party logistics carrier, that being usps. we can't be accountable for the mistakes or errors of a third-party. for this reason, we offer shipping insurance at checkout. this will help to cover any lost, damaged, or stolen packages. if any of those things occur, the insurance will be able to either refund you or place a new order on your behalf.

if shipping insurance is opted out of, we, unfortunately, can't do anything to further assist you. international shipments

we currently do not offer international shipments but plan to in the near future. please check back soon!

return policy

please reach out to our customer service team at our team will be able to assist you with all eligible returns. please keep in mind, after an order is placed, we cannot guarantee that changes can be made to the order or shipping address before the order is shipped out. domestic return policy for hei skincare

hei skincare has a 30-day return policy, from the time of package arrival. we also have a 100% satisfaction guarantee and our number one goal is your satisfaction. we will do all that we can to make sure that happens within our guidelines. if you find that within this time frame, your scalp or hair does not respond well to the products, or you would simply like to find a better product, you are welcome to reach out to our customer service team via email and we will take care of you.

we require all returns to be processed through our customer service team, if you do not reach out to them, and return your products without their consent, reimbursement can not be initiated.

if a refund is approved by our team, please note that return shipping charges will be deducted from your reimbursement, unless the package was incorrectly shipped, or you received defective merchandise. we also require customers to package their returns appropriately. if products are returned and damaged in shipping, we, unfortunately, cannot honor a reimbursement.

damaged or missing product

if your product is damaged, was never delivered, or is not what you ordered please reach out to customer service within 7 business days of when the package was delivered. contact for assistance.

cancellation or order change

if you would like to cancel or make changes to your order, we ask that you reach out to us at

if your product has already shipped prior to a cancellation request or order change request we ask that you then refer to our return policy for further instruction. late or missing refunds

if you haven’t received a refund yet, first check your bank account again. then contact your credit card company, it may take some time before your refund is officially posted.

next, contact your bank. there is often some processing time before a refund is posted. if you’ve done all of this and you still have not received your refund yet, please contact us at

if you have any further questions, please reach out to us at and we will be more than happy to assist you!