سياسة الشحن

Last Updated: October 1, 2026

At Hekaya Books, we are committed to providing you with a smooth and reliable shopping experience. This policy outlines how we handle shipping, returns, and refunds across our global operations.

Shipping Information

We ship from three main fulfillment centers:

  • Canada – serving North and South America

  • Netherlands – serving Europe and international destinations

  • United Kingdom – serving the United Kingdom only

Processing Time

Orders are typically processed and shipped within 3–5 business days. You will receive a confirmation email with tracking details once your order has been shipped.

Please note that delivery times may vary based on destination, customs clearance, and local courier delays.

Shipping Responsibility

Once your order has been dispatched, delivery is handled by the applicable shipping carrier. Delivery times may be affected by carrier delays, customs clearance, weather, or other circumstances beyond Hekaya Books' reasonable control.

If a package is returned to us due to an incorrect address, unclaimed delivery, or the recipient's absence, the customer may be responsible for:

  • The cost of return shipping

  • The cost of re-shipping the order if they wish to receive it again

Shipping fees are non-refundable in such cases, except where otherwise required by applicable law.

Returns & Refunds

We want you to love your books and products. If for any reason you are not satisfied, we offer a clear and straightforward return policy.

Return Window

You may request a return within 14 calendar days of receiving your order.

To be eligible, items must be:

  • In their original condition (unused and undamaged)

  • In their original packaging

  • Accompanied by proof of purchase

This voluntary return policy does not limit any cancellation, return, refund, or other rights that may apply under applicable consumer protection laws.

Return Shipping Deadline

Once your return request has been approved by Hekaya Books under this voluntary return policy, the item must be shipped back within 7 calendar days.

Returns that are not shipped within this period may be considered expired and the return authorization may be cancelled, except where a longer period or different return procedure is required by applicable consumer protection laws.

We recommend keeping your shipping receipt and tracking information until your return has been received and processed.

How to Initiate a Return

To request a return, please contact us at hello@hekayabooks.com with your order number and details.

All returns under this voluntary return policy must be approved in advance. Unauthorized returns may not be accepted.

The customer is responsible for the return shipping cost, except where Hekaya Books is responsible for the issue or where applicable law requires otherwise.

We recommend using a trackable shipping service to ensure your item is returned safely.

Damaged or Incorrect Items

Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us as soon as possible at hello@hekayabooks.com with photos.

We will review your case and offer a replacement or refund as appropriate.

Your legal rights regarding defective or non-conforming products are not affected by this policy.

Non-Returnable Items

The following cannot be returned under Hekaya Books' voluntary return policy:

  • Digital products (eBooks)

  • Custom or personalized products

  • Gift cards

  • Final sale items

  • Used or damaged items not due to our error

These exclusions do not limit any rights that cannot legally be excluded under applicable consumer protection laws.

Refunds

Once your return is received and inspected, you will be notified by email. If approved under this voluntary return policy, your refund will normally be processed to your original payment method within 10 business days.

Please note:

  • Shipping fees are non-refundable, except where Hekaya Books is responsible for the issue or where applicable law requires otherwise.

  • Your bank or card provider may take additional time to post the refund.

  • If 15 business days have passed since your refund was approved and you have not received it, please contact us.

  • Where applicable consumer protection laws establish a different refund deadline, the legally required deadline will apply.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original product and place a new order, subject to the applicable return conditions.

European Union Cooling-Off Period

For customers in the European Union, additional consumer rights may apply.

Where the EU 14-day right of withdrawal applies, you generally have the right to cancel your online purchase within 14 days of receiving the goods, without giving a reason.

The statutory right of withdrawal is subject to applicable EU rules and exceptions. Return shipping costs are generally the customer's responsibility where permitted by law, unless Hekaya Books has agreed to cover them or applicable law requires otherwise.

This statutory right is separate from Hekaya Books' voluntary return policy and does not limit any mandatory consumer rights that may apply.

Contact Us

If you have any questions or concerns about shipping, returns, or refunds, please contact us at: