Frequently Asked Questions

Welcome to HE4L's FAQ page. Find quick answers to the most common questions about ordering, payment, shipping, and returns.

Payment

What payment methods do you accept?

We accept the following payment methods for a secure and convenient checkout experience:

• Credit & Debit Cards: Visa, Mastercard, American Express, Discover, Diners Club, UnionPay, ELO
• Buy Now, Pay Later: Klarna
• Digital Wallets: PayPal, Google Pay, Shop Pay, Apple Pay

All payment options are displayed at checkout. Available methods may vary depending on your device.

My payment was declined. What should I do?

Payment declines can occasionally happen on the provider's side. Please try placing your order again or use a different payment method. If the issue persists, contact your bank or reach out to us at support@he4l.com.

Can I get an invoice for my order?

Yes. Please email support@he4l.com with your order number, and we will send your invoice promptly.

Orders & Delivery

How long does delivery take?

Our delivery times are made up of two parts:

• Processing time: 2–3 business days
• Transit time: 4–9 business days
• Estimated total: 6–12 business days

These are estimates and may vary due to carrier delays, weather, or public holidays.

How much does shipping cost?

Destination	Shipping Cost
United Kingdom	Free

Do you ship outside the UK?

We currently only ship within the United Kingdom.

My order is delayed — what should I do?

Most orders arrive within the estimated timeframe. If your order is delayed, check your tracking information. If you need further assistance, contact us at support@he4l.com.

Why was my order shipped in multiple packages?

Occasionally items are dispatched separately. If part of your order appears to be missing, the remaining items are typically delivered within a few days.

Returns & Refunds

How do I return an item?

You may return your order within 30 days of receipt. Email support@he4l.com with your order number to initiate the process. Full details are available in our Return & Refund Policy.

When will I receive my refund?

Once your return is received and inspected, refunds are processed to your original payment method within 10 business days. Your bank or card provider may require additional processing time.

Order Tracking

Where can I find my tracking number?

After your order is dispatched, you will receive a shipping confirmation email containing your tracking number. Also you can track your order in our Track Your Order page.

My tracking shows no updates — why?

Tracking information activates once the carrier has scanned your package. This can take a few hours after dispatch.

I didn't receive a tracking email — what should I do?

First, check your spam or junk folder. If you still can't find it, contact us at support@he4l.com and we will resend the information.

Customer Service

How can I contact customer service?

• Email: support@he4l.com
• Phone: +44 7838 137945
• Address: HE4L LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
• Response time: within 24 hours
• Business hours: Monday–Friday, 09:00–17:00 | Saturday–Sunday, 11:00–16:00 (GMT)