FAQs
How can I contact Hexagon Europe?
You can contact us via 3 methods:
1. Live chat in the bottom right corner.
2. Text or call on +47 94134393 +4917663860982
3. Email: info@hexagoneu.com
where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes
Where do you ship from?
We ship from Hong Kong and Norway
Can I change or cancel my order?
If you change your mind within 24hours after purchase we will refund your order, minus a $100.00USD administration fee. After 24hours we can not refund the sale, please ensure you are aware of the size of the system and the current electrical certifications before making your order.
We do not offer refunds, exchanges or returns for change-of-mind e.g if the item does no longer suits your needs, design, found a cheaper price or your timeframe changes.
In some circumstances, we will accept exchanges for another item, though if it has already been shipped to you, you will be liable for the cost of shipping the lighting system back to our Head Office in Norway, Germany, Romani, Italy and the costs for shipping the new item. The lighting system must be in new condition and in the original box and packaging.
You can contact us for any warranty or return questions at support@hexagoneu.com or us our contact form.
.What payment methods do you accept?We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
- Hexagrid Products: Shipped by express air, approximately 5-21 days from the receipt of payment given no shipping delays. During sales and holiday periods, expect delays. If a delay occurs out of our control a refund cannot be processed.
- Lighting Tunnels: Shipped by sea, 6-8 weeks
- Once an order is dispatched from our warehouse, Hexagon Europe cannot be held responsible for any delivery delays, missing, lost or stolen packages. If you are experiencing any of these issues, please contact the courier directly.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
Please be aware that Hexagon Europe is not liable for customs clearance fees in your country nor are we responsible for holding times of packages by customs.
Our prices on our online store do not include relevant overseas duties and other customs charges you may incur when purchasing and importing to your country.
These costs are determined by your local customs office and are outside of our control. Please familiarise yourself with your country's customs charges and levies prior to placing an order.
Get lit is not responsible if customers are not notified by their country's postal authority that items are awaiting payment of customs duties and taxes. Please keep an eye on your shipment when tracking number is provided to avoid delays.
How do I return an item?
Please contact us at support@hexagoneu.com
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?