Order Placement
Q: How do I place an order?
A: To place an order, browse our products and click on the item you wish to purchase and click ‘Add to Cart.’ When you’re ready to check out, click on the cart icon and follow the instructions to complete your purchase.
Q: What payment methods do you accept?
A: We accept various payment methods, including Cash on Delivery, Credit/Debit cards and KOKO. The available options will be displayed during the checkout process.
Q: Are there any restrictions on payment options?
A: For orders with a value less than 800LKR or more than 10,000LKR, payment must be made by a Credit/Debit Card
Order Delivery & Tracking Information
Q: Do you offer free shipping?
A: We offer free shipping for the orders above 4000.00 LKR
Q: How long will it take for my order to be delivered?
A: We deliver to your doorstep within 1-3 working days if you're in Colombo and within 2-4 working days for areas outside Colombo. Orders placed after 2:00 PM on Fridays will be processed on the following Monday.
Q: Do you offer international shipping?
A: We Only do island wide deliveries. Sorry for the inconvenience Caused.
Q: How can I track my order?
A: After your order has been dispatched, you will receive your tracking code with a link as a SMS. You can use the same link to track your order.
Q: What should I do if I receive the wrong item, or my order is damaged?
A: If you receive the wrong item or if your order arrives damaged, please contact our customer support team on 077 409 1605. Provide your order number and photos of the incorrect or damaged items.
Q: Can I change my shipping address after placing an order?
A: To change your address, contact our customer support on 077 409 1605 immediately. We can modify the address if the order hasn’t been processed or shipped. Once shipped, address changes cannot be made.
Order Cancellation & Refund
Q: Can I cancel my order?
A: Yes, you can only cancel your order before it gets dispatched. Please call our hotline and request cancellation.
Q: What is your refund policy?
A: If you cancel your order or return a product due to a manufacturing defect any sum debited by us to your credit/debit card will be refunded.
Q: How do I request a refund?
A: To request a refund, please contact our customer service via 077 409 1605 with your order details and the reason for the return. Once approved, we will process the refund to your original payment method.
Q: How long does it take to process a refund?
A: Refunds are typically processed within 3-4 business days. The exact timing may vary depending on your bank or payment provider.
Rejecting and Returning orders
Q: What is the general return policy?
A: The customer is responsible for verifying the products before accepting delivery and cannot reject or return the products once they have been accepted.
Q: What is the return policy for Damaged/wrong orders?
A: The Customer is entitled to reject products at delivery if they do not match the order, are damaged, or are in poor condition. The Customer must notify customer support via 077 409 1605 with order details on the same day.
Promotions and offers
Q: Are there any promotions, discounts, or offers currently available on the site?
A: Yes, you can check our homepage or promotions page via
https://stg.hemasestore.com/sale-products/ for the latest deals.
Q: How do I apply a coupon to my order?
A: During checkout, enter your coupon code in the designated field and click apply to see the discount reflected in your total.
Additional Information
Q: How can I contact customer support?
A: You can reach our customer support team through the ‘Contact’ page via
https://stg.hemasestore.com/contact-us/. We offer support via email, Whats App chat, and phone. Our support hours will be 8.30am to 5.00pm on weekdays.
Q: How can I purchase Hemas products for my online business?
A: Get registered your website as a customer via sending an inquiry to estore.consumer@hemas.com by providing the details on Contact Us Page
Q: Further Questions/ Inquiries
A: Please contact 077 409 1605