FAQs & Help
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club) as well as PayPal. All transactions are processed in USD.
What should I do if I made a mistake on my order?
Please contact us immediately at support@hateefy.com. If you catch the error within 24 hours, we can usually update your shipping address or order details before the item is dispatched from our Maryland facility.
Where does Hateefy ship to?
We currently provide premium international shipping to:
North America: United States, Canada.
Europe: UK, France, Germany, Italy, Spain, Belgium, Netherlands.
Oceania: Australia, New Zealand.
Will I be charged customs duties or VAT?
No. Hateefy operates on a Delivered Duty Paid (DDP) basis. This means we calculate and pay all import duties, VAT, and customs taxes in advance. The price you see at checkout is the final price you pay—no surprise fees at your door.
How long does shipping take?
North America: 5 – 9 business days.
Europe & Oceania: 7 – 15 business days. Please note that all orders require 1–2 business days for hand-inspection and processing before they are handed over to the carrier.
Can I cancel my order?
Yes. We offer a 24-hour cancellation window. You can cancel any order for a full refund within 24 hours of placement. Once this window has passed or a tracking number has been generated, the order is in transit and cannot be canceled.
How do I change my order?
Email us at support@hateefy.com within 24 hours of your purchase. We can assist with changing the wood finish or quantity as long as the order has not yet been processed for shipping.
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be in their original, unused condition and packaging. For “Change of Mind” returns, the customer is responsible for the return shipping costs to our Maryland workshop.
My item arrived damaged. What should I do?
We take full responsibility for transit damage. Please contact us within 72 hours of delivery at support@hateefy.com with photos of the damaged candlestick and the packaging. We will ship a brand-new replacement to you immediately at no extra cost.
How long do refunds take?
Once a refund is approved, we process it within 7 business days. Please allow an additional 5–10 business days for your bank to post the funds to your original payment method.
How do I maintain my wooden candlesticks?
Our candlesticks are crafted from natural hardwoods. To keep them in perfect condition:
Cleaning: Use a soft, dry microfiber cloth to remove dust.
Avoid Moisture: Do not use water or liquid cleaners, as wood is hygroscopic and may warp.
Sunlight: Keep away from long periods of direct sunlight to prevent the natural wood grain from fading.
