SHIPPING & DELIVERY
How much is the shipping fees for local shipping?
Standard local shipping within Singapore is free of charge for online orders above a minimum spend of S$50 and S$5 for all other online orders.
When will I receive my parcel?
Your parcel will be delivered to your address via our assigned courier service within 2-5 working days.
We'll need 1-2 working days to pack and dispatch your order via our assigned courier service. Once items have been processed and picked up, our courier will normally deliver within the next 1-3 working days.
For Hegen By Me orders, we will require 10-14 working days to pack and dispatch your order via our appointed logistics partner.
We deliver anywhere in Singapore, with the exception of offshore islands (e.g. Jurong Island, Tuas) and restricted zones (e.g. army camps, Changi Airport). Extra charges apply for Sentosa Island addresses.
Priority shipping is available at $20 for all online orders. Your parcel will be delivered to your address via our assigned courier service by the next working day.
We understand that many of you might need a replacement part or a product urgently and are unable to get it from the offline channels for various reasons.
To cater better to your needs, Hegen is providing an expedited shipping option – if you place your order before 12pm (Mon-Fri), you will receive it on the same day. If you place your order after 12pm (Mon-Fri) or on Sat/Sun, you will receive it on the next working day.
When will delivery take place?
For local delivery (Singapore), orders are delivered between 9am and 6pm, Mon to Fri, not including public holidays. Kindly ensure that there is a recipient to receive your items; if orders are undelivered during the first try, our courier will contact you to arrange another delivery attempt and you will incur an additional delivery charge. Exceptional circumstances beyond our control such as bad weather or courier delays may cause your order to take longer to deliver. During peak season and sale periods, delivery may also take a few more days.
The Hegen Online Store sells and ships products to end-user customers only. For purchases for other purposes, please email us at firstname.lastname@example.org with your enquiry.
Something wrong with your parcel?
If you believe you have received the wrong item, please reach out to us via the live chat below with your order reference, invoice/receipt, and a photograph of the item, or email us at email@example.com. Please note that items will have to be unopened and intact.
If you believe you have received a defective item, you can similarly reach out to us via the live chat below with your order reference, invoice/receipt as well as a photograph and description of the defect, or email us at firstname.lastname@example.org.
Upon verifying that you have received an incorrect or defective item, we will arrange for an exchange of the item at your convenience. If the replacement item is no longer in-stock, we will issue you a voucher for use on the Hegen Online Store instead.
For full details on our exchange and returns policy, please refer to this page.
Shopping outside of Singapore
There are more than 15 Hegen Online Stores in countries or regions around the globe. If you would like to purchase Hegen products outside of Singapore, please first check the International Store Directory below to find out if a Hegen Online Store serves your country or region. This allows you to see content specific to your location and helps you to save on shipping costs.
If your country does not yet have a Hegen Online Store, you may purchase from the Singapore Hegen Online Store and request for international shipment. Shipping costs are dependent on the weight of total purchase and delivery location. After you have added items to your cart and indicated your delivery address, the courier costs would be stated on the checkout page before you make payment. For certain delivery locations, you may also have an option among several international couriers. International orders take at least 10 working days to reach you depending on the destination.
Additional information on international shipments
Please note that all international shipments may be subject to import charges (duties, customs tariffs and goods & services taxes), which are set by the destination country and is entirely payable by the recipient. Hegen does not collect your duties and taxes during checkout and cannot predict what your particular charges may be. In the event you incur these additional charges, you must fulfil the charges in order for your package to clear customs.
Please note that some countries may have thresholds which, when exceeded, would disqualify the order as a cross-border online order. For example, China does not allow import of online orders above RMB1,000 and would qualify these as commercial shipments that require special clearance documents. In such instances, Hegen will not be able to assist with the importation clearance.
For more information regarding your country's customs policies, please contact your local customs office before you proceed with your order. Hegen shall not be held responsible for and will not issue refunds for goods held by customs.
International Store Directory
Hegen products are sold around the world through our cherished partners. Hegen’s international online stores are listed below.
Something wrong with your parcel?
If you believe you have received a wrong or defective item, please email us at email@example.com with your order reference, invoice/receipt, and a photograph of the item for further assistance.