FAQs

1. What currency is used on hormelis.com?

All purchases made through hormelis.com are processed in Euros (EUR). Product prices, shipping charges, refunds, and other transaction amounts are calculated and processed in EUR.

If your card, bank account, PayPal account, or other payment method uses another currency, your payment provider may apply its own exchange rate or foreign transaction fee.

2. What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, JCB, PayPal, Google Pay, and Apple Pay. The payment methods available at checkout may vary depending on your device, browser, location, card issuer, or payment provider.

For additional information about payment processing and transaction security, please review our Payment Policy.

3. How are payments processed and protected?

Payments are securely processed through third-party payment service providers including Stripe and PayPal. Sensitive payment credentials are transmitted to the applicable payment provider for authorization and processing.

HORMELIS, LLC does not store customers' complete card numbers, CVV or CVC security codes, bank login credentials, PayPal passwords, or complete digital-wallet payment credentials in our website database.

Our website uses HTTPS and SSL/TLS encryption, while supported payment providers may use PCI-DSS compliant infrastructure, tokenization, fraud monitoring, and 3-D Secure authentication where applicable.

4. What should I do if my payment fails?

A payment may fail because of incorrect billing information, insufficient funds, card issuer restrictions, authentication requirements, fraud-prevention checks, or a temporary technical issue.

Please verify your payment details and try again. If the problem continues, contact your bank, card issuer, PayPal, or the applicable payment provider. You may also contact us at [email protected] if you need assistance with an order.

5. Where do you ship?

We provide worldwide shipping to supported destinations, including the United States, Europe, and other international regions.

Delivery availability may depend on carrier coverage, destination accessibility, local restrictions, customs requirements, and other delivery conditions. For full shipping information, please review our Shipping Policy.

6. How long does order processing take?

Orders are normally processed within 1–4 business days after payment has been successfully confirmed. Processing includes order verification, preparation, packaging, and transfer to the applicable logistics carrier.

Processing time is separate from shipping time. Business days generally exclude weekends and public holidays.

7. How long does shipping take?

Estimated shipping times after processing are approximately:

United States: 7–14 business days
Europe: 8–16 business days
Other Worldwide Destinations: 10–20 business days

These timeframes are estimates rather than guaranteed delivery dates. Customs inspections, weather, carrier congestion, public holidays, remote destinations, or transportation interruptions may affect delivery times.

8. How much does shipping cost?

Our current standard shipping rates are:

United States: €5.99. Orders of €120.00 or more qualify for free standard shipping.

Europe: €9.99. Orders of €149.00 or more qualify for free standard shipping.

Other Worldwide Destinations: €14.99. Free shipping is not currently offered for other worldwide destinations unless otherwise stated during checkout.

9. How can I track my order?

Customers can track their order at /track-order/. Once tracking information has been created, the first carrier scan or update may take approximately 48–72 hours to appear.

Tracking may temporarily stop updating while a parcel is moving between facilities, crossing international borders, undergoing customs clearance, or being transferred to a local delivery provider.

10. Will I need to sign for my delivery?

A signature may be required depending on the destination, parcel value, carrier, or delivery service used. If no one is available to receive a shipment requiring a signature, the carrier may attempt delivery again, provide collection instructions, or hold the parcel at a local facility.

Customers are responsible for providing a complete and accurate delivery address when placing an order.

11. Will I have to pay customs duties or import taxes?

Orders delivered within the United States will not be charged import customs duties to the customer in connection with international importation.

For destinations outside the United States, customs duties, import taxes, VAT, brokerage fees, customs clearance charges, or similar government-imposed charges may apply. Where such charges are imposed and are not expressly included at checkout, they are the responsibility of the customer.

12. What should I do if my parcel arrives damaged?

If your parcel arrives damaged, opened, crushed, torn, wet, or otherwise visibly affected during transportation, please contact us at [email protected] within 48 hours of delivery.

Please provide your order number and clear photographs of the outer package, shipping label, internal packaging, and affected product where applicable. Keep the original packaging until the issue has been reviewed.

13. How long do I have to request a return?

Customers may request a return within 30 days from the date the order is delivered. The carrier's recorded delivery date will normally be used to determine the beginning of the return period.

Please contact us at [email protected] before sending any product back so that we can provide the appropriate return instructions.

For full details, please review our Refund and Returns Policy.

14. What condition must home textile products be in for a return?

Customers may carefully inspect a home textile product after delivery to review its size, color, texture, material, appearance, and general suitability.

For a standard return, the product should remain unused, unwashed, unaltered, undamaged, and suitable for resale. Returned textiles should not contain stains, odors, pet hair, smoke, makeup, food residue, detergent, fabric softener, signs of prolonged use, cutting, sewing, or other alterations.

Original packaging, labels, tags, protective materials, and accessories should also be included where applicable.

15. Who pays for return shipping?

For standard returns caused by change of mind, personal preference, size preference, color preference, or another reason not caused by an error on our part, the customer is responsible for return shipping costs.

If we confirm that an incorrect product was sent or that an eligible product arrived damaged or defective, we will review the appropriate return, replacement, or refund solution based on the circumstances.

16. How long does a refund take?

Once a qualifying return or refund has been reviewed and approved, the refund will be processed within 7 business days and returned to the original payment method used for the order.

After we submit the refund, your bank, card issuer, Stripe, PayPal, or other payment provider may require additional time before the funds appear in your account.

Refunds are processed in Euros (EUR). Currency conversion differences may occur if your original payment account uses another currency.

17. How is my personal information protected?

hormelis.com is a self-hosted store built on WordPress and powered by WooCommerce. We use security measures such as HTTPS, SSL/TLS encryption, restricted administrative access, authentication controls, secure hosting practices, software updates, monitoring measures, and protected backups to help safeguard customer information.

Sensitive payment credentials are handled by third-party payment providers such as Stripe and PayPal rather than stored as complete payment credentials in our website database.

For information about personal information, cookies, data retention, international transfers, GDPR rights, and service providers, please review our Privacy Policy.

18. How can I contact you if I have a question about my order?

If you need help with an order, payment, delivery, tracking, return, refund, or another customer-service matter, please contact us at [email protected]. When contacting us about an existing order, please include your order number and a clear description of the issue so that we can review the relevant information efficiently.

You can also contact us using the information below:

HORMELIS, LLC
Address: 1250 N Mill St, Ste 105, Naperville, IL 60563, US
Phone: +1 (630) 646-8120
Email: [email protected]

For additional information, please review our Shipping Policy, Refund and Returns Policy, Payment Policy, Privacy Policy, and Terms of Service.