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Frequently Asked Questions

CAN I CHANGE MY ORDER?

Please contact info@hebebotanica.com as soon as possible. We will do our best to accommodate your request however there is no guarantee that any changes can be made once an order is placed.

 

CAN I CANCEL MY ORDER?

Unfortunately we are not able to cancel an order once it has been placed.

 

CAN I RETURN MY ORDER?

We offer a 30-day guarantee on all of our products. If you’re unhappy with a product for any reason, please feel free to initiate a return at our return centers.

Please see our terms of service for additional details about our return policy.

 Please note, Hebe Botanica reserves the right to refuse all returns, reshipments and refunds.

In the unlikely event that a product arrived damage, the customer must contact customer service within 48 hours of receipt. Customer must include photos of the issue and a screenshot of your order confirmation email.

 

HOW CAN I CHECK THE STATUS OF MY ORDER?

Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order. Or you can check your order status at: Order Tracking

 

WHY WAS I CHARGED TWICE?

You will only be charged for what you purchased, if you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically. However if it still remains and you are positive you only placed one order, please send us an email to info@hebebotanica.com with a screenshot of the duplicate charge for further assistance.

 

I HAVE NOT RECEIVED AN ORDER CONFIRMATION, WHAT SHOULD I DO?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at info@hebebotanica.com with your inquiry.

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept online payments through Visa, Mastercard, American Express, Apple Pay and Paypal. Installment payment is available via ShopPay by Shopify.

We also accept cryptocurrency tokens such as Bitcoin, Ethereum, Bitcoin Cash and Litecoin. 

 

MY ITEMS ARRIVED DAMAGED, WHAT SHOULD I DO?

Please contact us immediately, within 48 hours receiving the order, at info@hebebotanica.com Please provide us with your order number and some photos of the damage product/s.

 

I RECEIVED INCORRECT ITEM/S WHAT SHOULD I DO?

Please contact info@hebebotanica.com within 48 hours receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.

 

WHAT’S YOUR RETURN POLICY?

We offer a 30-day guarantee on all of our products. If you’re unhappy with a product for any reason, please feel free to initiate a return at our return centers.

Please see our terms of service for additional details about our return policy.

 Please note, Hebe Botanica reserves the right to refuse all returns, reshipments and refunds.

In the unlikely event that product/s arrive damaged, the customer must contact customer service within 48 hours of receipt. Customer must include photos of the issue and a screenshot of your order confirmation email.

 

I REFUSED MY DELIVERY, WHERE IS MY REFUND?

Refused delivery will incur a $10 restocking fee and outbound shipping will not be refunded. Hebe Botanica is not responsible to additional tax or fee subjected to customs regulations outside of US.

Please allow up to 5 business days for your refund to appear once we processed the return.

 

MY PACKAGE IS STUCK AND TRACKING SHOWS NO MOVEMENT, WHAT DO I DO?

For domestic orders, package can only be considered lost if there has been no movement for 10 business days from the day it was shipped. Please send an email to info@hebebotanica.com if your shipment shows no movement from the carrier's tracking information.

 

I PUT THE WRONG ADDRESS ON MY ORDER, PLEASE HELP!

Please be careful when entering your shipping address, Hebe Botanica will not be responsible for orders sent to the incorrect delivery address provided by the customer.

 

HOW CAN I FIND OUT MORE INFORMATION ABOUT A PRODUCT?

Product details can be found on the product page but if you have more questions, please free to email us at info@hebebotanica.com

 

DOES HEBEBOTANICA.COM OFFER GIFT WITH PURCHASE PROMOTIONS?

Occasionally HebeBotanica.com will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts applied to customers' orders are added while supplies last and are not guaranteed. All samples, packets, stickers and other products or merchandise are subject to change and subject to availability.



CUSTOMER ACCOUNT

DO I HAVE TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No. You do not have to have an account to place an order.

 

HOW DO I CREATE AN ACCOUNT?

You can create an account by visiting account

 

HOW DO I SUBSCRIBE OR CANCEL MY EMAIL SUBSCRIPTION?

You can easily subscribe to emails by visiting HEBEBOTANICA.com located at the footer. If you want to cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.

 

I FORGOT MY PASSWORD, WHAT DO I DO?

To reset your password, go to https://hebebotanica.com/account/login and click on “Reset your password” below the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page

PRODUCT/INGREDIENT

WHERE ARE YOUR PRODUCTS MANUFACTURED?

Our formulas are made in the USA, with globally sourced ingredients.

 

ARE YOUR PRODUCTS NATURAL?

It is our promise to always choose naturally derived ingredients over synthetics in all formulations. 

 

DO YOUR PRODUCTS CONTAIN SOY?

No

 

ARE YOUR PRODUCTS VEGAN?

Yes

 

DOES HEBE BOTANICA USE HARMFUL INGREDIENTS?

Hebe Botanica is committed to providing clean and natural products that are free from the "Skeptical List". 

1) Petroleum

2) DEA (diethanolamine), MEA (monoethanolamine), and TEA (triethanolamine)

3) DMDM HYDANTOIN & UREA (Imidazolidinyl)

4) Mineral oil

5) Parabens (Methyl, Butyl, Ethyl, Propyl)

6) Phthalates

7) Siloxanes/ Silicones

8) Sodium Laurel Sulfate (SLS) & Sodium Laureth Sulfate (SLES)

9) Synthetic fragrance

Please refer to our ingredient page for more information.  

DO YOU TEST PRODUCTS ON ANIMALS?

Hebe Botanica does not test products on animals. All of our products are cruelty free. We are proud to be Leaping Bunny certified. 

 

ARE THE PRODUCTS SAFE TO USE FOR ALL SKIN TYPES?

All products were formulated to be safe for all skin types but if you have specific concerns, please consult your doctor with the list of ingredients found on the website.

 

ARE YOUR PRODUCTS SAFE?

Yes, all products have been tested by a board certified dermatologist and have passed industry standard testing.

 

HAVE YOUR PRODUCTS ALL BEEN TESTED BY A DERMATOLOGIST?

Yes, all products have been tested by a board certified dermatologist, and have passed all required safety testing.

 

WHAT TEMPERATURE DO THESE PRODUCTS NEED TO BE STORED AT?

We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.