1. Where is HEEQ based?

HEEQ is the trading name of Henessy Equestrian OÜ, an Estonian company.
Our webshop, warehouse and physical retail activities operate from Cyprus.
Cyprus operating location:
Nikita Nikitara 5 Pyla 
Larnaca, Cyprus 

2. Where does HEEQ deliver?

HEEQ currently offers delivery within Cyprus only.
Available delivery options and any applicable delivery charges are displayed during checkout.

3. Do you offer free personal delivery?  

Yes. Where the free personal delivery option is available and selected at checkout, we do our best to deliver your order on the next working day.
After your order is placed, we will contact you using the contact information you provided with your order to arrange and coordinate the delivery.
Next-working-day personal delivery is our target and best effort rather than a guaranteed delivery time. Delivery may be affected by circumstances outside our reasonable control. 

4. How do I place an order?

To place an order:

Choose the product, size and/or colour you want.
Add the product to your shopping cart.
Proceed to checkout.
Enter your delivery and contact information.
Select your available delivery and payment method.
Review your order.
Complete your payment.
You will receive an order confirmation by email after placing your order.

5. Can I cancel my order after placing it?

If your order has not yet been dispatched, contact us as soon as possible at [email protected].
We will make reasonable efforts to cancel the order before dispatch.
If your order has already been dispatched, you may still have a statutory right to withdraw from the purchase in accordance with our Refund & Returns Policy.

6. Can I return an online order?

Yes.
For eligible online purchases, consumers generally have a 14-calendar-day statutory right of withdrawal without having to provide a reason.
The withdrawal period generally begins when you receive the goods.
Please see our Refund & Returns Policy for the full procedure and applicable exceptions. 

7. Can I exchange an online order?

For online purchases, we generally recommend returning the original item for a refund and placing a new order for the desired size, colour or product.
This allows us to process the return and refund efficiently.

8. Can I return something bought at the HEEQ pop-up shop?

9. What if I receive a faulty or damaged product?

We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.

10. What if I receive the wrong product?

We will arrange an appropriate solution, which may include a replacement or refund. Where the error is ours, HEEQ will cover the reasonable return and replacement shipping costs.

11. Can I return sale items?

Being on sale does not remove your rights if a product is faulty, damaged, incorrectly described or otherwise does not conform to the sales contract.
For pop-up shop purchases, sale items are subject to the same exchange-only, no-change-of-mind-refund policy unless mandatory law provides otherwise.

12. Can I return personalised or made-to-order products?

Some personalised or made-to-order products may be excluded from the statutory right of withdrawal where permitted by applicable law.
If an exception applies to a particular product, this will be communicated before you complete your purchase.
Faulty or non-conforming personalised products remain subject to applicable statutory rights.

13. What payment methods do you accept?

Payment may be processed by third-party payment service providers.
We do not generally store complete payment card details.

14. How will I know that my order has been placed?

If you do not receive an email, please check your spam or junk folder first.
If you still cannot find your confirmation, contact us at [email protected].

15. Can I change my delivery details after ordering?

16. What happens if I provide the wrong delivery information?

17. How can I find the right size?

If you are unsure about sizing, you can contact us before placing your order and we will do our best to help you choose the appropriate size.

If you choose a personal delivery, we can take multiple sizes with us so you can find the best fit. Please inform us on time if you wish to do so.

18. Are the colours shown online accurate?

However, colours may appear slightly different depending on your screen, device settings, lighting and other technical factors.

19. Are products in stock?

Yes. All products available for purchase on the HEEQ Website are physically in stock at our warehouse in Cyprus.
We do not offer products that need to be ordered from a supplier after you place your order. We keep our available products in our Cyprus warehouse so that we can provide fast, reliable and efficient delivery within Cyprus.
Stock availability can change quickly. If an item becomes unavailable due to an unexpected stock discrepancy, we will contact you as soon as possible and provide an appropriate solution.

20. Do you offer gift cards?

21. Do I need an account to place an order?

If an account is required for a particular service or feature, this will be indicated during the relevant process.

22. Is my personal information safe?

For more information, please see our Privacy Policy.

23. Do you use cookies?

For more information and to manage your preferences, please see our Cookie Policy.

24. How can I contact HEEQ?

25. Where can I find HEEQ's legal policies?

• Terms & Conditions
• Refund & Returns Policy
• Privacy Policy
• Cookie Policy
• Legal Notice

These documents provide the applicable information and terms for using the HEEQ Website and purchasing our products.