Customer Help

Why is the processing time so long?
Due to the handmade nature of our products, each item is made in sequence based on the order volume. After production is complete, it needs to air-dry naturally. Therefore, it takes around 1-2 weeks to complete, and occasionally, it may take longer. If you cannot wait, please be cautious when placing an order.

Can I customize the phone case?
Yes, both the phone case and eye color can be customized. Please leave a note with your preferences during checkout, and we will do our best to accommodate your request. However, due to possible color differences, please understand that slight variations may occur.

Can I modify my order or cancel it during the processing stage?
You can modify the phone model, color, etc., or cancel the order within 24 hours after placing the order. After 24 hours, we will begin preparing materials and production, so modifications or cancellations will no longer be accepted.

Do you ship to my country?
Yes, we ship to all major countries worldwide.

Can I change the address after placing an order?
Before shipment, you can email us anytime to modify the address.

Shipping time
For major countries such as the United States, Canada, Europe, and Australia, the delivery time is around 7-14 days.

Tracking
Once shipped, we will email you the tracking number and link. You can track your order globally through this link.

If I received the wrong/defective item
Please provide photos and an order screenshot. We will process the issue within 1-2 business days and offer a reshipment or refund.

We’d love to hear from you! If you have any questions about our products, ordering, shipping, returns, or anything else, please don’t hesitate to reach out.

Email: support@hexeyes.com