FAQ
Frequently Asked Questions (Help Center)
Welcome to our Help Center! We have compiled a list of answers to the most common inquiries below. If your question isn't covered here, please reach out to our team at support@hazelscharm.com. To help us assist you faster, please include your Order Number and the Email Address used during checkout.
1. Billing & Placing Orders
Q: How do I redeem a discount or promo code? To use a voucher code (whether paying via PayPal or Credit/Debit), please adhere to this process:
- Select your desired items and hit "Add to Cart."
- Select the "PAY WITH DEBIT/CREDIT CARD" button to initiate checkout (Please click this button even if you intend to use PayPal).
- Mobile Users: Tap the "Show order summary" dropdown to reveal the code entry box.
- Desktop Users: Locate the discount field on the right-hand side of the screen.
- Enter your code, then proceed to finalize payment via PayPal or card.
Q: Which payment methods are supported? We offer secure transactions through a variety of providers:
- PayPal
- Major Credit/Debit Cards: Visa, MasterCard, American Express, Discover, JCB, and Diner’s Club
- Digital Wallets: Apple Pay & Google Pay
Q: What are the shipping costs? Our standard rate for international delivery is generally $5.99 USD. However, this fee may fluctuate depending on your specific destination or current special offers. The total shipping cost will always be calculated and shown to you at checkout prior to payment.
2. Shipping & Tracking
Q: Do you ship internationally? Absolutely. As a global brand, we maintain fulfillment hubs worldwide. To ensure the quickest arrival, our logistics system automatically dispatches your package from the warehouse closest to your delivery address.
Q: What is the estimated delivery time? Once your order has been processed and dispatched, standard delivery typically takes between 10 to 15 business days.
Q: How do I track my package? After your order leaves our facility, we will email you a confirmation containing your tracking ID. You can monitor your shipment's progress using universal tracking platforms such as 17track.net.
Q: Why hasn't my tracking status updated? It is common for tracking systems to take 24-48 hours to register updates after you receive the shipping notification. Additionally, packages may sometimes travel between carrier hubs for a few days without a status refresh. This is normal.
Q: Why did I receive my order in separate packages? If you purchased multiple items, we may ship them in separate parcels from different warehouse locations to get them to you faster. In this case, you will receive a unique tracking number for each individual package.
3. Modifications & Cancellations
Q: Can I update my shipping address? We have a very small window to correct this. Please email support@hazelscharm.com immediately with the subject line: "Urgent: Address Change". Your email must include:
- Your Order Number (e.g., 071SHOP-112938)
- Your Order Email
- The correct full address If the order has not been processed yet, we will fix it. If it has already shipped, we cannot edit the label and suggest contacting the carrier directly.
Q: Can I swap items (Size/Color/Quantity)? Please contact us instantly at support@hazelscharm.com with the subject line: "Urgent: Order Change". Include:
- Your Order Number
- Your Order Email
- Details of the change you need We can only grant these requests if the order has not reached the fulfillment stage.
Q: Is it possible to cancel my order? Cancellations are possible only if the order has not yet been dispatched. Please note that a minor processing fee may be deducted. Once a package is in transit, the order cannot be canceled.
4. Issues After Delivery
Q: My item arrived damaged. We apologize for the inconvenience. Please email support@hazelscharm.com with the following details so we can resolve this:
- Order Number & Email
- Clear photos or video of the damage
- A photo of the package’s shipping label
Q: I have a quality concern or defect. We strive for high standards and regret that your experience didn't match them. Email us at support@hazelscharm.com with:
- Order Number & Email
- A description of the issue
- Visual proof (photo/video) demonstrating the defect
Q: I received the wrong product or something is missing. We are sorry for the mix-up. Please contact support@hazelscharm.com immediately with:
- Order Number & Email
- A photo of the incorrect item received (or a list of what is missing)
5. Account & Notifications
Q: I never received an order confirmation. Please check your Spam or Junk mail folders first. If you still cannot find it, email support@hazelscharm.com with the email address used at checkout, and we will locate your order and resend the details.
Q: Where is my tracking number? Tracking IDs are generally generated 1–2 business days after order processing. If more time has passed and you have checked your Spam folder, please contact us for a status update.