Shipping Policy

This English version is provided for convenience. In the event of any discrepancy, the French version prevails.

International customers

United Kingdom

Orders for the United Kingdom are shipped from our warehouse in France with full tracking. Delivery times and shipping costs are shown at checkout before you confirm your order.

Import VAT and duties, where applicable, are shown at checkout or may be collected by the carrier on delivery.

You have 14 days from delivery to cancel your order for any reason and a further 14 days to return it (Consumer Contracts Regulations 2013). Hexeli's extended 30-day return period described in our Returns & Refund Policy also applies to UK orders. Return postage is paid by the customer unless the item is faulty. Faulty items may be rejected for a full refund within 30 days under the Consumer Rights Act 2015. Your statutory rights are not affected.

Hexeli lighting systems are covered by a 5-Year Limited Warranty — in addition to your statutory rights.

United States

Orders for the United States ship from France via express carrier with full tracking. Delivery times and shipping costs are shown at checkout.

Import duties and sales tax, where applicable, are shown at checkout or collected by the carrier on delivery.

30-Day Returns — return any unused kit in its original packaging within 30 days of delivery for a full refund of the product price. Return shipping is paid by the customer unless the item arrived damaged or defective. No restocking fee.

Support: support@hexeli.com · Mon–Fri, 9 AM–6 PM CET (3 AM–12 PM EST)

1. Delivery areas

Hexeli currently delivers to the following countries:

  • France;

  • Belgium;

  • Luxembourg;

  • Switzerland.

Available destinations are displayed at checkout.

2. Order preparation

Unless otherwise stated on the product page, orders are generally prepared and shipped within 1 to 2 business days, excluding weekends and public holidays.

The processing cut-off time is 2 p.m., Paris time, Monday to Friday.

Orders placed after 2 p.m., over a weekend or on a public holiday generally start being processed on the next business day.

A confirmation is sent by email once the order has been validated.

3. Delivery times

After dispatch, transit time is generally between 4 and 6 business days, depending on the product and destination.

The total estimated time between order validation and delivery is therefore generally 5 to 8 business days.

Some bulky products, large orders or items requiring special logistics may be subject to an additional lead time. Where a specific lead time applies, it is indicated on the product page, during checkout or communicated to the Customer.

Unless a different lead time is expressly announced and accepted at the time of ordering, delivery takes place no later than 30 days after order validation.

4. Shipping costs

Shipping costs are calculated based on the destination, the weight and volume of the order and the shipping method offered.

Their amount is shown before the order is finally confirmed.

For deliveries outside the European Union, in particular to Switzerland, customs duties, import taxes or administrative fees may apply in accordance with the regulations of the destination country.

Where these are not included in the price paid on Hexeli.com, who bears them is specified at the time of ordering.

5. Order tracking

As soon as the information is provided by the carrier, the Customer receives an email containing the tracking number or tracking link for their parcel.

A short delay may be necessary before the first information appears on the carrier's website.

If tracking is not updated for an extended period, the Customer may contact our customer service at support@hexeli.com.

6. Delivery address

The order is delivered to the address provided by the Customer when confirming the order.

The Customer must carefully check the accuracy of the information provided, in particular:

  • the recipient's name;

  • the street number and street name;

  • the apartment or building number;

  • the postal code and city;

  • the country;

  • the phone number.

In the event of an error or missing information, the Customer must contact Hexeli as soon as possible at support@hexeli.com.

Where the order has not yet been shipped, Hexeli will do its best to pass on the correction. However, a change can no longer be guaranteed once the parcel has been handed over to the carrier.

Additional costs resulting from an incorrect or incomplete address provided by the Customer may be charged to the Customer after review of the situation.

7. Receiving and checking the parcel

Upon delivery, the Customer is invited to check the external condition of the parcel as well as the conformity and quantity of the products received.

If the parcel shows visible damage, it is recommended to:

  • take photographs of the parcel before opening it;

  • note specific reservations with the carrier;

  • photograph the product and its packaging;

  • keep the packaging and the shipping label;

  • contact Hexeli promptly.

The absence of reservations made with the carrier does not deprive the consumer Customer of their legal guarantees.

To allow prompt handling, the Customer must send their order number, a description of the problem and any useful photographs to support@hexeli.com.

8. Missing, incorrect or damaged product

If a product is missing, incorrect or damaged on receipt, the Customer must contact our customer service as soon as possible.

After reviewing the information provided, Hexeli will offer an appropriate solution in accordance with the Customer's rights: shipment of the missing product, replacement, repair, price reduction or refund where the legal conditions are met.

No costs will be charged to the Customer where a return or replacement results from an error by Hexeli or from a defect covered by a legal guarantee.

9. Parcel marked as delivered but not received

Where a parcel is marked as delivered but cannot be found, the Customer must promptly contact Hexeli at support@hexeli.com.

Before writing to us, the Customer may also check:

  • any drop-off locations around their address;

  • with other members of their household;

  • with neighbors or the building caretaker;

  • messages and delivery notices left by the carrier.

Hexeli may open an investigation with the carrier and ask the Customer for the information or statements required to process it.

The "delivered" status shown in the tracking does not automatically remove the Customer's rights. Each situation is reviewed on the basis of the available information and the results of the carrier's investigation.

10. Late delivery

In the event of an unusual delay, the Customer may contact our customer service so that a check can be made with the carrier.

Where the announced delivery time is not met, the consumer Customer may ask Hexeli to make the delivery within a reasonable additional period.

If delivery does not take place within this additional period, the Customer may cancel the order under the conditions set out in the French Consumer Code (Code de la consommation).

The Customer may also cancel immediately where Hexeli refuses to deliver or where the delivery date was an essential condition of the order brought to Hexeli's attention before the order was confirmed.

In the event of a valid cancellation for non-delivery, the amounts paid are refunded within the statutory time limits.

11. Delivery in several parcels

Depending on the number, nature or dimensions of the products ordered, a single order may be shipped in several parcels.

These parcels may be delivered on different dates and each have their own tracking number.

No additional shipping costs will be charged where the decision to split the order is made by Hexeli.

12. Customer service

For any question regarding the preparation, tracking or delivery of an order:

Hexeli
60 rue François 1er
75008 Paris
France

Email: support@hexeli.com
Phone: +33 1 84 16 45 42

Our customer service is available Monday to Friday, 9 a.m. to 6 p.m. (Paris time), excluding public holidays.