Frequently Asked Questions

We've compiled answers to common questions to help you shop confidently with Hezop. If your question isn't covered below, contact us we're happy to help!

Ordering & General Information

  1. How do I place an order?
    Select your desired lighting product, add it to cart, and proceed to checkout. Complete the secure payment using PayPal. You'll receive an instant confirmation email once the order is placed.
  2. Can I cancel or change my order?
    Yes, if you contact us within 24 hours of placing your order. After that, the order may already be in processing and we cannot guarantee cancellation.
  3. Where is Hezop located?
    We are based in Montreal, Quebec, Canada. We currently ship to all provinces and territories within Canada.
  4. Do you have a physical store?
    No, we are an online-only store. This helps us offer better pricing and nationwide delivery.

Payment & Billing

  1. What payment methods do you accept?
    We accept secure payments via PayPal. You can pay using your PayPal account or as a guest with a credit/debit card.
  2. Are prices inclusive of tax?
    Yes. All prices are displayed in Canadian Dollars (CAD) and include applicable federal and provincial taxes unless stated otherwise.
  3. When will I be charged?
    Payment is processed at the time of checkout. You'll receive confirmations from both Hezop and PayPal.

Shipping & Delivery

  1. Do you offer free shipping?
    Yes! We offer free shipping on all orders within Canada, with no minimum purchase required.
  2. How long does delivery take?
    Orders are typically processed within 1–3 business days and transit within 4–9 business days after dispatch. Estimated total time: 5–12 business days.
  3. Can I track my order?
    Absolutely. You'll receive a tracking number by email once your order is dispatched.
  4. Do you ship internationally?
    Not at the moment. We currently ship within Canada only.

Returns, Refunds & Exchanges

  1. What’s your return policy?
    We offer a 30-day return window. Items must be unused, uninstalled, and in their original packaging with all accessories. See our Refund Policy for full details.
  2. How do I start a return?
    Contact us at info@hezop.com with your order number and reason for return. We'll guide you through the return process and send instructions.
  3. Who covers return shipping?
    If the product is defective or damaged, we cover the cost. For change-of-mind returns, the customer is responsible for return shipping.
  4. When will I receive my refund?
    Once the returned item is received and inspected, refunds are issued within 10 business days to your original payment method.
  5. Can I exchange a product?
    Yes. Contact us first to check availability. Exchanges are subject to our return policy conditions.
  6. What if my item is damaged or defective?
    Please email us within 3 business days of delivery with your order number and photos. We'll arrange a replacement, refund, or repair based on your preference.

Account & Customer Support

  1. Do I need to create an account to shop?
    No. You can check out as a guest, but creating an account allows faster future checkouts and access to your order history.
  2. How do I reset my password?
    Visit the login page and click “Forgot Password.” Follow the instructions sent to your email.
  3. How can I contact customer service?
    Email us at info@hezop.com or use our contact page. We're available Monday to Friday, 9:00 AM to 5:00 PM Eastern Standard Time (Toronto). We typically respond within 1 business days.

Product & Materials

  1. How do I choose the right lamp size?
    All dimensions are listed on each product page. If you need help choosing a lamp for a specific space, feel free to contact us.
  2. What are your lamps made from?
    Materials such as solid wood and metal are listed in each product's specifications section.
  3. Do you offer warranties?
    Yes. We provide a 30-day quality guarantee. If your item has an issue, we’ll assist with a repair, exchange, or refund.

Privacy & Security

  1. Is my personal data safe?
    Yes. We use SSL encryption and secure third-party payment processing (PayPal). Read our full Privacy Policy for details.
  2. Do you share my information?
    Only with essential service providers like couriers or PayPal, and only as outlined in our privacy policy. We never sell your data.

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Last updated: September 18, 2025