Frequently asked Questions
SHIPPING
Where is House of Hex based?
House of Hex is based in Austin, Texas.
I ship all of your orders from here, but you can find me at Oddities & Curiosities all around the country. Find my full schedule on the "Expos" page on my website.
Do you ship overseas?
I do, but only through Etsy since they help making all the VAT costs easier to handle.
If you don't see an item you'd like, feel free to send me an email.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
Buyers are responsible for customs and import taxes that may apply.
House of Hex is not responsible for delays due to customs or any fees. International Shipping may take longer than domestic shipping.
When will my order ship?
Most Orders are processed and shipped within a week. There might be slight delays during weekends I am out of town for expos.
I appreciate your patience.
I entered the wrong address, what now?
In the case that you entered the wrong address, please reach out to me with your order number via the contact form.
If the order hasn't shipped yet, I can easily change the address. If the order has been shipped, unfortunately there isn't anything I can do to change your address. You will have to reach out to the currier to see if they can reroute your package.
When will my pre-order ship?
You can find all informations on pre-order's shipping dates in the individual listing.
Please note, if an orders includes a pre-order item, the entire order will ship at the same time.
If you rather not wait, I suggest placing two separate orders. That way all in-stock items will ship without having to wait for the pre-order item.
ORDER ISSUES
Can I cancel my order or return it?
Unless an item arrived broken or damaged, or you received the wrong item, I do not accept returns.
I only accept cancelations on orders that have not shipped yet.
Is my order missing?
It is never fun to have an order go missing, luckily there are a few steps that can help finding a lost package.
Besides stickers, all orders will come with tracking.
If your order is marked as delivered but hasn’t arrived yet, please wait 1-2 business days, since some packages get marked as delivered prematurely.
If it still hasn’t arrived, contact your local post office or fill out a missing package form on the USPS (or local mail service) website.
In case you can still not find your package, send me a message, so we can work it out together.
Please note, international orders might be held at customs, please reach out to them if your package is being held.
What happens if my order arrived broken or damaged?
In the unfortunate event of an item arriving broken, please message me with photos within 7 days.
Please hold on to the packaging and document everything, otherwise filing a claim will be hard, and therefore issuing a refund as well. But I will do my very best to work it our together with you.
Small inconsistencies might occur, but if a flaw makes the item unusable, please message me within 7 days with photos.
Return shipping costs are the buyers responsibility. Refunds or returns are not guaranteed.
OTHER QUESTIONS
Care instructions for Ceramics
I use top-rack dishwasher safe & non-toxic color. However, I suggest washing them by hand with lukewarm water, a cloth or a soft sponge. Washing and using them often might result in the paint fading or chipping over time. I suggest not putting them into the dishwasher.
All ceramics are heat cured to make the paint last longer.
Do you offer custom designs?
Unfortunately, I do not offer custom designs anymore.
Any unanswered Questions?
Click the button below and fill out the contact form. I'll be more than happy to help!