Frequently Asked Questions
WE'VE GOT ANSWERS!
Products
Are your products handmade?
Are your products handmade?
Yes. Our brass and copper products are crafted by skilled artisans using traditional techniques. Each piece is carefully made by hand, giving it a unique character and quality that mass-produced items cannot replicate.
Are variations in finish considered defects?
Are variations in finish considered defects?
No. Small variations in tone, texture, or patina are a natural result of the handcrafting process and give each piece its own unique character. These variations are not considered defects. If your item arrives with actual damage or a manufacturing flaw, please contact us at support@hevna.com.
What materials do you use?
What materials do you use?
Our products are made from high-quality brass and copper. These materials are chosen for their durability, natural beauty, and timeless aesthetic. All finishes are carefully applied to ensure long-lasting quality.
Orders & Shipping
How long does processing take?
How long does processing take?
All orders are processed within 2–4 business days. During peak demand periods, processing may take up to 1–2 weeks. You will be notified by email if there is any significant delay.
How long does delivery take?
How long does delivery take?
Estimated delivery times after your order ships are as follows:
- USA: 3–5 business days
- UK & Europe: 3–7 business days
- Rest of the World: 14 business days
Please note that delivery times may vary due to customs processing or other unforeseen circumstances.
Do you offer free shipping?
Do you offer free shipping?
Yes! We offer free express shipping on all orders worldwide via DHL or FedEx. No minimum order required.
How do I track my order?
How do I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking number. Tracking information typically becomes active within 24 hours of shipment. You can use the tracking number to follow your order directly on the Tracking page.
Returns & Warranty
What is your return policy?
What is your return policy?
We accept returns within 60 days of delivery. Items must be in the same condition as received, including original packaging. To initiate a return, please contact us at support@hevna.com with your order number and proof of purchase.
What if my order arrives damaged?
What if my order arrives damaged?
If your order arrives damaged, please contact us at support@hevna.com within 48 hours of delivery. Include your order number and clear photos of the damaged item and packaging. We will arrange a replacement or full refund as quickly as possible.
Do you offer a warranty?
Do you offer a warranty?
Yes. We offer a 5-year warranty on all faucets and sinks. The warranty covers damaged items during shipping, leaking parts, durability of finish, and products not matching their description. For full details, please visit our Warranty Policy page.
How do I cancel my order?
How do I cancel my order?
You can cancel your order as long as it has not yet been shipped. To request a cancellation, send us an email at support@hevna.com with your order number. If your order has already shipped, we are unable to cancel it but our 60-day return policy will still apply.