General
Does Hikaya have an affiliate program?
If you have any questions about becoming an ambassador or would like to join our affiliate program, feel free to contact us at; info@hikaya.com
Where can I submit complaints?
At Hikaya we do everything we can to provide the best products and service. We apologize if this did not meet your requirements. You can email your complaint to info@hikaya.com and our customer service will help you further. We always aim to respond within 24 hours.
How is my data handled?
We handle your data carefully and securely. Our privacy statement explains exactly how we do this.
Do I need to create an account to place an order?
No, you can also place your order as a guest. However, some personal data is always required to be able to deliver the order.
I am missing a product from my order, what should I do?
Unfortunately, it can occasionally happen that a mistake is made when packing your order. We always try to resolve this immediately. Send an email to info@hikaya.com with your order number and which product(s) you are missing so that we can help you. We always aim to respond within 24 hours.
My product was delivered broken, what should I do?
Unfortunately, it can happen that a product is delivered broken or with damage. We will of course solve this. Send an email to info@hikaya.com with your order number and a photo of the damage so that we can help you. We always aim to respond within 24 hours.
Will you keep me informed of the status of my order?
You will always receive a confirmation email when you successfully place your order. When your order leaves our logistics center, you will receive an email containing a track & trace code from the relevant carrier.
Account & Subscription
What are the benefits of the subscription?
- Enjoy discounts of up to 25%
- Always free shipping
- Sent every 25 or 75 days
- Never be without your favorite supplement again
- Cancel whenever you want
- No notice period
Will I receive the products from my subscription free of charge?
Yes, we will send your refill pack free of charge in a letterbox package. So you don't have to be at home either.
Is there a cancellation period for the subscription?
No! You can always pause or cancel your subscription. Even in the first month. If you have some of our supplements left before your new refill, it is easiest to pause your subscription until you want to receive another refill.
Shipping and Returns
What is your delivery time?
All orders placed before 00:00 will be delivered the next working day. (No warranty due to carrier delay)
Will I receive updates on the status of my order?
You will always receive a confirmation email when you successfully place your order. When your order leaves our logistics center, you will receive an email containing a track & trace code from the relevant carrier.
Do I pay shipping costs?
No! We pay the shipping costs for you, so you only pay for our products.
I made a mistake when entering my shipping information, what should I do?
Everybody makes mistakes. If you accidentally entered the wrong address, please contact us as soon as possible. We will do our best to solve this problem. Please note that the delivery of your package may be delayed.
Can I return my order?
We want to give you the opportunity to carefully consider your order. You can therefore return the ordered products up to 14 days after receipt, regardless of the reason. One requirement is that the products are free of damage. Send us an email to info@hikaya.com and we will be happy to help you with your return. Please note: return costs are always for your own account.
Do you also ship outside the Netherlands and Belgium?
Yes we do Enter the shipping address on the checkout page to see the shipping cost
Will I get my money back on a return?
When your return has been received and processed by us, you will receive a confirmation email. Expect a refund of your returned products within a maximum of 7 days after this email.
Payments
Which payment methods do you accept?
At Hikaya you can always pay securely with your favorite payment method. We offer the following payment methods: Ideal, Klarna (Afterpay), Paypal, Credit Card (Visa & Mastercard, Apple Pay, Google Pay and Bank contact.
Will I receive confirmation of my payment?
When you have placed your order, you will receive a confirmation email. It may take a few minutes before you receive the email. If you have not received a confirmation email but have paid, we advise you to contact us as soon as possible via; info@hikaya.com . We will then help you as soon as possible.
How does the 14-day money-back guarantee work?
We offer a 14 day money back guarantee. Within this period you will have the opportunity to test our products. Are you not completely satisfied? Send an email to joris@hikaya.com and return your products to us. If your products have arrived with us, you will receive your full purchase amount back.
Commercial
Do you also sell to business customers?
For all questions regarding business purchases, please send an email to info@hikaya.com . We aim to answer business inquiries within 3 business days.
Do you also offer the option for (personalised) promotional gifts?
We are always happy to think along with you. For all questions regarding business purchases, please send an email to info@hikaya.com . We aim to answer business inquiries within 3 business days.
Sustainability
What does Hiikaya do for a better planet?
We care as much about your personal well-being as we do about the well-being of the environment. We are committed to protecting, conserving and caring for the planet by taking appropriate action to reduce our footprint on our planet. So that we all, including future generations, can enjoy the wonderful beauty of the earth.
By always selecting the most sustainable packaging method for our products and working with biodegradable refills as much as possible, we hope to pollute the earth as little as possible. Almost all our raw materials are made from recycled material and all our products are vegan.
In addition, we contribute 1% of our income to CO₂ removal
Are your products cruelty free?
Yes, we do not test our products and ingredients on animals and we do not allow third parties to do so. We love animals and that is why we use alternatives to test our products. We therefore regularly enlist the help of enthusiastic volunteers and friends.
Are your products vegan?
Yes, our products are always vegan. New products will also always be vegan.