Customer Service
At HeimLinen, we are committed to providing exceptional support at every step of your shopping experience.
Contact Channels
Pre-Sales Inquiries
Product questions, sizing, pricing, order consultation — support@heimlinen.com
After-Sales Support
Returns, order cancellation, refunds, defective & damaged items — service@heimlinen.com
Response Time
We reply to all inquiries within 24 hours on business days (Monday–Saturday, 9:00 AM – 6:00 PM GMT+8, China Time). Emails sent on Sundays or China public holidays will be answered on the next business day.
Service Hours
Monday – Saturday: 9:00 AM – 6:00 PM (GMT+8, China Time)
Sunday: Email support only, with delayed response
China Public Holidays: Office closed
Before You Contact Us
To help us assist you faster, please provide:
- Your order number (if applicable)
- A clear description of your question or issue
- Clear photos for defective, damaged, or incorrect items (please contact us within 7 days of delivery)
Self-Service Options
Our Promise
We stand behind every product we sell. If you are not completely satisfied with your purchase, we will work with you to resolve your issue in accordance with our official shipping, cancellation, and return policies. Please note that we do not accept exchanges.