HELP / FAQS

We process orders quickly, but if your order has not been shipped yet, it may be possible to make manual changes. Please immediately contact our customer service team with your change request details. Once an order is confirmed and processed through our system, we are generally unable to cancel it.

After you place your order via our website, a confirmation email will be sent to you once it has been processed. If you do not receive a confirmation email within 24 hours, please check your Junk/Spam folder or contact our customer service team.

A pre-order item is a product that you can purchase before it is officially available or released. By pre-ordering, you reserve the item in advance, ensuring you receive it as soon as it becomes available. You may cancel your pre-order until the time it has been processed. To do so, please contact our customer service team here.

We ship orders once all items in the order are available. If you wish to receive your available item before the pre-ordered one, please contact our customer service team to make arrangements.

Once your order is shipped, we will send you an email including a tracking number. For all orders within Canada, please allow 2-3 business days for dispatch from our warehouse. During busy sale periods, please allow up to 5 business days.

You will receive a confirmation email with tracking information once your order has shipped. If you haven’t received it, please check your Junk or Spam folders.

• Processing Time: Please allow 2-3 business days for your order to be dispatched from our facilities. During busy sale periods, this may take up to 5 days.
• Missing Packages: If your tracking number shows your parcel has been delivered but you haven't received it, please contact our customer service team within 14 business days.

Note: Business days do not include weekends or national public holidays.

Honëlo offers free standard shipping within Canada on all orders over $150.

International orders may be subject to import duties, customs fees, and local taxes upon delivery, depending on your country’s regulations. These charges are not included at checkout and are the responsibility of the customer.

For Canadian orders, applicable federal and provincial sales taxes (GST/HST/PST) will be calculated at checkout based on your shipping address.

We ship our collections to sun-seekers in the following destinations:

• North America: Canada & United States.
• Europe: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, and United Kingdom.
• Oceania: Australia & New Zealand
• Asia: Hong Kong SAR, Japan, Malaysia, Singapore, and South Korea.
• Middle East: Israel & United Arab Emirates.

Please note: Shipping rates and delivery times vary by destination and will be calculated at checkout.

We offer exchanges or store credit for returns made within 14 days of receiving your order. Please note that we do not offer refunds. Items must be returned in their original condition: unworn, unwashed, with all tags and hygiene liners intact.

All sale items are sold as final sale only. There are no exchanges or store credits available on sale items.

We pride ourselves on delivering premium quality. In the unlikely event that your Honëlo piece is faulty, please email our customer service team within 14 business days of receiving your package with photos of the issue.

Yes, we have a detailed Fit Guide available on every product page. If you have specific questions about a fit that are not mentioned, please reach out to our customer care team for personalized advice.

Honëlo is designed in Montréal and produced in China with a manufacturing partner selected for their expertise in swimwear construction and their commitment to quality working conditions.

Our collections are often produced in limited runs. However, you can sign up for restock notifications directly on the product page to be the first to know if your size becomes available again.

If your question isn't covered in our FAQs, we are here to help! Our customer care team is available from 9 am to 5 pm, Monday to Friday. You can reach us in two ways:

• Email: Send us a message at info@honelo.ca.
• Contact Page: Fill out the form directly on our Contact Page.

Please allow up to 24 business hours for a response to be received. Your enquiry is important to us and we appreciate your patience.

Our customer care team is available from 9 am to 5 pm, Monday to Friday. Please allow up to 24 business hours for a response. Your enquiry is important to us, and we appreciate your patience as we respond as promptly as possible.

Honëlo digital gift cards are delivered instantly via email. You will receive a unique code and instructions on how to redeem it at checkout.

Gift cards are non-refundable and cannot be exchanged for cash. They have no additional processing fees and never expire.

The Honëlo newsletter notifies you of our latest arrivals, upcoming promotions, and exclusive product launches. By joining our community, you will also receive 10% off your first order.