FAQ

No - FromHells is not a drop-shipping business. Instead, our business model is very much of a traditional distribution company. This means that we do local stock and inventory buildup of the products we sell, and we strive to sell and deliver as much as possible from our local stock first. If we don't have an ordered item on stock, we order it from our supplier, and our supplier sends it to us first, and then we in turn send it to our clients. This model makes it far easier for people to buy from us as they don't have to deal with international transportation, customs clearance, customs duty and paying unexpected VAT fees; not mentioning providing a far simpler way to return unwanted items.

Confirmation emails are sent after your order is placed. If you haven’t received one, please check your spam or junk folder. If it’s not there, contact us at info@fromhells.com, and we’ll confirm whether your order has been processed successfully.

You will receive a shipping confirmation email, including a tracking number (if applicable and/or given by the courier or delivery company), once your order has been dispatched. If you haven’t received this email within the expected time frame, please contact us at info@fromhells.com with your order number, and we’ll provide you with an update on your order’s status.

If you wish to cancel your order, please email info@fromhells.com with your order number and request for cancellation. Please enter the subject line of your message as CANCELLATION, followed by your Order Number.

If your order has not yet been dispatched, we will process the cancellation and confirm via email. Orders that have already been shipped cannot be canceled, but you may return the items under our returns policy.

If you wish to exchange an item for a different size, color, or type, contact us at info@fromhells.com with your order number and details of the exchange. Exchanges can only be processed for unused and undamaged items returned in their original condition within 14 days of receipt.

We only manage returns, exchanges, and claims for orders placed directly on www.fromhells.com. For products purchased through another retailer, please contact the retailer directly. However, feel free to reach out to us at info@fromhells.com if you have questions, and we’ll do our best to assist.

If your item is faulty or damaged, contact us within 30 days of receipt at info@fromhells.com with details and photographs of the issue. We will arrange a replacement, repair, or refund as appropriate.

Yes, IF applicable and provided by the courier or delivery company once your order has been dispatched. Once your order has been dispatched, you’ll receive a shipping confirmation email with a tracking number. Use this number to track your parcel’s progress.

Return shipping costs are the responsibility of the customer unless the return is due to a product fault or error on our part. Please ensure you use a trackable shipping method to avoid issues with lost parcels.

After you have filled in our Returns and Cancellation Form and we have had a chance to look at it, we will send you an email with a full set of instructions on what to do next - including the address where you should send your returned items to. Please wait for our email and instructions before sending anything back.