Contact & FAQ
1. Get in Touch - I’d Love to Hear from You
Whether you have a question, a custom request, or just want to say hello—I’m here! I read every message and do my best to respond quickly.
Your support means the world to me. Thank you for being part of the Hexi Hau-made journey.
🕰️ Typical reply time: within 24–48 hours (Monday–Friday)
Instagram / Facebook DMs @hexihaumade | Hexi HAU-made
Quick questions or a friendly hello are always welcome! For order‑specific details, email keeps us both organized.
(Visiting Kansas? Drop me a note, studio visits by appointment.)
2. Frequently Asked Questions
| Question | Honest Answer |
|---|---|
| When will my order ship? | Ready‑made items leave the studio in 2–3 business days. Custom pieces follow the timeline quoted when you booked (usually 1–3 weeks). You’ll get a tracking email the moment the label prints. |
| Do you ship internationally? | Yes! I ship worldwide from Kansas via USPS First Class or Priority. Duties/fees are set by your country and are the buyer’s responsibility. |
| Can I rush a custom order? | Sometimes. If my schedule allows, I offer a 20 % rush fee for a guaranteed ship‑out within one week. Email first to check availability. |
| What payment methods do you accept? | All major cards, PayPal, Shop Pay, and Afterpay installments at checkout. Prices are in USD. |
| What’s your return & exchange policy? | • Ready‑made items: return within 14 days of delivery, unused, for a refund minus shipping.• Custom items: because they’re made just for you, all sales are final. I will happily repair any craftsmanship issue reported within 60 days. |
| My bag arrived with an issue—help! | Oh no! Snap a clear photo and email me within 3 days of delivery. I’ll fix or replace it—my work should last, not disappoint. |
| Do you take wholesale or bulk orders? | Yes. Minimum 20 units per style. Tell me the timeline, colors, and budget; I’ll prepare a quote sheet. |
| How do I care for my bag? | Spot clean with mild soap and cold water. For deeper cleans, hand‑wash gently and air‑dry flat. Avoid bleach and high heat—natural fibers prefer kindness. |
| Can I provide my own fabric? | Absolutely. Send at least ½ yard (small goods) or 1 yard (totes). Ship it to the studio and I’ll confirm suitability before cutting. |
| Where are your bags made? | Each piece is cut, quilted, and stitched in my home studio in Olathe, Kansas. Some fabric prep still happens in my family workshop back in Vietnam—two homes, one heart. |