FAQ
If you cannot find an answer to your question here, please write to order@insystem.ee. We will answer your question in three business days at the latest.
Will I have to register as a user to place an order?
You do not have to register as a user to place an order. Regardless, we recommend you create an account on our website so that you can see your shopping history, change your contact details, etc. at any time.
After placing an order, I noticed I had got the delivery contact details wrong.
If you notice an error in the contact details, please call (+372)53 020981 or write to order@insystem.ee at the first opportunity.
How long will my order take to reach me?
If you live in Estonia, we will post the parcel in 3 business days and it will reach you on the 4th business day at the latest. If you order the parcel to Finland, Latvia or Lithuania, it will take a maximum of 7 business days to reach the destination.
How much does delivery cost?
The delivery is free of charge on orders of EUR 50 and more. In other cases, the delivery charges are as follows:
| Country | Omniva | SmartPOST | DPD pickup point | DPD door-to-door courier service |
| Estonia | € 3.8 | € 4.49 | € 3.79 | € 5.99 |
| Latvia | € 6.99 | € 6.99 | € 10.49 | |
| Lithuania | € 7.99 | € 7.99 | € 11.49 | |
| Finland | € 11.99 | € 15.99 |
My account details
I forgot my password. How can I reset it?
Go to the login page at heveren.ee and click on “Forgot your password?” Enter your e-mail address or username that you chose when creating the account and click “Next”. We will send you an e-mail to your e-mail inbox to reset the password.
How can I change my account password?
Log in to heveren.ee and click “Account details” under “My account”.
Payments
How can I pay for my order?
At heveren.ee, you have the following payment options: Swedbank, SEB Bank, Danske Bank, Nordea Bank, LHV Bank, Coop Bank, Pocopay and Liisi instalment plan.
Can I pay by invoice?
Yes, you can. When paying for your order, tick the box “Pay by invoice” and you will be sent an invoice to the e-mail address you entered when registering the account. The invoice payment term is 7 days.
Returns
Can I return an item I have purchased?
Yes, you can return any item you have purchased within 14 days after receipt. The items to be returned must be in the original packaging, unused and intact.
After returning an item, when will I get a refund for it?
Insystem Baltic OÜ (owner of the brand Heveren) will make a refund to the customer in 7 calendar days after receipt of the product.
Are all items returnable?
We will not accept return of products (e.g. skincare products) which have been opened and for which we cannot tell whether or not they have been used.
Discounts
How can I use a discount code?
To use a discount, enter your unique code in the “Discount code” field in the shopping cart and click on “Apply”.
Additional questions
Which delivery method should I choose?
Heveren.ee does not prefer one shipper to another. Regardless, we suggest you think beforehand whether a parcel terminal is located outside and how fast you can pick your parcel up. If possible, we advise you to order skincare products and any items with batteries to your home with a courier service or to a parcel terminal located inside a building.