Hedon Reviews 529

Antwoord van Hedon

24 mei 2025

Dear Françoise,

Thank you for sharing your feedback. We take all customer concerns seriously and want to clarify that we have responded to all your messages on the same day they were received, including emails sent on 05/07, 05/13, and 05/14 of 2025. To assist you better, we also provided replies in French for your convenience.

As you purchased a custom helmet without the sizing insurance option, our terms state that such helmets are eligible for a 50% refund only. We are still committed to finding a suitable solution and are awaiting your response to proceed further.

Please feel free to get back to us so we can assist you promptly.

Best regards,
Heson Customer Services

Antwoord van Hedon

24 mei 2025

Hi Jeffrey,

We're sorry you've had trouble with the helmet sizing. We've tried contacting you via email on the 11th, 20th, and again on the 23rd May to better understand where you're experiencing pressure—whether it's around the cheek pads, forehead, or elsewhere—so we can provide a tailored solution. Unfortunately, we haven't received a reply yet.

Please respond to our emails or reach out to us directly when you can. We're keen to help ensure you have the perfect fit.

Warm regards,
Hedon Customer Services

Antwoord van Hedon

14 mei 2025

Hello Victor,

Thank you for your feedback. We’re truly sorry to hear about the inconvenience caused by the customs duties and sizing issue with your helmet. We understand how frustrating this situation can be.

As per our previous communication, we are committed to assisting you with finding the correct fit. Since you opted for sizing insurance, we are more than happy to support you in resolving this issue. We’ll do everything we can to ensure the helmet fits as expected.

Regarding the customs duties, we unfortunately cannot control the import taxes imposed by the destination country’s border control. However, we’ll continue to assist you with the return process and make sure the replacement helmet fits perfectly.

We sincerely appreciate your patience and understanding during this process and are here to help every step of the way.

Best regards,
Hedon Customer Services

Antwoord van Hedon

14 mei 2025

Hi Sydney,

Thank you for sharing your experience. We’re sorry the DHL duty bill came as an unwelcome surprise, and we appreciate the chance to clarify how international charges work.

All Hedon helmets are shipped from our workshop in the UK. Because they cross an international border, any import duties or taxes are assessed—and collected—by U.S. Customs, not by Hedon. This is explained in the order-confirmation email you received right after checkout, but we agree it should be more visible on the website and at the cart stage, and we’re already working on that.

Until April 2025, most personal imports under about US $2,000 usually cleared without duty. An executive order issued by new U.S. administration reduced the duty-free “de minimis” ceiling to US $800 while the policy is reviewed, so parcels that would previously have sailed through can now attract duty. The U.S. administration has said it will revisit the threshold again in July, but in the meantime carriers such as DHL must collect duty on anything valued above the new limit.

We understand that an unexpected US $233 fee—on top of £49 shipping—can spoil the excitement of receiving a new helmet, and we’re genuinely sorry for the frustration.

Thank you for your understanding and for helping us make our duty information clearer for everyone.

Best regards,
Hedon Customer Services