Frequently asked questions

Yes. An account is required to complete an order: it links your order to a delivery address, lets you track your parcel and lets you message the creator directly. Creating an account is free and takes less than a minute.

Payments are handled by Stripe, our payment provider. You can pay by card, as well as with the payment methods Stripe offers in your country at checkout (Apple Pay, Google Pay and others depending on your device and your bank).

Yes. Hey Dom never stores your card details: they go straight to Stripe, which is PCI-DSS Level 1 certified. Payment happens on a secure Stripe page, and strong customer authentication (3-D Secure) is applied whenever your bank requires it.

From your order details, you can message the creator directly. This is the best channel for any question about how a piece is made, a lead time, a customisation or the status of your shipment: the creator is the person best placed to answer.

As long as the payment has not been captured, you can cancel the order yourself from its detail page. After that, message the maker as early as possible: while the order has not shipped, a change or a cancellation is often still possible. Every case is covered in the Returns, cancellations and refunds section.

Hey Dom delivers to France, Belgium, the Netherlands, Germany and the United Kingdom. Each creator decides which destinations they serve: the countries actually available for an item are shown when you choose your delivery option, before payment.

Depending on the creator and your destination, several options may be offered:

• Mondial Relay — delivery to a pickup point
• Colissimo — home delivery (with or without signature) or delivery to a pickup point
• Other carriers (DPD, etc.) depending on the destination
• Hand delivery, when the creator offers it

The available options, their price and their estimated lead time are shown when you choose your delivery option, before payment.

Shipping costs depend on the carrier you choose, the weight of the parcel and the destination. They are calculated and displayed before payment: you know the exact total, delivery included, before confirming your order. Nothing is added afterwards.

The total time has two parts: the creator's preparation time, which varies depending on whether the piece is in stock or made to order, then the carrier's transit time. The estimated lead time is shown on the product page and when you choose your delivery option.

As soon as the creator generates the shipping label, a tracking number is attached to your order. You will find it in your order details, along with the link to the carrier's tracking page. You are also notified each time the shipment status changes.

First message the creator from your order, attaching photos if the parcel or the product is damaged: they have the full tracking history and can open a claim with the carrier. If the situation is not resolved, write to us at contact@hey-dom.com quoting your order number.

As long as your payment has not been captured, you can cancel the order yourself from its detail page. Once the payment is confirmed, cancellation goes through the maker: message them from the order. They can cancel the whole order or only some of the items, and the matching refund is triggered automatically.

Yes, you have 14 days to exercise your right of withdrawal.

One important exception applies: under article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for goods made to your specifications or clearly personalised — which covers a good share of made-to-order creations. If in doubt, ask the maker before ordering. The details are in article 6 of our terms of sale.

Returns are settled directly with the maker, who is responsible for after-sales service on their creations. Message them from your order: they will give you the return address and the conditions. Keep proof of postage until you have been refunded.

Refunds go back to the payment method used for the order, through Stripe: you never have to send us any bank details. If only part of the order is cancelled, only that amount is refunded. Then allow a few working days for your bank to show the credit.

Message the maker from your order and attach photos. You are covered by the legal warranty of conformity and the warranty against hidden defects: for 2 years after delivery, you can require the repair or the replacement of a non-conforming item (article 8 of our terms of sale).

Write to us at contact@hey-dom.com with your order number and the history of your exchanges: we step in to unblock the situation. If the dispute is still not settled, you can use a consumer mediator free of charge, as set out in article 9 of our terms of sale.

A pre-order campaign lets a creator offer a piece before producing it. You reserve it during the campaign, which lets the creator gauge real demand before starting production — and avoid overproduction. It suits limited runs and handmade pieces particularly well.

Payment is taken when you confirm your pre-order, just like a regular order. The summary shown before payment states the amount and the campaign end date.

At the end of the campaign, the creator finalises the count and you are told the outcome. If the campaign does not succeed, the creator contacts you to agree on what happens next. The applicable terms are set out in our terms of sale.

The campaign page shows the delivery date estimated by the creator. Because production starts after the campaign closes, this takes longer than for an in-stock item. The creator posts production updates directly on the campaign page.

From your order detail page: the files you bought are listed there and downloadable as soon as the payment is confirmed. An order made up only of digital products asks for no delivery address.

You have 7 days from the purchase to download your files. Save them to your device rather than relying on the link: each download link is only valid for a few minutes, and you simply reopen your order to generate a new one at any point during the download window.

Write to us at contact@hey-dom.com with your order number: we will work out with the maker how to get your file to you.

As long as you have not downloaded the file, yes: the maker can cancel that line and trigger the refund. Once the file has been downloaded, however, a refund is no longer possible — the content has been delivered. So check the description and the file format before buying, and ask the maker whenever anything is unclear.

You do not have to recreate your listings one by one. During sign-up, add the address of your existing shops: our team takes your creations and imports them into your Hey Dom shop, usually within 48 hours.

The platforms you can add:

• Shops and marketplaces — Etsy, Shopify, WooCommerce, PrestaShop
• Crowdfunding — Kickstarter, Ulule
• Community support — Ko-fi
• In-person selling — SumUp, for markets and craft fairs
• Another platform — pick "Other" and paste your link

You can also add these links later from your shop settings. For a step-by-step plan, read our guide How to leave Etsy.

Your products arrive as drafts: nothing goes live without your approval. You review each listing, adjust prices, stock and variants, fill in anything missing, then publish whatever you want to sell on Hey Dom.

Two things to check as you review: we bring across up to 5 photos per product, and a listing stays a draft as long as its description is empty or your bank details are not finalised. The reason is shown on each affected product.

Yes, for as long as you like: Hey Dom asks for no exclusivity. The links to your existing shops even appear on your Hey Dom page, so your community can find you from one place to the other.

No: reviews and seniority belong to the platform where they were left, and none of them allows an export. What you can do is show the link to your original shop on your Hey Dom page and invite your loyal customers to follow you there — their first reviews rebuild your reputation quickly.

On Hey Dom there is no subscription, no listing fee and no renewal fee: you pay a 7% + €0.50 excl. VAT commission on your actual sales only. Our guide Etsy alternatives for makers compares the options in detail.

Go to the Become a creator page and follow the sign-up flow: your identity, a presentation of your work, your main category and your visuals. You then set up your bank details through Stripe so you can get paid, and publish your first creations.

Creating your shop is free: no subscription, no listing fees. You only pay a 7% + €0.50 excl. VAT commission on your actual sales. If you do not sell, you pay nothing.

Hey Dom is dedicated to handmade, artisanal and independent creations. Industrial products and the resale of products you did not design or make are not accepted. Every shop is reviewed before it goes live.

When you receive an order, follow the shipping process so that your customer gets their parcel quickly and safely:

1. Open your creator dashboard — log in to your Hey Dom account and go to your dashboard. There you will find the list of orders awaiting shipment.
2. Generate the shipping label — for each order, generate the label matching the carrier your customer chose. It contains everything needed for the shipment: delivery or pickup point address, customer details and the tracking barcode.
3. Pack the parcel — pack your product carefully in suitable packaging to avoid any damage in transit. Make sure the parcel is properly sealed and the label is correctly attached to the packaging.
4. Drop off the parcel — if the customer chose Mondial Relay, drop the parcel at a pickup point; you can find the nearest one on the official Mondial Relay page. For Colissimo, drop it at a post office or a La Poste pickup point.
5. Keep the receipt — hold on to the drop-off ticket: it is your proof of handover to the carrier and carries the tracking number.
6. Follow the shipment — once the parcel is dropped off, the customer can track it with the tracking number. You can also check the shipment status from your dashboard.

Your payouts are handled by Stripe. Once your Stripe account is set up and verified, your sales — less the Hey Dom commission — are paid out to the bank account you provided. You can follow your sales and your payouts from your creator dashboard.

From your creator dashboard, create a campaign: present the project, add your products and their variants, photos and videos, then set the campaign duration in days. Our team reviews the campaign before it goes live; the end date is calculated from its actual launch.

Hey Dom is available in French, English and Spanish. The language is detected automatically on your first visit and you can change it at any time from your settings; your choice is kept for your next visits.

We only collect the data needed to run the service: account, orders, delivery and communication with creators. Full details of how data is processed, how cookies are managed and your rights (access, correction, deletion) are described in our privacy policy.

Write to us at contact@hey-dom.com from the email address linked to your account. Some order-related data is retained for as long as our accounting and tax obligations require, as set out in our privacy policy.

For a question about a specific order, start with the messaging attached to that order: the creator replies directly. For anything else — an account problem, a question about the platform, a report — write to us at contact@hey-dom.com.