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    Logotipo - Hilbea

    Hilbea

    Loja On Line

    FAQ

    Payment methods

    What currency are your orders in?

    Our currency is in Euros, but we accept orders from different currencies.

    Orders

    How do I know my size?

    To know your Hilbea size, please check our Size Guidelines, check the product descriptions to know the model’s size or contact us.

    I want to change or cancel my order, is that possible?

    Yes, you can cancel your order within the 14 days after the purchase. You just have to send us an email at orders@hilbea.com.
    Only the value of the item will be returned to you, the shipping costs are on the customer’s responsibility.

    Where do you ship from?

    We ship from Portugal, where we also produce and store our products.

    Delivery

    What shipping options do you provide?

    For national shipping, we work with CTT, with both home delivery and pick up points.
    While international delivery is conducted by UPS, also with both delivery options.

    How much does shipping cost?

    Shipping costs depend on the weight of the product, the delivery options and the delivery address. They are automatically calculated at the checkout. Please, feel free to simulate an order to check the exact value of the shipping costs or contact us and we will help you with that.

    How long will it take for my order to arrive?

    For Portugal (Continental) orders are delivered in 24h. Azores and Madeira can be from 5 to 10 days.
    Spain can take up to 1 to 2 days, depending on the city.
    For the rest of the world, it depends on the country, since it can go from 3 to 12 days.
    At the end of the checkout this information is automatically calculated.
    Feel free to contact us at (orders@hilbea.com) for more detailed information.

    Can I change my shipping address?

    Unfortunately, you can not. However, if you have any doubt or problem related to this, feel free to reach us out at (orders@hilbea.com) and we will solve it the best way possible.

    Can I track my order?

    Yes, our carriers will get in touch with you and give you all your tracking information.

    What happens if I am not home?

    If the delivery is to Portugal and Spain, your order will be delivered to a pick up point near the address you have given us, which you must pick in 6 days. You will be notified if that happens.
    If you have placed an International order, the product will be delivered to a pick up point near the address you have given us. You will be notified if that happens.
    If there are no pick up points close to that address, the order will be delivered 3 more times until it is received.

    Will my order be charged with custom or import charges?

    This type of delivery charges might happen depending on the destination. Hilbea has no control or responsibility over them. For more information, contact your local customs office so you can be updated on the process and taxes involved in such operations.

    What if my order hasn’t arrived?

    Our carriers will get in touch with you so that you can track your order. Please, always check on the tracking platform if the order has been delivered or not and where it has been delivered, because in case of a wrong address or delivery set back, the order can be delivered to a pick up point. If it is, be sure to collect it within 14 days or your order will be delivered back to us.
    If you need any further information, please feel free to contact us, we will help you with all you need. Just make sure to update us on your Order Info for a faster response.

    Returns

    What time do I have in case I want to return an item?

    If you want to return an item you should contact us at (orders@hilbea.com) within 14 days, informing us the number of your order and item you want to return and we will provide you with further information. Returned items must be in the same condition in which it was sold.

    How will I receive my refund?

    You will receive the same value of the item and depending on the case you will be responsible or not for the return shipping costs. The refund method will depend on the type of payment used.

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    Logotipo - Hilbea


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