ORDERS AND SHIPMENTS – FAQ
How to order?
To order on our site, nothing is easier!
– Put the products you want to buy in your shopping cart by clicking the “Buy Now” button on each product page
– Validate your cart and delivery type
– Enter your details and payment information
– Accept the CGV and click “Proceed to Payment”
Please note that payment is completely secure, as credit card data is protected from unauthorized access by SSL (‘Secure Socket Layer’) encrypted data transfer, which is not accessible to third parties. Finally, having made the appropriate checks on your transaction a thank you message will inform you that your purchase was successfully completed.
How can I update or cancel my order?
Once you have confirmed the order in all its steps, you will no longer be able to cancel or change an order placed on the site, but you can exercise your right of withdrawal within fourteen days of receiving the package. We reserve the right to cancel an order if we cannot verify the accuracy of information regarding shipping address and billing information and also has the right to cancel an order that we consider has the purpose of resale by the buyer. In case of cancellation by the seller, you will of course not be charged.
How do I know the status of my order?
Upon validation of your order, you will receive e-mail notification that your order has been delivered to the courier for shipment. If, due to some technical glitch, you do not receive communications, you can request information by e-mail by filling out the form found under Customer Service.
How can I track my package?
Once your order ships, you will receive an e-mail from our courier with a link that allows you to track the delivery of your package on his site.
I have not received or lost my invoice, how can I request it?
The invoice will be delivered with the delivered product. If you have lost it, please feel free to contact our Customer Service Department by e-mail using the form found under Customer Service.
How does the Promotional Code work?
A ‘promotional code’ is a coupon given to you to take advantage of special promotions. The conditions for obtaining this code will be communicated to you via special Newsletter at particular events (sign up to receive communications). If you have it all you have to do is enter the code in the field you can find on the order conclusion page: the discount will be calculated and displayed automatically.
What country do you ship to?
All orders placed on our website www.hdueo.com are shipped throughout Europe (with the exception of the countries shown in the Shipping Fee table below) by the different methods shown in the shopping cart screen and/or as indicated in the Shipping Fee table below.
What are the types, deadlines, and delivery methods?
We strive to ensure that you receive your order within 4-5 business days of order confirmation and payment (estimated time in most European countries).
– Standard delivery: the package is taken over by our logistics and processed in the next 24/48 hours (of working days) to be delivered to the courier within 72 working hours after validation of your order and payment. For orders received after 11 a.m., processing time will be counted from the next day.
Shipping cost varies from country to country as shown in the order cart and table below.
Deliveries are made Monday through Friday, excluding national holidays by couriers authorized by us. Please remember that delivery times may be delayed in the case of holidays and that shipments are suspended during holiday periods or if you find directions on our website. Carriers do not deliver on 25/12, 26/12, 01/01, weekends and holidays in Italy or the country of delivery. For the Islands, the delivery time is estimated to be 10 to 15 working days or according to the local correspondent’s mode and timing. In the table below you will be able to see the shipping costs.
Can I postpone my shipment?
It is not possible to delay the shipment of the package.
I got the delivery address wrong, how can I change it?
If the delivery address listed on your order contains an error or requires further clarification, please contact our Customer Service Department within one hour of placing your order via email using the form found under Customer Service.
What happens if I am not at home at the time of delivery?
If you have chosen standard shipping : If you are not at the drop-off point when the courier arrives, a notice will be deposited in your mailbox and you will be notified of a new drop-off day and time. If you are not present for the second pass, you will need to contact the courier’s customer service department to schedule a third pass for delivery or pickup at the location that the courier will notify you.
I received a damaged package, what can I do?
If you experience this problem please contact our Customer Service Department by sending e-mail via the form at Customer Service section, specifying the order number. If you find any damage on delivery, make a conditional collection by specifying it on the delivery note and send a registered letter to the courier within a maximum of 3 days after delivery, with a copy to the address you will be given by our Customer Service, always specifying the order number.
The product I received does not match the product I ordered or has a defect, what should I do?
If you experience this problem, we apologize in advance. Please inform us within 14 days of receiving the product by sending email using the form at Customer Service section. In case of case of defective product or different from the one ordered we will proceed with free replacement of the item.
The product I want to purchase is no longer available, what should I do?
If you cannot find the product you want to purchase on our online store or if it is no longer in stock, please contact our customer service department by e-mail by filling out the form provided under Customer Service. The stock is updated continuously, please feel free to come back and check the site for availability regularly.
