FAQ’s / Frequently Asked Questions
What payment methods are available for Hydrogen lovers?
It’s currently possible to complete an online purchase using the following methods:
- Credit card
- Wire transfer (only in the European Union)
- Cash upon delivery, only in Italy (with a 6€ payment fee)
How secure is my credit card information?
All credit card transactions are secured using an industry-standard, anti-fraud server.
In no case and in no phase of the payment process is FiloBlu able to access your credit card information, as all data is sent using a secure and direct connection directly to the bank processing the transaction. No credit card data will be archived, therefore, in no case will FiloBlu be held responsible for any fraudulent and/or improper use of credit card data by third parties upon payment.
Is it possible to obtain a fiscal receipt for my order?
A fiscal receipt must be requested from our Customer Care Department within 24 hours of placing your order.
What countries does Hydrogen ship to?
Hydrogen ships to the following countries:
Albania, Andorra, Australia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Brazil, Bulgaria, Canada, Chile, China, Columbia, Costa Rica, Croatia, Czech Republic, Denmark, Dominican Republic, Estonia, Finland, France, French Guiana, Germany, Greece, India, Hungary, Iceland, Ireland, Israel, Italy, Kazakhstan, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Macedonia, Malta, Mexico, Monaco, Montenegro, Netherlands, New Caledonia, New Zealand, Norway, Paraguay, Philippines, Poland, Portugal, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, Ukraine, United Arab Emirates, United Kingdom, United States of America, Uruguay, Vatican City State, Venezuela.
Deliveries are made, within the Italian territory, to the Republic of S. Marino and to the Vatican City State.
Is it possible to pick up merchandise purchased online in a store?
The Hydrogen website is an e-commerce store and as such sells exclusively online. Therefore, in-store pickup is not available.
If you wish to make a purchase in a store, please contact a retailer near you.
How much does shipping cost?
To calculate shipping costs, simply add a product to your shopping cart and specify the country you would like to ship to.
The total will then be automatically calculated.
Do I have to pay customs fees?
For deliveries outside of the European Union, any import fees will be at the recipient’s expense. Thus, we invite our customers to contact local customs authorities in advance to verify any costs and import restrictions.
Is it possible to ship my order to another address?
It’s possible to ship your order to an address that is different from your billing address, as long as it is within the same country selected in the billing phase.
How many days before my orders ships?
Orders are shipped within 2-5 business days from the date of the order confirmation (excluding unforeseen circumstances).
Where is my package?
You can track your package by inserting the tracking number sent in your shipping confirmation on the courier’s website.
When will my package arrive?
For information on delivery times, you can refer to your order’s tracking number, which can be found in the shipping confirmation e-mail. Enter this in the courier’s website to track the delivery status.
Is it possible to cancel my order?
In order to cancel an order that has already been confirmed, you must contact Customer Care before it is processed by our Logistics Department.
What can I do if the model, color or size isn’t right?
Our clients have the right to recede from the purchase contract and request a return for any reason, without needing to specify the reason for return.
A return request must be made within 14 business days from the date you received your order.
How do I request a return?
The customer must contact Client Services to have a return authorized. Return shipping fees are at the customer’s expense, except in cases in which the return is requested due to manufacturer’s defects or if the product delivered was different from the one ordered.
The right to return a purchased product is possible only in its entirety; it is not possible to exercise this right on a single part of a purchased item (for ex. a product’s accessory, etc.). In order to complete a return, the product must be intact and in its original packaging, including any documentation and accessory pieces such as labels, tags, seals, etc.
Who pays for return shipping fees?
A refund does not include return shipping fees. Therefore, the customer may use the courier he/she finds most opportune.
How do I get a refund?
Upon receiving your return, our team will evaluate the compliance of the returned product(s) with the aforementioned requirements.
We will then reimburse the customer for the amount paid, deducting any supplementary shipping costs, within 14 (fourteen) days from the date we receive the return, using the same payment method chosen by the customer when placing the order.
Is it possible to receive updates on Hydrogen products?
To receive regular updates on Hydrogen promotions and news, you can subscribe to our newsletter here.
How do I contact Customer Care?
If you haven’t been able to find an answer to your question in our FAQ, you contact Hydrogen Customer Care directly by:
Telephone: +39 041 838 0035
Hours: Mon. – Fri. from 8.30 to 13.00 and from 14.30 to 18.00