Shipping times and costs:
The shipment of the products is carried out by Hydrogen selected courier, for which a shipment tracking service is active.
The courier delivers on working days (therefore excluding Saturdays,Sundays and local or national holidays) from 9:00 to 18:00.
Any shipping costs are indicated at check out, when the order is finalised.
Orders are processed by our logistics in 1-2 working days from the date of their receipt in our system.
During Sales, Black Friday or holiday periods, shipments may take longer.
With regard to deliveries requested in countries outside the European Union, any import customs fees will be at the recipient's charge.The customer is therefore invited to contact the customs authorities of their country in advance to check the costs and any import limits.
We suggest that you always choose an address where someone can pick up. If you prefer to receive your order at the office or at a concierge, please also indicate the name of the contact person. If you are not present at the time of delivery, the courier will leave a notification note with the instructions to collect the goods or will try to make 1-2 new delivery attempts. We always advise you to monitor the status of the shipment with the tracking code that will be communicated to you via email at the time of shipment of the package. You can check the status of the order at any time.
Upon delivery of the products, the Customer is required to check:
- that the number of packages delivered corresponds to what is indicated in the transport document;
- that the packaging is intact, not damaged, wet or otherwise altered, even in the sealing materials (adhesive tape or metal straps);
Any damage to the packaging and / or the product or the mismatch in the number of packages or indications, must be immediately detected, placing a specific indication on the delivery document of the product to be returned to the courier;
any problems concerning the physical integrity, correspondence or completeness of the products received must be reported within 14 days of delivery, according to the procedures set out in this document.
What do I do if my parcel is damaged or if there are missing items in it?
We want you to receive an intact package with all the items purchased. If the event that this does not happen, we ask you to help us by sending photos of the damaged package to our Customer Care: firstname.lastname@example.org
In case of missing articles, please always contact us to our Customer Care at the following e-mail address: email@example.com specifying briefly which are exactly the items involved.
What do I do if I haven’t received the package?
Our couriers do their best to ensure that you receive your order in time and above all intact. However, despite due diligence,we cannot exclude the chance of exceptions.
If the tracking number shows a problem with the delivery of your parcel related to the shipping address, you can contact the courier directly to receive further information.
In case the courier needs our assistance (as sender) please contact our Customer Care within 14 days from the shipment of the package.