Hydrogen - Luxury Sportwear

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Hydrogen - Luxury Sportwear

FAQ

Hi! How can we help you? In this section you can find the answer to your questions. Should you not find the answers to your questions in this section, you can always contact our customer service.
ORDER
How do you place an order?
Choose your favourite products, selecting the colour and size, and add them to your cart. Check your cart to make sure you have added only the items you want to purchase. If you want, you can still change quantities, delete or add some items. Go to "Proceed to checkout" or "View cart"; you can access your reserved area if you have registered on our site or continue as a Guest. Now fill in the form with your delivery address and payment method. If you have a promocode, you can add it now: you will find an appropriate field in your shopping cart or directly at check-out. Before confirming your payment, if you would like to request an invoice, please note that you must check the invoice request box and enter all the data in the appropriate fields. Now you can confirm your order: if the order has been registered correctly, a confirmation message will appear with the order number. After a few minutes, you will receive an e-mail at the address you provided when placing your order. If you do not see it, please also check your Spam folder. Once the order has been confirmed, you will have the possibility to check it in your Reserved Area or on the Guest Page
Yes, you can place an order by telephone by calling +39 041 8380035 Monday to Friday, 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m.
To redeem your promocode, place the products in the shopping cart and go to checkout. At this point, you will find a field on the right side of the page where you can enter your promocode.
No, promocodes cannot be combined with other active promotions on the website.
Check that your code has been typed in correctly, without spaces. If the problem persists, please contact us by e-mail at customercare@hydrogen.it or call +39 041 8380035 Customer service is available Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m
It is not possible to add a promotional code after the order has been finalised. If the order is still being processed, it can be cancelled and a new order confirmed. In case of need, please promptly contact customer service at +39 041 8380035 .
You can check the status of your order directly from your account or from the dedicated section if you ordered as a non-registered customer:
Order cancelled: your order has been cancelled
Order in process: order being registered
Order pending: order waiting for payment to be received
Order under investigation: payment is being checked
Order in progress: the order is being prepared at our warehouse
Order shipped: the order has been collected by the courier and is in transit to its destination
Order refunded: refund of the order placed
It is only possible to cancel the order if our logistics have not processed it. Please ask us to cancel your order by contacting us immediately at +39 041 8380035 . Customer service is available Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m.
Which payment methods are accepted?
You can pay for your orders by choosing from the following methods
- PayPal
- Credit Card
- Bank transfer (only for European countries)
After entering your credit card details and confirming your order, your bank is asked to validate the payment to obtain authorisation to proceed. If payment is refused, please contact your bank directly. If you have any problems, Hydrogen Customer Service remains at your disposal by e-mail at customercare@hydrogen.it or you can call +39 041 8380035 Customer service is available Monday to Friday from 8.30 to 13.00 and from 14.30 to 18.00
What advantages do I have by subscribing to the newsletter?
Sign up for the Hydrogen newsletter to stay up to date, be the first to find out what's new and not miss out on promotions! Signing up is very easy: just go to the dedicated section and enter the requested data. If you wish to unsubscribe, you can do so directly from the last newsletter you received, from the Newsletter section on the site, or from your account. Should you have any difficulties or doubts, please do not hesitate to contact Customer Service.
If you no longer wish to receive the Hydrogen newsletter, you can unsubscribe in several ways:
- from the Newsletter section of your account and then accessing your personal area
- by clicking on the link "If you no longer wish to receive the newsletter click here" at the bottom of the last newsletter you received.
Should you have any doubts or problems, please send us an email to customercare@hydrogen.it
Is it necessary to create an account?
To complete an order you have two options:
- Create an account, if you do not already have one. Having an account allows you to store your shipping details, view your order history and the ability to track an order and register a return yourself.
- Place your order as a guest without creating an account
To create your personal account, simply click on the dedicated image at the top right of the homepage, click on "register", and enter the required data
You can reset your password click on the link "Forgot your password?". You will be sent an email with the link to reset your password yourself.
If you wish to cancel your account you can write to customercare@hydrogen.it or call +39 041 8380035 Customer service is available from Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m.
Can I combine several orders?
It is not possible to combine different orders as payment and validation correspond to a single order: one delivery address and one billing address.
Logistics usually prepares the shipment of your order within 24-48 working hours after your purchase. Timelines may vary depending on the daily flow of orders.
Upon dispatch, the customer will receive an email containing the tracking number with which, from the courier's site, he can follow the status of his package. For further information, please contact customer service at customercare@hydrogen.it or at +39 041 8380035.
Contact our Customer Service at hydrogenoutlet@hydrogen.it or by phone +39 0419690414 from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m.
In the event of non-delivery, the courier leaves a notice on the intercom/mailbox, notifying the recipient of the delivery. A second delivery is automatically rescheduled the next day. If the addressee is still absent, the consignment is held at the local branch for 3 working days. If there is no collection within this time, the parcel is automatically returned to the warehouse.
If you experience any problems, you can contact our Customer Service at customercare@hydrogen.it or by phone +39 041 8380035 from Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m., stating what happened.
Write to us at customercare@hydrogen.it or call us on +39 041 8380035 Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m., stating what happened.
I wish to return one or more products from my order, how can I do so?
You may return a product within 14 calendar days from the date of delivery. The goods must be returned intact, complete with all its parts and in their original packaging (envelopes and packages), stored and, if necessary, used for the time strictly necessary to establish and verify their nature and characteristics. You can request returns directly from your reserved area:
- log in your account with User and Password;
- in your reserved area you will find "my orders";
-select the order for which you wish to request a return;
- select the products you wish to return, indicating the quantities and the reasons for the return;
- you will receive an e-mail confirming the return request;
- within 1/2 working days you will receive the return authorisation email from our customer care, containing the identification number (RMA ID) and instructions for shipping the package;
- insert the return approval e-mail inside the package and send it to the address:
For all packages sent from the European Union the shipping address is:
FiloBlu c/o Snatt Logistica Spa Mag. L - HYDROGEN,
Via San Biagio, 65/67,
42024 Castelnovo Sotto (RE) –
Italy For all packages sent from countries outside the European Union, which pass through customs, the shipping address is:
FiloBlu c/o Snatt Logistica Spa – HYDROGEN
Via Kennedy 12/B
42040 Campegine (RE)
Italy If you do not have an account, enter the return request by clicking on the following link: entering your order details. Enter the details of your order and select "RETURN". Insert the return request for the products to be returned, you will immediately receive an e-mail confirming the insertion of your return request with the associated RMA number.
The goods must be returned intact, complete in all their parts and in their original packaging (envelopes and packaging) following the conditions indicated below: The right to cancel may be applied to the purchased product as a whole; it is not in fact possible to return only part of the purchased product (for eg., accessories, complementary items, etc.). In order to cancel, the product must be complete and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessories: labels, cards, tags, seals, etc.);
To exercise your right of withdrawal, you must send Hydrogen a notice to that effect, within 14 days of receipt of the parcel, to the following email address customercare@hydrogen.it or via your account in the "Orders and Returns" section
To submit your request for a return due to defect, please contact our Customer Service by e-mail at customercare@hydrogen.it or by phone at +39 041 8380035 from Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m., stating what happened. You will be asked for the order number and some photos of the product, where the defect is clearly visible.
It is not possible to return or request a refund for a purchase not placed on our online shop. Please contact the retailer where the purchase was made or send and email to info@hydrogen.it
If the condition of the returned product meets the requirements, a refund will be issued within 14 days from the date of return of the package via the same payment method used to finalise the order. Hydrogen will not be liable in any way for damage, theft, loss occurring during or in any way dependent on the return shipment. If the purchase was made using a discount code, the amount of the discount will not be refunded. The refund will only be for the amount actually spent. In addition, Hydrogen may suspend the refund until receipt of the returned product or until the time at which the Customer demonstrates that he/she has correctly returned the product, whichever is earlier.
Where can I find all offers and current promotions?
To stay up-to-date on all active promotions, please subscribe to our newsletter or visit our home page