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.
PAYMENT
What can I do if payment is refused?
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
NWL SUBSCRIPTION
I no longer want to receive newsletters, what should I do?
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
- 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
SUBSCRIPTION-ACCOUNT
How can I create 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
What do I do if I forgot my password?
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.
What do I have to do to delete my account?
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.
SHIPMENT/DELIVERY
When will my order be shipped?/ What is the delivery time for my order?
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.
Where is my order?/ How can I track my shipment?
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.
I checked the shipment status and found problems. What should I do?
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.
I checked the shipment status and found problems. What should I do?
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.
What should I do if I have entered an incorrect delivery address?
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.
What should I do if I receive an order with broken or missing products?
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.
RETURN AND REFUND
Which items can I return?
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.);
How long have I got to make a return?
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
I received a faulty or wrong product, can I return it?
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.
Can I return or ask for a refund for a purchase made in a store or on another website?
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
When will I recieve the refund?
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.