FAQ
Orders and Payments
Yes, you can place an order without creating an account. An account is optional, but it lets you view your purchase history and check your order status.
You will receive an order confirmation, followed by payment instructions. Once we receive and confirm your payment, we begin preparing your order. Tracking details are sent after your parcel has been handed over to the courier.
We prepare and send payment instructions manually, usually within a few minutes to a few hours on working days. Orders placed outside our opening hours are usually processed the following morning. We also process orders at weekends, although this can take a little longer.
You can pay by card, Apple Pay, Google Pay, bank transfer or cryptocurrency.
Card payments are usually confirmed immediately.
Cryptocurrency payments are confirmed once the required network confirmations have been received. The time needed depends on the network and its level of activity.
Bank transfers are confirmed when the funds reach our account. This usually takes up to one working day, although weekends and public holidays can cause delays.
Order statuses are updated manually within 24 hours of payment confirmation. We have usually already started preparing your order by the time the updated status appears in your account.
The transaction is broadcast to the network immediately, but it requires several confirmations before the payment is validated. Confirmation is usually quick, except during periods of high network activity.
Make sure you use the cryptocurrency, network, destination address and amount specified in your payment instructions.
Use only the bank details provided for your current order. If you plan to make the transfer more than 48 hours after receiving them, contact our customer service team to check that they are still valid.
Do not reuse bank details from a previous order.
Only the payment methods displayed at checkout are available. If PayPal is not listed, it is not available for that order.
No, there is no minimum order amount.
Contact our customer service team as soon as possible. We can usually change or cancel an order while it is still being prepared.
Once the parcel has been handed over to the courier, the order can no longer be cancelled. To change your address or delivery arrangements after dispatch, check the options offered by the courier.
Products and Authenticity
Yes, Hilma Biocare Shop is an authorised Hilma Biocare retailer. We supply the brand’s products in their original packaging, complete with authenticity verification features.
Genuine Hilma Biocare products have a unique verification code. Scratch off the protective layer and enter the code in the official Hilma Biocare verification system.
The location of the code varies by product: it can be found on the vial label, on the packaging or inside the box.
Yes, independent laboratory test reports are available on the relevant product pages.
For the latest available report for a specific product or batch, contact our customer service team before ordering. We will share the information available.
Shipping and Delivery
We offer worldwide shipping, including the EU, the UK and other international destinations.
The list of available destination countries is displayed at checkout.
Shipping costs €27. Delivery is free on orders of €450 or more.
Your order is usually dispatched within 24–48 hours after we receive and confirm your payment. This period starts when payment is confirmed, rather than when the order is placed.
Delivery across Europe usually takes 4–14 days after dispatch, depending on the destination country. Most European destinations receive their orders within 7 days. These delivery times are in addition to the 24–48 hours needed to prepare your order. Delivery times outside Europe depend on the destination country.
We work with couriers including DPD, DHL and GLS. We select the courier based on the destination, service reliability and delivery requirements.
A choice of courier is generally not available at checkout.
Yes, every parcel has a tracking number. We send it to you after the parcel has been handed over to the courier and registered in its network.
It can take a few hours for the first tracking updates to appear.
Delivery to a pickup point or parcel locker is available where supported by the courier and destination. For parcels sent with DPD, you can view and change the available delivery options through the courier’s tracking page.
The courier needs a valid phone number to send delivery notifications and contact you if necessary.
Check your phone number and address before placing your order.
Yes, orders are sent in discreet, protective outer packaging. No product names, details of the contents or references to our website appear on the outside.
Packaging can vary depending on the destination and the courier’s requirements.
Before dispatch, contact our customer service team to update your address.
After dispatch, enter your tracking number on the courier’s website to check the available options for changing your address or delivery arrangements. You can also contact the courier directly.
Customs procedures depend on the destination country and shipping route, including for deliveries to the UK and other international destinations.
We prepare the documents required for shipping. If tracking shows an unusual delay, contact our customer service team with your order number.
Delivery Issues and Returns
Contact our customer service team with your order number. We will investigate with the courier. If the parcel has been lost or stolen, we will send a replacement free of charge.
If your parcel has not arrived three weeks after dispatch, contact our customer service team with your order number.
We will open an investigation with the courier. If the parcel is lost, we will send a replacement free of charge. A temporary pause in tracking updates does not necessarily mean the parcel is lost.
Contact our customer service team as soon as possible with your order number and clear photos of the packaging, shipping label and damaged products.
Keep the packaging and affected products until your request has been resolved. We will replace damaged items free of charge.
Contact our customer service team with your order number and photos of the products you received and the packaging.
We will send any missing items or replace products sent in error at no additional cost.
Contact our customer service team before returning any items. Returns, cancellations and refund requests are handled in accordance with our returns and refunds policy and applicable regulations.
Certain opened or unsealed products cannot be returned for hygiene or health protection reasons. This restriction does not affect your rights if a product is faulty, damaged or does not match your order.
Our customer service team is available from 9 am to 6 pm.
