Orders and payments
Yes, you can place an order without creating an account. Creating an account is optional, but it allows you to view your purchase history and check the status of your orders.
You will receive an order confirmation, followed by the necessary payment information. Once we receive and validate your payment, we will begin preparing your order. Tracking information will be provided after the package has been handed over to the carrier.
We prepare and send payment information manually, usually within a few minutes to a few hours on business days. Orders placed outside of our business hours are typically processed the following morning. We also process orders on weekends, though processing times may be slightly longer.
You can pay by credit card, Apple Pay, Google Pay, bank transfer or cryptocurrency.
Credit card payments are usually confirmed immediately.
Cryptocurrency payments are validated after the necessary confirmations on the network used. The processing time depends on the network and its level of activity.
Bank transfers are confirmed upon receipt of funds in our account. This usually takes up to one business day, with longer processing times on weekends and public holidays.
Order status is manually updated within 24 hours of payment confirmation. Order preparation has usually already begun when the new status appears in your account.
The transaction is transmitted to the network immediately, but its validation requires several confirmations. Payment is usually confirmed quickly, except during periods of high network activity.
Please ensure that you adhere to the cryptocurrency, network, destination address, and amount specified in your payment instructions.
Use only the payment details provided for your current order. If you wish to make the transfer more than 48 hours after receiving them, please contact our customer service to verify that they are still valid.
Do not reuse bank details from a previous order.
Only the payment methods offered during checkout are available. If PayPal is not listed, it is not offered for this order.
No, there is no minimum amount required.
Contact our customer service as soon as possible. Modifications or cancellations are generally still possible as long as the order is being processed.
Once the package has been handed over to the carrier, the order cannot be canceled. To change the address or delivery details after shipment, consult the options offered by the carrier.
Products and authenticity
Yes, Hilma Biocare Shop is an authorized Hilma Biocare retailer. We offer the brand’s products in their original packaging, complete with authenticity verification devices.
Genuine Hilma Biocare products have a unique verification code. Scratch off the protective area, then enter the code into the official Hilma Biocare verification system.
The location of the code varies depending on the product: it is found on the bottle label, on the packaging or inside the packagin.
Yes, analysis reports from independent laboratories are available on the product pages for the products concerned.
To obtain the latest available report for a specific product or batch, please contact our customer service department before ordering. We will then provide you with the available information.
Shipping and delivery
Orders are shipped from our warehouse located in the European Union.
We deliver to mainland France, as well as Belgium, Luxembourg and Monaco. We also serve other European destinations.
For France, Corsica and overseas territories are not served. The list of available countries is displayed when you confirm your order.
Delivery costs €27. Delivery is free for orders over €450.
Your order is usually shipped within 24 to 48 hours after payment is received and confirmed. This timeframe begins upon payment confirmation, not when you place your order.
Delivery within mainland France typically takes 3 to 6 days after dispatch. This is in addition to the 24 to 48 hours required to prepare your order.
We work with carriers including DPD, DHL and GLS. Our warehouse selects the carrier based on the destination, service reliability and delivery conditions.
The choice of carrier is generally not offered during the ordering process.
Yes, each parcel has a tracking number. This is provided to you after the parcel has been handed over to the carrier and registered in the network.
Yes, delivery to a collection point or automated locker is possible. For parcels shipped with DPD, you can view and modify the available delivery options in the carrier’s tracking system.
The carrier needs a valid phone number to send you delivery notifications and contact you if necessary.
Please verify your phone number and address before confirming your order.
Yes, orders are shipped in discreet and protective outer packaging. No product name, no indication of contents, and no reference to our website appear on the outside.
Packaging may vary depending on the destination and the carrier’s requirements.
Before shipping, contact our customer service to change your address.
After shipment, enter your tracking number on the DPD website to access options for changing the address or delivery details. You can also contact DPD directly by phone.
Orders destined for France and other European Union countries are shipped from our warehouse located in the EU.
Shipments to the UK may be subject to customs formalities depending on the route. We prepare the necessary shipping documents. If tracking indicates an unusual delay, please contact our customer service department with your order number.
Delivery problems and returns
Contact our customer service department and provide your order number. We will carry out the necessary checks with the carrier. If the package has been lost or stolen, we will resend it free of charge.
If you still haven’t received your package three weeks after it was shipped, contact our customer service with your order number.
We will open an investigation with the carrier. If the package is lost, we will resend it free of charge. A temporary interruption in tracking does not necessarily mean the package is lost.
Contact our customer service as soon as possible with your order number and clear photos of the packaging, shipping label and damaged products.
Please keep the packaging and the products in question until your request has been processed. We will replace damaged items free of charge.
Contact our customer service department with your order number and photos of the products received as well as the packaging.
We will send you the missing items or replace the products received in error, at no extra cost.
Contact our customer service department before returning any item. Return, cancellation, and refund requests are processed in accordance with our return and refund policy and applicable regulations.
Some opened or unsealed products cannot be returned for hygiene or health protection reasons. This restriction does not affect your rights when a product is defective, damaged, or does not conform to the order.
Our customer service is available from 9am to 6pm.