How can I make a purchase?
Look at all our products and be inspired. If you already know what you are looking for, use the menu in the navigation bar or the search bar to immediately find the product you are looking for. You can search by object category or be inspired by the "shop by room" menu. Once you have found the right product you can use the "Add to Cart" button to continue your purchases or the "Buy Now" button to go directly to checkout. In the first case, you can check the items in your cart by clicking the icon at the top right of the page. Here you can also add your discount code in the appropriate box, then click "Apply" and you will see the updated price. If you need to leave a special note, for agreements made via email, to specify that it is a gift or to request the invoice, use the appropriate field. to proceed.
Do I need to have an account to make a purchase?
No, you can also purchase as a guest . Or you can create your account at the same time as your order, to facilitate your future access.
How do I use a promotional code/voucher?
You can enter your promotional code in your cart or at checkout . Enter the code exactly as it appears and click the “apply” button. Promotional codes cannot be combined and do not apply to sale items, unless otherwise specified.
What payment methods do you accept?
We accept payments from all credit cards ( Visa, Mastercard, American Express ), Paypal, Apple Pay, Google Pay and Amazon Pay , you can also pay via the Klarna portal (you can split the amount into 3 installments). You can also pay on delivery by choosing the " cash on delivery " method.
Can I pay in installments?
You can purchase in installments, at no additional cost, directly at checkout, with a simple click thanks to the collaboration with Klarna (find out how it works ). In short: purchases in 3 interest-free installments .
I need an invoice, how can I request it?
In the cart, you will find the "notes" field where you can specify your invoice request. At the time of payment, in the checkout, you will find the additional fields "tax code" and "PEC" (you can also enter the SDI code directly in the notes), furthermore, you will find the space to indicate any billing address different from the shipping address.
Alternatively, you can write to email@example.com sending all your data. Remember that, according to Italian tax legislation, it is not permitted to issue an invoice later than the twelfth day from the date of purchase.
How can I update my order?
If you need to make a change or cancel your order, please contact our customer service team at firstname.lastname@example.org
Since we try to process and fulfill your order as quickly as possible, please contact us immediately after placing your order and we will do our best to help you. The order can only be modified before shipping.
What is pre-order mode?
Some items are available in "pre-order" mode. They can be identified by a badge with the words "pre-order" and/or by inclusion in a specific collection.
The pre-order mode allows you to purchase our new products in advance, at special conditions. This launch method for new products is in line with our philosophy of design sustainability: we do not create warehouse stocks and we make our products with artisanal manufacturing, completely in Italy, in our workshops. The orders collected in the launch week are all processed together with the closing of the promo, therefore production and delivery times are estimated at approximately 4-5 weeks .
SHIPPING & RETURNS
When will my order be shipped?
All orders are shipped from our warehouse in Italy. We do our best to process and ship your order as quickly as possible.
We usually need around 10 working days to be able to produce your order in-house. During holiday periods, this period may be extended. If you placed your order over the weekend or on a public holiday, we will begin processing your order on the next business day. You will receive a shipping confirmation email with tracking code as soon as your order leaves our warehouse.
In total, consider that from the moment of your order to receipt, at this moment, approximately 4-6 weeks pass
*in the case of items in pre-order mode, delivery times are indicated separately: this method is indicated, see under "pre-order" for all the details.
How can I track my order?
When we create the shipping label, you will receive an email with the tracking number , directly from the courier in charge, so you can follow the path of your order.
What is your return policy?
You have the right to withdraw from the purchase for any reason, within 14 days from when you take possession of the goods. In this case, you will be reimbursed for all expenses incurred. However, you are responsible for returning the item and you will be responsible for the return costs.
How can I return a product?
To make your return, follow these simple steps:
1. Contact our customer service: if you are not fully satisfied with your order and want to make a return, write to email@example.com indicating the return request and the order number in the subject. To speed things up, attach the withdrawal form that can be downloaded at this link . We will contact you to send you precise instructions
2. Return packaging: prepare the package with the original box containing the product or products you wish to return.
3. Returning products via courier: we will send you a label to stick on the box and we will book the courier to collect it from your address (the same address to which we delivered the order).
4. Return confirmation and refund: After receiving your return, we will check whether the quality of the product(s) meets our return policies (i.e. whether the product is intact and undamaged). We will then refund you via the same payment method used for the purchase, as soon as possible. The amount we advance to the courier for returning the piece will be deducted from the refund amount.
What are the warranty conditions?
As a consumer you are entitled to a 2 year warranty for defects on the products purchased.
Remember that the objects sold on hiro.design are produced in small series with a combination of industrial and artisanal production methods. Any small imperfections and irregularities, therefore, are not to be considered defects, but rather characteristics that make each of our articles unique and authentic.
If, however, you believe that the product you received has malformations or defects, contact us immediately at firstname.lastname@example.org indicating the order number, the problem and sending at least one photo of the same.
If a viewing of the object is deemed necessary, we will collect the piece at our expense. If the outcome of the evaluation indicates a defect on the object, we will repair it, when possible, or replace it. If this is not possible, we will refund the total price, including shipping costs.
For all conditions, see the platform's Terms and Conditions form.
When will I receive the refund?
Our Customer Service will check the quality of the returned product and issue the refund if it meets the conditions of the return policies. Returns are accepted only on purchases made directly on the hiro.design website
You will receive a refund to the same payment method used for the original purchase, as soon as possible. Please note that refund times may vary depending on the payment method selected.
The amount we advance to the courier for returning the piece will be deducted from the refund amount.
Do you ship internationally?
We ship throughout Europe . We do not yet offer shipments outside the European Union via the site. If you need to ship outside the EU or if you have special needs, contact us on email@example.com
What should I do if my package arrives visibly damaged?
If at the time of delivery you find anomalies (such as missing 1 or more packages or visible damage to the packaging) or you suspect that something may be damaged, you are invited to ACCEPT WITH RESERVATION, specifying the reason.
This is very important in order to be able to replace the damaged piece if necessary.
How to do? Ask the carrier to include the words "GOODS WITHDRAWAL WITH RESERVE" in the delivery document, specifying the reason.
(Ex: "goods withdrawn with reservation for crushed packaging" or "goods withdrawn with reservation for missing packages" ).
Here are some examples of visible damage: lacerations, splits, crushing, perforations or other similar damage. Suspicious noises coming from inside the package are also a sign of damage.
If serious damage is evident you can also REJECT the shipment with the reason "DAMAGED GOODS". In all these cases, contact us immediately at firstname.lastname@example.org
Are Hiro's products Made in Italy?
All Hiro products are made internally in our workshops and completely in Italy . Our production is practically on-demand: each object is produced in small series based on the requests of our customers. A large part of the work consists of manual operations carried out by expert craftsmen.
I would like a different color than the one in the catalogue, can I request it?
Yes, if it is a color that is part of our palette (you can find all the colors HERE ) just indicate it in the notes field of the cart when ordering. If it is not present in our palette but you know the RAL code or have other specific indications, you can write an email to email@example.com with your request: if the color is present in our paint warehouse, we will confirm your choice and ask you to indicate it in the notes field.