Frequently Asked Questions

Shipping and delivery

  • How long will it take to receive my order?

    All orders are generally accepted and shipped within 48 working hours. Delivery times depend on the destination area: 24 hours for major cities, 48 hours for minor and mountain locations, up to 72 hours for smaller islands or remote locations. You can consult the websites of our partner couriers for more precise information on your delivery area.

  • What is the delivery cost?

    For all orders between € 39.00 and € 94.00, shipping costs € 5.90.
    Shipping and delivery represent an important service, but at the same time they have a high economic and environmental cost (in terms of CO2 emissions). This is why we have decided not to ship below € 39 per order.

  • Is it possible to get free delivery?

    For all orders of € 94.00 or more, delivery is always free, regardless of weight and delivery area.

Questions about orders

  • How long will it take to receive my order?

    Once the payment procedure is complete, H-EARTH will send you an order confirmation by email, to the address you used to create your User Profile. The order confirmation will contain all the order data and details of the items ordered. If necessary, the order confirmation can be printed from your Control Panel, to “tick” the items of the order upon receipt. To print a PDF copy, click on “View” and then on “Print order” on the next screen.

  • How can I check the items I have ordered?

    If you need to check the order before payment, it is always good to take a look at the cart by clicking on the icon at the top right of each page of the site. A further summary of the items ordered also appears in the final stage of the checkout process, at step 5 of the checkout. To double check your order once payment has been made, check the order confirmation email you will receive or by clicking on “View” in the order line of your Control Panel.

  • I have already completed and paid for an order. Can I add other products?

    If your order has not already entered “management” at our logistics, you can ask us to add a product. It will be shipped with the order already placed, without additional shipping costs. To do this, contact Customer Service by phone. One of our operators will be happy to provide you with all the necessary assistance. For cash on delivery orders, the total amount will simply vary and you will be notified of a new amount by email. For orders paid by credit card or PayPal, it will be necessary to wait for a PayPal payment request and pay the amount of the requested integration.

  • Can I cancel an order that I have already sent?

    If you need to cancel an order that has already been sent but not yet shipped, send an email to Customer Service, or contact us by phone. One of our operators will take care of the cancellation procedure, refunding, when necessary, the amount paid for the order. It is no longer possible to intervene in the event that the order has already been entrusted to the Express Courier for delivery.

How to use the site

  • How can I create my user profile?

    Creating a User Profile on the H-EARTH Shop is very simple. All you need is an email address. Click on “My account” at the bottom right. Enter your e-mail address and click on “register”, you will receive your password at the e-mail address you entered and you can immediately start filling in and changing your profile.

  • Can I change my account details?

    It is always possible to modify the data relating to your User Profile by logging into your account. To change your name and surname, e-mail address, shipping address, billing address, telephone number or password, log in to your Control Panel and click on “Account Details” and “Addresses”.

  • What can I do if I have forgotten my password?

    If you’ve forgotten your password, that’s never a problem. Just access the login page by clicking on the “My account” link, then click on the “Forgot password?” and enter the e-mail address on the next screen, confirming with “Reset password”. The system will email you the procedure for resetting your password. If this is not successful, contact Customer Service. We will solve the problem together.

  • In the User Profile it is possible to create a list of your favorite products: a virtual product list, where you can store items to buy later, without having to add them immediately to the Cart or search the site again; or items you want to buy frequently. To add a product to a List, you must have already logged in to your User Profile.