FREQUENTLY ASKED QUESTIONS
ORDER
How do I know if my order has been processed?
How do I know if my order has been processed?
Once your order is confirmed, a confirmation email will be sent to you. This email will contain the following information: order number, order date, delivery and billing details, list of items ordered, and the total amount.
If you do not receive this confirmation email and it does not appear in your spam folder, it is possible that the order has not been registered. In this case, please contact our customer service at contact@hinaiti.com or by phone at 04 11 93 85 69.
What should I do if products are missing from my order or damaged?
What should I do if products are missing from my order or damaged?
We apologize for any inconvenience. If items are missing or damaged in your package and you were unable to refuse delivery, please contact us at contact@hinaiti.com .
Where can I view my order history?
Where can I view my order history?
You can access it by clicking on the My Account icon located at the top right of the page. Log in with your email address and password, then click on My Orders.
How can I change an order I just placed?
How can I change an order I just placed?
If you wish to modify your order once validated, please contact us immediately as all orders are processed as quickly as possible.
How can I get help with my online order?
How can I get help with my online order?
Hinaiti is committed to providing you with the easiest online shopping experience possible. However, we remain at your disposal for any information regarding your orders. Please do not hesitate to contact our customer service.
PAYMENT METHOD
What payment methods are accepted?
What payment methods are accepted?
Payment is only made at the time of ordering, via the internet. You can pay by credit card (Visa, Amex, Mastercard, Carte Bleue), via PayPal, or with Apple Pay. You can choose your payment method after confirming your shopping cart.
Our site guarantees 100% secure payment and protects your personal data.
How to use a promotional code?
How to use a promotional code?
If you have a promotional code, go to your cart and click "Promo Code" to enter it. Make sure all offer conditions are met before applying it.
My payment was declined.
My payment was declined.
To ensure the security and confidentiality of your transactions, your bank cannot inform us of the reasons for a payment decline. We recommend contacting your bank directly to resolve this issue.
If you prefer to use a different card or verify that your personal information is correct using your current card, we invite you to place a new order online.
ACCOUNT
How to create an account?
How to create an account?
To create an account, go to the "My Account" section at the bottom of our website. Creating an account will allow you to:
• Track your orders online
• Subscribe to the Hinaiti newsletter to receive the latest news from the brand.
I forgot my password, what should I do?
I forgot my password, what should I do?
If you have forgotten your password, you can reset it by clicking on "Forgot password" and entering your email address.
PRODUCTS
How do I apply the product I ordered?
How do I apply the product I ordered?
You'll find all our application tips directly on the product sheet on our website. Visit the relevant product page for detailed instructions.
Is your product a victim of its own success and unfortunately no longer available?
Is your product a victim of its own success and unfortunately no longer available?
If the product you want is out of stock, you can sign up to receive a notification as soon as it becomes available again.
DELIVERY
When will I receive my order?
When will I receive my order?
The processing times for your order are calculated in working days (Monday to Friday, excluding public holidays).
• Delivery by Mondial Relay: 3 to 5 working days
• Delivery by Colissimo: 2 to 4 working days
Please note that these times may vary.
If you have any problems, please do not hesitate to contact our customer service at contact@hinaiti.com or by phone at 04 11 93 85 69.
Can I have it delivered anywhere in France?
Can I have it delivered anywhere in France?
We deliver throughout mainland France and Europe.
How long will I wait for my order?
How long will I wait for my order?
Most orders are processed within 24 hours of receipt, excluding weekends and holidays. Orders placed after 11:00 a.m. will be shipped the next business day, subject to product availability. Orders placed on Saturdays, Sundays, or holidays will be processed the following business day.
RETURNS
How do I change or cancel my order?
How do I change or cancel my order?
Once your order has been confirmed, it is unfortunately not possible to modify it. However, you can return your products within 14 days of receipt at your own expense. For assistance, you can contact our customer service.
HELP
I can't find the answer to my question, what should I do?
I can't find the answer to my question, what should I do?
If you would like more information, we invite you to contact our customer service: contact@hinaiti.com or by telephone 04 11 93 85 69 from Monday to Saturday from 8:30 a.m. to 6:00 p.m.
