orders
You can track your order status by clicking 'Track Order' in the menu at the bottom of any page or by clicking here.
We may be able to modify or cancel your order if the shipping process has not yet begun. Please contact us as soon as possible for more information.
To modify or cancel an order:
- Click the 'Contact Us' button
- Fill in the required fields
- In the 'Reason' field, select 'Modify or Cancel an Order'
- Submit the request, and you will be contacted as soon as possible.
We can change the address if the shipping process has not yet begun. We encourage you to contact us as soon as possible.
If the package has already been shipped, we can try to intervene by contacting the courier, but there is no guarantee that the request will be accepted
It is possible that the courier may charge an extra fee for the address change; if so, we will contact you before proceeding with the change.
To change the shipping address:
- Click the 'Contact Us' button
- Fill in the required fields
- In the 'Reason' field, select 'Change Address'
- Submit the request, and you will be contacted as soon as possible
If you don't have an account on HILO, you can't view your order history. However, if you're waiting for a delivery and are not registered, you can still track your package by clicking here and entering the order number received by email
shipping
We ship to the following countries: Albania, Andorra, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
If you don’t see your country listed among those, you can:
- Click the ‘Contact Us’ button.
- Fill in the required fields.
- In the ‘Reason’ field, select ‘Do you ship in my country?’ and enter the country you would like to receive the parcel.
- Submit the request, and you will be contacted as soon as possible.
Europe 1 - Shipping cost 7,90 €. Free shipping for orders over 100 €:
Andorra, Austria, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxemburg, Netherlands, Portugal, Spain.
Europe 2 - Shipping cost 10,60 €. Free shipping for orders over 120 €:
Ireland, Hungary, Poland, Slovakia, Slovenia.
Europe 3 - Shipping cost 14,60 €. Free shipping for orders over 150 €:
Bulgaria, Croatia, Estonia, Finland, Greece, Latvia, Lithuania, Malta, Monaco, Romania, Sweden, United Kingdom.
Europe 4 - Shipping cost 19,90 €. Free shipping for orders over 200 €:
Albania, Iceland, Liechtenstein, Norway, San Marino, Serbia.
Europe 5 - Shipping cost 34 €. Free shipping for orders over 300 €:
Switzerland.
Shipping time may vary depending on the courier and shipping country, usually the package arrives in 2-10 working days from when the order is processed.
Please note that times may be longer if the package needs to be sent to remote areas or islands.
For further information we invite you to read our page
Shipping Info
RETURNS & REFUNDS
Yes, although we are sorry that the product purchased did not meet your needs.
To return a product for a refund:
- Click on the “Contact us” button;
- Fill in the required fields;
- In the “Reason” field, select “Damaged, Incorrect or Faulty Product” or “Right of Withdrawal“;
- Attach a photo or video of the anomaly in which you understand exactly what the problem is;
- Send the request and you will be contacted as soon as possible;
Please keep the original box of the item as, since these are mostly intimate hygiene items, it is essential to send the item in its original packaging. If the product consists of multiple pieces it is necessary to include them all in the return package.
- Right of Withdrawal – If the product you received does not meet your expectations, you have 14 days from the delivery date to inform us about the desire to return the item.
- The Product is Faulty– If the product you received stops working despite having used it correctly, you can apply the warranty right. Every product sold by HILO is original and covered by a 2 year warranty.
- The Product is Damaged or Incorrect – If the product is damaged or incorrect you have 24 hours to inform us about the desire to return the item.
If you received a damaged, incorrect or defective product we apologize for the inconvenience.
To contact our Customer Service follow these simple steps:
- Click on the “Contact us” button;
- Fill in the required fields;
- In the “Reason” field, select “Damaged, Incorrect or Faulty Product“;
- Attach a photo or video of the anomaly in which you understand exactly what the problem is;
- Send the request and you will be contacted as soon as possible;
Please note that all returned items will be inspected and those that show signs of wear or misuse rather than a manufacturing defect may not be refunded. (e.g. a vibrator broke because it was submerged and was not waterproof).
Have you received a package that has been tampered with or damaged?
In some cases, unfortunately, a package suffers damages during transport and affects the items inside. If you have come across a package that is damaged or shows signs of tampering and the products inside have been affected, we will work to find a solution immediately.
Keep in mind that it may happen that a cardboard box suffers a blow, but the products inside are in perfect condition. The reason for the existence of packaging is clearly to protect the products, so it is worth to open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport accident.
Usually, we will not ask you for photographs of the condition in which you received the package, but you can take them in case it would be helpful to have them at any time.
On the other hand, if there is no physical damage, but then you find that some product does not work, what you need is the guarantee for which you request the return with the reason “Damaged, Incorrect or Faulty Product” .
If the product you purchased does not meet your expectations or you have simply changed your mind and want to receive a refund, please contact our Customer Service by following these simple steps:
- Click on the “Contact us” button
- Fill in the required fields
- In the “Reason” field select “Right of Withdrawal“
- Send the request and you will be contacted as soon as possible
All products sold by HILO are original and have a 2 year warranty from the date of purchase.
If possible, we suggest you to register the product on the manufacturer’s website, sometimes some brands offer a more extended warranty.
Yes, there are some products that cannot be returned.
For hygiene reasons, the right of return cannot be satisfied in the following situations:
- All sex toys, unless the item is found to be faulty or damaged and is still under warranty
- Lingerie/underwear, which has been worn or where the hygiene seal, tags or labels have been damaged or removed
- Condoms
- Lubricants
- Massage oils
- Cosmetics or edibles where the safety seal has been broken
- Items purchased as part of a set, but returned separately or as an incomplete set
On many occasions the products include free batteries, if the batteries don’t work, it doesn’t mean the product doesn’t work.
In some occasions it may happen that the batteries are flat and the sex toy needs new batteries, in this case the product cannot be returned.
After completing and submitting the Contact Form, we will analyze your request and contact you as soon as possible to indicate how to return the package.
Once we have received the package, we will analyze the items based on your descriptions and if all the provisions have been respected, we will make the refund depending on the payment method chosen during the purchase within 15 days from when HILO receives the package.
Courier times vary depending on the shipping country. As soon as we receive the product and after testing it, we will send you an email with updates.
Depending on your bank and your country of residence, it may take up to 14 business days (starting from the date HILO issued your refund) to receive your money.
If it has been more than 14 days please contact us.
For further information please read our page
Refund and Returns
PAYMENTS & PROMO
At the moment we do not accept cash on delivery payments, but all rechargeable credit/debit cards belonging to the Visa, American Express or MasterCard. PayPal circuits are accepted.
You can choose and select the method you prefer on the payment pages.
Using a promotional code is very easy.
On the cart page, under the product summary, you will find the space to enter the discount code.
Check that the promotional code is correct, click on “Apply Coupon” and the cart total will update automatically.
For further information please read our page
Refund and Returns
