FREQUENTLY ASKED QUESTIONS
Do you need help? If you need anything, we will help you at any time! Do not hesitate to check our FAQ's.
You will not be able to change or cancel your order once you have finished it. However, under certain circumstances, you will be able to change or cancel it through customer service as long as the product has not been processed.
You will not be able to make any changes once the order has been processed in our warehouse.
If you want to cancel an order that has already been shipped, it will be processed as a voluntary dismissal.
If you have any other question, you can contact with us through our application form.
Once your order leaves our warehouse, you will receive an email to let you know. This message will also include the tracking number for your order.
You can check the state of your order at any time with the tracking number in the website of the delivery agency that is handling your order or here.
Our packages do not include the invoice for your order. If you want, you can download it in PDF format whenever you want from your customer account, in the ‘orders’ area. If you want your VAT number to appear in your invoice, please change the settings of your profile from “Particular” to “Company”.
There is no minimum order.
Shipping to the peninsula (Spain and Portugal) is free for order over 15.90€.
The shipping cost (Spain and Portugal) for orders under 15.90€ is 2.99€.
The final cost of the shipping will be calculated once you log in your customer account or when you select the delivery address before finishing your order.
Shipping to the Balearic Islands is handled by Correos Express and it is free for orders over 45€. The shipping cost of orders under 45€ is 6.90 €.
Shipping to the Canary Islands is handled by Correos Express and they are free for orders over 60€. The shipping cost for orders under 60€ is 6.5€. HSN will be responsible for the island taxes: importation taxes (AIEM) and custom duties (DUA).
We also ship to Europe. To check the cost of international shipping, add the products to your cart and select the delivery address. You can get more information about international shipping here.
The products by HSN can be returned and refunded as long as the complaint and return are done within a period of 14 natural days and due to the following reasons:
- Voluntary dismissal: To do this, you will find all the necessary information, as well as an application form in our general conditions.
- Defective/wrong product or incomplete order: If your order has not arrived as you expected and you have received a wrong, incomplete or defective product, get in touch with our HSN Customer service through this form.
We will need the order number, the reason of your disconformity and photos (less than 1MB) of the incident to process your query as soon as possible.
If you want to return a product from your order, you have 14 natural days to do so since you received your order. You will be able to proceed to return the product through the return form from our HSN Customer service.
We do not pay for voluntary dismissal returns. Open or clearance products cannot be returned.
As soon as the products reach our warehouse, we will check the state of the returned products, cancel the sales contact, and refund the payment (damaged or open products cannot be returned) in the following 14 days after processing the return.
If you have paid through bank transfer or cash upon delivery, you will have to provide your bank information, including SWIFT code (or BIC), IBAN and complete name so that we can proceed to refund the payment correctly.
If you have paid with a credit card or Paypal, you do not have to provide any bank information.
You can find more information about our Refund Policy here.
You can return all the articles purchased at HSN except for those that are open or on clearance, since they cannot be returned.
We do not pay for voluntary dismissal returns.
HSN will pay for the refund cost in case of a defective or wrong item.
HSN ensures the safety of the different payment methods. Our payment technology encrypts all the customer information, like payment information, name and address, so that nobody will be able to access them without authorization.
There are the different payment methods:
- Credit or debit card (Mastercard y Visa)
- Bizum (only available for Spain)
- PayPal (3% commission)
- Bank transfer (advance payment)
If you pay with credit or debit card, the cost will be charged when you complete your order. If the payment is not completed properly, we will send you an automatic email that will inform you about the order status (check your spam folder).
HSN is not responsible if the user of a customer account does not protect the information properly.
PayPal is an online payment service that ensures a safe, easy and quick payment. This payment method has a 3% commission in our web.
Once again, HSN is not responsible if the user of a customer account does not protect the information properly.
If you select bank transfer you will receive an email confirming your order as well as the necessary information to make the payment.
You have a period of 7 natural days to make the payment since you made the order.
Important: It is indispensable to provide the order number in the subject of the bank transfer. Otherwise, we will not be able to identify the order and, therefore, we will not be able to send it. The bank transfer can take between 2 and 3 working days.
If you need more information, you can check the payment methods here.
If you want to make sure that the payment has been properly made, you can check your bank account status. If the cost has been withdrawn, it means that the payment has been completed.
If there was an error with the payment, we will save your order (with the same conditions) for 24 hours since you made the order, so that you can get in touch with our Customer service to retrieve your order.
If you do not get in touch with us, the order will be canceled automatically and you will not be able to retrieve it.
As soon as you finish the purchasing process, your order will be processed and ready in the following 12 hours, which is why its shipping and delivery tend to take 3-4 working days in general.
This delivery time can slightly change according to the availability of the selected products, the payment method, or the delivery agency that handles the shipping. Also, the delivery time can change if there are holidays, national holidays or special promotions.
Don’t forget: if you choose bank transfer as the payment method, the order will start to be processed once the payment has been received (this can take 2-3 working days).
Please, contact with our customer service if you want to know the estimated delivery time for your order.
HSN works with severals transport agency such as DHL, FedEx, Spring, UPS and GLS to deliver orders internationally.
Once your order has been sent, we will sent an email automatically with the tracking numbers and the delivery agency so that you will be able to track your order.
You can check your order status in the delivery agency website or here.
You can use your account to:
- Change your personal information such as the delivery address, contact number, etc.
- Track your order and consult previous orders
- Save your favorite products
- Check your points
- Suggest HSN to your friends and get points through the HSN Friend Plan
Your password is encrypted and saved so that HSN does not have access to it.
In order to respect your privacy, we ask that you change your password (click here) in the corresponding area introducing the email address that you used to create your account. You will receive an email with your password after a few minutes.
Due to legal issues, the information related to orders has to be saved for a certain period of time, which means that they cannot be fully erased during that time. For more information, you can get in touch with our customer service.
Have you checked if you were logged in with your account?
If you were not, it means that the system detected that you were already registered.
We suggest that you log in first and then finish your order.
If you still experience this error, please, contact with Customer Service.
The 90 days are counted day by day (they are re-calculated each night).
Therefore, the counting takes into account the orders that have been made until the present day (always orders that have been completed).
The points can be exchanged when you make an order from your customer account, in multiples of 300 and up to a 20% of the total cost of the order.
Once you have the products in the shopping cart, a window will appear (if you have 300 or more points accumulated) where you will be able to choose the discount.
The points are euros that can be discounted: 300 points are 3€
Is there any product that already has a discount?
Then, the coupon is not applicable to other offers or promotions, which is stated in the email in which it is sent.