Frequently asked questions

Once you have completed your order, you will not be able to change or cancel it. In some cases, you may be able to change or cancel your order by contacting Customer Service before your order has been processed.

You will not be able to make any changes once the order has been processed in our warehouse.

If you wish to cancel an order that has already been shipped, it will be processed as a return for withdrawal.

If you have any other questions, you can contact us through our contact form.

Once your order has left 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 orders over 24.90€.

The shipping cost (Spain and Portugal) for orders under 24.90€ is 2.99€.

The final cost of the shipping will be calculated once you log in to 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 customs 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:

• Withdrawal: 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.

To process the incident, we will need you to provide us with your order number, the reason for your dissatisfaction and photos (smaller than 1MB in size) of the incident in order to process your request 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.

Customer service will contact you to let you know if we will pick up the package or if you have to send it to our warehouse.

Returns due to withdrawal will not be made carriage paid in any case. Opened products or products on clearance cannot be returned.

As soon as the products reach our warehouse, we will check the state of the returned products, cancel the sales contract, 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.

Returns due to withdrawal will in no case be made carriage paid.

HSN will pay for the cost of returns in the event of a faulty or incorrect 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 different payment methods:

• Credit or debit card (Mastercard y Visa)
• Bizum (only available for Spain)
• PayPal
• Bank transfer (advance payment)

If you pay with a 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 safe, easy and quick payment. This payment method has a 3% commission on 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 cancelled automatically and you will not be able to retrieve it.

As soon as you complete the purchase process, your order will be processed and will be ready within 12 hours, so shipping and delivery usually takes 3-4 working days.

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 our customer service if you want to know the estimated delivery time for your order.