CUSTOMER CARE

Welcome to Hibourama Customer Service.

Here you can refer to our policies and FAQs. Our Customer Service can assist you in all your requests via chat, by telephone or by e-mail.

How can we help?

FAQ

ORDERS

PLACING AN ORDER ON HIBOURAMA.IT

To shop on Hibourama.it, simply click on the product you would like to purchase and you'll be immediately redirected to the checkout page to complete your order.

How to place an order:

- Select your chosen colour and size on the product page

- Click “Purchase now” in one single payment

- Provide your shipping and payment details

- Check that the information you have provided is correct and click “Pay now”

After a few minutes, you will receive a confirmation email with details of your order. As soon as your order has been shipped, you'll receive a new notification via email.

Search for an item:

Explore the collection by selecting a category from the drop-down menu. If you're looking for a product with specific characteristics, use the filters. 

Product information:

The product page provides the colours and sizes available, a description of the item, and the composition. Click on the image to enlarge it and see the details up close.

 

I'M HAVING TROUBLE PLACING AN ORDER, WHAT SHOULD I DO?

Contact Customer Services at + 39 347 926 3665 Monday to Friday between 9 a.m. and 7 p.m. They will help you place your order.

CAN I CANCEL MY ORDER?

Once confirmed, orders cannot be cancelled. However, you can return your item once you receive it, as explained in our Returns Policy. For help, contact Customer Services at + 39 347 926 3665 Monday to Friday between 9 a.m. and 7 p.m.

PLACING AN ORDER WITH STAGGERED PAYMENTS ON HIBOURAMA.IT

To shop on Hibourama.it, simply click on the product you would like to purchase and you'll be automatically redirected to the checkout page to complete your order.

How to place an order:

- Select your chosen colour and size on the product page

- Click “Purchase now” in 6 or 12 instalments

- Sign up to become a club member

- Provide your shipping and payment details

- Check that the information you have provided is correct and click “Pay now”

After a few minutes, you will receive a confirmation email with details of your order. As soon as your order has been shipped, you'll receive a new notification via email.

Search for an item:

Explore the collection by selecting a category from the drop-down menu. If you're looking for a product with specific characteristics, use the filters. 

Product information:

The product page provides the colours and sizes available, a description of the item, and the composition. Click on the image to enlarge it and see the details up close.

PERSONALIZED ITEMS

To personalize an item, contact our Customer Services team: we will happily satisfy your requests.

SHIPMENTS

WHAT ARE THE SHIPPING AND RETURN COSTS?

Shipping and returns are always free for all national orders. There is a cost for EU and non-EU countries. The cost is calculated automatically for each purchase.

CAN I CANCEL OR MODIFY MY ORDER ONCE IT HAS BEEN SHIPPED?

You can return items within 14 days of receipt, in accordance with our Returns Policy. If you have any other questions on cancelling or modifying your order, don't hesitate to contact our Customer Service team.

WHAT HAPPENS IF AN ITEM ARRIVES DAMAGED?

If your order arrives damaged, please contact our Customer Service team within 14 days of receipt, who will help you to return it and arrange a replacement. 

HOW CAN I MONITOR THE SHIPMENT?

As soon as your order has been shipped, you will receive an email containing a tracking number.

MY ORDER WAS SHIPPED TO A COUNTRY OUTSIDE OF EUROPE. DO I HAVE TO PAY EXTRA?

At the checkout, you'll be able to see whether the import fees are included or whether you need to pay additional fees in order to receive your order. You may need to pay duties or taxes directly to our shipping partners in order to release your order. Hibourama has no control over these taxes and we therefore cannot advise you on how much they will be in advance.

HOW CAN I UPDATE MY SHIPPING DETAILS?

Your personal details can be modified in your Reserved Area. Once you've entered your new details, don't forget to save the changes.

WHAT HAPPENS IF MY ORDER DOES NOT ARRIVE?

If you have already received the shipment confirmation e-mail with the identification number useful for tracking your package, we invite you to check the shipment status of the same. In the event that this is delivered, in stand-by or subject to any other problem, we advise you to contact our Customer Service who will carry out the necessary checks and help you trace your order.

WHAT ARE THE DELIVERY TIMES?

Hibourama guarantees delivery within 5 working days. Any delays out of Hibourama's control should be dealt with via our Customer Service team.

THE TRACKING SYSTEM SAYS THAT MY ORDER HAS BEEN DELIVERED BUT I HAVEN'T RECEIVED IT, WHAT SHOULD I DO?

We will always send you a waybill number so that you can track your order. In order to check who actually received your order, go directly to the shipping company's site 

or contact our Customer Service team.

THE CLUB

WHAT IS THE HIBOURAMA CLUB?

As well as shopping for your next bag, Hibourama offers its customers the opportunity to be part of an exclusive club. To activate your membership, all you need to do is choose your favourite style, wear it for free for a month, and decide if you want to swap it or keep it. Signing up is easy: simply go to hibourama.it/registrazione. When you become a member of our club, you can spread the cost of all our styles over 6 or 12 months at no additional cost. You'll also get discounts on the full collection and be able to take advantage of unique services, such as Swap and Rent, with access to a selection of styles reserved for our members only.

HOW DOES THE SWAP SERVICE WORK?

By becoming a member of the Hibourama club, you will gain access to our exclusive Swap service: choose from a selection of styles reserved just for members and exchange your bag for a new one for free. You'll be able to take advantage of the Swap service once every 6 or 12 months. To swap your bag, all you'll need to do is click “change now” in the Swap section of our website and you'll be contacted by one of our advisors who will process your free swap with your chosen item.

WHAT BENEFITS WILL I GET IF I BECOME A CLUB MEMBER?

When you become a member of the Hibourama club, you can spread the cost of all our styles over 6 or 12 months at no additional cost. You'll also get discounts on the full collection and be able to take advantage of unique services, such as Swap and Rent, with access to a selection of styles reserved for our members only.

WHERE CAN I FIND THE BAGS AVAILABLE FOR SWAPPING?

Once you've registered as a Hibourama member, go to the Swap section on our website and you'll find a dedicated area with a selection of bags in perfect condition, with which you can swap your current bag during your 6- or 12-month period.

HOW DOES THE RENTAL SERVICE WORK?

By becoming a member of the Hibourama club, you'll have access to a selection of pre-loved styles: choose up to 4 bags to rent for a maximum of 15 days each (from the date you receive it) over your 6- or 12-month period. To take advantage of this service, you will need to pay 20 euros to cover the cost of shipping and return fees via your selected payment method.

WHERE CAN I FIND THE BAGS AVAILABLE FOR RENT?

Once you've registered as a Hibourama member, go to the Rent section on our website and you'll find a dedicated area with a selection of iconic bags in perfect condition, which you can rent for a maximum of 15 days each, over the course of your 6- or 12-month period.

WHAT HAPPENS IF I DON'T RETURN THE PRODUCT AT THE END OF THE RENTAL PERIOD?

You must return your rental product within a maximum of 15 days from receiving it. For more information, contact our Customer Service team.

MY ACCOUNT

ACCOUNTS AND PASSWORDS

Your account is located in the Reserved Area on the Hibourama website, where you can manage and check your orders. Go to the Profile section to log in: you'll need to enter your username and password. If you have forgotten your login details, you can retrieve them under the Modify Password section.

CAN I CREATE AN ACCOUNT WITHOUT BECOMING A MEMBER OF THE CLUB?

Yes, it couldn't be easier! Go to the Login section on the Hibourama website and fill out the necessary fields. If you have any problems, contact our Customer Service team.

HOW CAN I CHANGE THE DETAILS ASSOCIATED WITH MY CLUB MEMBERSHIP ACCOUNT?

You can modify the details associated with your membership account in your Personal Area. Don't forget to save your changes.

HOW CAN I CHANGE MY PERSONAL DETAILS?

You can modify your personal details in your Personal Area. Once you've entered your new details, don't forget to save the changes

I CAN'T LOG IN TO MY ACCOUNT. WHAT SHOULD I DO?

No problem! Go to your Private Area and follow the instructions to recover your

HOW CAN I SIGN UP TO THE NEWSLETTER?

It couldn't be easier! Simply go to the Newsletter section on the Hibourama website and sign up to stay up to date.

HOW CAN I CANCEL MY NEWSLETTER SUBSCRIPTION?

If you no longer want to receive our newsletter, you can cancel at any time by clicking on the link at the bottom of any newsletter. A page will open where you'll be able to cancel your subscription.

PAYMENTS

WHAT PAYMENT METHODS ARE ACCEPTED ON HIBOURAMA.IT?

We accept the following payment methods:

Credit/debit card:

-  Visa, MasterCard, American Express

You may be charged commission or fees by your bank. Hibourama is unable to reimburse you for any transaction fees charged by your bank. Simply enter your card details on the payment page. 

PayPal

Shop online without having to enter your card details each time. The amount will be charged to your PayPal account once you have placed your order.

To create an account, go to paypal.com.

Hibourama uses a state-of-the-art security programme based on SSL technology to prevent your card details from being intercepted or manipulated.  

WHEN WILL MY CARD BE CHARGED?

Once you have placed your order, you'll be automatically asked to authorise the payment to verify the validity of your card and availability of the funds. If you are paying for your bag in instalments, you will have a free trial month. At this point, you won't be charged: payment will be finalised as soon as you have registered as a member and your order has been shipped.

WHAT HAPPENS IF MY PAYMENT DOESN'T GO THROUGH?

Oops! This could be a problem! We will contact you and try to find a solution together.

HOW CAN I USE PROMOTIONS, COUPONS AND DISCOUNT CODES?

To use promotions, coupons and discount codes, simply enter them at checkout. If you have any questions or issues, please contact our Customer Service team.

WHAT SHOULD I DO IF THE PROMOTIONAL CODE, COUPON OR DISCOUNT CODE DOESN'T WORK?

Unfortunately, promotions cannot be combined. Have you definitely only entered one code? Have you checked that the promotion hasn't expired? If you continue to experience problems with your order, don't hesitate to contact our Customer Service team.

I FORGOT TO ENTER THE PROMOTION, COUPON OR DISCOUNT CODE. WHAT SHOULD I DO?

Contact our Customer Service team and we will give you all the information you need.

CAN I CHANGE MY PAYMENT METHOD?

You can change your payment method as many times as you like in your Reserved Area under the Payment Method section.

WHAT IF I NEED A RECEIPT?

If you need a receipt and you haven't entered your details properly or haven't filled out all the fields at checkout, don't worry, just send a request to our Customer Service team.

EXCHANGES & RETURNS

RETURNS POLICY FOR ONLINE ORDERS

Returning items with Hibourama couldn't be easier. Follow the returns instructions in your Reserved Area or refer to the confirmation email we sent you, which will contain all the information you need. Remember that by law, we cannot accept returns beyond 14 days of the date the order was placed shown on the digital invoice or physical receipt. Please note that we can only offer free returns from the same address to which the order was delivered.

HOW DO I RETURN AN ORDER?

You can return an order on Hibourama.it within 14 days of the date of delivery or collection. Returns are free. We recommend that you return your item in the original box in which it arrived. 

If you no longer have the original box or if it was damaged during transit, please place the item inside its branded packaging and then place this inside another bag or box to protect it from damage. 

If we receive items packed only inside their branded packaging, or if the branded packaging is not protected properly, we will not be able to issue a refund. Starting a return is quick and easy: visit the Returns Information section on the Hibourama website. Please note that we may take up to 5 working days to check and accept your return. Once you have completed this process, you will receive a confirmation email. If you still have questions, please contact our Customer Service team.

HOW DO I REQUEST A REFUND?

To request a refund, please contact our Customer Service team. We will provide you with all the necessary information. Once we have agreed to issue a refund and our staff have checked your return, we will send you an email confirming the returned items. We will then issue a refund as quickly as possible. 

Please note that:

  • Refunds will be issued via the same payment method used to place the order
  • The refund will be equal to the amount paid for the item
  • The amount will be credited to the account used to make the payment
  • If payment was made using a Gift Card, a new Gift Card for the same value will be issued
  • Refund times may vary depending on your payment method and bank
  •  If you placed your order using a discount code, you will receive a refund for the amount paid, i.e. the amount debited following application of the discount code. The discount code will no longer be valid
  • If you shopped with a discount code and are only returning some of the items, the refund will be proportional to the value of the discount
WHAT CAN I DO IF THE ITEM ARRIVES DAMAGED?

When you receive your Hibourama bag, if there is obvious damage to the packaging and you think that the item inside may therefore be damaged, don't open the package and contact our Customer Service team.

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+39 3479263665