ESP
FAQs
MY ACCOUNT
• Is it necessary to have an account to make a purchase on hebescode.com?
At Hebe’s Code, we want to make your purchasing process easy and straightforward, so it is not necessary to create an account when making a purchase. However, if you choose to create an account, you can benefit from some great features.
• What can I do if I forgot my password?
If you have forgotten your account password, don’t worry. It is very easy to recover it.
To do so, go to the login page, and below you will see: “Forgot your password?”. Click there and enter the email address you used to register on hebescode.com, along with the Captcha, to reset your password.
If you encounter any issues, our customer support team will be delighted to assist you.
• How do I delete my account?
To do this you must contact us and request that we delete your account. Once your account is deleted, you will receive a confirmation email.
In any case, we’re sorry to see you go and hope you had a good experience while you were here. Thank you for being part of our community.
SHIPPING AND DELIVERY
• What is the delivery time?
We understand that timely delivery is important to our customers, so we always strive to ensure that the order reaches you as soon as possible. That’s why we take pride in our fast and reliable delivery service.
Orders are typically delivered within 24 to 48 hours after placing the order, considering that they are business days.
• Do I have to pay for shipping?
The fixed price for our shipping is €5.90. However, if your purchase exceeds €50, you can enjoy free shipping.
• How can I check the status of my order?
Once your order is prepared, we will send you an email with the tracking number and the delivery company responsible for your package. This way, you will always be able to track the location of your shipment.
Additionally, you have an option at the bottom of this page called “Order Tracking.” There, you will need to enter your order number, last name, and the email address used during the purchase, and it will automatically provide you with information about your order.
• What should I do if my order arrives damaged or incorrect?
We apologize that your order did not meet your expectations, and we want to provide you with a quick and effective solution. In order to handle your issue, we kindly ask you to send us an email to info@hebecode.com, attaching your order number and a photograph or video showing the problem. We will contact you as soon as possible and explain the next steps. Please note that you have up to 48 hours after receiving the order to notify us of any issues caused by mishandling during shipping.
*Currently, we only offer shipping to mainland Spain. However, we are working to expand our shipping options to the Canary Islands, Balearic Islands, and Europe. We apologize for any inconvenience this may cause and hope to have our extended shipping options available soon. Thank you for your patience.
RETURNS & EXCHANGES
• Can I cancel an order?
If you have not yet received a notification that your order has been prepared, you should request its cancellation by emailing us at info@hebecode.com, and you will receive a full refund. However, if your order has already been prepared, we will ask the shipping company to stop the delivery, and the purchase amount will be refunded, deducting the shipping costs, whether they are free or not.
• How can I make an exchange?
If you wish to make a change to your order, you should send us an email at info@hebecode.com. If your order has not yet left the warehouse, we will cancel it, and you can create a new one with the correct details. On the other hand, if you want to make a change after receiving the order, you have up to 14 calendar days to do so. Please contact us, and we will explain how to proceed. Please note that for health and hygiene reasons, we cannot accept products that have been opened or used after delivery. Therefore, they must be in perfect condition and in their original packaging.
• How can I make a return?
If you wish to make a return, you must notify us in advance through our contact form or by sending an email to hola@hebescode.com, and we will explain how you should proceed. You have up to 14 calendar days from the receipt of the order to do so. In any case, for hygiene reasons, the products must be in perfect condition, unused, and in their original packaging. The shipping costs for the return will be the responsibility of the customer.
• When will I receive the refund?
Once we have received your return and verified that it meets the required conditions, we will send you an email to notify you that we have approved the refund. You will receive the refund within a maximum of 14 calendar days. This will be processed through the same payment method used for the original purchase. Please note that we will refund the purchase amount excluding the shipping costs, whether they were free or not.
NOTICE: At Hebe’s Code, we want to ensure that you have a satisfactory experience with our products. However, it is important to consider the following:
1.The Hebe’s Code team does not assume responsibility for any incidents, allergies, or reactions caused by misuse or lack of knowledge. It is the sole responsibility of the consumer to be aware of their body and skin condition. We are here to provide guidance and recommend the most suitable products, but the ultimate responsibility lies with you.
2.Changes or returns of products will not be accepted if the incident, allergy, or reaction is due to misuse or lack of knowledge. We recommend using our products according to the instructions and conducting sensitivity tests before widespread use.
3.We continuously work to improve our products and formulas. Therefore, we suggest always checking the product packaging for an updated ingredient list. Changes or returns of opened products or products without their original seal will not be accepted.