Frequently Asked Questions

CONTACT

How can I contact HOB COSMETICS for assistance?
You can contact us via email, live chat or phone! Here you can find our contact details.

Are there any stores in my area?

Now our stores are in Italy.

Shipping time

In Italy, we use TNT for order delivery, which takes 2 working days, excluding islands.

In the European Union, delivery time is approximately 3/5 days with FedEx.

Outside the European Union, delivery time is approximately 5/10 days, depending on local couriers.

PRODUCTS

Can I get advice on the most suitable products for me?
We would be honored to answer your questions, offer advice, or even create a personalized skincare routine for you.

How can I order a personalized mug?

Select the mug, place the order and send us 1 or 2 HD photos to our email address: hiqualityonboard@gmail.com with the subject email order number. We will reply you shortly with the printable version for your confirmation.

Are your products safe to use during pregnancy or breastfeeding?
While most of our products are made with a low concentration of high quality essential oils, we are still cautious as skin sensitivity can change during pregnancy. Pay attention to your body's reactions and always patch test new products before applying to your entire body. Most rinse-off products (such as soap) are generally considered safe, however we always recommend consulting a healthcare professional for advice.

Tested on animals?
No, we have never tested on animals, we have tested them ourselves.

Are your products biodegradable and safe to use in natural waterways or septic tanks?
Yes, all of our products are biodegradable and do not harm natural habitats or aquatic life.

Our soaps are natural products.

What are your expiration dates?
Most of our products are formulated to have a minimum shelf life of two years if unopened. Expiration dates are based on keeping the products in a cool, dry place. Please note that since our products do not contain chemical preservatives, heat, direct sunlight and humidity may affect the shelf life of the product. Please contact us with any questions.

Do you offer wholesale services or can I order products to use in my business?

Our management team decided from the beginning to collaborate with new partners. If you are interested in featuring our products in your business, contact us at info@exsito.it to learn more.

ORDERS AND BILLING

Can I change an order after I've placed it?
As soon as you place your order, we get to work. This means we cannot make any changes or modifications to an order after it has been placed and confirmed. Please feel free to contact us with any questions, we will do our best to help.

What payment methods do you accept?
We accept all major credit cards including MasterCard, Visa and American Express. We also offer payments via PayPal, ApplePay and ShopPay.

In what currency will I be charged?
You will be charged in Euros (since we are based in Italy), however, the local exchange rate from your credit card company will be applied when processing your payment.

Can I send my order as a gift?
Yes! It's free, with no shipping charges. Every order we make is gift wrapped, because you deserve a nice gift.

We can print and add a greeting card to your order. Please include a special note when ordering.

SHIPPING AND DELIVERY

Do you offer free shipping on orders?
Yes, we offer free shipping on orders over 45 euros. You can view our shipping information here.

Do you ship outside of Italy?

Yes, we ship worldwide from our lab in Bologna, Italy. You can view our shipping information here.

How can I track my order?
Once your order has been shipped from our lab, you will receive an email with the tracking information for your package.

My tracking information says my package has been delivered, but it has not arrived yet. Please allow an additional 48 hours after notification of delivery, as occasionally there may be delays from the carrier. If your package has not arrived after 48 hours, please contact us and we will be happy to assist you.

My package arrived damaged.

We are very sorry that your package did not arrive safe and sound! Contact us with photos of how your package arrived and we will be happy to help you.

RETURNS

What happens if the products I buy don't work for me?
All we ask in return is your feedback on why you are returning the product. Your feedback is vital to us as we continue to formulate amazing natural products, so be honest with us - we appreciate it! Contact us and we will be happy to speak with you.

If you have a question that isn't answered here? Feel free to contact us by phone, email or chat. We'll be happy to help!