SUMMARY:

PRODUCTS

1. Do Hator products go on sale?
2. Where are Hator products designed?
3. How do I find my size?
4. How can I know if a product I have is genuine? Does Hator guarantee the authenticity of all products sold on Hator.com?
5. How can I get support for Hator products?

PAYMENTS

6. What forms of payment do you accept?
7. Can I use multiple payment methods for the same order?
8. Is VAT included in the final price and how do I request a refund?
9. Do you accept gift vouchers?

ORDERS

10. Can I cancel or modify my order?
11. The debit authorization was denied; do i need to set up a new order?

DELIVERY

12. How can I track my order?
13. Is a signature required upon delivery?
14. Can I ship to a PO box?
15. Can I change my shipping address?
16. Can I ship to multiple addresses?

RETURN & CHANGE

17. How many days do I have to exchange or return an item?
18. What is the return and exchange policy?

CONTACTS

19. How can I contact Hator?

FREQUENT QUESTIONS 

1. Do Hator products go on sale?

Hator products do not go on sale, not even with private sales or during the Black Friday period. If you see Hator items on sale from an unofficial Hator retailer, they are likely counterfeit.

2. Where are Hator products designed?

Hator products are created using the highest quality materials, designs and craftsmanship. Hator products are designed in Italy. Made In is specified on each product page on hator.com

In line with our mission for responsible shopping, we are constantly looking for more sustainable materials and manufacturing processes to create products that have a lower environmental impact, while continuing to respect the best standards of quality and craftsmanship.

Each product page features a size guide with specific directions, to help you find the right size for you. If you need further information or assistance, please do not hesitate to contact our customer support.

4. How can I know if a product I have is genuine? Does Hator guarantee the authenticity of all products sold on Hator.com?

Hator products are created using the highest quality materials, designs and craftsmanship.
Counterfeit Hator products are replicas or imitations of authentic Hator products; they are misleading to the consumer, often of poor quality, lacking the details and craftsmanship that distinguish authentic Hator products.
We guarantee the authenticity of all products purchased on Hator.com and in official Hator stores.
If you want to report counterfeits or suspicious websites, please email counterfeit@hator.com providing as much information as possible about the products or the site.

5. How can I get support for Hator products?

Hator provides an after-sales service for products purchased on Hator.com
For any request for assistance, you can contact:
-To our Client Services writing here.
-To the authorized dealer where the product was purchased or to any Hator boutique
Please also visit the product care page.

6. What forms of payment do you accept?

For online purchases, we accept the following forms of payment:
-Visa
-MasterCard
-American Express
-Paypal
-Apple Pay
-Google Pay
-Bank transfer
When placing an order, your billing address must match the information linked to your payment method. If the payment is declined, please contact your bank or financial institution for assistance.
For more information visit the payment page.

7. Can I use multiple payment methods for the same order?

Currently, we only accept one payment method per order.

8. Is VAT included in the final price and how do I request a refund?

All prices include VAT. We are currently unable to provide tax refunds for purchases made on Hator.com

9. Do you accept gift vouchers?

Yes, to purchase a gift voucher, visit the Gift Voucher page.

10. Can I cancel or modify my order?

If you need to cancel or modify your order please contact us as soon as possible. We will do everything possible to accommodate your request, but we cannot guarantee that your order will be changed once placed. Orders being processed cannot be canceled or modified. You can return the item in compliance with the conditions set out in our Online Returns Policy.
For personalized items, it will not be possible to cancel or modify the order once it has been submitted. The sale of these products is considered final and does not provide for the possibility of return.

11. The debit authorization was denied; do i need to set up a new order?

If you have received an email from us to inform you that your order has been canceled, please place a new order online or contact us.

12. How can I track my order?

When your order is shipped, you will receive a confirmation email with a link to track its status via the courier.

13. Is a signature required upon delivery?

For security reasons, an adult's signature is required upon delivery. If you are unable to be available to sign, please Contact Us.

14. Can I ship to a PO box?

Orders cannot be shipped to PO boxes.

15. Can I change my shipping address?

If you need to change your shipping or delivery information after placing your order, please contact us as soon as possible. Shipping information, including the delivery address, cannot be changed if the order has already been shipped.

16. Can I ship to multiple addresses?

Currently, we can only ship to one address per order. To ship to multiple addresses, please place a single order for each location.
For more information visit the delivery page.

17. How many days do I have to exchange or return an item?

Returns and exchanges can be made within 14 days from the delivery date by returning your item by courier.

18. What is the return and exchange policy?

Please see our Online Returns Policy.

19. How can I contact Hator?

Product and Purchasing Information:
Email: assistance@hator.com
Phone and Whatsapp: +39.3200939146
Our Customer Service is available from Monday to Saturday, from 9:00 to 20:00 (CET).