Have a question or need help with your order? We are here to help. Our support team operates Monday to Friday and responds to all enquiries within 24 hours.
General & Order Support
For all enquiries — orders, payments, shipping, products, returns, or anything else — email us at:
support@hilmaeurope.com
When contacting us about an existing order, please include your order number (found in your confirmation email or your account dashboard under Order History). This allows us to locate your order immediately and provide an accurate update.
Order Confirmations & Invoices
Order confirmation emails are sent automatically from orders@hilmaeurope.com. If you have not received your confirmation email within 30 minutes of placing your order, please check your spam folder before contacting us.
What to Include in Your Message
To help us resolve your enquiry as quickly as possible, please include the following when you write to us:
Your order number (if your message is about an order)
The email address you used to register your account
A clear description of your question or issue
Photos, if your message relates to a damaged or incorrect item
Response Times
We aim to respond to all messages within 24 hours on business days (Monday to Friday, excluding public holidays). Messages received on weekends or public holidays are answered on the next available business day.
During high-volume periods, response times may extend to 48 hours. We appreciate your patience.
Common Topics
Before writing to us, you may find a quick answer in one of these pages:
Frequently Asked Questions — ordering, payment, tracking, and more
Shipping Policy — dispatch times, delivery estimates, insurance