Frequently Asked Questions
How to Place an Order
Browse our product catalogue and find what you need.
Add to cart — select your product and click Add to Cart.
Checkout — fill in your shipping details and pay with cryptocurrency.
Send payment — send the cryptocurrency payment to the wallet address provided at checkout.
Confirm — once payment is received, your order is dispatched within 1–3 business days.
Payment Methods
Cryptocurrency (Bitcoin, USDT, ETH)
We accept major cryptocurrencies. A wallet address is provided at checkout. Transactions are confirmed typically within 30–60 minutes. This is our fastest and most private payment method.
Shipping & Delivery
All orders are dispatched within 1–3 business days after payment confirmation. We ship with discreet packaging — no product names or logos on the outside.
Estimated delivery times:
EU countries: 3–7 business days
United Kingdom: 5–10 business days
Tracking information is provided by email once your order ships.
Do you ship discreetly?
Yes. All parcels use plain, unmarked packaging. There is no indication of the contents on the outside of the package.
What if my package is seized or lost?
In the rare event that your package is seized by customs or declared lost by the carrier, contact our support team. We will work with you on a case-by-case basis to find a resolution.
How do I track my order?
Once your order ships, you will receive a tracking number by email. You can use it on the carrier's website to follow your shipment.
Can I cancel or change my order?
Orders can be cancelled or modified before payment is sent. Once payment is confirmed and the order is in processing, changes may not be possible. Contact us as soon as possible at support@hilmaeurope.com.
Are the products genuine?
Yes. All products sold on Hilma Biocare Europe are pharmaceutical-grade and sourced directly from verified manufacturers. Each product can be verified using the batch number on the packaging.
Which countries do you deliver to?
We deliver to the following 16 countries: Austria, Bulgaria, Croatia, Cyprus, France, Germany, Greece, Hungary, Ireland, Italy, Poland, Portugal, Romania, Slovenia, Spain and the United Kingdom. The country selector at checkout lists every destination we currently ship to. If your country is not in that list, contact support before placing an order.
Do you offer returns or refunds?
We accept returns for items that arrive damaged or that are significantly different from what was ordered. Please contact support within 7 days of receiving your order with photos of the issue. We do not accept returns for opened or used products.
My order has not arrived. What should I do?
If your order has not arrived within the estimated delivery window, first check the tracking link in your confirmation email. If tracking shows no movement for more than 10 business days, contact our support team and we will investigate.
Contact Us
Still have questions? Email us at support@hilmaeurope.com and we will respond within 24 hours.