HG frequently asked questions | A direct answer to all your questions about HG

About my order

Can I order HG products on the HG website?

Yes, you can. Search the item you would like to have and click on the orange 'Order' button. The product is placed in your shopping cart that is top right of the page. Would you like to continue shopping? No problem, the product remains in your shopping cart. If you want to order straightaway, click on 'Check out' and you finish in 2 steps.

 

You come to a page where you can choose from the options:

  • Check out quickly: You go immediately to the payment process
  • Log in: If you have an account
  • Create an account: If you want to create an account

 

In step 2 you can say which payment method you wish to use. You can use iDEAL. Agree to the standard terms and conditions and click on 'Place order' to complete your order. You are linked through to a secure bank environment to complete the payment. When the payment has been completed successfully, you see the confirmation page, you receive an order form by e-mail and the total amount is debited from your bank account.

Can I buy HG Products near me?

Yes, you can. If you click on "Points of Sale" at the top of the main menu, you can find the nearest shop that sells HG products. Enter your location on this page. After clicking on "Search" all the shops that sell HG products within a radius of 3 km are listed.

Which payment methods can I use?

You can pay safely with IDEAL.

Can I have an order delivered to a PO-box address?

No, unfortunately this is not possible.

Can I have an order delivered abroad?

No, unfortunately this is not possible.

Does my order fit through my letter box?

No, our parcels do not fit through a letter box. The courier rings the bell to hand over the parcel. 

When do I receive my order?

After we have received your payment, you receive your order within 2-3 working days.

What are the delivery days and delivery times?

Our parcel service delivers from Monday to Friday from 08:30 to 18:00 hours.

I completed my order 3 working days ago, but to date I have not received a parcel even though the amount was debited from my bank account.

If the total amount was debited from your bank account and you did not receive anything within 3 working days, we recommend you contact our Customer Services Department by using the contact form or by calling them on +31 (0)36 5494700.

Will an order of several items be delivered as one parcel?

Yes. The order is standard sent as one parcel.

Can I order an item today and still receive it today?

Unfortunately we cannot deliver your order on the same day. You will receive your order within 2 - 3 working days.

Who delivers my order?

The parcel service DPD

What does HG do with my name and address details?

We use those details only to send your orders.

What does HG do with my e-mail address that I entered during the payment process?

We only use this e-mail address to send an order form after you placed the order and we do not use it for commercial purposes. Did you tick the box for the newsletter? Then you did subscribe to the monthly HG newsletter.

Delivery period

How quickly do I receive my order?

After we have received the payment, you have your order within 2-3 working days.

What are the delivery days and delivery times?

Our parcel service delivers from Monday to Friday from 08:30 to 18:00 hours.

Can I order an item today and still receive it today?

Unfortunately we cannot deliver your order on the same day. You will receive your order within 2 - 3 working days.

Does HG deliver in the evenings or during weekends?

No, unfortunately we do not. Our parcel service delivers from Monday to Friday from 08:30 to 18:00 hours.

My details

What does HG do with my name and address details?

We use those details only to send your orders.

What does HG do with my e-mail address that I entered during the payment process?

We only use this e-mail address to send an order form after you placed the order and we do not use it for commercial purposes. Did you tick the box for the newsletter? Then you did subscribe to the monthly HG newsletter.

What happens to my e-mail address when I subscribe to the HG newsletter?

Your e-mail address ends up in our database. We only use the e-mail address to inform you monthly of exclusive special offers, new products and useful tips. It is not given or sold to third parties.

Products

Can I order HG products on the HG website?

Yes, you can. Search the item you would like to have and click on the orange 'Order' button. The product is placed in your shopping basket that is top right of the page. Would you like to continue shopping? No problem, the product remains in your shopping basket. If you want to order straightaway, click on ‘Check out’ and you finish in 2 steps.

 You come to a page where you can choose from the options:

  • Check out quickly - you go straight to the payment process
  • Log in: for when you have an account
  • Create an account: for when you want to create an account

Once you are in step 2, you can state your payment method for the order. You can use iDEAL, Credit card, PayPal or a bank transfer. Agree to the standard terms and conditions and click on ‘Place order’ to complete your order. You are linked through to a secure bank environment to complete the payment. When the payment has been completed successfully, you see the confirmation page, you receive an order form by e-mail and the total amount is debited from your bank account.

 

 

In which shops can I buy HG products?

You can find those shops really easily on our website. Click on "Points of Sale" in the main menu at the top of the page. Enter your location on this page. After clicking on "Search" all the shops that sell HG products within a radius of 3 km are listed. 

Hoe verwijder ik de lock van een triggerfles?

De lock zit onder de trigger bevestigd. Trek deze lock naar beneden, zoals hieronder op de afbeelding wordt weergegeven.

About the label

Why are there two telephone numbers on an HG product?

The first number is the Customer Services Department (+31 (0)36-5494700) and the other number is the medical emergency number for GPs or other medical personnel.

Returns

Can I return products from the HG online shop?

If you bought an HG product from the HG online shop, you can dissolve the agreement within 14 calendar days of receipt of the order.

 

Send an e-mail to consumentenservice@hg.eu, quoting:

  • The order number
  • The date of the order
  • The date of the delivery
  • Full name, address and town

 

After dissolution of the agreement you are obliged to return the ordered products within 14 calendar days, to:

HG International B.V.
Damsluisweg 70,
1336 EJ Almere,
whilst quoting the order number.

 

The costs of returning the goods shall be borne by you.

 

You can only return unused and undamaged products and/or products with a seal that is still intact.

 

Within 14 calendar days of receipt of the returned products, the purchase amount less the delivery costs shall be credited to your bank account. Used and damaged products and/or products with a broken seal shall not be reimbursed.

Can I return an HG product that I bought from a shop to HG?

An HG product you purchased in a shop cannot be returned to HG International.

Submit a complaint

Do you have a complaint or comment about our products?

HG does everything in its power to provide the best possible products and service. In order to answer your questions about our products or their use as quickly as possible, we recommend you contact our Customer Services Department. You can use our contact form or call +31 (0)36 5494700.

Contact

How can I contact HG International?

You can contact our Customer Services Department by using our contact form or by calling +31 (0)36 549 47 00.

Who can I contact with any questions about cleaning floors, furniture, clothing, etc.?

You can contact our Customer Services Department by using our contact form or by calling +31 (0)36 549 47 00.

My question is not included

If your question is not included, we recommend you contact our Customer Services Department by using our contact form.

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