MY ACCOUNT
How do I create a customer account?
Please visit the My Account page to create an account. From there you will need to enter your personal information, including your email address, billing address, and delivery address. Be sure to verify all information before saving it. When logged into your account, you can view your order history, change your password, and update your billing and delivery addresses.
How do I update my customer account information?
Login to your customer account Once logged into your account, you can update your personal information, your billing and delivery address, as well as your newsletter subscriptions.
I forgot my password, what can I do?
If you receive a message indicating that your email address or your password is not recognised, proceed as follows:
Ensure that you are using the same email address and the same password as those that you registered with. You may have several accounts.
Check that you have not turned on ‘Caps Lock’ by accident and/or that you are using the correct special characters, if you have chosen any.
If you cannot remember your password please go to the login page , click on ‘Forgot Password’ and enter your email address. Once you have received the reset email, follow the instructions provided. Remember to check your spam folder if you don’t see it in your Inbox. If you continue to experience difficulties logging in, please send an email to contact@hba-store.com
MY ORDER
How do I place an order?
You can place an order directly on the website by selecting the color and size you want of a product from its page and then adding it to the cart. Then follow the steps until payment is confirmed.
Do I have to create a customer account to place an order?
No, you can order as a guest. However, by creating an account, you will be able to place orders without having to fill in your details each time. You will be able to track your deliveries in a few clicks and receive our newsletters.
Creating an account also allows you to keep an order history. This is not the case if you make orders as a guest or if the account is created at the end of the payment stage.
Can I modify or cancel a confirmed order?
We cannot modify or cancel a confirmed order. However, once the article(s) are delivered, you have a right of withdrawal as described in Article 8 of the GTC.
What if my order is cancelled?
If your order was cancelled, you should receive an email indicating the reason of this cancelation. There are several reasons why an order may be cancelled, for example:
– Out of stock
– Unverified information
– Payment refused
– Technical Issues
– Address discrepancies
Please contact us by email at: contact@hba-store.com or by telephone at +33 (0)142626463. We will be happy to help you place your order.
I never received a confirmation email for my order, what should I do?
Please contact HBA customer service by email at: ccontact@hba-store.com or by telephone at +13323343370. You’ll need to provide your purchase date and payment method (credit card or PayPal).
How do I access my invoices?
Once your order has been placed, you’ll receive your invoice by email. You can also find all your invoices in your customer account. For orders outside of the European Union, your invoice will be included in your package.
Can I change my delivery address once my order has been validated?
Once your order is validated, it is unfortunately not possible to modify your delivery or invoice address, your telephone number or your email address.
When will my order be shipped from the warehouse ?
All orders placed before 15:00PM (local time) on Monday to Friday are prepared and shipped the same day. Orders placed after 15:00PM (local time) will be shipped the following working day (excluding weekends and bank holidays), provided stock is available. Once your order has left our warehouse, you will receive an automatic email from our Global-e service provider with the tracking number for your package.
We aim to observe the stated preparation and shipping times, but circumstances such as periods of high activity may sometimes cause delays in shipping.
PAYMENT
Is my payment secure?
All transactions are encrypted for your security. The authorization servers are then checked in order to verify the payment data and to combat abuse and fraud. SSL encryption technology ensures the security of the data you enter during the banking transaction.
Which payment methods do you accept?
We accept payment by credit card (all credit cards are accepted). Other payment methods are available according to the country of delivery. We also accept payment via PayPal (can be split into four payments if desired).
What currency can I shop in?
By US dollars
When will I be charged?
Credit card payments
If your payment is validated, the amount will be automatically charged on the day of purchase or the day of shipment of the order, depending on the payment method used. If your order has been cancelled by Maison Kitsuné, a refund will be made if the amount has been debited the same day of the purchase, if the amount has not been debited you will not be charged.
PayPal payments
Payments made via PayPal are immediate. If your order is cancelled, you will be reimbursed.
Why was my credit/debit card declined when I tried to pay?
If your order was declined/payment was not validated, your bank or credit card company may be the source of the problem. We recommend contacting your bank or credit card company. If you still receive an error message during payment, please contact us at: contact@hba-store.com Tell us your payment method (credit card or PayPal), order number, and the date the order was placed, and we will do our best to assist you.
Why was I debited twice for my order?
Our system only allows for one payment per order. It is very unlikely that you will have been billed twice for the same order.
However, it is possible that we have a received a duplicate order by mistake.
Please contact us at: contact@hba-store.com, you will need to specify your order number so that we can find more information.
DELIVERY
Which countries do you not deliver to?
Worldwide
What are the delivery times?
Once your order is shipped from our warehouse, delivery can take from 4 to 5 working days, excluding weekends and holidays. An estimated delivery time and cost will appear on the checkout page.
How much is delivery?
Shipping costs are calculated automatically during the checkout process and depend on:
- 1. The country of destination
- 2. The size and weight of the package
- 3. The shipping method selected
The prices will appear on the payment page.
Can this item be shipped to my country?
Yes
How can I track my order?
As soon as your order is shipped from our warehouse, you will receive an email with your parcel tracking number.
Where can I receive my order?
Our items can be delivered to the address of your choice (home address, professional address)
Can I pick up my order in-store?
Yes
Can you deliver to a PO box?
A signature is required when your package is delivered. As such, we cannot send it to a PO box.
Why have I not been offered economy shipping?
Our economy shipping service is airmail. The service has a weight limit of 2 kg.
We are not able to ship orders over 2 kg by airmail.
The available shipping options, the estimated delivery date and the costs depend on the size and weight of your order and shall be detailed during the payment stage.
Can you delay my delivery?
Airmail: We are unable to intercept airmail.
In the event of non-delivery, the order will finally be returned to us.
Note that this may take some time (perhaps even several weeks).
You will be reimbursed after the package has been returned to our warehouse.
Express delivery: Depending on the delivery service and the location of the package, we may be able to delay delivery.
Can I change my shipping service for express delivery?
We are unable to change orders once they have been processed through our system.
Unfortunately, this means that we cannot change the shipping method selected at the time of the order.
I want to combine the shipping costs for my orders.
As mentioned in the order confirmation email, we are unable to change orders once they have been placed in our system.
Unfortunately, this means that we cannot combine your orders in a single package.
Once sent, you will receive an email notification with tracking information for your orders.
RETURNS AND REIMBURSEMENTS
We accept returns up to 14 days after delivery, if the item is unused and in its original
condition, and we will refund the full order amount minus the shipping costs for the return.
Need to make a return ?
Send your order number to contact@hba-store.com with message title : Return
Can I exchange an item?
No, we do not accept exchanges. If you’d like an item in a different size or colour, simply return the item and place a new order.
I returned an item and I haven’t been reimbursed.
For returned items, it may take up to 21 working days before the funds are credited to your initial payment method due to the following steps that need to take place:
1- The time it takes to deliver the product to our warehouse;
2- Processing and inspection of the product for the reimbursement to be approved;
3- Authorisation from the finance department to carry out the reimbursement;
4- It may take up to 7 working days for the funds to be credited to your initial payment method once the finance department has carried out the reimbursement.
Where are the products shipped from?
Products are shipped from our warehouse in US.
PRODUCTS & STOCK
I am looking for a product that is not on the website.
The website presents our current collections and collaborations. If you cannot find the product you are looking for, please contact contact@hba-store.com with the link or information about the product you are looking for, and we will do our best to help you.
What if an item I want to buy is out of stock?
Stock is limited and items tend to sell very quickly. You can nevertheless subscribe to the stock alert by clicking on the size that is out of stock. You will then be alerted by email when the product is back in stock.