Have questions about orders, deliveries or returns? Check out our FAQ section, where you'll find answers to the most common questions. Didn't find what you're looking for? Contact us - we're happy to help!
.MY ACCOUNT
Do I need to create an account to place an order?
You don't have to create an account yourself - it is created automatically when you place an order, based on the email address you provide. Having an account has many advantages: your details (delivery addresses, billing details, phone number) will be saved, so you don't have to enter them again for subsequent purchases. You also gain access to order history, shipment statuses, easier returns and the HDREY AWARD loyalty program, in which 10% of each of your orders is set aside as loyalty points and discounts for future purchases.
I forgot my password – what should I do?
No need to worry about remembering passwords! To log in, simply enter the email address associated with your account. We will send you a one-time, unique password to this address, which will allow you to safely access your account. This password only works for 15 minutes.
How can I change my password?
We do not use permanent passwords in our system, so there is no need to change them. Every time you want to log in, you will receive a new, one-time password to your email address, which will allow you to use your account safely.
How do I change my personal information?
To update your data, simply log in to your account using your one-time password. Then go to the "Personal data" section, make the necessary changes, and confirm them. If you encounter any difficulties, please contact our customer service department - we will be happy to help!
How is my personal data stored?
Your data is stored in accordance with applicable data protection regulations (GDPR). We use it only to process orders, issue invoices and deliver. Data is not shared or sold to third parties without a legal basis. You have the right to access your data, edit it, delete it or limit its processing. Details can be found in the Privacy Policy.
How do I delete my account?
If you wish to delete your account, please contact our customer service department. Please note that deleting your account will result in the loss of your order history and any points you have collected in the Hdrey AWARD loyalty program. If your email address or other details have changed, you do not need to delete your account – simply update it in the “Personal data” section.
MY ORDERS
How can I place an order?
It's very easy! Just follow a few simple steps.
Add selected products to your cart. Once you have completed your order, you can review its contents, change the quantity of products or remove those you do not need.
You can also select eligible free products, additional gifts and select the gift wrapping option.
If you would like to exchange your loyalty points for a reduction in your cart value, select the desired amount of points in the "Points to use" field and click "Exchange".
Select your preferred shipping method.
Note: Before confirming your order, please make sure your shipping address is correct.
Finally, select your payment method and complete your purchase.
You don't need to create an account - it's created automatically when you place an order, based on the email address you provided. If you want to track or manage your orders in the future, just log in using your email address. We'll send you a one-time password to your inbox, which will allow you to log in securely.
Once you place your order, you will receive an email confirming its receipt.
How do I find out if my order has been accepted for fulfillment?
After placing your order, you will receive a confirmation email within a few minutes. Additionally, you can check the status of your purchases in your Hdrey account under the "My Orders" tab. If you have not received an email, it is possible that the order was not registered correctly or that you have provided an incorrect email address. In both cases, please contact us by email at shop@hdrey.com or by phone at 510 910 503 (hotline open Monday through Friday, 8:00 a.m.–4:00 p.m.).
Why is this product unavailable?
Some products may be temporarily unavailable due to lack of stock. In such cases, we do everything to replenish its stock as quickly as possible. Until then, you can check the availability of these products in authorized Hdrey stores ( find a store ) or leave your e-mail address in the card of the product you are interested in. You will be notified as soon as it is available again.
How do I check the status of my order?
Once your order has been shipped, you will receive a confirmation email with a link to track your shipment. You can also check the delivery status by logging into your Hdrey account and going to the "My Orders" tab. Select the appropriate order to find the link to track it.
How to use a discount code?
In your shopping cart, enter your discount code in the "I have a discount code" field, then click "Use" to confirm. The discount will be applied automatically. Please note that our codes are for single use per person and are valid while supplies last. In most cases, they cannot be combined with other promotions.
Why isn't my discount code working?
Make sure you enter the code correctly, without any unnecessary spaces or special characters. You can enter it in both upper and lower case. If the code still doesn't work, please contact our customer service for help.
Can I add gift wrapping to my order?
There is no need for that – we pack every order in a beautiful, exclusive gift box, without any additional fees or the need to choose additional options. We take care of every detail so that your parcel looks exceptional and is ready to be given immediately after opening the package. You do not have to select any option in the basket or pay extra – “packaged with love” is our standard.
How to get cosmetic samples?
We include a free sample pack with every order placed on our website – it’s our way of letting you discover more of our products and find your new favourite formulas. We add samples automatically, at no extra cost, and we create a selection of them to best showcase the diversity of our offer. We hope that testing cosmetics will be a pleasure for you and will allow you to discover something you will love for a long time.
LOYALTY PROGRAM
How to earn HDREY points?
Earning loyalty points is simple and happens automatically with every purchase – both on the www.hdrey.pl website and in our stationary stores. Just provide your email address when finalizing your order, and the points will automatically be transferred to the account assigned to it.
For every purchase you will receive 10% of the order value in the form of points, which you can use to reduce the amount of your next purchases. This is our way of thanking you for your trust and making every return to Hdrey even more enjoyable!
How many points will I receive for individual products?
Our loyalty program is a kind of cashback that allows you to save on your next purchases. For every 10 PLN spent, you receive 1 point , which is worth 1 PLN .
For example:
- If you make a purchase for PLN 200 , 20 points will be added to your account, which means PLN 20 to use on your next order.
- Points are added automatically after placing and paying for an order – both online at www.hdrey.pl and in our stationary boutiques.
How can I join the Hdrey loyalty program?
This happens automatically – you don’t have to create an account or fill out any additional forms. Just provide your email address when placing your order, and the loyalty points you earn will be saved to the account assigned to it.
The points are transferred to your customer panel and Beauty Award, where you can track their current status. After logging in, you will find a full summary of the points collected and the history of their accrual in the tabs. Enter your email address and we will send you a one-time, unique password. After logging in, you will immediately see how many points are waiting to be used.
Do loyalty points expire?
Collected points are valid for 12 months from the date they are earned, so you have a whole year to use them for further purchases and enjoy additional benefits.
Thanks to automatic calculation and a convenient overview of your points status, using the Hdrey program is truly intuitive – and every purchase becomes even more enjoyable!
How can I use Hdrey points?
You can use the collected points for purchases in the online store www.hdrey.pl and in stationary boutiques, reducing the value of the order.
When you place an order, you will see your points total in the cart summary. The cart value will be reduced by their equivalent. You can pay for part of the order with points or collect more and pay for the whole order.
Please note that points for your current order will only be credited to your account once you have received your parcel.
Beauty Award is a simple way to make every transaction you make even more profitable!
DELIVERY
How to benefit from free shipping?
Free home or collection point delivery is available for paid orders worth at least PLN 199.
For orders below PLN 199 and for cash on delivery, the following price list applies:
- INPOST parcel locker - delivery within 1 business day
- for paid orders over PLN 199 - free delivery
- for orders below PLN 199 - PLN 15 gross
- for COD orders - PLN 17.50 gross
- INPOST Standard courier - delivery within 1-2 business days
- for paid orders over PLN 199 - free delivery
- for orders below PLN 199 - PLN 16 gross
- for COD orders - PLN 19 gross
- DHL POP / BOX point - delivery within 1 business day
- for paid orders over PLN 199 - free delivery
- for orders below PLN 199 - PLN 13 gross
- for COD orders - PLN 16.00 gross
- DHL PARCEL – Standard courier - delivery within 1-2 business days
- for orders over PLN 199 (paid, without COD) - free delivery
- for orders below PLN 199 - PLN 15 gross
- for COD orders - PLN 18.00 gross
Do you ship internationally?
Yes, we deliver orders within the European Union. We deliver outside Poland in cooperation with the trusted carrier DHL PARCEL International, offering a convenient door-to-door service - from our door straight to the recipient's address.
International shipments:
- They are only shipped after the order has been paid for (prepayment).
- We do not accept cash on delivery.
- Each parcel is carefully secured and insured for transport.
- Shipments are delivered by ground and the estimated delivery time is 3-5 business days, depending on the destination country.
We care about safe and efficient delivery, so after sending the package, the recipient receives a tracking number that allows you to monitor the shipment at every stage of the journey. The price for international shipping depends on the destination country. You can check it in the basket by selecting the appropriate country.
What should I do if I provided an incorrect delivery address?
Due to the fast order processing process, it may not be possible to change the delivery address after it has been placed. In this case, please contact our customer service department as soon as possible, preferably via the hotline. If the package has already been sent to the wrong address, we will try to redirect it. Even if the package is returned to us, we will re-send it to the new, correct address after receiving it.
How long does it take to prepare an order?
The time of preparing the shipment is given individually for each product - it is usually 24 hours (excluding weekends and holidays) from the moment of finalizing the purchase. In special cases and during the period of increased number of orders, this time may be slightly extended to a maximum of two working days.
How can I track my shipment?
As soon as your order has been shipped, you will receive a shipping confirmation email from us. The email contains a tracking link, so you can check where your package is and when it will arrive at your destination.
No need to search for anything - we will deliver all the necessary information straight to your email address, so you can look forward to receiving your parcel!
PAYMENT
How can I pay for my order?
Hdrey offers various payment methods, both online and in-store.
Online payments:
- Bank card (Visa, MasterCard, American Express)
- BLIK
- Apple Pay and Google Pay
- E-gift card
- Cash on delivery (payment on delivery in cash or by payment card)
Credit payments delayed by up to 30 days
Payments in a stationary store:
- Bank card (Visa, MasterCard, American Express)
- BLIK
- Cash
- E-gift card
Can I pay on delivery?
Yes, you can choose to pay cash on delivery. When you pick up your parcel from the courier, you can pay in cash, by card or BLIK.
Is payment safe?
Yes, all transactions are fully secured. Your bank details are encrypted using SSL, which guarantees their protection. Hdrey does not have access to them or store them.
How do I use or order a gift card?
Enter your gift card number in the cart summary. If your order exceeds the value of the card, you will need to pay the difference to complete your order. If you have more funds on your card, you can use the remaining funds on future orders.
How do I pay by card?
- When finalizing your order, select the "Payment card" payment method.
- Enter your 16-digit card number (no spaces) found on the front of your card.
- Select your card expiration date using the month and year drop-down menu.
- In the "Verification Code" field, enter the 3-digit code (CVV/CVC) found on the back of your card. This is an additional safeguard against unauthorized transactions.
- After entering all the data, click "Pay", which means accepting the General Terms and Conditions of Sale.
Payment is encrypted and fully secure.
E-GIFT CARD – GIFT CARD
What can I purchase with an e-gift card?
The e-gift card gives you complete freedom - you can use it to pay for any products available in our offer, excluding the purchase of additional gift cards.
It's worth remembering that purchasing a gift card does not count towards the cart value needed to receive free gifts. But don't worry - when you make purchases with your card, you'll be able to use our gifts and enjoy additional surprises!
Can I order a Gift Card with shipping?
Unfortunately, in accordance with applicable law, e-gift cards purchased in an online store are delivered only by email. There is no possibility of physically sending them. If you want to receive a physical card, you must purchase it only in a stationary store.
How do I use a gift card?
The gift card can be used both in the online store and in stationary boutiques.
- Online Shopping : When checking out at hdrey.com , enter your e-gift card number in the appropriate field during payment.
-
In-store purchases : Present your e-gift card at the checkout – you can show it on your phone screen or in a printed version.
If your order exceeds the value of your card, you will need to pay the difference to complete your order. If you have more funds on your card, you can use the remaining funds on subsequent orders.
The gift card can be used to pay for full or partial orders.
How long is the e-gift card valid?
The funds on the e-gift card do not have an expiry date - you can use them whenever you want! You can use the card both when shopping online at hdrey.com and in our stationary boutiques.
It's a gift that never expires and will always be waiting for your dream choice!
Can I return or exchange an e-gift card?
The e-gift card is non-refundable or exchangeable, even if lost, stolen or expired.
If you make a purchase using an e-Gift Card and return the product, your refund will be made using the same payment method.
RETURNS
When can I make a return?
You have 14 days from the delivery date to return purchased products via hdrey.com . Returned products must be unused and in their original packaging. Return shipping costs are the responsibility of the buyer.
- It is important that you include any gifts you received with your order with your return shipment - otherwise their value may be deducted from your refund.
How do I make a return?
You can create a return and track its status via the Customer Panel on our website.
You can use the ready-made returns form and send it to shop@hdrey.com and include it in your parcel.
Please remember to include your order number in your return shipment to properly identify your return.
Send the goods to the following address:
HDREY POLAND
103E Całowanie,
05-480 Całowanie
Can I return a product purchased online in a stationary store?
It is not possible to return goods purchased online to a stationary store.
When will I receive my refund?
After receiving and checking the returned products, we will refund the funds to the provided account immediately, but no later than within 14 days.