Below is a list of the most frequently asked questions. Can not find the answer to your question? Please contact us by email: info@hiryuen.com

Order

1. How can I find a product?
Inside the shop you will find on the right top the function "Search". Here you can enter the search term to search in our catalog.

2. How can I order a product?
You can order a product by clicking the button "Add to cart". The article is then placed in your shopping cart. You can then continue shopping, or you can get the products in the shopping cart "check out".

3. How do I know which products are in my shopping cart?
Right of your screen you will find an overview of the number of products in your shopping cart. If you click on "Cart" you go directly to the content of your shopping cart.

4. I want to make a change in the shopping cart, how do I do this?
You can make changes inside the shopping cart. You can take a product from the cart by clicking the remove icon. The product is removed from the cart. You can change the quantity of an item in the column "Number".

5. I want to cancel my order, how do I do that?
This is only possible if your order has not been sent. Please as soon as possible contact customer service for more information.

6. Can I change my order?
This is only possible if your order has not been sent. Please as soon as possible contact customer service for more information.

7. Can I find out where is my order?
You will receive an email containing all the information about the delivery tracking. It depending by the type of shipping you chose. The track code will be sent to your email once your package is shipped.

Deliver

1. What are the delivery times?
This depends by your shipping address. For the delivery of our products, we work with different couriers in relation to the goods bought (bonsai, soils, tools ecc). Generally in Europe the delivery happens in 5 days (maximum time for most disadvantaged nations); usually 3 work days. In Italy as usual the delivery need 2 work days.

The costs are calculated on your total order and it dependent on the total weight. Once you have entered your address you will see the cost of your shipping. The store automatically calculates shipping for Italy.

3. Can I have my order delivered to another address
Yes, you can. You can specify a different delivery address when you order.

4. Can I return my order if the product does not meet my needs?
You have a trial period of two weeks, in which you can send your product (Return). The customer service will contact you to discuss the follow-up procedure.

Returns

1. Can I return my order if the product does not meet my needs?
Yes, you can. You can return the product within two weeks of sending return. In that case, please contact our customer service.

Pay

1. In what ways can I pay?
You can pay in the shop in different ways: by security server PayPal (with credit card), by bank transfer and cheque.

2. How long will it take for my payment was processed?
This depends on your bank.

3. I have made a payment. How do I know that I have paid?
You will receive a confirmation email once payment is processed.

4. I paid, but not received the order. What should I do?
If you have not received within 10 business days after placing your order, please contact the customer service. In advance, a longer period between order and delivery, applies because your order will be delivered only after we have processed your payment.

Complaints

1. I have a complaint about my order, what should I do?
You can contact us by phone or e-mail Customer Service.

2. Response time to your complaint?
We will respond by email within 14 business days.

My Account

1. How can I change my details?
Through "My Account" in the upper right menu, you can change your account information.

2. I forgot my password, how can I do?
If you want to checkout your order, you have to login your profile in the store. You can request your password by "Forgot your password" under the login screen for existing customers. Note: You must be registered in your email account to set up new order. E-mail addresses not registered, are not recognized by the shop.

3. I have a new email address. Should I create a new account?
No, that's not necessary. Through "My Account" you can easily make changes to your personal account. You can change your name, email address or telephone number. Through "My Account" in the upper right menu, you can change your account information.