FAQ | EN

Hello-Tools Frequently asked questions

We're here to help you get the most out of our website. Our FAQ page is designed to answer your questions and provide you with the information you need to use our services. If you can't find what you're looking for here, please don't hesitate to contact us. We're always happy to help!


TECHNICAL CALL
Do you have any questions about products or orders? Talk to our experts.
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WHO WE ARE
HelloTools is a new marketplace reality, the first in the sector in Italy...
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SHIPPING AND PAYMENT
Flash shipping and easy payment methods with installment payment.
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Website usage

Who is Hello Tools and how does it work?

Hello Tools is a vertical marketplace of the mechanical tools sector aimed at companies in the sector with a VAT number. It is a digital platform created to facilitate online transactions between buyers and sellers. It is a single website where third-party sellers offer a wide range of products and services to potential buyers.

Do you need specific certificates?

In case you need specific documentation, such as a certificate of origin or conformity, or EUR.1, please contact info@hello-tools.com's sales team before placing your order. All orders placed on Hello Tools, which is based in Italy, will be shipped from Italy.

Can I change my personal data?

You can change your first name, last name, email address, VAT number and password in the "Account Information" section of your account. You can also change billing addresses if necessary.

How do I recover my password?

In case you have forgotten your password, during login you can click on the option "Forgot your password?" and we will send you an email containing a link to reset your password. In this process you will not lose any information.

Privacy and Cookie Policy

You can find more about our cookie and privacy policy on the link below


Orders

How do I check the status of my order?

To locate your order, log in to your account in the "Orders" section. This way you will get all the necessary information about the status of your order, for example whether it has been shipped, processed or delivered. If your order has been shipped, you will receive a confirmation email containing a tracking number that can be used to track the status of your delivery on the carrier's website. It is important to note that delivery times may vary depending on your location. If you have any questions or concerns about the delivery of your order, please contact our customer service at info@hello-tools.com and we will be happy to assist you.

How do I place an order?

To make purchases on our marketplace you must have a valid VAT number. We are a BtoB marketplace therefore we only work with business customers.

  1. To get started, select one or more products and add them to your cart by clicking the ADD TO CART button.
  2. The items in your shopping cart will be displayed on the right side of the page. If you are ready to buy, click on the shopping cart or continue shopping.
  3. In the shopping cart you can review and modify the order, calculate shipping costs and apply a discount code, if available. Before placing an order, you must fill in the personal data form, including company name and VAT number, or log in.
  4. The address provided will be used for both shipping and billing. Shipping is only made to a different address within the same country where the billing address is located; it is not possible to select a different country. To proceed with the order, click the Continue button.

Is there a minimum order?

No, there is no minimum order but if the taxable amount is less than 50 euros excluding VAT, a management fee of 5 euros will be charged, while if it exceeds this amount no management fee will be applied.

How do I change a confirmed order?

Unfortunately, once the order is confirmed, it is not possible to make changes. However, if you have any doubts, please do not hesitate to contact us at info@hello-tools.com and we will be happy to assist you.

Will I receive an order confirmation?

Certainly! In case of successful purchase, you will receive an order confirmation email or you can log in to your account to check its status. Once your package has been shipped from our warehouse, you will be sent an email containing all the information related to your shipment.


Shippings

Which countries can I buy from?

At the moment we only ship to Europe. In order to make purchases, European customers must have a valid VIES VAT number. If a valid EU VAT number is provided, the order invoice will not be subject to VAT due to the intra-community agreement. The VAT number can be provided during the registration process. It is essential to have a valid VIES VAT number to make purchases in the European Union.

How long will it take for me to receive my order?

Delivery times depend on the courier and the country of destination. After receiving your shipping confirmation, you can track your order using the tracking link provided. Standard delivery to European Union countries usually takes 3-5 days. In the event that some of the purchased items are not available, they may be shipped separately. In addition, if you place an order consisting of products of different brands, they may be sent in separate shipments.

Which countries does Hello Tools ship to?

partnering with the best global courier services, including GLS, to ensure fast and efficient transport of goods.

Which couriers are used for shipments?

Hello Tools provides delivery services in Italy and in all European countries. We only offer standard shipping services and collaborate with GLS both in Italy and in Europe. For non-standard dimensions and weights we rely on GLS and Sogedim services. Delivery may be delayed by the courier. Once your order has shipped, we will send you a confirmation email with tracking details.

How do I know the cost of shipping?

Shipping costs are calculated based on destination country and total weight and dimensions To check the amount of shipping costs, add to the cart the products you want to buy and Select the destination country.


Payments

Allowed Payments

Paypal
Credit Card: We accept MasterCard, Visa, American Express and PostePay credit cards, via Stripe
Bank Transfer c/c CREDEM – Beneficiario I- Tool Srl Iban IT50X0303201605010000720863 – BIC BACRIT21317

What do I do if the payment process doesn't work?

We're sorry to hear you're having trouble processing a payment. We suggest you do some checking:

  1. Check the available balance on your card
  2. Check with your bank or payment provider if the transaction has been declined
  3. If you encounter any further problems with your payment, please contact our customer service department at info@hello-tools.com for further assistance.

Will I receive an invoice?

Foreign customers
You will receive a copy of your invoice for your last purchases at Hello Tools by email. If you cannot find it in the "orders" section of your account, you can contact the support team at info@hello-tools.com.
Italian customers To obtain the electronic invoice, you must indicate your VAT number and choose whether to enter an SDI code or a PEC e-mail during the order. The invoice will be issued by the end of the month in which the order was placed and is in the tax drawer. If you do not receive the invoice in the tax drawer within 15 days, please contact info@hello-tools.com to get in touch with our support team.


Offers and discounts

Does Hello Tools provide quotes for specific requests?

Certainly! If you want to get a quote, you can follow these simple steps. First, locate the product or products you wish to purchase on our website and send an email specifying the desired quantity. Our sales team will review your request and provide a quote as soon as possible. We offer a specific quote for orders over 2,500 euros, while orders of a lower amount can be placed through the website. For any questions or doubts about the quote, do not hesitate to contact our customer service at info@hello-tools.com and we will be happy to help you.

Why do I find more offers for the same type of item?

Hello Tools is a marketplace, i.e. a multi-vendor sales platform, so it is possible that the same type of item is offered by different brands.

How do I enter a discount code or coupon?

To apply a discount code or coupon to the order, go to the shopping cart and enter the code under "Apply discount code". It is important to keep in mind that each discount code has specific terms and conditions that must be respected to get the discount. Once you have entered the code, click "Apply Discount". The discounted amount will be subtracted from the order total once the code has been successfully processed.


Returns and refunds

How do I return the goods?

If you are a VAT number or a company you can not exercise the right of withdrawal in accordance with the Right of Withdrawal regulated by the Consumer Code. If you have received defective or damaged goods, please fill the return contact form or contact us immediately by e-mail: info@hello-tools.com. Our customer service will provide instructions to proceed with the return. If possible, provide additional information, including photos and/or a video to speed up the process.

What should I do if I receive a non-compliant order?

First of all, we apologize for the inconvenience. If you receive an item that you have not ordered or if an ordered product is not included in your package despite being listed on the delivery note, please contact our Customer Service at info@hello-tools.com. They will provide you with all the necessary assistance to resolve the situation in the best possible way and in a short time.




WHY CHOOSE US
Six excellent and concrete reasons to deserve the complete trust of our customers.
criteri selettivi
SELECTIVE CRITERIA
The certified reliability of our dealers allows us to satisfy the needs of each customer
ampio assortimento
WIDE ASSORTMENT
Thanks to a diversified selection we are the perfect Solution Partner for every professional
prodotti certificati
CERTIFIED PRODUCTS
Only high quality and absolutely safe products that respect all the guarantee standards
rapidità d’acquisto
RAPID PURCHASE
With over 30,000 items ready for delivery we always guarantee a punctual and reliable service
pagamenti sicuri
SECURE PAYMENTS
In order to ensure the protection of all customers we offer safe and secure digital payment methods
customer care
CUSTOMER CARE
We provide a team of technicians and consultants able to provide complete assistance