frequently asked questions
Find the right question that help you to get solutions.
How can I place an order?
Placing an order with Hacco is quick and easy:
Browse our website and select the product(s) you wish to purchase
Add items to your shopping cart
Proceed to checkout
Enter your delivery and contact details
Review your order, including shipping information and estimated delivery time
Complete payment using the available payment methods
Once your order is placed, you will receive an order confirmation email with your order details.
If you experience any issues while placing an order, please contact us at:
📧 [email protected]
Can I modify or cancel my order after it’s been placed?
Yes — but only before the order has been dispatched.
If you need to modify or cancel your order, please contact us as soon as possible at:
📧 [email protected]
Once an order has been dispatched, it can no longer be modified or cancelled.
However, you still have the right to cancel the order within 14 days of receiving the items in accordance with UK consumer law.
Please note:
Orders are typically processed within 1–3 working days
After dispatch, returns are handled according to our Returns & Refunds Policy
When will I receive my order?
Orders are typically processed within 1–3 working days.
Once dispatched, delivery usually takes 8–15 working days, as items are shipped from China.
Please note that delivery times are estimates and may vary due to customs clearance, local logistics, weather conditions, or other factors beyond our control. Tracking information is provided where available.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details, where available.
You can also view tracking information by logging into your account and checking your order history.
Please note:
Tracking information may not update at every stage of transit
Orders may be handed over to local carriers for final delivery
If you have not received tracking details or need assistance, please contact us at:
📧 [email protected]
What if I received the wrong item?
We’re sorry for the inconvenience.
If you receive an incorrect item, please contact us at:
📧 [email protected]
within 14 days of delivery.
Please include:
Your order number
A brief description of the issue
Clear photos of the item received
If the item is confirmed to be incorrect, we will arrange a free return or collection and offer a replacement or full refund, in line with the Consumer Rights Act 2015.
Do you ship internationally?
Yes. We ship to selected international destinations.
Please note:
Most orders are shipped from China
Delivery times and shipping costs vary by destination
Estimated delivery times and shipping charges are shown at checkout before you place your order
If international shipping is available for your location, it will be displayed during checkout.
How can I change my shipping address?
If you need to change your shipping address, please contact us as soon as possible at:
📧 [email protected]
Address changes are only possible before your order has been dispatched.
Once an order has been dispatched, we are unable to change the delivery address. In this case, the order will need to be handled in accordance with our Returns & Refunds Policy.
Can I change my shipping address after placing an order?
Yes — you can request a shipping address change only before your order has been dispatched.
If you need to update your address, please contact us as soon as possible at:
📧 [email protected]
Once an order has been dispatched, we are unable to change the delivery address. In this case, the order will need to be handled in accordance with our Returns & Refunds Policy.
What happens if my package is lost or damaged?
If your package is lost or damaged during shipping, please contact our customer service team immediately. We will assist you in filing a claim with the carrier and help resolve the issue with a replacement or refund.
How can I track my order?
If you have your tracking number, order ID, and email address, follow these steps to track your order:
Visit the Tracking Page: Go to https://hacco.co.uk/orders-tracking/.
Enter Your Details: Input your tracking number, order ID, and email address into the fields provided on the page.
View Your Order Status: After entering your details, you’ll be able to see the current status and location of your order.
I haven’t received my tracking number. What should I do?
If you have not received a tracking number, please don’t worry. Tracking details are provided once your order has been dispatched, not at the time of purchase.
Please check the following first:
Payment confirmation
Orders are dispatched only after payment has been received and confirmed. If you paid by bank transfer, please allow time for the payment to clear.
Email inbox and spam folder
Tracking information is sent by email once available. Please check your spam or junk folder.
Allow processing time
Some orders may require additional processing time before dispatch, especially when sourced from suppliers.
Still No Tracking Information?
If you believe your order should have been dispatched and you have not received tracking details, please contact us and we will be happy to assist.
📧 Email: [email protected]
Please include your order number and full name so we can help you more quickly.
My tracking shows "Delivered," but I haven’t received my package. What should I do?
If your tracking status shows “Delivered” but you have not received your package, please follow the steps below:
Check your surroundings
Look around your property for any safe place where the courier may have left the parcel. Also check with neighbours or building management.
Confirm the delivery address
Review your order confirmation to ensure the delivery address provided was correct.
Allow a short time window
In some cases, couriers mark parcels as delivered slightly before actual delivery. Please allow up to 24 hours.
Contact us for assistance
If you still cannot locate your parcel after completing the steps above, please contact us so we can investigate the delivery with the courier.
📧 Email: [email protected]
Please include your order number, full name, and delivery address to help us assist you more quickly.
Important Information
Delivery scans are provided by the courier and may not always reflect the exact delivery location
We will work with the courier to investigate the issue
If a parcel is confirmed as lost, we will arrange a suitable resolution in line with UK consumer protection law
What does "In Transit" mean on my tracking?
In Transit” means that your order has left the sender or supplier and is currently on its way to the delivery address. Your package is moving through the courier’s network toward its final destination.
This status may appear for several days and can include:
Movement between sorting centres
Customs or clearance processing (if applicable)
Transfer between international or local carriers
Important Information
“In Transit” does not mean your parcel is delayed or lost
Tracking updates may not appear every day
Delivery times begin once your order has been dispatched
If your tracking remains “In Transit” beyond the estimated delivery timeframe, please contact us and we will be happy to check the status for you.
📧 Email: [email protected]
Can I change the delivery address for my package?
Can I Change the Delivery Address for My Package?
You may be able to change your delivery address only before your order has been dispatched.
If you need to update your delivery address, please contact us as soon as possible after placing your order. We will do our best to make the change if the order has not yet been processed or dispatched.
📧 Email: [email protected]
Please include your order number and the correct delivery address in your message.
Important Information
Once an order has been dispatched, we are unable to change the delivery address
Address changes requested after dispatch may result in delays or failed delivery
We cannot be held responsible for delivery issues caused by incorrect or incomplete addresses provided at checkout
If Your Order Has Already Been Dispatched
If your order has already been shipped, you may be able to contact the courier directly using your tracking information. Address change requests are subject to the courier’s policies and cannot be guaranteed.
Why does my order status say "Complete" when I haven’t received it yet?
Complete” means that your order has been processed and dispatched from our system. It does not mean that the order has been delivered to you.
Once an order is marked as “Complete”:
Payment has been confirmed
The order has been handed over to the courier or supplier
Your parcel is in transit to the delivery address
Important Information
Delivery times vary depending on your location and the courier used
Tracking details are provided once available
Your order may still be travelling even though the status shows “Complete”
If your order status shows “Complete” and you believe the delivery timeframe has passed, please contact us and we will be happy to assist.
📧 Email: [email protected]
Please include your order number so we can check the status for you.
How can I reset my password?
If you have forgotten your password, you can reset it by following these steps:
Go to the My Account or Login page on our website
Click on “Lost your password?”
Enter the email address you used when creating your account
Check your email and follow the password reset link provided
Create a new password and log in to your account
If You Don’t Receive the Reset Email
Please check your spam or junk folder
Make sure you entered the correct email address
Allow a few minutes for the email to arrive
If you still experience issues resetting your password, please contact us and we will assist you.
📧 Email: [email protected]
Security Note
For your protection, passwords are encrypted and cannot be viewed or changed by us. Password resets must be completed using the secure link sent to your registered email address.
I didn’t receive the password reset email. What should I do?
If you requested a password reset but did not receive the email, please try the following steps:
Check your spam or junk folder
Password reset emails can sometimes be filtered by email providers.
Confirm your email address
Make sure you entered the same email address you used when creating your account.
Allow a few minutes
In some cases, it may take a short time for the email to arrive.
Request a new reset email
Return to the login page and click “Lost your password?” again to request a new reset link.
Still Not Receiving the Email?
If you have followed the steps above and still have not received the password reset email, please contact us and we will assist you.
📧 Email: [email protected]
Security Note
For security reasons, password reset links are time-limited and can only be sent to the email address registered to your account. We cannot reset passwords manually.
I can’t log in to my account. What should I do?
If you’re having trouble logging in to your account, please try the following steps:
Check your email and password
Make sure there are no typing errors and that Caps Lock is not turned on.
Reset your password
Go to the login page and click “Lost your password?” to request a password reset email.
Check your internet browser
Try clearing your browser cache and cookies, or use a different browser or device.
Confirm your account email
Ensure you are using the same email address you used when registering.
Still Unable to Log In?
If you have tried the steps above and still cannot access your account, please contact us and we will assist you.
📧 Email: [email protected]
Please include your full name and registered email address so we can help more quickly.
Security Notice
For security reasons, we cannot access or view your password. All login issues are handled through secure password reset processes.
I can’t delete my account. How can I delete it?
If you would like to delete your account, please contact us directly as account deletion must be handled securely.
📧 Email: [email protected]
Please include the following information:
Your full name
The email address registered to your account
A clear request stating that you wish to delete your account
Important Information
For security reasons, we may need to verify your identity before processing your request
Account deletion will remove access to your account and stored personal data, except where we are legally required to retain certain information (such as order records for accounting or legal purposes)
Once your account is deleted, it cannot be restored
Data Protection
We process account deletion requests in accordance with UK data protection law. If you have an active order, refund, or dispute in progress, deletion may be delayed until the matter is resolved.
If you have any questions about your data or account deletion, please contact us and we will be happy to assist.
Question?
You still have a question?
If you can’t find question in our FAQ, you can contact us. We’ll answer you shortly!
[email protected]
Best way to get a quick answer
