Frequently Asked Questions (FAQ)

1. Where do you ship from?

Many of our products are shipped directly from international suppliers, including China.

Shipping locations may vary depending on the item and supplier.

2. How long will delivery take?

Estimated delivery time: 15–25 working days from dispatch.

Orders are processed within 1–5 working days after payment confirmation.

Delivery times are estimates only and may vary due to customs clearance, courier handling, weather conditions, or other circumstances beyond our reasonable control.

Under UK consumer law, goods must be delivered within 30 days unless a longer delivery period has been agreed.

3. How much does shipping cost?

Shipping costs are calculated and clearly displayed at checkout before you place your order.

4. Will I receive tracking information?

Tracking information is provided where available.

Please note:

Tracking may not update at every stage of transit

Orders may be transferred to local delivery partners for final delivery

Some services do not provide full end-to-end tracking

5. Can I cancel my order?

Yes.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

You must notify us of your decision to cancel within that 14-day period.

To cancel, please contact:

📧 [email protected]

6. How do returns work if there is no public return address?

HACCO LTD does not publish a fixed public return address.

Depending on the item and order size:

A return QR code may be provided, or

Collection may be arranged from your address, or

A specific return address will be provided

Return instructions are sent by email after you contact us and receive approval.

7. Do I have to pay for returns?

Faulty, damaged, incorrect, or not-as-described items:
You will not be charged for return or collection.

Change-of-mind returns (within 14-day cooling-off period):
You may be responsible for return costs.
A £4.99 return handling fee may be deducted from your refund.

8. When will I receive my refund?

Refunds are processed within 14 days of:

Receiving the returned goods, or

Receiving evidence that the goods have been returned

Refunds are issued using the original payment method, unless otherwise agreed.

9. Are there any items that cannot be returned?

Certain items may not be eligible for return once opened for hygiene or health protection reasons, unless faulty.

Any such exclusions will be clearly stated on the product page before purchase.

This does not affect your statutory rights.

10. Will I have to pay customs fees or import taxes?

As products may be shipped internationally:

Parcels may be subject to customs inspection

Import duties, VAT, or handling fees may apply depending on your location

Such charges are determined by local authorities and are outside our control. Where applicable, customers are responsible for these charges.

11. What if my order hasn’t arrived?

If your order has not arrived within the estimated delivery timeframe, or tracking shows delivery but you have not received your parcel, please contact us as soon as reasonably possible so we can investigate with the courier.

📧 [email protected]

12. Are your products branded?

Our products are sourced from independent suppliers and manufacturers.

We do not claim affiliation with any brand owner unless explicitly stated on the product page.

13. How can I contact customer support?

You can contact our customer support team at:

📧 [email protected]

We aim to respond within a reasonable timeframe during business hours.