Frequently Asked Questions (FAQ)

1. Where do you ship from?

Most of our products are shipped directly from China.
Shipping locations may vary depending on the item and supplier.

2. How long will delivery take?

Delivery usually takes 8–15 working days.

Orders are processed within 1–3 working days before dispatch.
Delivery times may vary due to customs clearance, logistics delays, or external factors beyond our control.

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?

Yes, tracking information is provided where available.

Please note that:

Tracking may not update at every stage

Orders may be handed over to local carriers for final delivery

5. Can I cancel my order?

Yes.
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.

To cancel, please contact us at:
📧 [email protected]

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

Hacco does not operate a fixed public return address.

Depending on the item and order size:

A return QR code may be provided, or

We may arrange collection from your address

Return instructions will be sent by email after you contact us.

7. Do I have to pay for returns?

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

Change-of-mind returns:
A £4.99 return handling fee will be deducted from your refund.

8. When will I receive my refund?

Refunds are processed within 14 days after:

The returned item is received, or

Proof of return or confirmed collection is provided

Refunds are issued to the original payment method.

9. Are there any items that cannot be returned?

Some items may not be eligible for return for hygiene or safety reasons unless they are faulty.
Any such restrictions will be clearly stated on the product page.

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

As products are shipped internationally:

Customs checks may occur

Import duties or taxes may apply depending on your location

Any such charges are the responsibility of the customer.

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 package, please contact us within 14 days of the order date so we can assist you.

12. Are your products branded?

Our products are sourced from independent suppliers and manufacturers.
We do not claim affiliation with brand owners 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 as quickly as possible.