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Returns Policy
If you are not satisfied with your purchase, you may return the items for a refund. Please note that the refund will be issued to your original payment method, less the return shipping costs. The refund will reflect the final amount you paid for the item, excluding any discounts applied.
To process a refund, returns must be submitted within 14 days of receiving your order, and the returned items must be received by us within 14 days of the return request being made.
What items are eligible for return ?
Items will only be accepted for return if they are in 100% original condition with all tags intact. This includes being unworn, unwashed, unsealed, free from any perfumes, makeup, or fake tan.
Please be advised that for hygiene reasons, we do not accept returns on lingerie or earrings unless they are defective or faulty.
For clothing and swimwear, we ask that items be tried on over underwear. Please ensure the hygiene seal on swimwear remains intact, as returns will not be accepted if the seal has been removed (except in cases of defect).
Items that do not meet these Conditions of Return under our change of mind policy will not be accepted, and the customer will be notified accordingly.
How long do i have to return an item?
For a refund, the return must be submitted within 14 days of receiving your order, and we must receive the returned item within 14 days after it has been lodged.
How do i submit my return ?
To submit your return:
Send your return parcel to:
Hacco
PO BOX 1510
Enfield
EN1 9TL
Include your order number inside the parcel for efficient processing.
Email your tracking code to help@hacco.co.uk after shipping.
Important Notes:
Use Royal Mail Tracked for secure delivery.
Returns must be made within 14 days.
Return shipping is your responsibility unless the item is defective or incorrect.
Can I exchange an item?
Yes, we offer exchanges. To exchange an item, please return the original item within 14 days and place a new order for the desired item. We will process the exchange once the returned item is received.
What happens if my return parcel is lost in transit?
We recommend using a tracked shipping service. We are not responsible for lost return parcels.
How long does it take to process my return?
Once your return is received, processing can take up to 14 business days.
Please allow extra processing time during high-volume periods.
When will I receive my refund?
Once your return is received at our warehouse, it will be processed within 14 business days. If eligible, a refund will be issued to your original payment method. You will receive an email notification with the details of your processed return.
I did not receive my full refund. Why?
If you did not receive the full refund, it could be due to:
Deduction of shipping fees (non-refundable).
Items returned not in original packaging, incurring a packaging fee based on the number of items.
Some items not meeting return conditions and therefore not accepted.
Guest Checkout and Returns
You are welcome to place an order as a ‘Guest’ at checkout. If you checked out as a ‘Guest’ and would like to return your item, please send us an email at help@hacco.co.uk with your order details. Once we receive and process your return, a refund will be issued.
Can I change my return outcome?
Unfortunately, we are unable to modify the outcome of your return once it has been submitted. When submitting a return, you agree to the following statement:
“I have reviewed and confirmed the outcome and selections made for my return request.”
Will my refund take longer if I checked out as a guest?
No, refunds for guest returns are processed within the same timeframe (up to 14 business days after receiving the return).
What is your refund policy?
Our refund policy allows for refunds within 14 days of purchase if the product is unused and in its original condition.
How do I request a refund?
To request a refund, please contact our customer service team at Help@hacco.co.uk. Include your order number and reason for the refund in your request.
How long does it take to process a refund?
Refunds are typically processed within 14 business days after we receive and verify the returned item. The amount will be credited back to your original payment method.
What if my item is damaged or defective?
If you received a damaged or defective item, contact us immediately at Help@hacco.co.uk. We will provide a replacement or refund after verifying the issue.
Are shipping fees refundable?
Shipping fees are non-refundable unless the return is due to our error, such as sending a wrong or defective item.
Can I cancel my order and get a refund?
Orders can be canceled and fully refunded if they have not yet been shipped. Once shipped, the refund will depend on the return policy.
What documents or proof do I need for a refund?
Typically, we require the order confirmation email, receipt, or proof of purchase, and in some cases, photos of the item if it’s defective.
Can I exchange an item instead of getting a refund?
Yes, exchanges are possible for eligible products. Please contact us at Help@hacco.co.uk to arrange an exchange.
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