Hacco Help Centre

Welcome to the Hacco Help Centre. Find answers to common questions about orders, payments, delivery, tracking, returns, refunds and customer support.

📦 Orders & Payments

I haven't received my order confirmation

Please check your email inbox and spam/junk folder. If you still cannot find your confirmation, contact us at help@hacco.co.uk with the email address used when placing your order.

My card payment failed. What should I do?

If your card payment has failed, please contact us. We may provide alternative payment instructions where available.

Can I change my order?

Contact us as soon as possible at help@hacco.co.uk. If your order has already been processed or dispatched, changes may no longer be possible.

🚚 Delivery & Tracking

How long does delivery take?

Our typical delivery timeframe is 15–25 days. International delivery can sometimes take longer because of customs processing or delays with the local delivery service.

How do I track my parcel?

Once your order has been dispatched, we will provide tracking information where available. Use the tracking number provided to check the latest status of your parcel.

Why has my tracking not updated?

International tracking may not update while a parcel is travelling between countries, undergoing customs processing or waiting to be handed to a local delivery service.

If there has been an unusually long period without an update, contact help@hacco.co.uk.

My order has not arrived

Please contact us as soon as possible if you believe your parcel is missing or significantly delayed. Include your order number and tracking number so we can investigate.

Where possible, please contact us within 30 days of the expected delivery date.

📦 Damaged or Incorrect Items

My parcel arrived damaged. What should I do?

Please take clear photographs of:

  • The outside of the parcel
  • The shipping label
  • The packaging
  • The damaged item

Where possible, we also recommend recording a video while opening the parcel. This can help us investigate damage that may have occurred during delivery.

Send the evidence to help@hacco.co.uk together with your order number.

I received the wrong item

Contact us as soon as possible and provide photographs of the item you received, including its packaging or label where available.

We will review the issue and provide the appropriate solution.

The item is faulty

Contact us at help@hacco.co.uk and explain the problem. Please include photographs or video where appropriate.

Your statutory consumer rights are not affected by our policies.

↩️ Returns

Can I return my order?

Yes. Depending on the circumstances, you may have a statutory right to cancel an online purchase or other rights relating to faulty, damaged, incorrect or misdescribed goods.

Please contact us before returning an item so we can provide the correct instructions.

Where do I send my return?

If we instruct you to return goods to our fulfilment warehouse, use:

Liu Huanxiang (JADLH)
REF: 13352789806
1st Floor, Building 3
Ding Sheng Sheng Wei Smart Technology Park
Xingyun East Road, Shui Kou Street
Huicheng District
Huizhou City
Guangdong Province
516000
China

Please use a tracked delivery service and keep your proof of postage and tracking number.

Do I need to contact Hacco before returning an item?

Yes. Please contact help@hacco.co.uk first whenever possible so we can provide the correct return instructions for your order.

💷 Refunds

When will I receive my refund?

Once an eligible return has been received and processed, we will issue the refund in accordance with our Refund Policy and applicable UK consumer law.

Refunds are normally made to the original payment method.

Will I receive a full refund?

Where you exercise a statutory cancellation right correctly, the applicable legal refund rules will apply. Different rules may apply to faulty, damaged, incorrect or change-of-mind returns.

Please see our Refund Policy for full details.

How long does a refund take to reach my bank?

After we issue the refund, your bank or card provider may require additional processing time before the funds appear in your account.

📝 What information should I send Customer Support?

To help us resolve your enquiry quickly, please provide:

Order number
Name
Email used for the order
Description of the issue
Photographs/video where relevant
Tracking number, if applicable

How do I contact Hacco?

Email: help@hacco.co.uk

Hacco Ltd
128 City Road
London
United Kingdom
EC1V 2NX

We aim to handle customer enquiries fairly and efficiently.

Important: Nothing in this Help Centre limits or excludes any statutory rights you may have under applicable UK consumer law.