Shipping & Delivery
Shipping & Delivery
At Hacco, we aim to make your shopping experience simple and convenient from the moment you place your order until your parcel arrives at your door.
We work with international logistics and delivery partners to transport orders from our fulfilment network to customers across the UK, France, Spain and other European countries.
Delivery Time
Our usual delivery timeframe is approximately 15–25 days.
Delivery times are estimates and can vary depending on:
- The destination country
- Customs processing
- Flight availability
- International transportation
- Local courier capacity
- Public holidays
- Weather or other unforeseen circumstances
- The accuracy and completeness of the delivery address
Most parcels arrive within the estimated timeframe, but international shipments can occasionally take longer.
Important
The estimated delivery period does not mean that your tracking information will update every day. It is normal for an international parcel to have periods without a new tracking scan.
Which Delivery Carrier Will Deliver My Order?
Depending on your destination and the shipping route selected, your parcel may be transferred between international logistics providers and a local delivery company.
We commonly use the following delivery networks:
🇬🇧 United Kingdom – Royal Mail
For deliveries in the UK, parcels may be handed to Royal Mail or another appropriate local delivery partner.
Royal Mail provides online tracking for eligible tracked shipments and may also work with international postal partners during the journey.
Once the parcel reaches the UK and is processed by the local delivery network, additional tracking information may become available.
Royal Mail tracking:
Track your Royal Mail parcel
🇫🇷 France – La Poste / Colissimo
For deliveries in France, parcels may be delivered through La Poste / Colissimo after entering the French delivery network.
International parcels can sometimes have limited tracking while they are travelling internationally. Once the parcel reaches the relevant French network, additional tracking events may appear.
La Poste provides online tracking using the parcel tracking number or, for some international shipments, a partner tracking number.
La Poste tracking:
Track your La Poste / Colissimo parcel
🇪🇸 Spain – CTT Express
For deliveries in Spain, parcels may be transferred to CTT Express for local delivery.
CTT Express provides shipment tracking and delivery information through its online tracking system.
CTT Express tracking:
Track your CTT Express parcel
🇪🇺 Other European Countries – DHL and Local Delivery Partners
For many other European destinations, we may use DHL eCommerce or another suitable international/local delivery partner.
DHL provides online shipment tracking, and tracking events can appear when the shipment reaches a DHL facility or when another delivery stage is scanned.
Depending on the destination, DHL may also work with local delivery networks.
DHL tracking:
Track your DHL parcel
Why Has My Tracking Not Updated?
Don't worry if your tracking does not update during the flight.
International parcels normally pass through several stages before reaching your country.
For example:
China warehouse → Export processing → Airport → Flight → Arrival country → Customs → Local courier → Delivery
During the international transportation stage, there may be no new tracking scan for several days.
This can happen because:
- The parcel is waiting for an international flight.
- The parcel is already travelling by air.
- The parcel is waiting to be processed at the destination airport.
- The parcel is waiting for customs processing.
- The international tracking system and local courier system have not yet synchronised.
- The next scan will only occur when the parcel reaches a new processing facility.
Tracking may therefore appear to be "stuck" even though the parcel is still moving.
A lack of a tracking update does not necessarily mean that the parcel is lost.
Once the parcel reaches the destination country and is scanned by the local delivery network, tracking information will normally become more detailed.
Your Tracking Number
After your order has been dispatched, we will provide you with a tracking number where tracking is available.
You can use the tracking number to follow the shipment through the relevant carrier's tracking system.
Please remember that different tracking websites may display different information at different stages of the journey.
For example, international tracking may show only limited information while the parcel is travelling internationally. The destination country's courier may provide additional information after receiving and scanning the parcel.
Customs & Import Processing
International orders may need to pass through customs or other import procedures before delivery.
Customs processing can sometimes cause delays that are outside Hacco's direct control.
A parcel may remain without a new tracking update while:
- Waiting for customs processing
- Waiting for import clearance
- Being transferred between logistics providers
- Waiting for a local delivery scan
If additional information or action is required from the customer, we will provide the relevant information where it is available to us.
Delivery Address
Please make sure that your delivery address is complete and accurate before placing your order.
This should include, where applicable:
- Full name
- House/building number
- Street
- Apartment/flat number
- Town/city
- County/region
- Postcode
- Country
- Correct telephone number
An incorrect or incomplete address can cause delivery delays, failed delivery attempts or the parcel being returned.
If you notice that your address is incorrect, contact us as soon as possible at:
We cannot guarantee that an address can be changed after an order has already entered the shipping process.
If You Are Not Available for Delivery
Depending on the local delivery company, the courier may:
- Attempt delivery again
- Leave the parcel in an appropriate location
- Leave a delivery notification
- Take the parcel to a collection point
- Allow you to rearrange delivery
The options available depend on the carrier and destination country.
For example, CTT Express provides options for changing delivery arrangements and collection-point delivery in applicable cases.
Delayed Deliveries
International delivery times are estimates and not guaranteed delivery dates.
A parcel can occasionally take longer than the normal 15–25 day estimated timeframe because of circumstances such as:
- Customs delays
- Airline delays
- Transportation disruption
- Severe weather
- Local courier delays
- Public holidays
- Incorrect or incomplete address information
- Unusually high parcel volumes
- Other circumstances outside our reasonable control
If your parcel appears to be delayed, please contact us at:
We will review the available tracking information and assist you where possible.
My Tracking Has Not Updated for Several Days
If your tracking has not changed for a few days, please do not immediately assume that the parcel has been lost.
International tracking systems do not necessarily scan a parcel at every stage.
For example:
"Departed origin country" → no update → no update → "Arrived at destination country"
This can be completely normal during international transportation.
Once the parcel arrives at a destination processing facility, new tracking events may appear.
DHL also notes that tracking events can appear after a shipment reaches a facility, so there can be a period before the next tracking event becomes visible.
If Your Parcel Has Not Arrived
If your parcel has not arrived within the expected delivery period, please contact:
Please provide:
- Your order number
- Your tracking number
- Your full name
- Your delivery address
We will check the available tracking information and help determine the current status of your shipment.
For missing orders, we ask customers to contact us as soon as possible and preferably within 30 days of the expected delivery date so that we can investigate promptly. This does not limit any statutory rights you may have under applicable consumer law.
Delivery Problems
Please contact us if:
- Your parcel arrives damaged
- You receive the wrong item
- An item is missing from your order
- Your parcel is marked as delivered but you have not received it
- Your tracking indicates a delivery problem
- Your parcel is returned to the sender
- You believe your parcel has been lost
Email:
When possible, please provide photographs of damaged packaging or items. For visibly damaged parcels, we recommend taking photographs before opening the parcel and, where practical, recording the opening of the package.
This helps us investigate shipping issues with the relevant delivery or logistics provider.
Important: requests for photographs or video are intended to help us investigate a problem and do not remove or restrict your statutory consumer rights.
Delivery Partners Can Change
The carrier shown above is a guide to the delivery networks we commonly use.
The actual carrier used for your order may vary depending on the destination, shipping route, parcel characteristics and logistics availability.
A parcel may also be transferred between an international logistics provider and a local postal or courier service during its journey.
Our Commitment
We will provide tracking information where tracking is available and will assist customers with reasonable delivery enquiries.
We aim to dispatch orders promptly and work with established international and local delivery networks to deliver orders to customers.
However, once a parcel has been handed to a carrier or international logistics network, some stages of transportation and delivery are outside Hacco's direct control.
Nothing in this Shipping & Delivery Policy limits or excludes your statutory consumer rights.
Contact Hacco
Hacco Ltd
128 City Road
London
United Kingdom
EC1V 2NX
Email: help@hacco.co.uk
Typical delivery timeframe: 15–25 days
Last updated: 12 September 2026