FAQ – Frequently Asked Questions
Do I have to register to order online?
To place orders on www.hailo-shop.co.uk you will require a dealer account. If you do not have an account and wish to become a Hailo dealer then please visit the contact us page, send us a message or give us a call on 01639849847.
We will create a dealer account so you can purchase goods via www.hailo-shop.co.uk.
A customer account also offers you the following advantages:
- Saves your delivery addresses for subsequent orders
- You will get an overview of your previous orders as well as the status of your current order
- Dealer Pricing
- Access to special offers
Can I view my order online?
Once you have created a customer account, you can view the status and all the information relating to your orders online in your account.
Where can I view the terms and conditions?
You will receive our general terms and conditions with each order by e-mail. You will also find these in our Information section under terms and conditions in the footer.
How can I tell if my order has been received?
After you order, you will receive an order confirmation by e-mail. If you have not received this, please also check the spam section of your email.
Can I order by phone or email?
All sales must be processed on www.hailo-shop.co.uk as this enables you to purchase goods, view invoices and view your prices for each product. Telephone or email orders are currently not possible.
Where can I view, change or delete my data?
You can view, change or delete your data at any time by going to the Customer Account section once you are logged in. To log in, please enter your e-mail address and your personal password.
How is my personal data handled?
Is ordering at www.hailo-shop.co.uk safe?
All payment transactions are securely transmitted over a secure network. All payments are filtered through Secure Trading that provides PSD2 SCA which establishes to benefit by driving payment innovation and data security. It involves new security processes and standardises payment security technology to enhance transaction safety across the board. We also use 3-D Secure which limits friction for customers during checkout.
I've forgotten my password. What can I do?
Please click on Forgotten Password in the login section. You will be asked to enter your e-mail address with which you have registered. We will send you a link to change your password via email.
How do I set up a customer account?
Can I have my order delivered to another address?
Of course, during the order process, you can specify a delivery address that differs from the billing address.
How long is a warranty on an item?
The standard warranty is 2 years and begins with the delivery of the goods. However, some products have longer warranties (see specific product for more details). The warranty conditions can be found as a download on the page of the respective product.
In the case of a material defect, we need for further processing the invoice or proof of purchase to determine the date of purchase and photos of the damaged goods.
Can I return a product if I do not like it?
If for whatever reason you wish to return an item, you must inform us in writing or by e-mail within 7 working days of the receipt of goods The 7 day cooling-off period starts the day after receipt of the goods and excludes weekends and bank holidays. Good should be returned undamaged and in a saleable condition within 14 days of original delivery.
The purchaser will be responsible for return carriage when goods are not faulty. If www.hailo-shop.co.uk are asked to collect the goods, the carriage will be arranged at the buyer’s cost. The buyer is responsible for ensuring that the goods are returned in good condition and not damaged in transit.
Can I cancel an order?
You may cancel your order at any time prior to dispatch by phone or email quoting your order number. If the goods have been dispatched then the customer is responsible for the cost of the return of the goods.
Your question was not answered?
If you have further questions, our customer service department is always at your disposal.